We value your feedback

We welcome and value your feedback as it assists us to monitor and improve our service to you.

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 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:

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 still not satisfied with the response, 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 (VCSM) 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 email 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.