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Results: 1 - 15 of 294
View Anne Minh-Thu Quach Profile
Thank you, Mr. Chair.
I'm going to share my speaking time with my colleague who has just arrived.
Thank you to the witnesses for being here.
My first questions will be for Mr. Johnson and Mr. Dupuis.
You spoke a lot about access to French-language services, especially in airports. How important is it to also have access to legal services in French? Although Quebec is a francophone province, after the arrival of 25,000 irregular migrants in 2017, there weren't enough French-language legal services and health care. There was a particular lack of francization and interpretation services. Even in Quebec we need such services.
What is the situation in your area?
View Diane Lebouthillier Profile
Lib. (QC)
I thank my colleague for his question.
I'm determined to improve the agency's services to meet the needs of all Canadians. The purpose of everything the agency has put in place in the past three years is to make the client our central concern.
We've introduced a new service, File My Return, an automated telephone service accessible to more than 950,000 taxpayers who have straightforward tax situations. We've clarified and simplified the use of our My Account service and also launched the CRA BizApp application.
We've reinstated the Disability Advisory Committee.
We've launched two series of Serving You Better consultations with small and medium-sized enterprises to determine with them how the agency can further simplify the way it works with them.
We've improved the objection process.
In February 2019, we'll be opening service centres for northern communities in the territorial capitals. What people in the north are experiencing is important to us. Their situation is very different from that of people in the south
We've completed installation of the new call centre platform, and it will be functional very soon. Business information requests directed to call centres migrated in November, and the service line for benefit information requests migrated on December 3.
We've also appointed the chief service and data officer, who will ensure the clientele is treated equally in the Canada Revenue Agency's various areas of activity.
We have simplified the agency's letters and forms. Last year we mailed tax packages to Canadians who chose to file their returns on paper, and we will do the same thing this year.
As I mentioned, the agency is still working to put the client at the centre of its actions.
View Jean Rioux Profile
Lib. (QC)
View Jean Rioux Profile
2018-09-27 12:01
You said that services were better before. Why is the quality of service declining?
View Seamus O'Regan Profile
Lib. (NL)
Chairman Ellis and fellow members of Parliament, good morning. Thank you for the opportunity to speak with the Standing Committee on Veterans Affairs today. I am always glad to meet with you because I know that we share the same goal, supporting the veterans of the Canadian Armed Forces and their families.
Our shared mandate it to ensure that Canada lives up to its duty to provide the care, support, respect, and economic opportunities that veterans deserve for their services to the country.
Before continuing, I would also like thank the committee for its dedication to ensuring that we keep that promise.
When I first appeared before the committee this fall, I was a newly appointed minister, and a lot has changed since then, including December's announcement of the pension for life. It will become another integral part of the package we provide for the well-being of our veterans. The pension for life provides three new benefits.
The pain and suffering compensation recognizes and compensates veterans for the pain and suffering they experience as a result of service-related disability. Additional pain and suffering compensation will be provided for those with severe and permanent service-related impairments causing a barrier to re-establishment in life after service. Veterans will be able to choose to receive those as tax-free monthly payments for life or as a single, non-taxable lump sum, whichever is right for them and their family.
The second component of the pension for life is the income replacement benefit that will provide up to 90% of the veteran's salary at the time of their release from the Canadian Armed Forces. This is for veterans who face barriers to re-establishment caused by health problems resulting primarily from service.
These components will be combined with the wellness benefit included in the New Veterans Charter in order to provide better support to ill and injured veterans as they begin their life after military service.
These components will build on our government's investments in budget 2016 where we increased the amount of the disability award; and as of December, veterans received $650 million. You can see that increase reflected throughout Veterans Affairs vote 5 in the 2017-2018 main estimates and throughout this year's supplementary estimates for the department.
We also increased the earnings loss benefit, which veterans receive while in rehabilitation, to 90% of their pre-release salary. We re-opened the nine offices closed by the previous government and opened a new office in Surrey, as well as expanding outreach to veterans in northern Canada, and we hired more staff.
Going live in two weeks are our budget 2017 initiatives, including the education and training benefit; career transition services; veteran emergency fund; caregiver recognition benefit; the expansion of our successful military family resource centre pilot; the veteran and family well-being fund; the centre of excellence on PTSD and mental health; and the elimination of a time limit on the rehabilitation services and vocational assistance program. I look forward to reporting back throughout the year on the progress in each of these.
The key to these benefits and programs is how we deliver them. Since December, I've had the opportunity to meet with hundreds of veterans, their families, and serving CAF members at town hall meetings. I can tell you how we deliver services and, in many cases, how services are not being delivered comes up loudly, and it comes up often, and for good reason.
