Making a claim for a service-related condition

Find out how to lodge a claim using MyService, what information you need, and where to find support for lodging a claim.

Transcript of How to submit a claim

The 3 Acts

Veterans’ service is covered by 3 Acts, known as the MRCA, VEA and DRCA. Which Act you are covered by will depend on the service that relates to your injury or disease.  Generally, if your condition relates to:

• service after 1 July 2004, then the MRCA will apply
• service before 1 July 2004, then either the VEA, the DRCA or both will apply
• service that spans 1 July 2004, then one or more of the VEA, DRCA and MRCA will apply. 

For information on the 3 Acts, go to:

• MRCA – Military Rehabilitation and Compensation Act 2004
• DRCA – Safety, Rehabilitation and Compensation (Defence-related Claims) Act 1988
• VEA – Veterans’ Entitlements Act 1986.

The claims process

If you have an injury or health condition that relates to your service, you need to submit a claim to access medical care and compensation.  One claim can include multiple conditions.

To establish liability, we need to consider the evidence provided to support your claim and we will use that evidence to decide whether to accept that the condition is service related.

For claims under MRCA and DRCA once liability has been accepted for a service-related condition, a needs assessment will be completed before any compensation can be paid. A needs assessment is a discussion between you and one of our delegates to identify the types of benefits, services and support you may require. A needs assessment can be completed at any time after liability has been accepted. 

For information on the different types of compensation that may be payable visit:

• Incapacity compensation
• Permanent impairment under MRCA
• Permanent impairment under DRCA

If you have an injury or disease arising out of, or aggravated by, a period of full-time service when you were covered under the VEA, you may be eligible for a Disability Compensation Payment and medical treatment. 

If we accept your claim we will check if you can get a Disability Compensation Payment. You may apply for a higher rate if you already receive a Disability Compensation Payment, and your service made your injury or condition worse.

Your pension amount will depend on how severe your injury or health condition is and its impact on your ability to work.
When lodging a claim for initial liability, follow our 3-step guide

1. Step 1: Get your medical practitioner to confirm your diagnosis for every claimed condition.
2. Step 2: Supply the required documents to support a complete claim
3. Step 3: Check if you are already eligible for free health care and treatment.

Step 1: Medical diagnosis

Talk to your treating doctor/s. A medical diagnosis is required to determine your claim. Your claim will be progressed where a diagnosis is included with your claim. 

Step 2: Required documents for a complete claim

Submitting a complete claim is key to faster processing. From 31 March 2025, incomplete claims will not be processed. A ‘complete’ claim needs to include:

1. A fully complete claim form
2. Correct Proof of Identity (POI) that supports the client’s circumstance
3. A medical diagnosis from a qualified medical practitioner for every claimed condition

Step 3: Free health care and treatment

In some cases, we can cover the cost of your treatment before your claim is finalised.

Fully funded non-liability health care

For eligible veterans, we will pay for the treatment of certain conditions, including mental health conditions and cancer, without accepting them as service related.

For more information on non-liability health care, go to:

• fully funded mental health care for veterans
• fully funded treatment for cancer and pulmonary tuberculosis.

Provisional access to medical treatment (PAMT)

You may be eligible for free treatment while we are considering your claim if it is for one or more of the most accepted conditions.

This only applies if you are claiming under either the:

• Safety, Rehabilitation and Compensation (Defence-related Claims) Act 1988 (DRCA)
• Military Rehabilitation and Compensation Act 2004 (MRCA).

You can go to PAMT for details.

Making a claim guide

You can lodge a claim without an advocate, and many veterans do. More than half of veterans lodge their own claims, including through using MyService to lodge online.

How to claim

Option 1: MyService (recommended)

MyService is the easiest, fastest and most secure way to lodge your claim. 

MyService is accessed through myGov, which is a simple and secure way to access government services online in one place. MyService and myGov protect your personal information. 

With MyService you can:

• upload all required documents
• track your claim status
• communicate securely with DVA

To lodge a complete claim, you’ll need:

You can lodge a claim without an advocate, and many veterans do. More than half of veterans lodge their own claims, including through using MyService to lodge online.

