Complaints, compliments and feedback

The Department of Veterans’ Affairs (DVA) is committed to customer service so we value feedback from you. We would like to hear if you are happy with the service you have received. If you are not satisfied with the service provided by us, it is important you tell us, so that we can do something about it.

DVA has developed a comprehensive Complaints and Feedback Management Policy, and you should read this if you wish to provide feedback (complaints, compliments or suggestions for improvement) to DVA. It contains the definitions of complaints and compliments, the contact details on how to provide feedback as well as the service standards of complaints resolution. Further, the policy provides DVA's actions when it receives specific types of feedback, and the alternative options that complainants may wish to follow if they are unhappy with DVA's responses.

To make a complaint, the following steps are suggested:

Step 1 - If possible, a complainant should raise the matter with the person they have been dealing with. To call DVA ring 133 254 or from regional Australia
1800 555 254.

Step 2 - If a complainant is not satisfied with the response, they should ask to talk to the manager of that section.

Step 3 - If a complainant is still not satisfied with the response, please contact the Veterans’ Standards and Complaints Management (VSCM) team at DVA by:

• phoning the DVA feedback number on 1300 555 785 (this number is staffed during normal EST office hours but if staff are busy they will call back within one working day);
• mail addressed to the Manager, Veterans' Services & Complaints Management Team (Level 1) GPO Box 9998 SYDNEY NSW 2001 (Note: if you are concerned about the security of your personal information you may prefer to use registered mail); or
• e-mailing feedback@dva.gov.au - please note that if you choose to use this email facility your e-mail to us may not be secure. Please do not use this link to send DVA personal information. DVA will be unable to send any personal information via this link.

DVA can accept a complaint from a third party on behalf of a client (for example, an interested family member of a veteran). However, personal information cannot be disclosed to anyone without the client’s permission, unless a relevant Power of Attorney or Guardianship order is in place and has been advised to DVA

For general enquiries (not complaints or feedback) you can contact DVA by:

• Telephone: 133 254
  
• Regional callers: 1800 555 254
  
• Nearest VAN Office: 1300 55 1918
  
• Email: GeneralEnquiries@dva.gov.au

For enquiries from providers (not complaints or feedback) you can contact DVA by:

• Email: providerpartnering@dva.gov.au

 DVA is also seeking feedback on its website

We invite you to provide feedback on our website via a short survey. It will take 2-3 minutes and you may remain anonymous.

Complaints and Feedback Management Policy

Our aim | Our approach | How feedback is dealt with

1.       Our aim

DVA aims to achieve excellence in service delivery.  To accomplish this, DVA will strive to continually improve the services it provides to members of the veteran and defence force communities.  Complaints, compliments and suggestions for improvement are the most immediate and effective forms of feedback that will assist efforts to improve our service.

DVA is an organisation that welcomes and values feedback.  We know sometimes errors are made, however we want the opportunity to correct these and to improve and enhance our service.  DVA would also like to acknowledge staff members who are providing excellent service.  

DVA’s Service Charter is a public statement which details the range and quality of service that clients expect to receive from us.  Developed in consultation with the veteran community, Ex-Service Organisations and our staff, the Service Charter clearly states DVA’s commitment to providing excellent service and the standards by which the quality of this service will be judged.  Our performance is measured against those standards and the results are published in DVA’s Annual Report.  Data drawn from records of complaints and compliments gives insight into how well we are meeting the standards expected of us and what we can improve. 

2.       Our approach - we listen and learn

DVA welcomes and values feedback - such as complaints and compliments - from all who receive or provide DVA-funded services, or if they have an interest in veteran matters.  Complaints will be treated in a confidential manner and issues that are raised will be dealt with fairly and equitably. DVA will respond to complaints by fully dealing with all the issues raised as quickly as possible.  Irrespective of a complaint outcome, complainants will be provided with all the reasons for any decisions made.

All staff in DVA are responsible for accepting, recording and dealing with complaints, compliments and suggestions for improvement that are received by the Department. The Veterans’ Standards and Complaints Management (VSCM) team oversees DVA’s complaints management process and may be contacted directly if required. However, please note that the VSCM team are not responsible for undertaking internal complaints investigations (see Section 3 for the role of the VSCM).

