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O’Regan should try reading this book. If he did, there might not be any more annual bonuses for Natynczyk and the rest of his management team.

Conrad describes one particular conversation that could be taken right out of a Monty Python skit or similar comedy routine if it were not so disheartening.

He describes in brutal detail such a fundamental issue as trying to call Veterans Affairs.

It is not a simple case of picking up the phone and calling a staff member, even your own case worker.

Direct calls with VAC staff are not permitted, Conrad points out.

Instead to reach someone in the organization a veteran has to go through a 1-800 number. And then leave a message.

In the book Conrad describes a conversation he had with a VAC staff member who had been helping him.

“Can I give you a call tomorrow on this,” Conrad asked the woman.

“Sure. That would be great, Mr. Conrad.”

What’s your number?, Conrad asked.

“Just call the one-eight-hundred switchboard; they will patch you through. If I am not in, they will leave me a message and I will call you back.”

Conrad then pointed out that since he would be in meetings throughout the next day he would only be available at certain times. The phone call was important to him.

“Wouldn’t it be easier for both of us if I just had your office number?” he asked the VAC official. “I could call you at 10:15 sharp.”

The response?

“Well….umm, no. We cannot give those out.”

“I won’t paste it up on the subway,” Conrad replied. “You can trust me, I am a Canadian soldier.”