Wait times

Questions and answers

• 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 the Department to process all complete applications in the past 90 days. Since the wait time shown is an average, some applications will take longer than others. 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 (for example, 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 programs are included in the tool?

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

  • Attendance Allowance
  • Caregiver Recognition Benefit
  • Clothing Allowance
  • Critical Injury Benefit
  • Death Benefit
  • Disability Benefits
  • Exceptional Incapacity Allowance
  • Veterans Independence Program
  • War Veterans Allowance
• 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 (for example, 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.

• 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. It 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?

  There is no difference between the wait time information here in the tool and what you would receive from us by phone. The most detailed information available is through your My VAC Account.