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Purpose 1: Compensation and Support

Compensation and Support

Maintain and enhance the quality of life of clients by improving their financial wellbeing and self sufficiency.

Total budget for 2016-17 is $6 Billion

  • Of this $2.4 Billion in income support
  • Of this $1.5 Billion in disability pensions
  • Of this $1.6 Billion in war & defence widow pensions

DVA is committed to providing client-focused, responsive and connected services to clients in the most strategic, sustainable and efficient manner. DVA is determined to improve the time taken to process compensation claims, respond to changes in the veteran community and provide flexibility as demographics change. 

Performance Indicators

Key activities and their performance indicators are listed below.

Program 1.1: Deliver income support and allowances

Income support provides a regular means-tested payment for eligible veterans and their dependants with limited means. While the veteran population is reducing in size, the activities undertaken within Program 1.1 are becoming more complex due to the increasing sophistication of clients’ personal financial arrangements and circumstances, which are reviewed regularly.

No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
1.1.1 Timeliness: Mean time to process new claims (days) 32 Yes      
1.1.2 Timeliness: Mean time to process pensioner initiated reviews (days) 14 Yes      
1.1.3 Price: Cost per income support clients $269 Yes      
1.1.4 Quality: Critical error rate for income support processing <5% Yes      
1.1.5 Measurement: The number of days within which 50% of cases will be processed (days) Claims: 30
PIRs: 10
Yes
1.1.6 Quality: Correctness rate >95% Yes

Program 1.2: Deliver disability support

Provides compensation in the form of disability pensions and ancillary benefits to clients for the tangible effects of war or defence service.

No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
1.2.1 Timeliness: Mean number of days to process a primary claim (days) 75 Yes      
1.2.2 Timeliness: Mean number of days to prepare a s. 31 review (days) 40 Yes      
1.2.3 Price: Average cost per disability pensioner $449 Yes      
1.2.4 Quality: Critical errors <5% Yes      
1.2.5 Measurement: The number of days within which 50% of claims will be finalised (days) 100 Yes
1.2.6 Quality: Correctness rate >95% Yes

Program 1.3: Deliver assistance to Defence Widow/ers and their dependants

The war widow(er)’s pension is part of a compensation package made in recognition of the special circumstances to compensate a widowed partner of a veteran, where there was a connection between the veteran’s death and service, and eligible children are provided with financial support.

No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
1.3.1 Timeliness: Mean number of days to process a primary claim 75 Yes      
1.3.2 Timeliness: Mean number of days to prepare a s 31 review 40 Yes      
1.3.3 Price: Cost per war widow/ers pensioner clients $164 Yes      
1.3.4 Quality: Critical errors <5% Yes      
1.3.5 Measurement: The number of days within which 50% of claims will be finalised (days) 30 Yes
1.3.6 Quality: Correctness rate 95% Yes

Program 1.4: Deliver other compensation

Delivers other allowances and assistance to clients under the Veterans’ Entitlements Act 1986 (VEA) and related legislation including home support loans, funeral benefits, prisoner of war ex gratia payments and payments on behalf of Commonwealth and allied countries. Assistance is also provided to the ex-service community via Building Excellence in Support and Training (BEST) grants and the Training and Information Program (TIP).

Funeral Benefits
No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
1.4.1 Timeliness: Mean time to process funeral benefits claims (days) 10 Yes      
1.4.2 Quality: Critical errors <5% Yes      
1.4.5 Measurement: The number of days within which 50% of claims will be finalised (days) 10 Yes
1.4.6 Quality: Correctness rate >95% Yes
Defence Home Loans
No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
1.4.3 Timeliness: Mean time to process subsidy (days) 10 Yes      
1.4.4 Quality: Critical errors <5% Yes      
1.4.7 Measurement: The number of days within which 50% of claims will be finalised (days) 18 Yes
1.4.8 Quality: Correctness rate >95% Yes

Program 1.5: Deliver the children education scheme

Under the Veterans’ Children Education Scheme and the Military Rehabilitation and Compensation Act Education and Training Scheme (MRCAETS), education allowances are paid to eligible children of ADF members who have died or been severely injured as a result of service. The schemes provide financial assistance, student support services, guidance and counselling for eligible students undertaking primary, secondary and tertiary full time study within Australia.

No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
1.5.1 Quality: Critical errors <5% Yes      
1.5.2 Measurement: The number of days within which 50% of claims will be finalised (days) 28 Yes
1.5.3 Quality: Correctness rate >95% Yes
1.5.4 Quality (Client satisfaction): Percentage of responses to the annual Education Schemes Satisfaction Survey indicating that clients thought the support provided helped the student reach their academic potential >75% Yes
1.5.5 Quality (Achieving the Schemes' Outcomes): Percentage of the Education Schemes’ clients progressing through each level of their education or career training >85% Yes

Program 1.6: Deliver income support and compensation under MRCA and SRCA

Provides compensation to clients under the Safety, Rehabilitation Compensation Act 1988 (SRCA), the Military Rehabilitation and Compensation Act 2004 (MRCA) and related legislation. The SRCA (and MRCA for injuries since 1 July 2004) provides coverage for injured ADF members to support their return to health, work and independence. There is also compensation for eligible dependants, and MRCA health care and other ancillary benefits.

No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
1.6.1 Quality: Critical errors under SRCA <5% Yes      
1.6.2 Timeliness: Mean number of days to determine a liability under SRCA (days) 120 Yes      
1.6.3 Quality: Critical errors under MRCA <5% Yes      
1.6.4 Timeliness: Mean number of days to determine a liability under MRCA (days) 120 Yes      
1.6.5 Measurement: The number of days within which 50% of claims will be finalised (days) Liability & PI: 100 
Incapacity: 50
Yes
1.6.6 Quality: Correctness rate >95% Yes

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