Wait times

Frequently Asked Questions

• What is the Wait Time Tool?

  The Wait time tool provides the current average wait time for receiving a decision on an application.

• How are wait times calculated?

  We measure wait times from the day we receive a complete application package—that means when we receive all necessary information—to the day a decision is provided.

  The average wait time is calculated based on how long it took us to process all complete applications in the past 90 days. Since the wait time shown is an average, there are some applications that will take more time and some that will take less time. The data is updated weekly.

• What is considered a "complete application package" and why is this important to the estimated wait time?

  To determine the actual processing time, we start counting from the day we receive a complete application. This means we have received all required supporting documents (e.g. proof of identity, physician letters, X-ray reports, etc.).

  Note: a complete Disability Benefit application does not require you to have provided your Service Health Record; we will get this on your behalf.

• What does "updated weekly" mean?

  Every week we recalculate the average time it took to process applications for each program over the last 90 days.

• What programs are included in the tool?

  Currently, average wait times are available for the following programs and services:

  • Disability Benefit
  • Attendance Allowance
  • Career Impact Allowance
  • Career Impact Allowance Supplement
  • Caregiver Recognition Benefit
  • Clothing Allowance
  • Critical Injury Benefit
  • Death Benefit
  • Earnings Loss Benefit
  • Exceptional Incapacity Allowance
  • Rehabilitation
  • Retirement Income Security Benefit
  • Veterans Independence Program
  • War Veterans Allowance

  We are working on adding wait times for more VAC programs and services in the near future.

• The wait time estimates provided by VAC staff over the phone for Disability Benefits were previously a range (e.g.17-38 weeks). This tool only shows a single number. Why is this?

  This range included complex claims and claims for multiple conditions. We are now able to provide a specific estimate for single condition applications and a different estimate for claims with multiple conditions.

• Why do some submissions take longer to process than others?

  Wait times vary depending on the type of claim; and the volume and complexity of applications being processed at that time. Also, if a claim is more complex (e.g. a disability benefit application with more than one condition) or additional information is required from third parties, it can take longer.

• Why are the wait times for some programs not meeting VAC’s service standards?

  Service standards help measure the level of service we provide. Over the past few years, VAC has not been able to meet some of our service standards. There are a number of factors that affect this such as: a significant increase in the number of applications received, the complexity of those applications, and the timeliness of receiving supporting information (health records, doctor’s notes, etc.) for applications. We remain committed to addressing these issues.

  To keep up with the rise in demand and to ensure that Veterans get services and benefits when they need them, the Government has committed to spending $42.8 million over two years, starting in 2018–19, to increase service delivery capacity at Veterans Affairs Canada.

• Why is VAC investing in a Wait time tool instead of services and benefits for Veterans?

  The Wait time tool was created because Veterans and their families asked for realistic estimates of when decisions can be expected as one way to improve communication around the delivery of benefits and services to them.

• I would like an update on the status of my personal application. How do I get that?

  Currently, you can track the status of most applications through My VAC Account. My VAC Account shows you where your application is in the process. We are continually enhancing this status tracking feature to provide as much detail to applicants as possible.

• Will I receive more detailed information on application wait times if I contact VAC by phone?

  No. Whether you call us or use this tool online, the information we provide you on the current wait time for processing applications will be the same.

• Will the new Pension for Life benefits be included in this tool?

  Yes. Wait time estimates for Pension for Life benefits will be included in the Wait time tool (Pain and Suffering Compensation, Additional Pain and Suffering Compensation, and Income Replacement Benefit) after April 1, 2019.

Date modified:

2018-12-06