Mr. Chairman, first, I appreciate the comments by the honourable member.
I would like to emphasize that the people within the system are not the problem. Many employees of the department and members of the Veterans Review and Appeal Board have come to us complaining about the system that ties their hands. They are the ones who have to deal with our veterans and give them the unfortunate news.
I could characterize the processes. My 11 priorities are focused very much on processes. It starts from the application process, when, if an application is incomplete, rather than phone the applicant, or the veteran, or the pensioner—I hesitate to use the terms “client” and “claim”, because this is not an insurance company—as would happen with employment insurance, they mail it back as incomplete, with letters that many veterans find incomprehensible. It starts at that level.
The degree of interaction that the members of Veterans Affairs have with the veterans--particularly the higher management--should be changed. They should become more sensitive to the impact of what they're doing and how it affects the veterans.
Within the Veterans Review and Appeal Board, once again, I've highlighted the major changes in process that should take place. I would submit that perhaps there would be financial implications for the board, but these are simply changing processes, such as publishing their decisions. The board has told me that it will cost them $4 million to effect this. What is the cost of fairness?
I would also say that these things have to be attacked comprehensively. If I had been given the fullness of time, it was my intent to work with both of these organizations to change the situation. But I would submit that if the department had been doing its job and if it had been exercising the benefit of the doubt since 1923 when it was first started, as described in chapter 8 of this book in great detail, then, first of all, the number of complaints that make it to the Veterans Review and Appeal Board would be much lower. I have submitted to the deputy minister that the 60% overruling rate that the Veterans Review and Appeal Board brags about is a 60% failing on the part of the department.
We should be looking at things comprehensively from stem to stern.