Following Up

On March 6, 2018 I wrote a blog entry about the problems that I had encountered recently.  I would like to follow up and say that I have had NO RESPONSE to my letters of concern from the senior administration of the program. 

I had reached out regarding the unfair adjudication practices and the routine denial of the appellants without waiting for the submission of their appeal documentation. 

I clearly outlined what had happened with two specific cases and advised that this was happening and CRICKETS..............

Today I have made at least seven calls to the 1-800-277-9914 number to try to obtain information for clients who are struggling to find out what is happening with their CPP disability applications - when I say struggling I mean unable to pay their bills and afford their medications.  I have been unable to get through due to increased call volumes.  This has happened all day. I continue to receive calls from Canadians who are trying to get service and who continue to be unable to get through.  What is wrong with the call centre???



CPP Disability and No Service Canada

I take my position as a member of the government CPP Disability Roundtable very seriously.  I feel having a seat at the table is very important so that I can express to the Ministry the difficulties that Canadians are facing as they try to navigate applying for or appealing disability benefits.

I am not biting my tongue today.  I have emailed the Ministry regarding these unfair practices. 

This one has to do with my least favourite adjudicator in the Chatham Region L.B. RN.  The management know who this adjudicator is as I have complained many times over the years. 

Client K.H. made an application to CPP disability and was denied (surprise!).  He contacted my office to get assistance with his reconsideration appeal as he has no money and did not want to be stuck in the Social Security Tribunal appeal line up.  So he wisely obtained help to have the best shot at reconsideration.

The client submitted the request for reconsideration - advising that he was obtaining assistance and that he wished to send in additional information in order to support his appeal.  Again he asked the department to wait on making a decision until all information was received.

On January 11, 2018 we received a letter (dated January 2nd, 2018)  from the L.B. at the Department stating that she wished to receive information within 30 days or a decision would be made.  At that time, we had not even received a copy of the CPP disability file from the department to see why the client was denied and what information we needed to obtain in order to help with this appeal.

On January 16th, 2018 we received a copy of the CPP disability file.  On January 29th, 2018 we submitted a request for additional medical information from the client's doctor to submit with his appeal and was advised that the doctor was away until February 5th, 2018.  On February 14th, 2018 we received a medical support from the client's doctor and a submission with additional information for the appeal was sent to Service Canada on February 20th, 2018. 

Yesterday in the mail I received two letters.  One was dated February 2nd, 2018 (which I received one month after the  letter was dated) which was a FINAL REMINDER saying we had 21 days to submit the information which by my calculation would have been February 23rd, 2018 and in a separate envelope another letter from L.B.RN dated February 22nd, 2018 denying this client's appeal.  This government employee did not even contact our office in person to determine if we were sending in additional information.  She just denied the appeal - if she had phoned our office - she would have been advised that additional information including additional medical information had been submitted on February 20th, 2018.

So now this is another client who has to appeal to the Social Security Tribunal because the department could not work with the client to ensure they have submitted all the that they can in order to support their appeal. Great meeting NO SERVICE STANDARDS.  I think this should be dealt with.  What is the rush to meet phony service standards when the way you are meeting service is to deny claims.

Speaking of which NO SERVICE CANADA - I have been phoning the 1-800-277-9914 number repeatedly - so far this week (it is Tuesday) I have called five times and been disconnected - cannot even get through due to high call volume. The office has been inundated with calls for Service Canada because people cannot get through and they are trying to obtain advice and information either on their disability benefit application or appeal - or simply to change an address - or enquiring where their taxation documents are.  To those people who are looking to call No Service Canada I feel your pain. I cannot get the information I need.  I cannot get through to anyone to speak to them about these ridiculous unnecessary denials.  I will keep you posted.  I have a few more tricks up my sleeve!


CPP Disability Service Standards

In October 2016, the department announced CPP disability service standards for initial and reconsideration applications as well as introduced new standards for applicants with terminal illness and grave medical conditions.

The service standard on initial application and reconsideration was 120 days.  This means a decision should be rendered by the department in a 120 day time frame.

I applaud the department's decision to ensure a timely decision, but adhering to this policy has lead to denials in situations where "service" standards have superseded the ability to make a positive decision.

I am speaking about reconsiderations.  Many of my clients request reconsiderations as their initial applications have been denied.  You only have 90 days in which to appeal the decision and then the appeal needs to be developed in order to convince the department that their decision was incorrect.  This typically means obtaining a copy of the CPP disability case file, to review its contents, to obtain additional medication information, and then to prepare reasons why the original decision to deny was incorrect.  This process takes time and often more than 120 days.  For example, it can take six weeks or more to get a copy of the CPP disability case file from the government.  Then it can take physicians time to put together information or maybe a client is waiting for a specialists' appointment.  Then it takes time to work with the client to prepare their submissions. 

When DCAC is asked to help a client, we send a letter to the department ensuring that they are aware that the client is getting assistance and asking them not to make a decision until the client has been able to adequately prepare their appeal.  We send this letter in on every file.  This letter is continually ignored.  I have taken this issue to the Management of the program but still the medical adjudicators routinely ignore this request.

Was does this mean? Let me give you a couple of examples:

Client N. He was denied by the Winnipeg office on initial application.  He requested Reconsideration which was acknowledged by the Department on December 8, 2017.  A letter was sent from DCAC to this office advising that we were working with the client to request additional medical information to support the file.  We asked for the department to contact our office before making a decision to ensure the client was ready to have the matter decided.  It is after all his appeal.  The medical adjudicator H.F. RN in Winnipeg made this decision to deny the appeal without contacting the office as asked.  The submissions and additional information had been sent from our office prior to finding out the decision had already been made.  The client was not close to the 120 day service standard "deadline"

Client D. She was denied by the Victoria office on initial application.  She requested Reconsideration which was acknowledged by the Department on November 2, 2017.  The same situation as before, the letter was sent to the region asking them to contact our office prior to making a decision in order to ensure the client was ready to have a decision made on appeal.  This time the submissions and additional information was submitted on February 15th, 2018 but a decision was made by J.P. RN in the Victoria office the day before on February 14th, 2018 without contacting our office.

What does this mean?  Well now these clients are having to appeal to the Social Security Tribunal.  This puts additional stress on the client and time that they are without benefits.  This also means that the government is funding another appeal at the tribunal when they could have waited as instructed to have a fulsome review at the time of the reconsideration.

I am fed up with the disrespect of these adjudicators who continually ignore the requests of the client to wait until they have all their information in order to make an appeal.  Do you recall the newspaper article last year which talked about CRA call centers meeting service standards by just not answering Canadian's calls?  It is really easy to meet service standards when you just make decisions without waiting for the information on appeal. Think about that.  You are requesting an appeal and then you are denied your opportunity because a medical adjudicator has to meet service standards even when they are directed by the client whose appeal it is to hold off on making a decision until they have had a chance to prepare their appeal.  Is this due process?  Is this a fair way for an adjudicator to do their job?  Half the time the client does not even know the information that has been submitted in their file - or why the decision was made the way it was made.  Knowing the case against you is part of natural justice -and yet the medical adjudicator does not respect a client's desire to ensure that they can make the case against them on appeal. 

I have raised this issue with the management of the department and it continues to go on.  Are they really meeting SERVICE STANDARDS when all this does is force their clients in to another appeal system?