Treasury Board of Canada Secretariat
www.tbs-sct.gc.ca
Common menu bar links
Breadcrumb Trail
ARCHIVED - Compendium of Service Standards
This page has been archived.
Archived Content
Information identified as archived on the Web is for reference, research or recordkeeping purposes. It has not been altered or updated after the date of archiving. Web pages that are archived on the Web are not subject to the Government of Canada Web Standards. As per the Communications Policy of the Government of Canada, you can request alternate formats on the "Contact Us" page.
Veterans Affairs Canada
|
Business Line |
Service Standard |
Delivery channels |
||||||
|
|
|
|
GOL |
|||||
|
In person |
Tel |
Mail |
Internet |
|
Kiosk |
|||
|
Pensions and Allowances |
1 |
VAC will send the Veteran their decision concerning Disability Pension (DP) application within 18 weeks of receipt. |
|
|
X |
|
|
|
|
2 |
If pensionned condition has worsened, VAC will reassess DP and send results to Veteran within 15 weeks of request. |
|
|
X |
|
|
|
|
|
3 |
If claim is submitted about Attendance Allowance, Clothing Allowance or Exceptional Incapacity Allowance, VAC will render its decision within 8 weeks. |
|
|
X |
|
|
|
|
|
4 |
If Veteran asks for Departemental Review and has new or additional evidence to submit, VAC will render its decision with 4 weeks. |
|
|
X |
|
|
|
|
|
5 |
VAC will render its decision within 7 weeks of reception of War Veterans Allowance Application. |
|
|
X |
|
|
|
|
|
6 |
VAC will render its decision within 1 week when Veteran submits for financial aid from VAC Assistance Fund |
|
|
X |
|
|
|
|
|
Pensions Advocacy |
7 |
If Veteran wishes to appeal a VAC decision, the Bureau of Pensions Advocates (BPA) can provide free leagal advice and representation. |
X |
X |
X |
|
|
|
|
8 |
Requests for appointments with an advocate will be responded within 1 week and an interview will be scheduled for a mutually agreed upon time. |
X |
X |
|
|
|
|
|
|
9 |
BPA will provide Veteran with information about legal representation, case proceeding and time estimate to present review or appeal claim. |
X |
|
X |
|
|
|
|
|
Veterans Review and Appeal Board (VRAB) |
10 |
BPA is required to present Veteran's review case within 4 months of application (Appeal case within 3 months) |
|
|
X |
|
|
|
|
11 |
When Veteran applies for review or appeal to VRAB, a decision is sent to Veteran within one month from hearing date. |
|
|
X |
|
|
|
|
|
12 |
If review or appeal is presented to VRAB by written submission, case is processed and decision is issued within one month. |
|
|
X |
|
|
|
|
|
Health Care |
13 |
Health care benefit request and health care claim will be answered within 4 weeks of reception. |
X |
X |
X |
|
|
|
|
14 |
When long-term care is needed, VAC can offer financial support. |
X |
|
X |
|
|
|
|
|
Commemor- ation |
15 |
VAC will ensure that no eligible veteran is deprived of a dignified funeral and burial. |
|
|
|
|
|
|
|
16 |
Application for assistance with a funeral or burial of a Canadian veteran will be processed with respect. VAC will render a decision with 5 weeks of receipt of request. |
X |
|
X |
|
|
|
|
|
17 |
VAC provides the first issue of medals and awards to eligible veterans and their next of kin. Replacements are at cost. |
X |
|
X |
|
|
|
|
|
Business Line |
Service Standard |
Source |
Type |
|
|||
|
2001- |
1999- |
Website |
|
Interview |
|||
|
Pensions and Allowances |
1 |
VAC will send the Veteran their decision concerning Disability Pension (DP) application within 18 weeks of receipt. |
|
X |
|
TB |
|
|
2 |
If pensionned condition has worsened, VAC will reassess DP and send results to Veteran within 15 weeks of request. |
|
X |
|
TB |
|
|
|
3 |
If claim is submitted about Attendance Allowance, Clothing Allowance or Exceptional Incapacity Allowance, VAC will render its decision within 8 weeks. |
|
X |
|
TB |
|
|
|
4 |
If Veteran asks for Departemental Review and has new or additional evidence to submit, VAC will render its decision with 4 weeks. |
|
X |
|
TB |
|
|
|
5 |
VAC will render its decision within 7 weeks of reception of War Veterans Allowance Application. |
|
X |
|
TB |
|
|
|
6 |
VAC will render its decision within 1 week when Veteran submits for financial aid from VAC Assistance Fund |
|
X |
|
TB |
|
|
|
Pensions Advocacy |
7 |
If Veteran wishes to appeal a VAC decision, the Bureau of Pensions Advocates (BPA) can provide free leagal advice and representation. |
|
X |
|
CP |
|
|
8 |
Requests for appointments with an advocate will be responded within 1 week and an interview will be scheduled for a mutually agreed upon time. |
|
X |
|
TB |
|
|
|
9 |
BPA will provide Veteran with information about legal representation, case proceeding and time estimate to present review or appeal claim. |
|
X |
|
TF |
|
|
|
Veterans Review and Appeal Board (VRAB) |
10 |
BPA is required to present Veteran's review case within 4 months of application (Appeal case within 3 months) |
|
X |
|
TB |
|
|
11 |
When Veteran applies for review or appeal to VRAB, a decision is sent to Veteran within one month from hearing date. |
|
X |
|
TB |
|
|
|
12 |
If review or appeal is presented to VRAB by written submission, case is processed and decision is issued within one month. |
|
X |
|
TB |
|
|
|
Health Care |
13 |
Health care benefit request and health care claim will be answered within 4 weeks of reception. |
|
X |
|
TB |
|
|
14 |
When long-term care is needed, VAC can offer financial support. |
|
X |
|
TF |
|
|
|
Commemor- ation |
15 |
VAC will ensure that no eligible veteran is deprived of a dignified funeral and burial. |
|
X |
|
TF |
|
|
16 |
Application for assistance with a funeral or burial of a Canadian veteran will be processed with respect. VAC will render a decision with 5 weeks of receipt of request. |
|
X |
|
TB |
|
|
|
17 |
VAC provides the first issue of medals and awards to eligible veterans and their next of kin. Replacements are at cost. |
|
X |
|
TF |
|
|
Through the Service Improvement Initiative, VAC will "adopt and publish core service standards based on clients' expectations, for each" service channel. (2001-2002 VAC Report on Plans and Priorities, pg. 38). The VRAB will be "implementing service improvement initiatives as a direct result of the Client Satisfaction Survey conducted in the 2000-2001 fiscal year. (2001-2002 Report on Plans and Priorities, pg. 35)
