Skip to Content

Telephone transformation

DVA is upgrading its telephone system to make it straightforward for veterans and their families to speak to the right person at the first point of contact. The following new technologies are in development and will become available soon. These are just two of the exciting initiatives underway to improve DVA phone services. Visit this page again for updates about further improvements.

Single phone number — 1800 VETERAN

We know it can be difficult for veterans and their families to identify the correct entry point when calling DVA due to the many telephone numbers that currently exist to access services. We also know that those with complex queries may be transferred to multiple destinations to meet their needs.

We are designing a better experience by providing a primary access number. This number is 1800 VETERAN (1800 838 372).  1800 VETERAN will become the single point of entry for most phone calls from veterans and their families, so it is straightforward for you to speak to the right person at the first point of contact.

Tell DVA — call steering via Open Speech

This new technology will enable you to describe your enquiry in your own words, rather than having to interpret and manually select from a menu of options. By simply stating what you need, you will be automatically transferred to the correct business area, so that you are speaking to the right person as soon as possible when calling DVA.

In preparation for implementing 'Tell DVA', some callers to DVA will soon hear a message asking them to say why they are calling, before they make a keypad selection from the usual menu of options. As we capture enquiries and work out how best to direct them, more and more calls will be directed through to the right area without the need for callers to use their keypad. A staff member will always be available to help where needed.

More information

If you have any questions about these initiatives, email your enquiry to GeneralEnquiries@dva.gov.au or call 1800 555 254.

If you would like to provide feedback on any of these initiatives, use the DVA feedback form (www.dva.gov.au/contact/feedback).

No votes yet