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Mr. Fantino has been able to push some initiatives to help veterans. He launched a review of the New Veterans Charter, the system through which modern veterans receive benefits. He secured more money for funerals and burials. He championed adding the Boer War and Afghanistan to the National War Memorial.

But he has failed to address the most pressing complaints voiced by veterans, including changing the department’s culture to make it more receptive to veterans’ needs, which in turn has contributed to the recent public relations disasters. And when he is challenged in public, the results have not gone well.

“What will live with him through the rest of his career is that finger-pointing,” said an official with one Canadian veterans’ organization. “That was a really bad day that has literally overshadowed his tenure.”

The official says the incident and others have contributed to an atmosphere of distrust toward the government among large parts of the veterans’ community.

Veterans Affairs was supposed to be a strength for the Conservative government, which had long touted itself as the most pro-military. It has become a weakness under Mr. Fantino’s watch. Sensing blood, opposition parties plan to make veterans an election issue next year.

“He’s been absent since he became minister,” said Liberal veterans affairs critic Frank Valeriote. “He has not heard the pleas of our veterans.”

Recognizing the danger, the government brought in reinforcements: retired general Walter Natynczyk, the former chief of defence staff, became the department’s top bureaucrat last month.

Widely respected, Mr. Natynczyk will be charged with doing what Mr. Fantino couldn’t: instilling a new, pro-veteran culture into the department; and offering a caring, compassionate face to Veterans Affairs. The appointment has been met with rave reviews.

“The Legion is really hoping that Minister Fantino listens carefully and takes the advice of his new deputy minister,” said Royal Canadian Legion spokesman Scott Ferris.

Yet even with Mr. Natynczyk’s appointment, Mr. Fantino’s time as veterans affairs minister may be running down. Critics say the prime minister can’t shuffle Mr. Fantino out of the position so close to an election, as that would be seen as an admission of failure.

“If they do that, then the government will admit they have bigger problems,” said Mr. Stoffer.

But the minister’s office has been shaken up, with his chief of staff leaving in recent weeks. Mr. Fantino has made few public appearances. His parliamentary secretary, Parm Gill, is taking on a greater role in Question Period. The government has just months before an election where its treatment of veterans — and Mr. Fantino’s perceived role — may factor in to the outcome.

Jan 28, 2014: