Question Period Note: VETERANS BILL OF RIGHTS

• Veterans Affairs Canada’s mandate is to provide services and benefits to Veterans and their families in recognition of their service to Canada.

• The Veterans Bill of Rights was introduced in 2006 and declares that all Veterans and their families be treated with respect, dignity, fairness and courtesy.

• The Department provides mandatory training for all its staff on the Values and Ethics of the Public Service which addresses the Government of Canada’s approach to respect for people and dignity.

• This training includes information on the Veterans Bill of Rights.

BACKGROUND – VETERANS BILL OF RIGHTS
As a Department, our mandate is to provide exemplary, client-centred services and benefits which respond to the needs of Veterans, our other clients and their families, in recognition of their services to Canada; and to keep the memory of their achievements and sacrifices alive for all Canadians.
The idea of a bill of rights for Veterans was first introduced during the 2006 federal election. Through Budget 2007, the Veterans Bill of Rights was enacted by the Government of Canada.
Also in 2007, the Government of Canada established the Office of the Veterans Ombudsman, which has a role in investigating complaints from those who feel they have been unfairly treated by the Department, as outlined in the Veterans Bill of Rights.
The Veterans Bill of Rights applies to all Veterans and their families and guarantees that each Veteran has the right to:
1. Be treated with respect, dignity, fairness and courtesy.
2. Take part in discussions that involve you and your family.
3. Have someone with you for support when you deal with Veterans Affairs.
4. Receive clear, easy-to-understand information about our programs and services, in English or French, as set out in the Official Languages Act.
5. Have your privacy protected as set out in the Privacy Act.
6. Receive benefits and services as set out in Veterans Affairs Canada’s published service standards and to know your appeal rights.

WHEN PRESSED: VETERANS BILL OF RIGHTS
Q1 – What is the Veterans Bill of Rights?
The Veterans Bill of Rights is an expression of the rights Veterans have identified as important. It is a comprehensive declaration of rights for all war-service Veterans, Veterans and serving members of the Canadian Forces (Regular and Reserve), members and former members of the Royal Canadian Mounted Police, spouses, common-law partners, survivors and primary caregivers, other eligible dependents and family members, and other eligible clients.
Q2 – How and when was the Veterans Bill of Rights developed?
The idea of a bill of rights for Veterans was first introduced during the 2006 federal election. Through Budget 2007, the Veterans Bill of Rights was enacted by the Government of Canada.
The Veterans Bill of Rights was developed in consultation with Veterans' organizations to strengthen Veterans Affairs Canada’s ability to respond quickly and fairly to the concerns of Veterans. It sets out the rights of Veterans and clients in accessing Veterans Affairs Canada’s programs and services. It is a clear and concise statement that Veterans Affairs Canada will continue to make sure every one of its clients is treated with respect, with dignity and with fairness.
Rights:
• Be treated with respect, dignity, fairness and courtesy.
• Take part in discussions that involve you and your family.
• Have someone with you for support when you deal with Veterans Affairs.
• Receive clear, easy-to-understand information about our programs and services, in English or French, as set out in the Official Languages Act.
• Have your privacy protected as set out in the Privacy Act.
• Receive benefits and services as set out in Veterans Affairs Canada’s published service standards and to know your appeal rights.

Q3 – Who is included in the Veterans Bill of Rights?
The Veterans Bill of Rights applies to all Veterans and their families, including:
• Veterans with service in time of war, such as the Second War, the Korean War, and the Afghanistan War;
• Veterans and serving members of the Canadian Armed Forces, Regular and Reserve Force;
• Members and former members of the Royal Canadian Mounted Police;
• Spouses, common-law partners, survivors and primary caregivers;
• Other eligible dependents and family members;
• Other eligible clients;

Q4 - Are VAC employees trained on the Veterans Bill of Rights?
Veterans Affairs Canada provides mandatory training for all its staff on the Values and Ethics of the Public Service which addresses the Government of Canada’s approach to respect for people and dignity.
The National Orientation and Training Program for frontline field operations staff, while not specific to the Veterans Bill of Rights, provides core training elements for Veterans Affairs Canada employees who work directly with Veterans, and promotes care, compassion and respect. Additionally, all new employees to VAC are asked to complete an online orientation training program. This program, which includes a comprehensive overview of the department and our mandate is being updated to include extended information on Veteran’s Bill of Rights.
All employees complete a Canadian Forces for Civilians course which addresses key components of serving Veterans with integrity and respect.
All employees are required to take security training which covers topics that include privacy protection set out in the Privacy Act. As part of Veterans Affairs Canada’s onboarding process for new employees, employees receive “Privacy 101” training, which provides an overview of privacy principles required to work within privacy compliance. This includes the handling of personal information; the “need to know principle” of accessing only the personal information needed to fulfill the duties of an employee’s role; and what constitutes a privacy breach, and how to avoid them.