Skip to Content

Factsheet DVA21 - Feedback

Purpose

This Factsheet is about how to give feedback to DVA, including complaints, compliments and suggestions for improvement.

What is feedback?

Feedback includes complaints, compliments and suggestions for improvement about a particular service, experience or event, involving DVA or one of our service providers.  Please use the correct channels if you wish to request information or appeal a decision.

For more detailed information, please see the Complaints, compliments and feedback page of the DVA website at www.dva.gov.au/contact_us/Pages/feedback.aspx

Please note that fraud allegations are subject to a separate process. If you wish to provide such information you can email fraudallegation@dva.gov.au or see Factsheet IP01 Reporting Fraud to DVA.

Veterans and Veterans Families Counselling Service (VVCS) operate a feedback reporting system that is independent to DVA. If you have a compliment, suggestion or complaint about VVCS, please see Factsheet VCS01 General Information about VVCS.

Who can provide feedback?

Anyone can provide feedback. Anonymous feedback is accepted, but it limits the response we can provide.

Why should I provide feedback?

Feedback, in the form of complaints, compliments and suggestions, is one of the most effective ways to help us improve our services. We also like to acknowledge staff members who are providing excellent service.

What information do I need to provide?

To help us effectively reply to your feedback about DVA, you will need to provide:

  • specific details about the situation;
  • any action we have taken to try to resolve the issue;
  • details about your contact with staff or advocates;
  • information about any letters or correspondence that you have sent or received;
  • details about applications that you have lodged; and
  • what you would like us to do to successfully resolve the matter.

To help us effectively reply to your feedback about a DVA service provider, you will need to provide:

  • the service providers details;
  • specific details about the matter;
  • any contact you have had with the service provider about the matter;
  • the provider’s actions or responses; and
  • what you would like us to do to successfully resolve the matter.

How do I lodge a compliment or suggestion?

You can pass on a compliment or suggestion by contacting the person or section you have been dealing with.

If you have a DVA MyAccount, you can also lodge compliments and suggestions on the MyAccount website at myaccount.dva.gov.au Details on how you can register for MyAccount are at myaccount.dva.gov.au

You can also contact our Feedback Management Team (FMT) by:

  • calling 1300 555 785 during EST office hours (if the line is busy, your call will be returned within one working day);
  • emailing the feedback mailbox at feedback@dva.gov.au (please do not use this address to send DVA personal information);
  • writing to the Manager, Feedback Management Team GPO Box 9998 SYDNEY NSW 2001: or
  • completing an Online Feedback form which can be emailed, or downloaded and mailed to DVA.

How do I lodge a complaint?

If possible, you should raise the matter with the person you have been dealing with. If you are not happy with their response, ask to talk to the manager of that section.

If you have a DVA MyAccount, you can also lodge complaints on the MyAccount website at myaccount.dva.gov.au Details on how you can register for MyAccount are at myaccount.dva.gov.au

If you are not satisfied with the response, you should contact the DVA Feedback Management Team (FMT) using the details listed above.

If you lodge a complaint please refer to the Individual Rights and Mutual Responsibilities of the Parties to a Complaint document which details the rights and responsibilities that must be observed and respected by all of the parties to the complaint process.

We can accept a complaint from a third party on behalf of a client, for example a family member of a veteran. However, we cannot give personal information to anyone without the client’s permission, unless a Power of Attorney or Guardianship order is in place.

How will you handle my complaint?

We are committed to dealing with complaints quickly. In many cases, the complaint will be passed on to a specific section for further investigation and resolution.

We aim to acknowledge complaints received by email, in person and phone within two working days (those received by mail within five working days) and resolve them within 28 days. Complex cases may take longer to address, but we make sure you receive regular updates and the contact details of the staff member or area dealing with the complaint.

All complaints are given a reference number which we use to track them. We give you this number to use if you need to contact us about the complaint.

What if I am not happy with your response to my complaint?

If you are not happy with our response, you should ask for further clarification on the issues you raised. If you are not happy with this response, you may want to raise the matter with an external organisation, such as:

  • the Commonwealth Ombudsman;
  • the Office of the Australian Information Commissioner;
  • the Australian Human Rights Commissioner;
  • the Administrative Appeals Tribunal;
  • the relevant State health commission; or
  • the appropriate industry professional standards body.

More Information

DVA General Enquiries

Metro Phone: 133 254 *  

Regional Phone: 1800 555 254 *

Email: GeneralEnquiries@dva.gov.au

DVA Website: www.dva.gov.au

Factsheet Website: www.dva.gov.au/factsheets

* Calls from mobile phones and pay phones may incur additional charges.

Related Factsheets

Disclaimer

The information contained in this Factsheet is general in nature and does not take into account individual circumstances. You should not make important decisions, such as those that affect your financial or lifestyle position on the basis of information contained in this Factsheet. Where you are required to lodge a written claim for a benefit, you must take full responsibility for your decisions prior to the written claim being determined. You should seek confirmation in writing of any oral advice you receive from DVA.

Average: 1.7 (3 votes)
20 June 2017