If you haven’t already, sign up to MyService to make claiming easier.

Learn more about how to set up and use MyService.

Tip: From 31 March 2025, only complete claims will be processed. Incomplete claims will be placed on hold until all required information is provided.

Option 2: Other ways to claim

If you prefer not to use MyService, you can:

• Lodge a paper claim form
• Visit a DVA office or Veterans’ Access Network (VAN)
• Call 1800 VETERAN (1800 838 372) or email primary.claims@dva.gov.au

Support

You’re not alone. DVA offers a range of supports to help you use MyService confidently:

• Step-by-step videos: Learn how to set up and use MyService with easy-to-follow tutorials
• Call 1800 VETERAN (1800 838 372): Speak to a DVA staff member who can guide you through the process or answer questions
• Register for free, personalised support through DVA’s Claims Lodgement Assistant (CLA) program
• Visit a DVA office or Veterans’ Access Network (VAN): Get in-person help with lodging your claim. Use the location finder to find your nearest office
• Email support: Reach out to primary.claims@dva.gov.au for help with documentation or claim status
• Advocacy: Learn about free, professional advocacy services below

Whether you're tech-savvy or prefer face-to-face support, DVA has options to suit your needs.

Advocacy support

Free advocacy support via ESOs

If you’d like help with your claim, Ex-Service Organisations (ESOs) offer free, high-quality advocacy services tailored to the needs of veterans and families. These advocates are:

• Trained and qualified: ESO advocates complete nationally recognised training through the Advocacy Training and Development Program (ATDP). This ensures they understand the complexities of DVA legislation and the practical realities veterans face.
• Experienced and empathetic: Many advocates are veterans themselves or family members of veterans. They bring lived experience, compassion, and a deep understanding of the challenges involved in navigating the claims process.
• Professionally supported: Advocates are covered by professional indemnity insurance, giving you peace of mind that you’re protected if something goes wrong.
• Connected and informed: ESO advocates are independent to DVA. They operate within a national network, sharing knowledge and best practices. They follow a code of ethics, maintain ongoing professional development, and are authorised by their ESO to represent you.

What advocates can help with

• Preparing and lodging claims via MyService
• Requesting reviews or appealing decisions
• Accessing wellbeing services such as health, housing, rehabilitation, and transition support
• Acting as a support person in hearings or other matters
• Referring to additional government or community services

You can find a qualified advocate near you via the Advocacy Register, which lists ESOs by location and services offered. All listed organisations will try to assist you, even if you’re not a member of that ESO.

You do not need to pay for advocacy or give up a portion of your entitlements in exchange for support.

ESO advocates do not charge for their services, though some may request a small fee to cover incidental costs.

Support through the DVA Claims Lodgement Assistance program

The Claims Lodgement Assistance (CLA) program connects veterans and their families with specially trained DVA staff who provide personalised support throughout the claims process to make it as smooth and stress-free as possible. Whether you need help getting started, understanding your eligibility, or navigating the MyService portal, a CLA can guide you, ensuring you feel confident and supported.

How can a CLA help you?

• Personalised consultations: Meet with a CLA either face-to-face at a DVA office or virtually from anywhere in Australia. During your initial consultation, the CLA will take the time to understand your unique circumstances and needs.
• Guidance on documentation: Your CLA will help you identify the paperwork and documentation required for your claim, making sure you know exactly what to prepare.
• Step-by-step support: When you’re ready to lodge your claim, your CLA will walk you through the MyService portal, providing practical assistance so you can submit your claim independently and with confidence.
• Follow-up: After your appointment, your CLA will send you an update email outlining any additional information needed and confirming which conditions have been submitted.