When I was here last, I spoke about this committee's reports, “Reaching Out: Improving Service Delivery to Canadian Veterans” and “Mental Health of Canadian Veterans: A Family Purpose”. Many of your recommendations corresponded with what Veterans Affairs own service delivery review identified as key areas of need.
I also said that the department has an action plan to address those recommendations. Among the 91 specific measures to improve veterans' experience, the department has already responded to nearly half of them and I am committed to continuing to implement them by the end of 2020-21.
To accomplish this, we've made a number of fundamental changes to the way that Veterans Affairs works. The most significant one is completely turning around the approach to delivering services. Previously, it was up to the veteran to apply for benefits and services. Our service delivery review report called this the “pull” model. The problem with it was that veterans often did not have enough information to be able to ask the questions that would enable them to apply for benefits. Again, this is something that has come up over and over again with the veterans that I meet.
Therefore, we've flipped that to a push model. Now, Veterans Affairs staff take the initiative to give veterans all the information they need about the services they're eligible for. Let me take a moment to tell you a little more about that.
This month, the department is wrapping up a six-month pilot called guided support. The program assigned a veteran service agent to be the main point of contact at the department for a veteran. The agent gets to know the veteran, their family situation, and their needs and then determines what programs, benefits, and services they're eligible for. The agent helps the veteran navigate through the department's application and delivery system, and coordinates services.
The reactions of participants in the pilot study have been very encouraging. Veterans and families liked the fact that they only had to communicate with one person at the department. They appreciated the support they received in learning about services and benefits and in filling out the right forms to apply for them.
Veterans service agents were also enthusiastic. They like being able to visit veterans at home, getting to know them better, and developing a plan that is tailored to their individual needs. We are about to implement this level of support for all veterans who do not need a case manager, but need more than just a phone call.
However, it's important to realize that the fundamental changes the department has made to the benefits and services, and to the way it delivers them, are having an impact right now on the lives of veterans and their families today.
It's not only through the pilot project that veterans are getting more and better information about the services and benefits they're entitled to; the whole department is adopting the push model. It has made significant progress in improving communications to veterans, families, advocates, and stakeholders, whether in person, by phone, over the Internet, or even by mail.
As a result of these efforts, the number of applications for disability benefits has increased 32% over the past two years. We will ensure that every veteran who comes forward receives what they're entitled to, whether that's 10 veterans or 10,000.
I am here today in regard to supplementary estimates (C). As you can see, Veterans Affairs Canada is seeking $45 million in increased operating expenditures and $132 million in grants and contributions.
Our programs are driven by demand, which is why the bulk of these supplementary estimates will pay for benefits and programs that go directly to veterans, their families, and caregivers. They also include increases to disability awards and allowances, a doubling of the critical injury benefit, money for educational assistance for children of deceased members or veterans, payments for housekeeping and grounds maintenance for veterans, and funding for treatment benefits and operational stress injury clinics.
Chairman Ellis and members of the standing committee, we share a common goal to ensure that Canada's veterans get the support and services they need. Veterans Affairs Canada is working hard to enhance the well-being of veterans and their families.
With further improvements planned for the coming fiscal year and the reinstatement of a pension for life option in 2019, we are making real strides. With the support of this committee, we can continue making progress.
Thank you very much.
View Emmanuella Lambropoulos Profile
Lib. (QC)
Thank you very much for your answer.
Lastly, what have we done to improve the service for veterans who find themselves in remote or rural areas? Has there been any improvement recently?
View Jean-Yves Duclos Profile
Lib. (QC)
That is another very good question.
There are two things.
First, the community and the associations that represent the community groups are consulted before we agree, and before we sign the action plans. We conduct a broad consultation exercise in each of the provinces and territories to ensure that the organizations that represent minority francophone or anglophone communities are involved in the preparation of these action plans.
Second, in every case I can remember, a large part of the work is done through these community organizations, which are sometimes national in scale. That is the case in Ontario, since it is a vast province. Things are somewhat more concentrated, however, in Nova Scotia. So, we we work with the associations that represent francophone educational day care services in Ontario. Afterwards, most of the time francophone school boards do the work to ensure that early childhood services are well integrated into the educational services that follow early childhood. It depends on the circumstances, but that is often where the best work is done, that is to say when early childhood education services are integrated into the educational services that oversee them, and when this goes through existing structures. As we were saying earlier, this allows us to avoid situations where children in minority communities are sent to bilingual or immersion day cares. These services do not offer the quality we are seeking. It is preferable that things be done another way.
