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Changes to Veterans’ Access Network (VAN) Service Delivery in Greater Western Sydney

From Monday 8 December 2014 new service arrangements will be in place for DVA clients in the Greater Western Sydney Region.

This will include:

  • the relocation of the Parramatta VAN office to 60 Station Street East in Parramatta, with the VAN operating three days a week (Mon, Wed, Fri) between 9:00am and 12:00pm
  • introduction of an expanded outreach and information service to be held in various suburbs throughout Greater Western Sydney and surrounding suburbs.  Dates and locations for outreach visits will be clearly communicated to the veteran community. 

These new arrangements will enable veterans to access services and information from more locations across the region, and closer to where they reside.  An ongoing dedicated office in Parramatta will be maintained and located within walking distance to parking facilities as well as train and bus interchanges.

There are no changes to existing telephone and online services offered by DVA.  Clients can continue to receive DVA assistance by phoning 1800 555 254 and can continue to access the DVA self-service facility, MyAccount, online.

The Minister for Veterans’ Affairs, Senator the Hon. Michael Ronaldson announced the new arrangements following a period of consultation with the veteran community. A copy of the Minister’s media release is available on the website.

During the course of the year, the Department has been undertaking a review of service arrangements to ensure appropriate access points for veterans of all ages and their families.

We know that more and more of DVA clients are choosing to contact the Department via other means than through our shopfronts.  In fact, visits to the VAN have declined by 28 per cent since 2009.  As the needs of the veteran community change, we must also review, adapt and respond to the changing circumstances.

Consultation earlier this year indicated effective alternatives to providing a stand-alone DVA shopfront.  In some instances, DVA has co-located with the Department of Human Services, enabling dedicated veteran service through a more sustainable location.  Community outreach has also remained a key focus of service.

Other outcomes have included re-locating offices to better locations to maintain services to the surrounding veteran community.  This includes the Broadbeach VAN in Queensland.

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