How to access the CLA program

1. Enquire: Register your interest in meeting with a CLA by emailing CLA.WA@dva.gov.au.
2. Schedule an appointment: A CLA will contact you to arrange a face-to-face or virtual meeting at a time that suits you.
3. Register: You’ll be asked to complete a registration form with your details, the conditions you wish to submit, and when your symptoms first appeared.
4. Prepare: Before your appointment, please ensure you have registered for MyService via MyGov. MyService allows you to lodge claims, track their progress, apply for a Veteran Card, book transport, and more. Register at MyGov Login.

Veteran Support Officers

Veteran Support Officers (VSOs) are DVA staff located on over 56 Defence bases across Australia. Their role is to provide personalised support, education, and guidance to serving ADF members and their families, whether you're just starting your career, currently serving, or preparing to transition to civilian life.

VSOs are available to all serving ADF members, including reservists and their families. You don’t need to be transitioning to access their support.

VSOs offer one-on-one appointments tailored to your individual circumstances. They can:

• Explain the range of support and services DVA offers
• Help you apply for benefits and entitlements
• Provide advice on how DVA can assist during your transition, and
• Teach you how to use MyService and other online tools.

To book an appointment or learn more, you can email VSO@dva.gov.au or call 1800 VETERAN (1800 838 372).

Fee-for-service advocates

Some providers offer fee-for-service advocacy. These may include:

• upfront charges
• hourly rates
• commission-based models

Important: DVA does not endorse or give special access to any advocate. Paying for advocacy does not guarantee faster processing, successful outcomes, or greater compensation.

If you choose to engage a fee-for-service advocate:

• check their credentials and insurance
• ask about fees and service standards
• be cautious of high-pressure tactics or vague promises, and
• be aware that a commission-based fee model may mean you pay your advocate a sizable portion of your payout.

Proof of identity 

You will not need to provide proof of identity documents if you are already a registered user in MyService. By having a secure MyService login, you are known to us.

If you haven’t already, sign up to MyService to complete the proof of identity process.

For information on requirements, read more on our proof of identity page.

Protecting your privacy

Your personal details are secure when you use your myGov and MyService account. We use Australian Government best practice security standards to keep your details secure and prevent unauthorised access to your account.

Learn more about how your myGov account is protected and How you can protect your myGov account.

Visit the DVA privacy page to find out more about how we handle your personal information. This includes what information we can ask for, how we manage it and who we share it with.

Remember, no-one should ask for your MyService login details, and you should never share your login information with anyone. 
If someone has asked you to share your details, you can report this to us at 1800 VETERAN.

After you lodge your claim

If your claim is ‘complete’ then it will be progressed.

From 31 March 2025. If your claim is incomplete, a DVA staff member will get in touch to confirm what information is needed to make sure the claim is ‘ready’.

To avoid delays, ensure all claims are complete before you lodge. Refer to: Required documents for a complete claim.

For more information about the claims process, visit the What to expect after you submit a compensation claim page. 

Open Arms – Veterans and Families Counselling

It can take some time to process a claim. While we are processing your claim, we encourage you to get extra support if needed.
Open Arms is a free service available to current and former ADF members and their families.

Open Arms offers:

• counselling for individuals, couples, and families
• case management for clients with more complex needs
• group programs to develop skills and enhance support
• community and lived experience veteran and family peer workers
• after-hours telephone counselling
• information, education and self-help resources
• referrals to other services or specialist treatment programs as needed.

For more information on these services and others, you can contact Open Arms on 1800 011 046. You can also visit the Open Arms website.

Frequently asked questions

About the changes

What has changed with the way DVA handles claims?

From 31 March 2025, DVA introduced updates to streamline claims processing. The key changes are:

• Claims must include the minimum required information to be considered ‘complete’ to progress.
• MyService is now the primary way to lodge Initial Liability and Incapacity claims.
• Veterans may be referred to an Independent Medical Examiner (IME) if their claim is complex.

Is this a cost-cutting measure or a service improvement?

This is about improving services and reducing complexity. The aim is to make it easier and faster for veterans to get the support they need, especially as we move toward a simplified system in 2026.

Will someone from DVA be able to help me fill in the form over the phone?

Yes. Please call 1800 VETERAN for assistance over the phone.

