The Vaccine Injury Support Program (VISP), initiated by the Canadian federal government to assist citizens seriously injured by COVID-19 vaccines, is reportedly facing significant operational challenges. Designed to provide compensation for those harmed by any Health Canada-authorized vaccine since December 8, 2020, the program has come under scrutiny for its administration by Oxaro Inc., a consulting firm selected by the Public Health Agency of Canada (PHAC). Following a thorough investigation by Global News, which included over 30 interviews with stakeholders, alarming claims surfaced regarding Oxaro’s suitability and preparedness to handle such a critical initiative. Many claimants feel neglected, reporting delays and inadequate support, which directly contravenes the government’s assurance of “timely and fair” access to assistance.
Initially, amid the pandemic, Canada was criticized for lacking a vaccine injury support system—a reality starkly contrasted by other G7 nations. As millions received vaccinations, while the government encouraged participation with promises of safety, it acknowledged the potential for rare but serious adverse health reactions. Since the roll-out of vaccines, Health Canada reported over 11,700 instances of serious adverse effects, encompassing life-threatening conditions such as Guillain-Barré Syndrome and myocarditis. To reassure and support those affected, then-Prime Minister Justin Trudeau emphasized the importance of VISP, which was expected to comprehensively safeguard those who might suffer from vaccine side effects.
However, concerns arose quickly following the program’s launch. With PHAC lacking in-house expertise to manage VISP, responsibility was shifted to Oxaro—a firm that, despite its commitments to deliver industry best practices, revealed significant deficiencies in experience and resources once functioning. Initial staff hired by Oxaro had minimal background in public health or claims management, leading to assertions from former employees that they were largely unprepared. Staffing turnover plagued VISP, further complicating operations as experienced claims managers departed and systemic guidelines to navigate claims remained elusive.
Former workers articulated frustrations regarding inadequate policies and procedural clarity. Reports surfaced of employees relying on “word of mouth” for guidance, highlighting a chaotic internal environment where important operational frameworks remained half-formed even two years post-launch. Consequently, claimants encountered inconsistencies and obstacles, as illustrated by individual cases exemplifying the erratic demands placed on them. For example, claimants were asked for unrelated historical medical documentation, reflecting a lack of clear direction in claims management.
The office culture at Oxaro reportedly diverged from expectations for a serious governmental program, with reports of recreational activities and casual attitudes amongst staff contributing to inefficiencies. This environment caused backlogs in claim processing, leaving many injured individuals without timely support. Allegations surfaced regarding dismissive treatment of claimants, even leading to a case manager’s termination for inappropriate comments while communicating with a claimant. Despite these challenges, some employees did express a commitment to assist claimants within their limited capacity; however, numerous cases remained unaddressed due to ongoing system inadequacies.
As VISP evaluated the situation heading into its fifth year, governmental reassessments indicated a willingness to improve services. The original contract with Oxaro was noted as problematic, with budget allocations starkly favoring administrative costs over direct support to the injured. Even as the program strives to align itself more closely with Quebec’s established support mechanisms, it faces ongoing critiques for inefficiency and a need for reform. All the while, applicants remain frustrated by the extended waiting times for claims, and thoughts linger among former staff about their missed potential to fulfill the program’s mission of timely and compassionate support for vaccine-injured Canadians.
