FAQs about doing business with DVA

When will my payment be credited to my financial institution account?

Your payment should be credited to your account on the payment due date.

How do I know what a payment is for?

A reference number will be displayed on your bank statement alongside your payment amount. The reference number will always begin with the letters DVA, so you will know the payment comes from Veterans' Affairs. DVA can also send you a remittance advice by fax or email detailing what the payment is for. The reference number that is displayed on your bank statement will also be displayed on your remittance advice, providing a convenient cross reference.

Do I have to receive a remittance advice?

No. If you do not wish to receive a fax or email remittance advice we will not send you one.

When will my electronic remittance be sent?

Fax and email remittances are sent the day before a payment is due to be credited to your financial institution account.

What happens if my fax or email remittance advice cannot be delivered?

If your remittance advice cannot be delivered we will attempt to resend it using the requested method or by an agreed alternative method. If you do not receive your email or fax, or you lose one, you may contact the accounts payable team in Brisbane on 1300 661 838 and request a resend. A remittance advice resend can be requested any time up to one year after payment was made.

What will my fax or email remittance advice look like?

Fax and email remittance advices have the same layout and print on A4 pages. Multiple pages are provided if the details of your payment relate to many invoices, or DVA wishes to provide additional remittance information that cannot fit onto one page.

What information will be contained on my fax or email remittance?

Your remittance advice will contain:

  • details of a contact for you to direct queries to
  • your name and address
  • date of the remittance
  • your fax number or email address
  • your lodgement reference (used on your bank statement to identify the payment)
  • total amount of the payment.

And for each invoice making up the payment:

  • DVA reference
  • your invoice number
  • invoice date
  • invoice amount
  • any additional remittance information provided by DVA.

What if I don't have a fax machine or an email address?

DVA can provide paper remittance advices by post. Mailed advices will only be provided under exceptional circumstances.

Are emailed remittance advices sent over a secure network?

E-mailed remittance advices are sent over the internet. There is no additional security provided with email remittance advices.

What is DVA's policy for sending personal or sensitive information in an emailed remittance advice?

DVA's policy is not to send personal or sensitive information over the internet. When this type of information is contained in a remittance advice, we recommend that you also provide a fax number. 

What is the format of emailed remittances?

Emailed remittances are sent to you as PDF attachments. Note: You need Adobe Acrobat Reader to view PDF documents. If you don't already have it installed, you can download a free copy from the Adobe website.

Which financial institution does DVA use to send direct credit payments?

The Reserve Bank of Australia (RBA) distributes all direct credit payments on behalf of DVA.

Does DVA send the fax and email remittance advices, or do you use a third party?

The Reserve Bank of Australia (RBA) distributes all electronic remittances on behalf of DVA.

Who do I contact if I have a query about my payment or my remittance advice?

Each remittance advice includes contact details for the DVA accounts payable team. This contact should be your first point of call. Alternatively, you can contact the department. These contacts can also be used to advise of any changes to your financial institution account or remittance address details.

How can I notify a change to my financial institution account or my remittance address details?

Complete a direct credit consent form and send it to:

DVA Accounts Payable Team
GPO Box 9998

Or fax the completed form to (07) 3815 9360