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

The Regional District of Okanagan-Similkameen will speed up the process for hospitality businesses looking to set up patios during the latest COVID-19 restrictions. Under the most recent restrictions, indoor dining is prohibited, but patio dining is allowed. (John Arendt - Summerland Review)
Regional District of Okanagan-Similkameen speeds up patio permit approval

Initiative to help hospitality businesses affected by latest COVID-19 restrictions

Firefighters responded to a house fire on Banks Crescent in Summerland on Friday afternoon. The fire began as a stovetop fire but resulted in significant damages. (John Arendt - Summerland Review)
Fire results in damage to Summerland home

Crews called on Friday, April 9 following stovetop fire

B.C's COVID-19 dashboard shows the peaks and valleys of cases prior to the record daily report of 132 on April 9, 2021. (Dashboard image)
Interior Health has record day of COVID-19 cases

132 cases reported Friday, April 9, more deaths in Vernon hospital outbreak

The Town of Oliver’s Town Offices, which the town wants to get designated a heritage site. (Black Press)
Oliver council to weigh nixing alerts for water leaks

Staff say the policy has served its purpose in fixing the majority of leaks

(Stock photo)
Snow levels above normal in Okanagan

Spring temperatures, rainfall will affect risk of flooding

B.C. Health Minister Adrian Dix and Premier John Horgan describe vaccine rollout at the legislature, March 29, 2021. (B.C. government)
1,262 more COVID-19 infections in B.C. Friday, 9,574 active cases

Province’s mass vaccination reaches one million people

Vernon Secondary School. (Google Maps)
Case of COVID-19 at North Okanagan high school

VSS exposure announced late Friday, April 9

Librarian Katie Burns with the Fraser Valley Regional Libraries poses for a photo in Chilliwack on June 18, 2019. Monday, April 12, 2021 is Library Workers’ Day. (Jenna Hauck/ Chilliwack Progress file)
Unofficial holidays: Here’s what people are celebrating for the week of April 11 to 17

Library Workers Day, That Sucks! Day, and Wear Your Pyjamas to Work Day are all coming up this week

The Royal’s 1951 visit to Revelstoke. (Photo by Revelstoke Museum and Archives #17)
PHOTOS: Prince Philip visited Revelstoke – twice

The prince died April 9 at the age of 99

Nolan's Pharmasave in downtown Vernon received 200 AstraZeneca COVID-19 vaccines Friday, April 9, 2021. (Brendan Shykora - Morning Star)
AstraZeneca vaccines arrive at Vernon pharmacies

Four pharmacies in the city received doses of the COVID-19 inoculant Friday

The RCMP were called to the Alchemy Studio on Thursday, April 8. (Contributed)
Revelstoke yoga class fined for defying COVID-19 orders

The RCMP were called to the Alchemy Studio on April 8

An East Hill resident had their leaf bags torched in front of their home overnight April 8. Less than two weeks prior their garbage can was lit on fire too. (Taryn Allen photo)
Garbage, leaf fires spark fear in North Okanagan

First an East Hill residents’ trash can, then bagged leaves were lit on fire

Okanagan-based All Are Family Outreach Society, which provides support to those struggling from Armstrong to Kelowna, is in need of a new headquarters after leaving a Winfield church in June 2020. (All Are Family Outreach photo)
Okanagan outreach society in ‘desperate’ need after storage unit break-in

All Are Family Outreach had $4,000 in tools stolen from its donation shipping container

Most Read