On Hold: Veterans facing long waits when calling for help

Feds aim to answer 80% of calls within two minutes, but only 40% last year actually were

New figures show many veterans have had a hard time getting anyone to pick up when they call Veterans Affairs Canada 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 it 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.

READ MORE: B.C. city councillor’s motion to bill military for community events ‘shameful’

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.

The Canadian Press

Like us on Facebook and follow us on Twitter

Just Posted

Two Nelson Police officers investigated for misconduct

The investigations were made public in an annual report

Morrison wins Kootenay-Columbia for Conservative Party

Unofficial results peg 28,495 votes for Morrison with 98 per cent of polls reporting Monday evening

Nelson plans for Clearwater Creek as additional water source

Existing Selous and Anderson Creek sources to be upgraded

Local artist supports Women’s Centre with exhibit

Matty Kakes has pieces available at Kootenay Coop

UPDATED: Supreme Court of Canada sends Lemon Creek class action back to B.C. court

Court action aims to compensate 2,500 people affected by the Lemon Creek fuel spill

Scheer says Canada more divided than ever, as NDP and Bloc hold cards close

While Liberals were shut out of two key prairie provinces, they took two-thirds of the seats in Ontario

Horvat’s hat trick lifts Canucks to 5-2 win over Red Wings

First career three-goal game for Vancouver captain

Saanich Gulf-Islands’s Elizabeth May coy about leadership plans

The federal Green party leader talks possibility of running as MP without being leader

Estheticians can’t be forced to wax male genitals, B.C. tribunal rules

Langley transgender woman Jessica Yaniv was ordered to pay three salon owners $2,000 each

Two youth arrested in UBC carjacking at gunpoint, after being spotted in stolen Kia

‘A great deal of credit is due the alert person who called us,’ said North Vancouver Sgt. Peter DeVries

People’s Party of Canada’s anti-immigration views ‘didn’t resonate’ with voters: prof

Party was formed on anti-immigration, climate denying views in 2018

Windstorm knocks out power for 10,000 in north and central B.C.

Power slowly being restored, BC Hydro says

Investor alert: ‘Split games’ pyramid scheme circulating in B.C.

British Columbia Securities Commission issues warning about scheme selling virtual shares

Federal NDP may support B.C. with major projects, Carole James says

SkyTrain Surrey extension, Massey Tunnel need Ottawa’s help

Most Read