DVA has a national system to support the monitoring and review of its service delivery performance.  The Complaints and  Feedback Management System (CFMS) enables all complaints and compliments to be recorded by staff and facilitates complaint assessment, response and finalisation.  CFMS helps DVA understand what is working well and to identify general problems that may lead to changes in how we do business. 

DVA will use the complaints it receives to improve its service delivery.  DVA will also use information received from compliments to acknowledge staff members who have provided exceptional service. 

DVA will continually review its complaints and feedback arrangements to ensure that they remain accessible to those seeking to provide feedback of any nature.

2.1       The basic principles of our complaints and feedback management system

DVA’s complaints and feedback management system is built on the following principles:

2.2       Definition of feedback

Feedback includes complaints, compliments and suggestions for improvement about a particular service, experience or event - not simply a statement of overall opinion about DVA’s services.  Typically, it will involve a specific transaction with either DVA or one of our service providers.

Feedback received by DVA can be in many forms, including (but not restricted to):

• written correspondence to DVA, including letters, emails and facsimiles;
• specific written correspondence to the Minister for DVA or another agency (such as the Commonwealth Ombudsman), which may be referred onto DVA for investigation and resolution;
• in person, such as face-to-face or over the counter; and
• by telephone.

2.3       Definition of a complaint

The definition of a complaint (which is consistent with Australian Standard ISO 10002-2006) is an: 

Expression of dissatisfaction made to DVA, related to its products (including services), or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.

A complaint is not:

• a request for information or explanation of policies; or
• a disagreement with a decision that has a formal avenue of appeal.

If there is disagreement with a decision that has a formal avenue of appeal, information will be provided about the appeal process and no complaint will be recorded.  However, if a disagreement includes a complaint about the service provided by the DVA during its decision-making, a complaint should be recorded.

2.4       Compliments

A compliment is an expression of satisfaction about DVA’s staff, services or service providers on a specific occasion or relating to a particular matter. However, a compliment may also be in relation to a general feeling of satisfaction with DVA due to the service you have received over a period of time. Compliments provide relevant workplace examples that can be used in DVA client service training. 

2.5       Suggestions for improvements

Suggestions for improvements in DVA’s services will be considered by the relevant business area.

2.6       Who can provide feedback?

Anyone can provide complaints, compliments or suggestions for improvements about DVA’s services, including:

• veterans;
• serving and former defence force members;
• war widows and widowers;
• family members;
• carers;
• Ex-Service Organisations;
• contracted service providers;
• professionals such as doctors, solicitors and accountants;
• members of  professional associations; and
• the general public.

2.7       Can I make a complaint regarding any business group within DVA?

You are able to make a complaint, compliment or provide feedback about any business group, section, team or staff member within DVA.

However, there are specific business groups that you should contact directly with specific complaints or compliments:

• The Veterans' Review Board (VRB) the independent tribunal which is independent of the Repatriation Commission and the Department of Veterans' Affairs. If you have a complaint, it is best first directed to the local VRB Registrar by telephoning 1300 550 460.
• Veterans and Veterans Families Counselling Service (VVCS)  which is a specialised, free and confidential Australia-wide service, providing counselling and group programs to Australian veterans, peacekeepers and their families. If you have a complaint contact your local VVCS centre by telephoning 1800 011 046 and ask for the Director.
• Defence Service Homes Insurance (DSHI) scheme which provides housing insurance benefits to eligible veterans, ADF personnel and their dependants. For any complaints related to the scheme please contact the DSH Insurance State Manager by telephoning 1300 552 662 or by e-mailing insurance@dva.gov.au.

For all other sections within DVA, please refer to the following guidelines.

2.8       How to provide feedback – both complaints and compliments

Personal information that is provided as a result of feedback will be treated in accordance with the Privacy Act 1988 to protect confidentiality.  Only general information, such as statistics and common areas of complaints and compliments, will be made available publicly in DVA’s Annual Report.

To make a compliment or suggestion for improvement, please provide feedback to any DVA staff member in person, by phone or in writing.  To call DVA ring 133 254 or from regional Australia 1800 555 254. Letters should be addressed to GPO Box 9998 in each capital city.

