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DVA Service Charter

Our service charter

The Department of Veterans’ Affairs (DVA) Service Charter outlines what you can expect from us. It also tells you what you can do to help us give you the best service we can.

Download the DVA Service Charter 2014 (PDF 1.8 MB)

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About us

Mission - To support those who serve or have served in the defence of our nation and commemorate their service and sacrifice.

Vision - We will be a responsive and flexible organisation, efficiently delivering high quality, connected services to all generations of veterans and the wider veteran community.

Values - DVA upholds the Australian Public Service values: Impartial, Committed to Service, Accountable, Respectful, Ethical.

The Department of Veterans’ Affairs provides policy advice and administrative support to:

  • the Minister and the Australian Government
  • the Repatriation Commission in the administration of the Veterans’ Entitlements Act 1986, and
  • the Military Rehabilitation and Compensation Commission in the administration of the Military Rehabilitation and Compensation Act 2004, and for claims relating to defence service and certain overseas police service covered by the Safety, Rehabilitation and Compensation Act 1988.

The Department also administers a number of other Acts including the War Graves Act 1980, through the Office of Australian War Graves, and the Defence Service Homes Act 1918.

To call DVA ring 133 254 or from Regional Australia 1800 555 254.

To find out more about DVA go to www.dva.gov.au

Who we support

Through the Minister for Veterans’ Affairs, DVA supports:

  • veterans, war widows and widowers
  • serving and former defence force members
  • eligible Australian Federal Police members with overseas service
  • Australian participants in British nuclear tests in Australia, and
  • their dependants and carers by providing assistance.

Our standards

We strive to meet the following standards:

  • we will determine claims for:
    • compensation under the Veterans’ Entitlements Act 1986, on average, within 75 days of lodgement, or inform you if a determination is going to be delayed
    • initial liability under the Military Rehabilitation and Compensation Act 2004, on average, within 120 days of lodgement, or inform you if a determination is going to be delayed
    • initial liability under the Safety, Rehabilitation and Compensation Act 1988, on average, within 120 days of lodgement, or inform you if a determination is going to be delayed, and
    • income support pensions, on average, within 32 days of lodgement, or inform you if a determination is going to be delayed.
  • we will respond to feedback and complaints within 28 days.

We will report to you on our performance against these standards in the DVA Annual Report.

How we support you

We support you to maintain physical, mental and financial well being and quality of life by:

  • delivering health care and rehabilitation services emphasising wellness and self-sufficiency
  • providing compensation and income support, and
  • providing information and advice about our services.

We acknowledge and commemorate those who served Australia by recognising their service and sacrifice through official commemorations.

Our commitment to you

Our commitment is to provide a client-focused, responsive and connected quality service, and we will:

  • be courteous, considerate and respectful
  • listen to you
  • respect your privacy
  • be fair and ethical in our dealings
  • deliver our services in a timely and prompt manner
  • make it easy for you to use online services and find information
  • inform you of any delays in processing your matters
  • resolve any concerns, problems, enquiries and complaints quickly
  • provide accurate, clear and consistent information
  • maximise choice in how you access DVA services
  • keep you fully informed of your rights and entitlements
  • recognise that you have varying and changing needs
  • develop and equip our staff so they can provide you with quality service, and
  • increase awareness in the community about issues facing veterans, war widows and widowers, and serving and former members of the Australian Defence Force.

Your feedback will let us know if we have met these commitments.

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Your general rights

In dealing with us, you have a right to:

  • fair and unbiased assistance and decision-making
  • be treated with courtesy, consideration and respect
  • a clear explanation of the reasons for the decisions we have made
  • expect us to respect your privacy and keep your information confidential, unless disclosure is authorised by you or by the law
  • access and correct records held about you, subject to Commonwealth legislation
  • nominate someone to act on your behalf
  • use an advocate to represent you when dealing with DVA
  • lodge a complaint, and
  • have decisions reconsidered.

Your right to review

Depending on the type of decision you want reviewed, you can:

  • contact the decision-maker to discuss the reason(s) for the decision
  • contact your representative or advocate, or
  • appeal to the appropriate independent person or body, e.g. Veterans’ Review Board, Administrative Appeals Tribunal or the Commonwealth Ombudsman.

How you can help us

You can help us give you the best service we can by:

  • providing us with accurate, comprehensive and current information
  • notifying us promptly of any significant changes in your circumstances, e.g. change in income and assets, change of address, marital status
  • if dealing through an advocate, keeping your advocate informed of any changes in your circumstances
  • responding to our requests for information in a timely manner and letting us know if you are unable to reply on time
  • treating our staff with courtesy and respect, and
  • understanding that our decisions are made within the legislation and guidelines we administer.

Your feedback

We welcome your comments on any aspect of our service. You can:

  • email – Feedback
  • give feedback online through MyAccount
  • phone the DVA feedback number on 1300 555 785, or
  • write to The Manager, Feedback Management Team, GPO Box 9998, SYDNEY, NSW 2001.

If you are not happy with the way we have handled a complaint from you, you may also contact the Commonwealth Ombudsman on 1300 362 072 or via the internet at Ombudsman.

More information about complaints, compliments and feedback is available on the DVA website.

From time to time, DVA will ask about our client service via a survey. Clients who are invited to be surveyed are encouraged to participate.

For feedback related to the Veterans and Veterans Families Counselling Service (VVCS), or for more information on this service, you can call 1800 011 046, visit VVCS or email VVCS Feedback. The VVCS operates a feedback reporting system independent to that of DVA.

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