Veterans Affairs committee  Mr. Chair and Member of Parliament Luc Desilets, I didn't get to finish my introduction. However, as a 30-year veteran who processed education and training benefit claims for soldiers serving in the Canadian Armed Forces, I had no understanding or reason or knowledge that the education and training benefit was being farmed out to a third party contractor.

Veterans Affairs committee  I do not feel that veterans were contacted or reached out to. I currently have a second level in process to contest services I had with Canadian Veterans Vocational Rehabilitation Services. They have somewhere around 180 days to respond to these levels of complaints that we have.

Veterans Affairs committee  I've had four case workers—three in Calgary and one in Vancouver Island. I had a very close connection with one out of the four case workers. I connected with, melded with and had coffee with the case worker several times. We had a healthy relationship and that was because that case worker took the time to spend time with me and learn who I was.

Veterans Affairs committee  Mr. Chair and Member of Parliament Blake Richards, I am starting to see the same writing on the wall that we saw as public servants when Phoenix was rolled out without a proper test trial, with one department in the federal public service to try it out. I am very deeply concerned that this has not been discussed, rolled out or implemented properly, and when the switch turns to on, it may become an utter failure, just the Phoenix payroll system was on day one when it was first turned on.

Veterans Affairs committee  Thank you, Member of Parliament.

Veterans Affairs committee  I've had dealings with the organization that I've heard is going to be taking over. They've had extensive experience with veterans in dealing with physical aspects of their injuries. Anything outside of that context I cannot comment on. They do have a very comprehensive third party billing system in place.

Veterans Affairs committee  I do not feel that the current system at Veterans Affairs Canada, including the ombudsperson system, is reacting to and listening to veterans. I personally have spoken with ombudsperson staff about issues and concerns. They are more inclined to want to close the file than to actually action the file.

Veterans Affairs committee  Yes. I think Member of Parliament Blake Richards is right on track when he says he is concerned, as are many people. This may be like the Phoenix payroll system, in that it will just be turned on, as I just heard in this meeting, tomorrow, November 22, and it is not ready to handle the numbers I've seen—approximately half a million living veterans in Canada.

Veterans Affairs committee  Is there going to be a translation coming across?

Veterans Affairs committee  I see “raise hand”, “participants” and “interpretation” icons.

Veterans Affairs committee  We have not been consulted at all on this change, other than this opportunity for me to speak today because I've been a veterans' advocate and have been watching what was going on. I was glad that I was invited today.

Veterans Affairs committee  Thank you, Mr. Chair and House of Commons Standing Committee on Veterans Affairs, for the study on third party contracting out of services. My name is Master Corporal Kelly Carter, retired, and I am a 30-year veteran of the Canadian Armed Forces army logistics branch. I retired out of Garrison Edmonton in Alberta on August 14, 2013.