To make a complaint, the following steps are suggested for complainants:

Step 1:   If possible, you should raise the matter with the person you have been dealing with. To call DVA ring 133 254 or from regional Australia 1800 555 254.

Step 2:   If you are not satisfied with the response, you should ask to talk to the Manager of that section.

Step 3:   If you are still not satisfied with the response, please contact the Veterans’ Standards and Complaints Management (VSCM) team at DVA by:

• phoning the DVA feedback number on 1300 555 785; (this number is staffed during normal EST office hours but if staff are busy they will call back within one working day);
• mail addressed to the Manager, Veterans' Services & Complaints Management Team (Level 1) GPO Box 9998 SYDNEY NSW 2001 (Note: if there are concerns about the security of your personal information you may prefer to use registered mail); or
• e-mailing feedback@dva.gov.au - please note that if you choose to use this email facility your e-mail to us may not be secure. Please do not use this link to send DVA personal information.  DVA will be unable to send any personal information via this link.

DVA can accept a complaint from a third party on behalf of a client (for example, an interested family member of a veteran). However, personal information cannot be disclosed to anyone without the client’s permission, unless a relevant Power of Attorney or Guardianship order is in place and has been advised to DVA.

2.9       Information required for complaints

To help DVA respond quickly and effectively to complaints, complainants will be asked to:

• Provide as much detail as possible about their situation and any action that has been taken to try to resolve the issues. Information that may be helpful includes letters or other correspondence that have been received or sent, names of staff members and dates that contact was made with DVA, details of discussions with staff or advocates, applications that have been lodged or services that have been used.  
• Provide details of any DVA service providers that complainants have contacted and the provider’s actions and responses.  In many instances the service standards of professional providers are governed by industry bodies and DVA is bound by the standards and governing principles of those bodies. Complainants, not DVA, will need to direct issues to these bodies if necessary. However, feedback will help DVA monitor the services of its contracted providers. 
• Tell DVA what they would like done to successfully resolve the matter. DVA will try to provide satisfactory outcomes for complainants, however this may not always be possible.

2.10     Our response to complaints

DVA is committed to dealing with complaints quickly and learning from them.  We will strive to deal with any complaint at the first point of contact wherever possible, but it in many instances it will be necessary to pass on the details to a specific section for further investigation and resolution.

We will aim to meet the following service standards:

If the matter is complex, it may take longer.  If this is the case, DVA will ensure that complainants are given the contact details of the officer or area assigned to manage their complaint, and will keep them informed of progress and an expected resolution date. 

In all instances, the complainant will be given a reference number for the feedback provided which can then be used by DVA staff to track the progress of the complaint’s resolution. This reference number can also be used by the complainant if they need to contact DVA in relation to this issue.

If a complaint has been made to the Minister for Veterans’ Affairs, the Minister’s office will co-ordinate the timeframe for an acknowledgement and response, which may differ from the above service standards.

If the same issues are raised by a complainant on repeated occasions and where no possible further action can be taken, DVA will inform the complainant of other external complaint avenues to pursue (Please note: the VSCM team coordinate DVA’s complaints management system, and are not responsible for undertaking internal complaints investigations).

If a complainant remains dissatisfied with the handling of their complaint, they will be advised they can also contact the Commonwealth Ombudsman.

In general the Commonwealth Ombudsman can investigate complaints about the administrative actions of Australian Government departments and agencies including DVA. As a general rule, the Ombudsman will not, and in some cases cannot, investigate complaints until they have been raised with the agency. The Commonwealth Ombudsman can be contacted on 1300 362 072 or via the internet at http://www.ombudsman.gov.au/

3.       How your feedback will be dealt with by DVA

The VSCM team, as previously noted, do not undertake internal complaints investigations. The VSCM team facilitate the use of the CFMS, ensure best practice is undertaken in resolving complaints and monitor the time taken to resolve complaints. If complaints are received through the Feedback email and telephone channels, the VSCM will register them in the CFMS, advise the complainant of the reference number and then forward the complaint onto the relevant business area for an independent investigation of the matters raised.

The following table provides general information about what DVA will do when it receives certain types of feedback.