| Date | Event Description & Action |
|---|---|
| 21 July 2022 Veteran #1 |
A Veteran contacted the Veterans Affairs Canada (VAC) call centre to file a complaint alleging that a VAC employee had inappropriately raised Medical Assistance in Dying (MAiD) with the Veteran during a phone conversation earlier that day. The Veteran indicated the employee also referred to having provided information on MAiD to another Veteran. The call centre analyst apologized to the Veteran for the incident and assured them that it would be escalated to management immediately. |
| July 22 |
An internal fact-finding process was initiated. The manager reviewed the Veteran’s file and contacted the Veteran to apologize on behalf of the Department. The manager assured the Veteran that discussing MAiD with Veterans, and proposing it as an option, is not part of VAC’s practice, nor is it acceptable. The manager advised the Veteran that the Department would look into the incident and stay in touch with the Veteran. The Veteran’s file was reassigned to the manager. |
| July 27 | The manager and employee met to discuss the call with the Veteran. The notes in the Veteran’s file validated the subject of MAiD had been raised to the Veteran and that MAiD was repeated a second time as an option during their conversation. The notes also confirmed that information on MAiD had been provided to another Veteran. |
| July 28 | The manager again contacted the Veteran to apologize and advise that the Department was taking the situation very seriously and would be taking action. The Veteran asked for details on what actions would be taken but the manager was unable to share this information due to privacy concerns. The Veteran requested a formal written apology. |
| August 1 | The Veteran sent a secure message through MyVAC Account to ask what actions had been taken to address the issue with the employee. The Veteran was told, due to privacy issues, no information could be shared. |
| August 9 | A comprehensive review and analysis was started on the files of the other Veterans for whom the employee was actively providing guided support services to look for indications of conversations about MAiD. |
| August 11 | A formal, written apology was sent to the Veteran from VAC’s Assistant Deputy Minister, Service Delivery. |
| August 17 |
The National Contact Centre Network (NCCN) began tracking calls where MAiD is referenced. The Director General (DG) of Field Operations surveyed all Area Directors across Canada and instructed them to have conversations with frontline employees about MAiD. |
| August 19 | The Minister of Veterans Affairs instructed the Department to conduct a full and thorough investigation and take all measures to ensure this does not happen again to any Veteran. |
| August 23 Veteran #2 |
The analysis of the files for the other Veterans who the employee was actively supporting identified a second Veteran with whom MAiD was raised. Management was immediately made aware of this case. Written guidance was sent to frontline employees to advise that employees shall not provide advice or suggestions to Veterans on the issue of MAiD. As well, if a Veteran was seeking advice on MAiD, they were to refer the Veteran to their primary care provider. |
| August 25 - September 14 | Five question and answer sessions were held with 750 staff to give them an opportunity to ask questions about the written guidance and training materials they had received on MAiD. These conversations reinforced that staff understood they were not to raise MAiD with Veterans. |
| August - November | VAC’s Deputy Minister and Assistant Deputy Minister Service Delivery proactively reached out to and met with Veterans’ organizations to discuss the issue and reiterate that the situation was unacceptable. They also spoke of the importance of ensuring that Veterans in need of support, continue to reach out in order to receive the help they require. |
| October 20 - November 24 |
The Minister of Veterans Affairs and senior Departmental officials appeared before the Standing Committee on Veterans Affairs on October 20 and November 24 to testify about allegations that MAiD was inappropriately raised to Veterans. The Minister appealed to Veterans to come forward if they had experienced a similar situation. The Department also widely promoted the services and supports available for Veterans with mental health conditions and Veterans in crisis through its website and social media platforms. On November 24, the Minister proactively shared that the Department’s investigation had revealed a total of four incidents. |
| September - December |
Throughout the fall months, some Veterans, family members and stakeholders contacted the Department to voice concerns or ask questions. Staff were provided information to ensure consistent responses were provided to reinforce that MAiD is not a VAC service and that MAiD discussions should be between a Veteran and their primary care provider. Each time a new allegation was raised, it was thoroughly investigated. Management interviewed frontline staff and reviewed all of these Veterans’ files, but no information was found to validate any of the allegations brought forward. |
| November 3 Veteran #3 |
At a meeting, management asked the employee about the phone conversation with the Veteran, as well as the second Veteran with whom MAiD had been raised. Through these discussions, management was made aware of a third Veteran with whom MAiD had been discussed. |
| November 10 Veteran #4 |
Another VAC employee, who was authorized to work in a Veteran’s file, found inappropriate references to the employee having raised MAiD with a Veteran. Management was made immediately aware of the fourth Veteran with whom the employee had provided information on MAiD. |
| December 13 | The internal fact-finding process related to the four incidents/Veterans concluded. |
| Mid-December | Employee no longer works with Veterans Affairs Canada. |
| Ongoing | Correspondence to the Department related to MAiD is responded to on a priority basis and any additional allegations brought forward continue to be thoroughly investigated. |
Summary of incidents & actions
Summary of incidents & actions