With respect to the Veterans Affairs transformation plan, the veterans under the new Veterans Charter report there are problems with the documents they receive from VAC. Confusion and anger are caused by phone calls from unknown VAC staff members rather than letters that clearly state the actions or decisions made by VAC. There is confusion with their My VAC Account, particularly at the start. Their banking information is the very first thing they have to enter, rather than at a later time when they more familiar with the program.
On June 2nd, 2016. See this statement in context.