With the advent of the bill of rights and the new veterans ombudsman, the board realized that we should have perhaps a more formalized process for individuals dissatisfied with the manner in which they were treated by VRAB employees or members, and one that would also give them an opportunity to provide us with feedback or input into our process, so we put in place a process that is relatively formal but at the same time flexible in allowing individuals to initiate a complaint in a number of different ways, whether by phone, by email, or through the forum we have made available through our Internet site.
We implemented this process in October 2006. To date we have received 21 complaints that we would call formal. All these complaints are given time and are investigated; depending on our findings, we will take appropriate action, and of course each and every individual will receive a written reply from the board.
There is a range in terms of the kinds of complaints we receive. They generally include the manner in which they were questioned at hearings, the length of time for the claims, and the questions that members may have asked at the hearing relating to the credibility of evidence or the applicant's testimony. They may feel there was a lack of professionalism at the hearing or that all the evidence they have was not examined and thoroughly canvassed.
Of course, this complaint process doesn't address someone who is dissatisfied with the outcome of their decision. That, as you know, is the whole reason for the board; in the cases of those individuals, we educate and inform them on what the next level of redress would be and make sure they're aware of their options.
So far we've had some good success, and we hope it will complement the introduction of the ombudsman's office.