View Seamus O'Regan Profile
Lib. (NL)
Mr. Chairman, fellow members of Parliament, good morning and thank you for the opportunity to appear before the Standing Committee on Veterans Affairs for the first time. I appreciate the good work that members do on behalf of Canadian veterans and their families. I want to thank you for the hard work that went into your most recent reports, “Reaching out: Improving Service Delivery to Canadian Veterans” and “Mental Health of Canadian Veterans: a Family Purpose”. The former already precipitated a great deal of change since it was tabled a year ago and the latter is very near to my heart as a long-term advocate for mental health awareness.
We have been taking action on your recommendations to ensure the programs that we deliver are efficient, valued, and meet the needs of our veterans. As I'm sure you're aware, our own internal report, “Delivering Service Excellence”, released earlier this year, complemented many of the recommendations that you made. We are committed to improving our current system. We have a plan in place to address the recommendations. We are hard at work implementing them. We are overhauling how we deliver services. While it will take five years to successfully complete the transition, 90% of the recommendations will be completed within three years. A few of the things that will take longer rely on other government departments or policy changes that are outside our authority.
Those changes are key improvements to the many systems, services, support measures, benefits and programs that veterans need to successfully transition to civilian life. I am proud to take office during this pivotal time in order to help implement them.
I talk many times about my own connection to the Canadian Armed Forces: the fact that I grew up at CFB Goose Bay, and that my brother Danny is a lieutenant commander in the Royal Canadian Navy. Actually, growing up at CFB Goose Bay—I don't know if I've ever told you, Mr. Chair—I was taught at a very early age that Trenton was nirvana. All the CAF forces at CFB Goose Bay couldn't wait to get back to Trenton. I said, “Someday I have to visit it.”
In discussions with my brother, he made me aware of some of the challenges even before I came into this role. It was quite fitting and an honour and a privilege to be named Minister of Veterans Affairs and the Associate Minister of National Defence, and to work alongside members of the Canadian Armed Forces, the RCMP, veterans, and their families. This has given me the opportunity to take on these essential tasks of improving service delivery, closing the seam between the Canadian Armed Forces and Veterans Affairs Canada, and ensuring financial security for the most seriously ill and injured veterans.
We are here today to talk about what my department is doing, how the supplementary estimates reflect our approach to veterans' well-being, our accomplishments, and the work that remains to be done. Specifically, Veterans Affairs will receive an additional $26.1 million in these supplementary estimates, a 0.6% increase to $4.7 billion.
Before I speak to where we increased our estimates for new programs, it's important to point out that 90% of that budget figure represents payments directly to veterans and their families. For many veterans, this means the pain and suffering disability award in recognition of her or his injury. More than that, though, it goes to the earnings loss benefit of 90% of their pre-release salary, paid out during vocational rehabilitation. It also goes to the vocational rehabilitation that works with the veteran through the injury, which might be a barrier to finding her or his new normal.
If that veteran cannot re-establish after rehabilitation, it provides through the extended earnings loss benefit of 90% of pre-release salary paid out until the age of 65. It also goes to the career impact allowance if the veteran has a severe and permanent impairment, and to the career impact allowance supplement if that impairment results in a diminished earning capacity.
When a veteran turns 65, it goes to the retirement income security benefit or the supplementary retirement benefit.
Ultimately, all veterans who come to one of our many area offices can now be assured that most of our funding is used to recognize their pain and suffering and to set up and maintain wellness programs that provide a safety net during their recovery.
Let me say this again because it's an important point. Ultimately, for any veteran who comes to the door of one of our many area offices today, they can rest assured that the majority of our funding is going towards recognizing their pain and suffering, and establishing and maintaining the well-being programs that provide a safety net while they are mending.
But we still have work to do. We are enhancing the financial security and wellness elements of the new Veterans Charter to help veterans and their families transition to civilian life and make choices about what they want to do next, whether it be work, education, or other activities.
These supplementary estimates (B) primarily include funding for several budget 2017 initiatives. This funding and our overall guiding focus is about improving the lives of Canadian veterans, whether it be through enhanced education and employment services, the new caregiver recognition benefit that will provide $1,000 a month tax-free to the informal caregiver, or other critical programs we introduced in budget 2017, which will be implemented on April 1, 2018.
Of course, some of the funding went to the Invictus Games Toronto 2017, where veterans and active military members alike embraced the power of sport as they pushed through barriers and proudly represented our country. While it was an incredible event for the millions of spectators, I know there are many veterans who need more support from us, and that's why we're here today.
We are on the right track to improving our support for veterans. For example, of the 67,000 individuals who received the disability award increase reflected in these estimates, which put approximately $700 million in the pockets of our veterans, around 37,000 received their amended payment immediately, as a result of our move towards a fully automated system.
