Client Service Pilots through Services Australia

Last updated: 
5 August 2020

Through the Veteran Centric Reform Program, the Services Australia is running a series of scoping studies and pilots in collaboration with the Department of Veterans' Affairs (DVA) to look at ways it can enhance service delivery to the veteran community. These pilots are designed to complement DVA's existing face-to-face services, including Veterans' Access Network (VAN) offices. They will not replace or reduce VAN offices or any other DVA services or programs.


Mobile Service Centre Pilot

One of the projects involves using Services Australia's Mobile Service Centres (MSCs) to provide additional information points for veterans and their families. The MSCs are 'offices on wheels' that travel to rural and regional locations throughout Australia.

As part of the pilot, DVA has trained MSC staff to deliver a veteran information service. This service will be available at all MSC visits during the pilot period from 1 March 2018 to 30 June 2020.

Services Australia regularly updates details on the MSC locations. Alternatively, to check upcoming visits, go to their website and type 'mobile service centres' into the search field.

Assisted information service through Services Australia's Agents Pilot

Services Australia uses face-to-face service providers, or Agents, at 348 sites across Australia to deliver services on its behalf. These Agents, often co-located with other services, for example, visitor information centres, engage Specified Personnel to help users interact with self-service facilities and find information about government services and, in some instances, other local services.

For the DVA pilot, there are 28 Agents participating in the pilot. These Agents provide prospective and current DVA clients with assisted access to information about veterans' services.

The pilot period for these new Agent services has been extended to 30 June 2020.

The locations of the Agent sites participating in the pilot are listed in following table:

Participating Agent Sites
Location State Host Address Opening Hours
Tenterfield NSW Tenterfield Insurance Agencies Pty Limited 279 Rouse St, Tenterfield, NSW 2372 9:00 to 17:00
Pottsville Beach NSW Intereach Limited 10b–12a Elizabeth St, Pottsville NSW 2489 8:30 to 13:30
South West Rocks NSW Kempsey Neighbourhood Centre 9 Ocean Road, South West Rocks NSW 2431 8:30 to 15:00
(Closed 12 to 12:30)
Cootamundra NSW Cootamundra Development Corporation Ltd 169a Parker Street, Cootamundra NSW 2590 9:30 to 14:30
Merimbula NSW Australia Postal Corporation 5–7 Merimbula Drive, Merimbula NSW 2548 9:00 to 14:30
Norfolk Island NSW The Professional Centre 115 Taylors Road, Norfolk Island NSW 2899 9:00 to 15:00
Corowa NSW Intereach Limited 109–111 Sanger St, Corowa NSW 2646 9:00 to 16:30
(Closed 12 to 12:30
Amoonguna NT Macdonnell Regional Council Lot 61 White Gum Drive, Amoonguna, Alice Spings NT 0870

Mon-Thurs 8:00 to 17:00
Fri 8:00 to 15:00

Belyuen NT Belyuen Community Government Council Cox Peninsula Rd, Belyuen NT 0822 8:00 to 16:00
Laidley QLD Laidley Community Centre 13 Mary St, Laidley, QLD 4341 9:00 to 15:00
Childers QLD Excel Care Australia Walhallow Village, Childers QLD 4660

8:30 to 16:30 
(Closed 12:30 to 13:00)

Roma QLD QLD Transport and Main Roads Service Centre 56-58 Gregory Street, Roma, QLD 4455 8:30 to 4:00pm
(Closed 12:30 to 13:00)
Tin Can Bay QLD Tin Can Bay Community Church 1 Buchanan St, Tin Can Bay QLD 4580 9:00 to 13:00
Kuranda QLD Ngoonbi Cooperative Society Ltd Shop 2/40 Coondoo St, Kuranda QLD 4881 9.00 to 16:00
Boonah QLD The Baptist Union of Queensland - Carinity 4 Little High St, Boonah QLD 4310 9:00 to 12:30
Yorketown SA SYP Community Telecentre 33 Stansbury Road, Yorketown SA 5576 9:00 to 14:00
Maitland SA Chatt Centre 3 Robert Street, Maitland SA 5573 10:00 to 16:00
Naracoorte SA DhS Agent Centre 71-73 Smith Street, Naracoorte SA 5271

8:30 to 16:30
(Closed 12:00 to 13:00)

Kingscote SA Hands On SA Ltd 22 Telegraph Rd, Kingscote SA 5223

Mon, Tues, Thurs, Fri
10:00 to 13:00

Wed 14:00 to 17:00
Cowes VIC Phillip Island Community & Learning Centre 56 Church St, Cowes VIC 3922 9:00 to 13:00
Yarrawonga VIC Yarrawonga Neighbourhood House Inc 1 Hargrave Court, Yarrawonga Vic 3730 9:00 to 15:00
Kyabram VIC Kyabram Community Learning Centre Inc 21-25 Lake Rd, Kyabram, VIC 3620 9:00 to 17:00
Cobram VIC Cobram Community House Inc 43-45 Punt Rd, Cobram, VIC 3644 10:00 to 15:00
Castlemaine VIC Castlemaine Community House Inc 65 Templeton St, Castlemaine VIC 3450 9:00 to 17:00
Collie WA Nglang Boodja Council Aboriginal Corp 154–158 Forrest St, Collie WA 6225 9:00 to 15:00
Margaret River WA The Trustee for the Castella Family Trust 145 Bussell Hwy, Margaret River, WA 6285 9:00 to 15:00
Denmark WA Denmark Community Resource Centre Inc 2 Strickland St, Denmark, WA 6333 9:00 to 16:00
Dongara WA The Dongara Community Resource Centre 11 Moreton Terrace, Dongara WA 6525 9:00 to 12:00