Can veterans still walk into a VAN office to get help with claims?

Yes. You can find a DVA location near you and visit to access support in person.

Can I still use paper forms if I prefer them?

Veterans who are not using an advocate can still lodge claims using paper forms, however lodging via MyService is secure and streamlines the registration process.

I don’t have a myGov account — can I still lodge a claim?

Yes, if you are not using an advocate, you can still lodge a claim using paper form.  The myGov platform is a simple and secure way to access government services online in one place, to create an account and link your DVA services go to myGov Home | myGov

What happens if I’ve already submitted a claim using the old method — will it be affected?

Claims that have been registered will continue to progress, however, if your claim is incomplete for example, medical evidence has not been submitted, this will lead to longer processing times.

I live in a remote/rural area with limited internet. How do I lodge a claim or get help?

Please contact 1800 VETERAN and we can organise support to assist.

Will DVA publish performance data showing improvements in claim times?

Yes. DVA already publishes claims processing statistics on our website and will continue to do so.

MyService

Why is DVA encouraging use of MyService?

MyService is a secure, easy-to-use digital platform that reduces delays and helps DVA process claims faster. Consolidating lodgement into one main channel cuts down on inefficiencies and helps streamline the claims process for everyone.

What if I can’t use MyService or don’t have internet access?

Veterans can still lodge claims through other channels if they are not using an advocate. MyService is preferred for advocates, but it is not the only option.

Is MyService secure?

Yes. MyService uses Australian Government security standards. You sign in through myGov, and your information is protected.

Will DVA provide support to help me learn how to use MyService?

Yes. You can visit our website for information, including useful videos. You can also call 1800 VETERAN or visit a DVA location.

What accessibility features does MyService have for people with disabilities?

MyService is available via myGov, a simple and simple and secure way to access government services online. The myGov platform is designed to be accessible and inclusive. This means everyone should be able to use it, no matter their device, browser of choice, or ability. Visit the myGov website for information on accessibility.

Complete/incomplete claims

What is a ‘complete claim’?

A complete claim includes:

• A filled-in claim form
• Correct proof of identity
• A medical diagnosis for each claimed condition from a qualified doctor.

Why won’t my claim progress if it is incomplete?

Incomplete claims slow everything down. DVA will still register the claim, but it will not move forward until the missing information is provided. You will be contacted with a clear explanation of what is needed.

How will I know if my claim has been marked incomplete?

DVA will contact you to advise if your claim has been marked incomplete, and clearly explain what information is needed to move your claim to ‘complete’ status so it can be processed.

Will I be penalised or moved to the back of the queue if I forget to include a document?

If a document is missing your claim will be ‘incomplete’ and placed on hold. Once all the required information is provided your claim will move forward to be processed/assessed. You will not be placed at the back of a queue however your claim will remain on hold until we receive all the required information.

I received a notice saying my claim is incomplete. Was it rejected?

No. Your claim is considered lodged and registered. You are simply being asked for the remaining information so it can be assessed properly.

What happens if I submit a complete claim, but my supporting documents are delayed by my GP or specialist?

Your claim will be registered, however will not be able to progress until supporting documentation is provided.  If you need assistance with medical reports, please contact 1800 VETERAN.

How long will it take for my claim to be reviewed once it’s complete?

We aim to process claims within 75 days for Disability Compensation Payment/application for increase. However, this timeframe can vary based on the complexity of the case, requiring additional documentation, medical assessments, or further information gathering.

The average processing time for Military Rehabilitation and Compensation Act (MRCA) Initial Liability (IL) claims is 104 days.

Medical assessments

Will DVA still pay for medical assessments?

Yes. DVA continues to fund necessary medical appointments or assessments to support a claim when required.

What is an Independent Medical Examiner (IME)?

An IME is a qualified medical specialist who can assess complex claims. This avoids multiple appointments and ensures your claim progresses smoothly.

For and about advocates

How can I represent a client as an advocate or organisation?

