As part of this initial phase, the Canadian federal government has announced a compliance audit of Oxaro Inc. They are addressing growing concerns around the administration of VISP (Vaccine Injury Support Program). Our audit examines whether Oxaro managed the Community Administrator program effectively and efficiently. It’s the only federal program that compensates Canadians who’ve been harmed by COVID-19 vaccines. Since its inception in 2021, VISP has faced scrutiny over delays in claims processing and inadequate support for injured applicants.
In early 2021, the federal government solicited proposals from private companies and non-profit organizations to serve as the system administrator for VISP. As a result, Oxaro Inc. won the contract and went on to receive $50.6 million in taxpayer dollars for their work. Even with such a lucrative pot of funding, Canadians injured by vaccine shots have seen just $16.9 million go out to them. This shortfall has led many successful applicants to experience financial hardship.
As of today, more than 3,000 applications have been submitted to VISP. Yet as of early May, some 1,700 people are still awaiting adjudication of their claims. This multi-year backlog has resulted in understandably frightened applicants, many of whom have made the distressing lack of an at-the-ready case manager now unreachable. Many of these people have been forced into virtual fundraising just to make ends meet. They get by with these things while their claims are getting adjudicated.
The Public Health Agency of Canada (PHAC) conducted a surprise visit to Oxaro’s offices on June 17 as part of its investigation into the program’s operation. This surprise inspection came on the heels of a five-month-long investigation by Global News that uncovered numerous abysms management practices at VISP.
“I don’t think anyone actually understood the severity or the relevance of the program that was being contracted to the firm,” – A worker at Oxaro.
Workers at Oxaro have been frank about their inability to run the program properly given the state of play as it stands. Others claim that office distractions have elicited a recent uptick of annoyance. Some even believe that they’ve done the most they can do with the little resources of their own that they have.
“The program processes, procedures and staffing were adapted to face the challenges linked to receiving substantially more applications than originally planned,” – Oxaro.
Oxaro is doing some really cool things to find out for sure. And they’re working hand-in-hand with PHAC to figure out how VISP can scale up to address the increasing demand while being mindful of available funding. The company acknowledged that VISP is a “new and demand-based program” with an unpredictable volume of applications and appeals from claimants.
Yet frustrations still continue to mount among injured applicants who are left feeling abandoned and forgotten. Countless clients have referred to their experience with VISP as a “revolving door” of case managers who are unreachable. This final hurdle only compounds their anxiety.
“I think they (injured claimants) were merely names on paper and nothing more than that,” – A concerned applicant.
VISP Canadian advocates worked for decades to establish a vaccine injury support program in Canada, culminating in the announcement of VISP. It would have never seen the light of day without the necessity forced by the COVID-19 pandemic. The passion and purpose behind this current audit is to make sure that’s happening. It makes sure that those who are eligible don’t get delayed service when they’re in need.
