VAC 2012-2013 Service Standards
Veterans Affairs Canada (VAC) has set service standards to ensure quality service delivery to our clients, particularly in the areas of making information available to you and timely delivery of services and decisions. Our service commitments to you include:
| Program/Service | Service Commitment 2012-2013 | Target | Results |
|---|---|---|---|
| Accessing our Services - Telephone Service - Time to answer your call |
Your call to our National Contact Centre Network (NCCN) will be answered within 2 minutes. | 80% | 81% |
| Accessing Information about our Services and Programs - VAC website |
You can access information about our services and programs through our website 24 hours a day/7 days per week. | 95% | 98% |
| Disability Benefits (Applying for Benefits) Processing first applications for entitlement and/or assessment of new or previously approved conditions |
A decision will be made within 16 weeks of receiving all information in support of your application. | 80% | 80% |
| Disability Benefits (How Benefits are Determined) Requests for reassessments of previously approved conditions |
A decision will be made within 16 weeks of receiving all information in support of your request for reassessment of a previously approved condition. | 80% | 83% |
| Disability Benefits (Reviews and Appeals) Processing requests for departmental reviews of previous decisions |
A decision will be made within 12 weeks of receiving the new or additional information in support of your request. | 80% | 81% |
| Disability Benefits (What You Should Know About Review Hearings) Preparation of your review or appeal to the Veterans Review and Appeal Board |
Your case will be ready for hearing within 21 weeks after you contact the Bureau of Pensions Advocates, if there are no delays in obtaining information. |
75% | 78% |
| Special Awards (Attendance Allowance) Processing applications for the Attendance Allowance |
A decision will be made within 6 weeks of the date you requested that an application for Attendance Allowance be initiated. | 80% | 70% 1 |
| Veterans Independence Program VIP annual follow-up |
You will be contacted at least once per year to ensure VIP is meeting your needs. | 100% | 85% 2 |
| Health Care Benefits Processing health care benefits cards |
Your Veterans Affairs Canada Health Care Identification Card will be sent within 6 weeks of your eligibility for either disability benefits or the War Veterans Allowance. | 100% | 100% |
| Long-Term Care Services Processing requests for reviews of previous decisions |
A decision will be made within 12 weeks of the date we receive your written request for review. | 80% | 80% |
| Rehabilitation Program Processing applications for eligibility |
A decision will be made within 2 weeks of receiving all information in support of your application. | 80% | 85% |
| Career Transition Services Processing applications for eligibility |
A decision will be made within 4 weeks of receiving all information in support of your application. | 80% | 99% |
| Health Care Benefits (Treatment Benefits) Processing applications for eligibility for the Public Service Health Care Plan (PSHCP) |
A decision will be made within 4 weeks of receiving all information in support of your application. | 80% | 88% |
| Earnings Loss Benefits Processing applications |
A decision will be made within 4 weeks of receipt of all required information in support of your application, including approved eligibility for the Rehabilitation Program. | 80% | 82% |
| War Veterans Allowance Processing time for new applications |
A decision will be made within 4 weeks of receiving all information in support of your application or request for review. | 80% | 95% |
| Health Care Benefits (Reviews) Processing requests for reviews of previous decisions |
A decision will be made within 12 weeks of the date we receive your written request for review. | 80% | 91% |
| Honours and Awards* Processing time for requests for first issue war service medals |
Your medals will be shipped within 8 weeks of receiving all information in support of your application. | 80% | 92% |
| Honours and Awards (Replacing Lost Medals)* Processing time for requests for replacement of war service medals |
A decision about war service medal entitlement will be made within 8 weeks of receiving all information in support of your application. | 80% | 95% |
| Your medals will be shipped within 4 weeks of receiving your request and payment. | 80% | 96% | |
| Canada Remembers Distribution Processing requests for commemorative information, and educational materials |
Your materials will be shipped within 2 weeks of receiving your request. | 85% | 99% |
| Commemorative Partnership Program Processing applications for funding under the Commemorative Partnership Program |
A decision will be made within 12 weeks of the posted quarterly application deadline provided, all information in support of your application is received. ** | 85% | 100% |
| Funeral and Burial Benefits Processing applications for means-tested funeral and burial benefits |
A decision will be made within 30 calendar days of receiving all information in support of your application. | 80% | 87% |
| (NEW) Care and Maintenance of Veterans' Graves Processing times for care and maintenance requests |
A response to requests concerning the care and maintenance of Veterans' graves will be provided within 5 working days. Required actions will be completed within 12 months of the request. *** | 80% | 100% |
Notes
[1]Action Plan: Decisions for Attendance Allowance will be streamlined to ensure standards are met.
[2]Action Plan: All VIP recipients are now contacted once per year by mail. Non-respondents receive a follow-up phone call. Performance has already improved, and as of quarter 4 of 2012-13, 100% of VIP clients are being contacted.
Receiving all information in support of your application refers to information supplied by the applicant so that VAC can make a decision. Information required from other parties/departments/agencies, etc. is included in the turnaround time.
* Medals are free of charge for Veterans and spouses. Replacement medals for next-of-kin are billed at cost.
** If a CMRP or CWMP application is not complete and cannot go to the review committee because VAC is awaiting information from the applicant, the "start date" changes to the next posted deadline.
*** Repairs can take up to 12 months to complete because of external factors such as safety, the time of year, environmental conditions, and weather.
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