• Individual advocates: Your client must approve your request in MyService.
• Organisations: Use the MyOrg system via PRODA to manage client access securely.

For more information go to: What is a representative?

What is MyOrg and how do I get help using it?

MyOrg is an online portal for organisations to manage client representations. Resources, including guides and videos, are available on the DVA website.

Are there delays with processing representation (nomination) forms?

DVA has added staff to manage increased MyService use, and forms are being actioned promptly.

Do I have to give my advocate access to all my personal information?

Only the information needed to manage your claim. You approve this in MyService. DVA recommends asking advocates how they will protect your privacy.

Do advocates need to be approved by the Institute of Veterans’ Advocacy?

Not currently. The Veterans’ Advocacy and Support Services initiative is still being developed. You can keep working with a trusted, recognised advocate.

Where can advocates get help with these changes?

Advocates can contact the Claims Lodgement Assistance team:

• Email: CLA.WA@dva.gov.au
• Phone: 1800 VETERAN (request a call back)

Is the Claims Lodgement Assistance (CLA) team only available to advocates?

No. While the CLA team does provide training and information sessions for ESO representatives to support advocacy, the CLA team can also support individual veterans with the claims process, directly.

Can I switch advocates if I’m not happy with my current one?

Yes. You can also request that DVA help you find a new representative if you need guidance. DVA's Advocacy Register can help you find advocacy services in your area, but it doesn't list individual advocates. Some ESO advocates are free to use.

Can family members help lodge my claim if I don't have an advocate?

You can receive help with lodging the claim however it must be lodged through your individual MyService account. You can nominate someone you know to represent you, such as a friend or family member. This person will be our contact point for any matters related to your claim. We will ask you for their details when you lodge your claim in MyService.

You can also nominate someone to act on your behalf for all your DVA matters, not just for your claim.

What protections are in place to ensure my advocate doesn’t misuse my personal information?

To help protect veterans and families, all service providers must comply with strict requirements for the services they deliver to DVA clients.

If you suspect an advocate is misusing your information, you can report it to the DVA through the online Report a Fraud form or by contacting 1800 VETERAN. The DVA has processes in place to address complaints and ensure compliance with privacy regulations.

Preparing for the 2026 Veterans’ Legislation

Why is DVA changing how claims are processed now?

On 13 February 2025, the Parliament passed the Veterans’ Entitlements, Treatment and Support (Simplification and Harmonisation) Act 2024 (the VETS Act).

From 21 November 2025 computer based decision making for MRCA Initial Liability conditions has been paused and is currently under review to facilitate a successful transition to the VETS Act and to continue to improve the efficiency of our claims processing.

These changes are helping us modernise how we support veterans. They are a step toward making the future single veterans' legislation easier to implement, by improving consistency, efficiency, and transparency in claims handling.

How do these changes connect to the VETS Act coming in 2026?

The legislation means that from 1 July 2026, the Veterans’ Entitlements Act 1986 (VEA) and the Safety, Rehabilitation and Compensation (Defence-related Claims) Act 1988 (DRCA) will close to new compensation claims. All claims received on or after 1 July 2026 will be determined under an improved Military Rehabilitation and Compensation Act (MRCA).

The VETS Act will combine and simplify the current three Acts. By streamlining how claims are lodged and processed now, we’re setting up systems that will align better with the new law once it’s introduced.

Will I need to re-lodge my claim in 2026 when the VETS Act takes effect?

No. Claims lodged and decided before the VETS Act takes effect will continue under the current rules. We will provide clear information closer to the date about how new claims will be handled under the updated legislation.

Will MyService work the same way under the new legislation?

Yes. MyService is being strengthened to support both the current system and the future single Act. This is part of creating a consistent experience for veterans now and in the future.

Will the new VETS Act affect my entitlements or payments?

The government has committed to protecting existing entitlements. If you are already receiving support, there will be no changes to your payments unless your circumstances change.

Where can I get updates about the VETS Act?

DVA will continue to provide updates via our website, eNewsletters, and veteran community networks such as advocacy organisations and ex-service organisations.