Mr. Speaker, it is an honour to stand in support of a bill that would provide better government services to people that need our help.
I am going to start off with a quote from my friend and constituent, A.J. Logan, who has this quote from Robert Hensel at the bottom of every email, “We, the one's who are challenged, need to be heard. To be seen not as a disability, but as a person who has and will continue to bloom. To be seen not only as a handicap, but as a well intact human being.”
That is how it should be but instead I am going to describe to members some of the experiences of people in my riding of Nanaimo—Ladysmith who are deeply frustrated by their inability to access government services and to be served in the way that they should be served.
I heard from a young veteran with PTSD about dealing with Veterans Affairs. He said, “It's like being given a jigsaw puzzle and turning off the lights.” How inhumane, especially for a young man who has served our country.
My constituency office is one of many across the country being flooded with urgent requests for help from desperate constituents who cannot access basic government services. It is not because they do not qualify but because they simply cannot get through to government agencies or cannot access the necessary information or the forms that they require. Many feel as if they are being systematically stonewalled by the very agencies that supposedly exist to assist them.
My staff member Hilary Eastmure said to me, “CRA recently told me that instead of replying to my faxes within 5 days, I shouldn't expect to hear back from an agent for at least 15 days”. The wait time for even our constituency office to get a reply has tripled. That is due to the “service renewal” at CRA, which has caused major backlogs for its staff as the entire system has been changed and staff have been reduced because some offices were closed or consolidated.
It sounds like things are getting worse, not better, and that was not the expectation that Canadians had of the Liberal government.
Phone lines are jammed to the point where people are not even permitted to remain on hold or leave a message. Instead, my constituents are advised to call back later, which yields the same result no matter what time of day they try to phone. Insiders readily admit that some government agency phone lines are designed to send people in circles and eventually drop their call because the system is too overloaded to handle the number of calls pouring in at any given moment.
The agencies themselves are understaffed and under-resourced. Remaining staff are working hard and they are trying hard, but they are stretched too thin and they are scrambling to cover the ever-growing backlog. Wait times are stretching from days to weeks to months to years. I have lost track of the number of refugee parents who have sat in my office. Being asked to wait years for family reunification means some parents are missing watching their children grow up. It is inhumane.
Whether it is a simple callback or a much needed refund or an anxiously awaited application approval, Canadians are waiting longer and they are suffering undue stress and financial hardship as a result.
Canadians accustomed to reliable service are quickly becoming disillusioned with our system, which is getting increasingly difficult to navigate, and this is especially apparent in the shift to online platforms. People that do not have regular access to a computer or printer, or who are not computer literate, have waited on the phone for hours. For seniors especially to be told to go online and fill out a form just sends them over the brink. They are so frustrated. These are people with disabilities, seniors, low-income Canadians, exactly the people that often require the most support from our government agencies.
Here is a quote from an email received from Freeman Dryden in Nanaimo, “We have been stymied by either lack of confirmations or the reception of refusal letters requesting all sorts of duplicate or impossible-to-find information. We have been made to fill out innumerable forms, both on paper and online, and, to date, have had absolutely no contact with real people, nor any confirmation of the services we carefully applied for.... Surely, there is some way to cut through this nightmare bureaucratic jungle.”
We must do better. We must restore Canadians' faith in the systems set up to support them in their time of need. We must invest in those front-line government agencies and the workers to improve accessibility, service delivery, and accountability.
Federal legislation addresses the issue of disability across a number of different policy areas. For example, legislation that touches on disability has been enacted at the federal level in relation to employment, employment equity, skills training, education, income assistance, tax, health, transportation, housing, as well as recreation and culture—many different ways. The Canada pension plan disability, the disability tax credit, registered disability savings program, veterans disability pensions, and the opportunities fund all operate as stand-alone programs with distinct and separate application processes. This reality makes it cumbersome for people living with disabilities to access the federal supports that they may be entitled to, and they have paid for them already in many cases.
I heard in detail about this from another man in our riding, Terry Wiens. He has had polio and he is facing extraordinary costs associated with his disability. He writes:
I recently had to buy a new RoHo Hybrid cushion for my wheelchair ($820) as well as a hospital bed ($1800 mattress not included) so decided to make a one-time withdrawal of $10,000 from my RIF.
What I didn't realize was the ripple effects of that decision. That raised my annual income enough to eliminate me from the Guaranteed Income Security (all $18/month worth). I have no doubt that next year I will qualify again but in the meantime we are penalized for our independence. You can't really compare the income of an individual that is facing costs that the average person never sees. To add insult to injury losing that GIS also cost me my Premium Medical Services subsidy (another $420/year cost), my opportunity for a subsidized assisted living apartment (GIS qualification is required for the subsidized program), a cut back to my current rental subsidy and doubling (from $450 to $900 yearly) of my Pharmacare deductible. It is not the $18/month payment but the status of qualifying for GIS that is important.
I thank Terry Wiens of Nanaimo. It is a really long letter and it is powerfully written, and it is maddening.
In that context, my New Democrat colleague from Windsor—Tecumseh has proposed Bill C-348. It is so simple, straightforward, and so humane to say we are not going to make everyone applying for these programs prove again and again that they actually face a disability. We are going to have navigators that help these people understand and work through the programs, the same way that veterans are asking for the same kind of navigation services, the same way that veterans affairs in Australia has put in place ages ago.
For people to be supported by a strong social safety net, to be supported by a good government, and to be able to access the programs they have paid into, Bill C-348 is specifically designed to crack the nut on this problem. We believe that people living with disability should not have to demonstrate or prove their disability to the government more than once. Anything more is unnecessarily punitive and disrespectful. It will cost the government nothing to fix this problem, so let us please vote together for Bill C-348, for humanity, for justice, and for the respect that people living with disabilities in our communities deserve.