Veterans Affairs Canada (VAC) is committed to providing Veterans and their families with quality service in a timely manner. As part of this work, we regularly monitor our service standards, which indicate the time needed for our employees to provide a service or make a decision under normal circumstances. Special circumstances like holidays, natural disasters or emergencies are not calculated as part of the service standards.
| Accessing Services | ||||
|---|---|---|---|---|
| When you... | You can... | Target | 2022-23 Results | 2023-24 Results |
| Call our National Contact Centre Network (1-866-522-2122) | Expect to be connected with the next available analyst within 2 minutes. | 80% | 73% | 79%Footnote 1 |
| Applying for ProgramsFootnote 2 | ||||
| When you apply for VAC's... | Your decision will be made within... | Target | 2022-23 Results | 2023-24 Results |
| Disability Pension / Pain and Suffering CompensationFootnote 3 | 16 weeks. | 80% | 55% | 69%Footnote 4 |
| Additional Pain and Suffering Compensation | 16 weeks. | 80% | 45% | 92% |
| Long Term Care Program | 10 weeks. | 80% | 88% | 84% |
| Rehabilitation Program | 2 weeks. | 80% | 52% | 62%Footnote 5 |
| Career Transition Services | 4 weeks. | 80% | 99% | 99.9% |
| Income Support (Income Replacement Benefit and Canadian Forces Income Support) | 4 weeks. | 80% | 97% | 93% |
| Health Benefits Program (Public Service Health Care Plan) | 4 weeks. | 80% | 100% | 85% |
| War Veterans Allowance Program | 4 weeks. | 80% | 90% | 91% |
| Attendance Allowance | 6 weeks. | 80% | 86% | 89% |
| Reviewing a previous decision | ||||
| Disability Benefits Program - Bureau of Pensions Advocates (BPA) | Target | 2022-23 Results | 2023-24 Results | |
| You can expect your case to be ready for hearing 21 weeks from the date of your first contact with the Bureau of Pensions Advocates, less any delays in obtaining necessary medical or other supporting information. | 75% | 31% | 41%Footnote 6 | |
| All other programs | Target | 2022-23 Results | 2023-24 Results | |
| If you are dissatisfied with a decision you received for any program other than Disability Benefits, National First and/or Second Level of Appeal will complete a review of that decision within 12 weeks of receiving your written request for review. | 80% | 72% | 71%Footnote 7 | |
| VAC Program Recipients | ||||
| Once you are eligible for VAC’s... | You will... | Target | 2022-23 Results | 2023-24 Results |
| Disability Benefits Program or War Veterans Allowance Program | Be sent your VAC Health Care Identification Card within 6 weeks of your eligibility. | 100% | 100% | 100% |
| Veterans Independence Program | Have your reimbursement processed within 10 business days of claim receipt by the contractor. | 98% | 100% | 100% |
| Rehabilitation Program | Work with your case manager and develop a plan to best meet your needs within 45 days of your eligible Rehabilitation Program decision. | 80% | 92% | 95% |
| Case Managed Clients | ||||
| Target | 2022-23 Results | 2023-24 Results | ||
| The ratio of case managed clients to case managers will not exceed 25:1 | 25:1 | 30:1 | 32:1Footnote 8 | |
| Applying for Commemoration Programs/Services | ||||
| When you request... | You can expect... | Target | 2022-23 Results | 2023-24 Results |
| War service medals (first issue) | Your medals to be shipped within 8 weeks. | 90% | 100% | 93% |
| Replacement war service medals | An entitlement decision within 8 weeks. | 90% | 100% | 100% |
| Your medals to be shipped within 4 weeks of receiving paymentFootnote 9. | 90% | 98% | 100% | |
| Commemorative information, products and education material | Your materials to be shipped within 2 weeks. | 90% | 99% | 99.9% |
| When you submit a request related to... | You can expect... | Target | 2022-23 Results | 2023-24 Results |
| Care and Maintenance of Veterans’ Graves | A response within 5 working days. | 90% | 100% | 100% |
| Required actions to be completed within 12 months of the requestFootnote 10. | 90% | n/a | n/aFootnote 11 | |
| When you apply for... | Your decision will be made within... | Target | 2022-23 Results | 2023-24 Results |
| Community Engagement funding under the Commemorative Partnership Program (CPP) | 12 weeks of receiving your completed application. | 80% | 100% | 100% |
| Community War Memorial funding under the Commemorative Partnership Program (CPP) | 12 weeks of the posted application deadline. | 80% | 97% | 100% |
| Means-tested funeral and burial benefits | 30 calendar days. | 80% | 98% | 98% |