A pharmacist prepares the Pfizer-BioNTech COVID-19 mRNA vaccine at a pharmacy prototype clinic in Halifax on March 9, 2021. The CANADIAN PRESS/Andrew Vaughan

A pharmacist prepares the Pfizer-BioNTech COVID-19 mRNA vaccine at a pharmacy prototype clinic in Halifax on March 9, 2021. The CANADIAN PRESS/Andrew Vaughan

B.C. government won’t release Telus contract on vaccine appointment call centres

Premier John Horgan and Health Minister Adrian Dix were repeatedly asked during question period

British Columbia’s premier and health minister refused to directly answer questions Wednesday about the government’s contract with Telus, the provider whose call centres for COVID-19 vaccine appointments got off to a chaotic start.

The Opposition Liberals repeatedly asked Premier John Horgan and Health Minister Adrian Dix during question period to release the contract and to provide basic information including its monetary value and the number of staff promised to the centres.

Both Horgan and Dix did not provide specifics, but instead repeated earlier remarks that Monday was a “bad day,” when Vancouver Coastal Health was only able to book 369 appointments, but that steps have been taken to improve the situation.

“People have bad days all the time,” Horgan said. “I’m fairly confident that Wayne Gretzky didn’t score in every game he played in, but he kept getting on the ice and doing the best he could. That’s exactly what we did in Vancouver Coastal Health.”

The health authority was the only one that did not have a backup call centre to the system provided by Telus. More staff were added and 4,000 appointments were booked in Vancouver Coastal on Tuesday and 2,500 more as of 1 p.m. Wednesday, Dix said.

Telus apologized for the performance of the call centres on Monday, when residents 90 and up and Indigenous people over 65 became eligible to book appointments, but many experienced repeated busy signals and messages telling them to call back later.

The company has said it was asked to provide 156 agents to answer calls at all times across the province, and it increased that number to 250 by Tuesday afternoon.

RELATED: B.C. minister blasts Telus performance on 90-plus vaccine appointments

The Opposition Liberals said only 33 call-takers were originally assigned to Vancouver Coastal — the second-largest authority in the province.

The Liberals asked why the government thought it would be an adequate level of staff as well as who signed the contract and when.

Liberal Renee Merrifield, a member of the legislature for Kelowna-Mission elected last fall, called on the premier to take full responsibility for the “botched” rollout of the system.

“I fully appreciate that accountability ends with me,” Horgan said. “If that doesn’t meet the bar set by the newly minted member for Kelowna, I apologize to her as well.”

Dix said that 35,500 appointments have been booked over the past three days. He has previously said about 54,000 people are eligible to book this week.

He said each health authority signed an agreement with Telus to provide call centre capacity under a long-standing master agreement with the company.

“It’s natural that we would turn to an outstanding provider such as Telus to do this,” Dix said.

The minister added that Telus president Darren Entwistle has “personally” driven the effort over the past two days to make things right.

BC HealthCoronavirus

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

Penticton bylaw officers tore down a “pretty significantly sized” homeless camp underneath the bridge near Riverside Drive Friday, April 16 morning. (Brennan Phillips - Western News)
Penticton bylaw tears down ‘significantly sized’ homeless camp under bridge

Many residents had made complaints about the camp before it was torn down

Through their Simple Generosity campaign, Valley First has pledged to donate $1 million of community support to British Columbia communities in 2021. (Contributed)
Valley First rewarding Penticton families with innovative way to thrive together

Participants with ‘inspiring ideas’ will receive a surprise for their family, valued at up to $2,500

Elvira D’Angelo, 92, waits to receive her COVID-19 vaccination shot at a clinic in Montreal, Sunday, March 7, 2021, as the COVID-19 pandemic continues in Canada and around the world. THE CANADIAN PRESS/Graham Hughes
110 new cases of COVID-19 in Interior Health

Provincial health officers announced 1,005 new cases throughout B.C.

Ryan Upson’s first BCHL hat-trick propelled the Vees to a 7-1 stomping of the Cranbrook Bucks Thursday April 16) night to improve their record to 7-1-0-0 in this abbreviated pod season. (Cherie Morgan/Cherie Morgan Photography)
Pentiton Vees bounce back with big win over Bucks

Vees score five in under five minutes, win 7-1 over Cranbrook

Black Crow Cannabis is just one of Vernon's many pot shops now open in town. (Jennifer Smith - Morning Star)
Kelowna has highest cannabis fees in Okanagan

Vernon’s 14 stores pay second highest business licence fees

Flow Academy is located at 1511 Sutherland Avenue in Kelowna. (Michael Rodriguez - Capital News)
Black Press Media Weekly Roundup: Top headlines this week

Here’s a quick roundup of the stories that made headlines across the Okanagan, from April 11 to 16

Vancouver Police Const. Deepak Sood is under review by the Independent Investigations Office of B.C. after making comments to a harm reduction advocate Sunday, April 11. (Screen grab)
VIDEO: Vancouver officer convicted of uttering threats under watchdog review again

Const. Deepak Sood was recorded Sunday saying ‘I’ll smack you’ and ‘go back to selling drugs’ to a harm reduction advocate

Provincial health officer Dr. Bonnie Henry prepares a daily update on the coronavirus pandemic, April 21, 2020. (B.C. Government)
B.C.’s COVID-19 infection rate persists, 1,005 new cases Friday

Hospitalization up to 425, six more virus-related deaths

Ford F-350s have been targeted in the North Okanagan by auto thieves since February 2021, Vernon North Okanagan RCMP data shows. (Gene J. Puskar - The Canadian Press/AP file)
Auto thieves target older Ford F-350s in Vernon: RCMP

Vernon Mounties remind all motorists no vehicle is immune to auto crime

The Nautical Dog Cafe at Skaha marina is getting its patio ready in hopes Mother Nature will provide where provincial restrictions have taken away indoor dining. (Facebook)
‘A lot of instability’: B.C. restaurants in layoff limbo

As COVID-19 cases stay high, restaurants in British Columbia are closed to indoor dining

Prime Minister Justin Trudeau looks on as Deputy Prime Minister and Finance Minister Chrystia Freeland responds to a question during a news conference on Parliament Hill in Ottawa, Tuesday, Aug. 18, 2020. THE CANADIAN PRESS/Adrian Wyld
Expectations high as Trudeau Liberals get ready to unveil first pandemic budget

The Liberals will look to thread an economic needle with Monday’s budget

Royal Inland Hospital in Kamloops. (Dave Eagles/Kamloops This Week file photo)
RCMP intercept vehicle fleeing with infant taken from Kamloops hospital

The baby was at the hospital receiving life-saving care

Vernon North Okanagan RCMP were present at the McDonalds in Armstrong Thursday, April 15, 2021. (Tomer Joury - Facebook)
Police handle ‘high-risk’ situation at Armstrong residence

A woman was apprehended and taken to hospital under the Mental Health Act; no charges laid

Since April 4, 38 flights with COVID-19 cases have departed from Vancouver International Airport, while 23 arrived. (Phil McLachlan/Capital News)
Vancouver the largest source of domestic flights with COVID-19 cases: data

This month alone, 38 flights with COVID-19 cases have departed from Vancouver International Airport, while 23 arrived

Most Read