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Post by Rockarm on Tue 02 Jul 2019, 4:07 pm

On Hold: Veterans Affairs struggling to answer former service members' calls

The Canadian Press
July 2, 2019

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A sign is placed on a truck windshield as members of the advocacy group Banished Veterans protest outside the Veterans Affairs office in Halifax on Thursday, June 16, 2016. New figures show many veterans have had a hard time getting anyone to pick up when they call Veterans Affairs Canada's toll-free line for information or assistance ??? with nearly one in five hanging up before their call is answered.



OTTAWA — New figures show many veterans have had a hard time getting anyone to pick up when they call Veterans Affairs Canada’s toll-free line for information or assistance — with nearly one in five hanging up before their call is answered.

The figures uncovered by The Canadian Press through the access-to-information law show a continued trend of current and former service members being put on hold longer than promised when calling the department’s toll-free number.

While Veterans Affairs aims to answer 80 per cent of calls within two minutes, only 40 per cent of the more than 440,000 calls received last year were answered within that target.

A further 84,000 calls were designated as abandoned, meaning the caller hung up.

Veterans usually call the number to apply for or get information about benefits and services, or to get updates on their applications.

The department says it recently hired more employees to ensure call centres are fully staffed and now routinely meets the two-minute target, though it could not provide up-to-date figures because of a technical issue.





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Post by Derring on Wed 03 Jul 2019, 4:00 pm

Average vet faces 32-week wait for benefits decision, double government target

BY THE CANADIAN PRESS POSTED JUL 3, 2019

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Post by Viper on Wed 03 Jul 2019, 7:01 pm

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Prime Minister Justin Trudeau greets the Canadian Armed Forces in Whitby, Ont. on June 14. New figures show many veterans have had a hard time getting anyone to pick up when they call Veterans Affairs Canada's toll-free line for information or assistance with nearly one in five hanging up before their call is answered. (Chris Young/Canadian Press)



More problems reported for Veterans assistance phone line

Posted: Wednesday, July 3, 2019

https://www.rcinet.ca/en/2019/07/03/more-problems-reported-for-veterans-assistance-phone-line/



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