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What to Expect When You Contact Our Office - Office of the Veterans Ombudsman
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class="col-md-12 main-container container js-quickedit-main-content"> <div class="region region-header"> <h1 property="name" id="wb-cont" class="gc-thickline"> <span>What to Expect When You Contact Our Office</span> </h1> </div> <section> <a id="main-content"></a> <div class="region region-content"> <article class="infographic full clearfix"> <div class="content"> <div class="row bs-2col"> <div class="col-sm-10 bs-region bs-region--left"> </div> <div class="col-sm-2 bs-region bs-region--right"> <div data-block-plugin-id="field_block:node:infographic:field_pdf_file" class="block block-layout-builder block-field-blocknodeinfographicfield-pdf-file clearfix"> <div class='mrgn-rght-md'> <a class='btn btn-default' href="/sites/default/files/2024-10/What%20to%20expect%20when%20you%20contact%20our%20office.pdf"> <span class="glyphicon glyphicon-download-alt mrgn-tp-sm"></span> PDF Version </a> </div> </div> </div> </div> <div class="layout layout--onecol"> <div class="layout__region layout__region--content"> <div data-block-plugin-id="field_block:node:infographic:body" class="block block-layout-builder block-field-blocknodeinfographicbody clearfix"> <div class="field field--name-body field--type-text-with-summary field--label-hidden field--item"><h2><i>Our role is to assess fairness in the delivery of programs and services offered by Veterans Affairs Canada (VAC). Anything outside of this is beyond our <a href="https://www.ombudsman-veterans.gc.ca/en/what-we-do/mandate">mandate</a>.</i></h2> <h3>Seeking Information?</h3> <p>When you contact us seeking information, we will do our best to provide that information in a timely manner or refer you to resources best suited to answer your question(s).</p> <h3>Have a Complaint?</h3> <p>When you contact us with a complaint or concern, we will review your complaint to determine if we can accept it.</p> <p>Reasons we may not accept your complaint include: </p> <ul> <li>The issue is outside of our <a href="https://www.ombudsman-veterans.gc.ca/en/what-we-do/mandate">mandate</a> (for example, disability benefits assessment and entitlement, Veterans Review and Appeal Board appeals, Department of National Defence policy and process matters, or issues with external or provincial bodies)</li> <li>Too much time has passed since the issue occurred</li> <li>Other avenues still remain to be pursued before we get involved (we are the office of last resort)</li> <li>There is no resolution that we can reasonably pursue</li> </ul> <h3>Accepting Complaints</h3> <p>If we accept your complaint, it will be handled on a first-come first-served basis. We only prioritize complaints if they meet at least one of the following criteria:</p> <ul> <li>Immediate and substantial financial concerns (for example, Income Replacement Benefits that are ending or significant health costs that you are paying for while you are waiting for a decision)</li> <li>An unmet health need</li> <li>Advanced age (80+) or palliative</li> </ul> <h3>Information Gathering</h3> <p>If we accept your complaint, the assigned Analyst will:</p> <ul> <li>Speak with you</li> <li>Review your file</li> <li>Examine the legislation, regulations and relevant policies</li> <li>Consult our legal counsel, if needed</li> <li>Speak with VAC</li> <li>Ask you for more information, if needed</li> <li>Ask you for documents and evidence</li> </ul> <h3>Fairness Assessment</h3> <p>We assess fairness based on the facts, information, and evidence available to us in reviewing your case. Our job is to be impartial. We don’t take sides in any case —not yours and not VAC’s.</p> <p>We will do our best to advise you of expected timeframes, but these may vary depending on the number of cases we are working on, the timeliness of responses from VAC, and the complexity of your case.</p> <p>If our assessment finds an unfairness:</p> <ul> <li>We will advise you of our findings</li> <li>We will work with VAC, if possible, to try to resolve the issue and make recommendations on what they should do to address the unfairness</li> <li>We will keep you informed</li> <li>We may write a report or letter to the Minister of Veterans Affairs<br> </li> </ul> <section class="panel panel-primary"> <header class="panel-heading"> <h3 class="panel-title">GOOD TO KNOW</h3> </header> <div class="panel-body"> <p>Our office does not have the power to compel someone to give us information or to require VAC to change a decision.</p> </div> </section> <ul> </ul> <h3>We want to hear from you</h3> <p>Call us or use our <a href="https://www.ombudsman-veterans.gc.ca/en/requests-complaints/submit-inquiry-complaint">Online Form</a> to get started.<br> <br> <strong>Telephone (toll-free): </strong>1-877-330-4343<br> <strong>Fax (toll-free):</strong> 1-888-566-7582<br> <strong>TTY (toll-free): </strong>1-833-902-9399<br> <strong>Mail: </strong>Office of the Veterans Ombud P.O. Box 66 Charlottetown, PE C1A 7K2<br> <strong>Website: </strong><a href="http://www.ombudsman-veterans.gc.ca">www.ombudsman-veterans.gc.ca</a><br> </p> <p> </p> </div> </div> </div> </div> </div> </article> </div> <div class="pagedetails-wrapper"> <div class="pagedetails region region-content-footer"> <div class="row"> <div id="block-ombudsman-reportproblemblock" class="col-sm-6 col-md-5 col-lg-4 block block-wxt-ext-webform block-report-problem-block clearfix" data-block-plugin-id="report_problem_block"> <details class="brdr-0"> <summary class="btn btn-default text-center"> Report a problem or mistake on this page</summary> <div class="well row"> <div class="gc-rprt-prblm"> <span id="webform-submission-gcweb-report-a-problem-node-724-form-ajax-content"></span><div id="webform-submission-gcweb-report-a-problem-node-724-form-ajax" class="webform-ajax-form-wrapper" data-effect="fade" data-progress-type="throbber"><form class="webform-submission-form webform-submission-add-form 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