Thank you for the question.
The majority of the complaints we receive are from veterans who have an approved condition, a disability benefit, and they are now in treatment because they're entitled to treatment benefits for that condition for life. The majority of the complaints we get are around the fact that the treatment benefit they are seeking has been denied by Veterans Affairs. That's probably the most common complaint we get.
We also hear complaints about the rehabilitation program and the connection to the income replacement benefit. The disability wait time, the wait time to get a decision is still a complaint that we hear, but it has, absolutely, slipped to second place.
Let me reiterate that the majority of veterans are satisfied with the service they receive from Veterans Affairs. They don't stand up and say, “I'm really happy with VAC.” They come up to me quietly, and they say, “You know, I'm really happy with Veterans Affairs. I couldn't be happier. I'm very satisfied.”
We get complaints like, “I got a decision that I'm not happy with”, and we can help with that. However, there is a cohort of veterans who struggle to meet the administrative ask of the department, and who grapple with feelings of institutional betrayal. It's a complex thing because, for veterans, trust is so critical, and so, when they grapple with that, they have a much harder time asking for and receiving what they need.