Veterans Affairs Committee on June 10th, 2026

[Toufic El-Daher]

Basically, the only thing I can say about this is that there is an exclusive list of providers. That means that, in many cases, our veterans have to deal with Lifemark's provider. They cannot choose their own provider. So, yes, there is an exclusivity clause in most cases.

[Arnold Viersen, Conservative, Peace River—Westlock, AB]

Is that part of the contract?

[Toufic El-Daher]

I don't know, but I could provide an answer later. I would be happy to read it and then send it to you.

[Cathay Wagantall, Conservative, Yorkton—Melville, SK]

They aren't exclusive.

[Arnold Viersen, Conservative, Peace River—Westlock, AB]

However, they are enforcing it as if it were.

[Toufic El-Daher]

Yes. They say no. I listened to them. They say that's not the case. However, the reality on the ground is that our veterans have no choice.

[Arnold Viersen, Conservative, Peace River—Westlock, AB]

Thank you very much.

[The Chair, Liberal, Marie-France Lalonde]

Thank you, Mr. Viersen.

Ms. Gaudreau for one minute.

[Marie-Hélène Gaudreau, Bloc, Laurentides—Labelle, QC]

We all want our veterans to get good service.

What do we need for that to happen and for things to go back to the way they were? How can we develop our internal competency? That's a huge question.

[Toufic El-Daher]

That's a huge question, indeed, especially with only 30 seconds left.

What we really need is to go back to a people-centred approach, to the way we used to treat veterans. However, handing over responsibility for physical and psychological care to a billion-dollar corporation takes us away from Veterans Affairs Canada's very mission. We are a department dedicated to recognition, and we're not going to help veterans through a for-profit company.

Let’s give the power back to our in-house case managers. Let's fix what went wrong with Blue Cross. That way, we will be able to set things right. We won't be able to fix everything, but it will be a lot better than it is today.

Thank you.

[The Chair, Liberal, Marie-France Lalonde]

Thank you very much.

For the last two minutes, we have Mr. Casey.

[Sean Casey, Liberal, Charlottetown, PE]

Thank you, Madam Chair.

I'll go back to you, Mr. El-Daher.

In your opening remarks, you indicated that the question should be asked whether we are better off, and that “everything indicates...no.” Have you conducted any surveys or obtained any empirical evidence, or is that based solely on anecdotes?

[Cathay Wagantall, Conservative, Yorkton—Melville, SK]

Veterans aren't anecdotes.

[Sean Casey, Liberal, Charlottetown, PE]

Could we have Ms. Wagantall take the stand?

[Cathay Wagantall, Conservative, Yorkton—Melville, SK]

I would. Can I?

[Sean Casey, Liberal, Charlottetown, PE]

It seems she'd like to testify.

[The Chair, Liberal, Marie-France Lalonde]

Please, let's be respectful.

There was a question.

[Toufic El-Daher]

Basically, Mr. Casey, I rely on what I hear from my members across the country and on the surveys of veterans that the department shares with us. I believe that 72% or 74% of veterans are satisfied with VAC. To me, that's not enough. What do we do about the remaining 26% or 24%?

So, when I say no, you understand, like me, that not everything is going wrong. However, we want to address the issues so that our veterans are treated well and are taken care of. That is what we are asking for.

[Sean Casey, Liberal, Charlottetown, PE]

Prior to the PCVRS contract, the time from intake to treatment was 224 days. Now it's 110. When we revert, are you satisfied with the time from intake to treatment of 224 days?

[Toufic El-Daher]

Honestly, I pay close attention to the numbers. I could tell you plenty of stories about statistics and how you can twist them to mean whatever you want. I know that there are even veterans currently accepted into the PCVRS program who are waiting two to three months before receiving care, so please excuse me: I'm not saying everything is going wrong, but there are problems and we want to fix them.

I want to work with the department and with everyone here in the best interests of our veterans. That's why we're here. You are the Standing Committee on Veterans Affairs.

I will say it again: our internal employees are best equipped to resolve this.

[The Chair, Liberal, Marie-France Lalonde]

Thank you very much. I am so grateful to you.

I would like to thank all the witnesses for their flexibility. I know we had to change the schedule.

Mr. Vila, thank you very much again for joining us. Thank you for your service.

Ms. Josephian and Mr. El-Daher, thank you very much.

This concludes our study on the monitoring of the rehabilitation services contract awarded to PCVRS.

The committee will now continue in camera.

The meeting was suspended.

[Proceedings continue in camera]