Veterans Affairs

The committee met to study the follow-up to the contract for rehabilitation services awarded to Partners in Canadian Veterans Rehabilitation Services (PCVRS). Appearing were Colonel (Retired) Nishika Jardine, Veterans Ombud, and Duane Schippers, Deputy Veterans Ombud, from the Office of the Veterans Ombudsman, along with Jane Hicks, Acting Senior Assistant Deputy Minister, Service Delivery, from the Department of Veterans Affairs.

Colonel Jardine stated that her office received 100 complaints about PCVRS since November 2022, less than 2% of total complaints, and found unfairness in six cases, none pointing to systemic issues. She noted informal complaints about communication delays, excessive assessments, and retriggering of trauma, but said a systemic review requires formal complaints and evidence of a common unfairness thread. She expressed concern about the rehabilitation program's construct, questioning whether veterans with no realistic return-to-work prospects are enrolled primarily for income replacement benefits, and said she awaits the department's response to its own audit recommendations.

Duane Schippers added that the ombuds office lacks statutory powers to compel document production or access files for systemic reviews, unlike other federal ombuds, and that the department has blocked file access for three to four years, citing privacy. He noted this hinders the office's ability to conduct broader investigations.

Jane Hicks clarified that testimony she gave previously was accurate, including that consultation with the union on the PCVRS contract occurred and continues monthly. She explained that the 732 survey respondents were not drawn from the full 23,000 referrals, as many were at various program stages, and that providers are added to a veteran's care team rather than replacing existing ones.

Minister Jill McKnight announced she has instructed the department to conduct an independent review of the rehabilitation program and PCVRS, aiming for data-driven improvements. She defended the program, citing that 74% of surveyed participants reported improved quality of life, though she acknowledged 26% need better service. She stated that cancelling the contract would be detrimental to veterans, that the program is not entirely broken, and that the review will identify gaps. She also noted that her office has not received complaints about PCVRS from any member of this committee.

The committee briefly debated procedural matters, including a request from Marie-Hélène Gaudreau to hear more witnesses, which was not resolved in the transcript. No motions or votes were recorded.