About the Office

The Office of the Veterans Ombudsman (OVO) is responsible for assisting stakeholders in resolving their issues, while providing them with the opportunity to bring their concerns to the attention of the Department of Veterans Affairs Canada (VAC).

Since its creation, the Office has had contact with thousands of Veterans – a track record that confirms the need for a Veterans Ombudsman.

The stakeholders of the OVO are those who hold a stake in what we do. They include the men and women who have accepted unlimited liability to serve our country and their families.

Our Vision

Our vision is that the Office of the Veterans Ombudsman (OVO) will be the rallying point for Veteran issues. We envision the Office as an action-oriented organization that anyone can come to on any matter that impacts the Veteran community, and be confident that the OVO will work tirelessly in that person's best interest.

The mission of the OVO is to ensure the fair treatment of Veterans and to uphold the rights articulated in the Veterans Bill of Rights (Opens in a new window). The OVO reviews and addresses complaints, systemic problems, and emerging issues regarding the programs, services and benefits provided or administered by Veterans Affairs Canada (VAC), or by third parties on VAC's behalf.

The OVO reviews broader systemic issues relating to the Veterans Review and Appeal Board (VRAB) and facilitates access to programs and services by providing stakeholders with information and referrals.

The Veterans Ombudsman can raise issues related to departmental processes and regulations when the Ombudsman feels that structural or regulatory changes are necessary to better meet stakeholder's needs. He can also address complaints on individual cases that are subject to departmental appeal (excluding those appealable to VRAB).

For more information on our vision, you can download a copy of our Office Charter here. (approximately 140 KB - opens in a new window)

How we are Organized

Our Office Hallmarks

How we work

The Office of the Veterans Ombudsman provides the Veteran Community with three main services: information, facilitation and intervention.

Information: We provide information regarding the various programs and services that are available to our stakeholders. This includes the services and benefits that are made available via Veterans Affairs Canada, as well as, through other groups serving the Veterans community.

Facilitation: Our staff knows that many Veterans who approach our Office may be frustrated after being bounced between organizations and receiving conflicting advice. We provide the facilitation of referral to the appropriate service provider best suited to handle the file.

Interventions: Interventions can be as simple as an informal mediation between a stakeholder and a program or service provider on a single disputed issue. An intervention can also be as complex as a full investigation into a systemic problem relating to policies, regulations or legislation, culminating in a formal report, with or without recommendations.

For more information about the four levels of intervention, click here.