Important update for Household Services clients and service providers

For DVA clients seeking reimbursement for household services

Household Services clients should use the DVA Provider Upload Page (PUP) to submit reimbursement requests. Watch this animation to show you how to do this.

If you need to, you can also email invoices to DVA.HHSClient.Reimbursements [at] DVA.gov.au (DVA[dot]HHSClient[dot]Reimbursements[at]DVA[dot]gov[dot]au.) 

From 30 September 2024 the old email address (HHS.ACCOUNTS [at] dva.gov.au) will no longer be used for reimbursement requests and clients will be directed to the new email address.

If you have any questions, you can contact us on 1800 VETERAN and ask for ‘Invoicing’.

We thank clients for their cooperation as we implement this change.

For Household Services service providers submitting invoices

From 30 September 2024, Household Services invoices will no longer be accepted via email. 

Please read the below information carefully to prepare yourself for this change to ensure your invoices are processed in a timely manner.

What is the new invoicing process for the Household Services Program?

From 30 September 2024, all invoices must be uploaded via the DVA Provider Upload Page (PUP). 

You will need your DVA client’s (the veteran’s) Transaction Reference Number (TRN) in order to access the portal. If you do not have this number please contact your client.

You can view both an Upload Guide and Frequently Asked Questions on the PUP home page.

What other resources can help me with the change to Household Services invoicing?

For more information on how to access and use the online portal, you can also refer to: 

• This flyer;
• The user guide on accessing the PUP; and
• A video animation on using the PUP.

Why is this change occurring?

DVA is implementing measures to reduce the time taken to pay your invoices. Uploading invoices via the online portal will be processed quicker and more efficiently.  

What happens if I submit a Household Services invoice via email after 30 September 2024?

Any invoices submitted via email after 30 September 2024 will not be submitted for payment. 

If you have any questions about this transition you can contact us on 1800 VETERAN and ask for ‘Invoicing’.

Thank you for your ongoing support of the veteran community.