Having already done so much in reinforcing the benefits that make up our wellness model and bolstering the successes of the new Veterans Charter, we will announce more details on our monthly pension option for veterans shortly. We know this is an eagerly awaited announcement. We are committed to giving veterans and their families the best options to ensure their financial security and getting them the best possible support in their post-military lives.
We are all here to serve Canada's veterans. At the end of the day, those who need our assistance now or in the future need to know that we are here to assist them, and that we will continue to expand and adapt to the needs of our growing and diverse veterans community, especially with the help of this committee.
Thank you for your time.
View Gérard Deltell Profile
Mr. Hamilton, your service failed to deliver 84% of the time. It failed 84% of the time.
You say you are not surprised, but what did you do not to be surprised? How can it be that you are not surprised that your service did not work 84% of the time?
That is unacceptable, sir.
View Gérard Deltell Profile
Okay, we can all improve in life, we get that.
Yet with an 84% failure rate, you do not need to improve; you need to shake things up or else we have to start over from scratch. Come on, it is not a question of improving. You need a change in course and a kick in the backside to get things working properly.
Mr. Hamilton, if you wanted to hire someone and they got 16% on their test, would you hire them?
View Gérard Deltell Profile
Mr. Hamilton, do you realize that what you just said is an insult to the 84% of people who call and do not get the service to which they are entitled and which they pay for?
View Gérard Deltell Profile
Mr. Hamilton, what I find very disappointing is the way you are talking about this as though it were a question of making a few improvements. We are talking about an 84% failure rate. What is needed here is not an improvement: you need to completely review the structure and, above all, the culture.
How have you been able to keep your job with an 84% failure rate?
View Gérard Deltell Profile
That is your answer but it is unacceptable to Canadians.
What was done was more than a survey: it was demonstrated beyond any reasonable doubt that things are not working. You say that the technology has to be improved. That is not true. The role of technology is to support effectiveness; it is not the source of the problems. In the current culture, you are not worried about this. When you say that it is just a survey question and all that is needed is improvement, it is as though you are burying your head in the sand. I am sorry to have to be so harsh, Mr. Hamilton, but your answers are not acceptable.
View Gérard Deltell Profile
Thank you, Mr. Chair.
In your introduction earlier, you said something that was right on the mark. In fact, I am convinced that the 337 other members of the House of Commons share your opinion.
We have received a lot of calls from Canadians who were outraged by this. These people are not millionaires or people who hire an accountant to fill out their tax return. They are ordinary citizens with a modest income. In most cases, they are seniors. Eight times out of ten, or 84% of the time, these people were not able to talk to an agent or, even worse, got incorrect information.
Did these people pay too much tax or not enough? That is the question, and it is obviously the first one that comes to mind for them.
Did they pay too much tax as a result of the incorrect information they were given?
Mr. Hamilton, what recourse do these people have?
View Alexandra Mendès Profile
Lib. (QC)
Thank you very much, Mr. Chair. Thank you all for being here.
I'm going to follow up on my colleagues' points, Mr. Christopherson's and Mr. Deltell's, about the fact that taxpayers are citizens. Taxpayers expect a government that provides services to them that are accurate and timely.
When someone calls one of the call centres to ask for tax information and is given an erroneous answer, that will most automatically cause someone, in good faith, to submit an erroneous return. He or she is going to make a return that is mistaken because of the information he or she received. Mr. Deltell asked what recourse they have. Almost automatically the agency actually does the calculations and eventually will give us a proper amount. However, when we owe money to the agency, we're charged interest. When the agency owes money to us, not one red cent is paid in interest. For some people this is a big issue. It's a lot of money. They did it in good faith. They actually produced their returns in good faith.
Why are we continuing to provide bad information to people? If somebody doesn't know the answer, they should tell the citizen that they don't know the answer. Refer them to somebody who can answer them. But giving erroneous information is extremely harmful. I really can't understand how for years—this is not recent, this is not one time, this has been going on for awhile—we can continue to sustain a service that is providing erroneous information to citizens.
View Maxime Bernier Profile
View Maxime Bernier Profile
2017-11-23 11:57
Thank you.
My question is for you, Ms. Hart, and pertains to the deployment of the new services.
You assess the applications of companies who wish to offer those services and to receive funding to do so. Yet there is not just high-speed fibre optic service. I imagine there is also satellite Internet service.
How do you decide to help a supplier provide Internet service by satellite rather than fibre optic, for a specific region?
In the regions, people sometimes prefer fibre optic access over satellite. You provide funding so companies can offer one or the other.
How do you determine the type of service that people in a given region will receive?
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