Client feedback set to improve DVA claims process

We will soon be running our annual Client Benefits Client Satisfaction Survey, with the help of independent research organisation, ORIMA RESEARCH.

Letters about the survey will be sent by DVA through Australia Post to a random selection of DVA clients who have completed a compensation and/or benefits claim in the last 12 months. 

A sample of this group will then receive an invitation by email from ORIMA RESEARCH to complete the survey online. A small cohort who received funeral benefits will be asked to complete a paper version of the survey.

Participation in the survey is entirely voluntary. If you receive a letter and wish to opt out the letter will explain how. Alternatively, you can simply disregard the letter/survey invitation.

The feedback we collect will help us further improve the claims process and the services we deliver to veterans and families. To date, the feedback has resulted in more claims information being published on the DVA website to complement the introduction of “Our Commitment to You” communication standards.

If you have any questions about the survey or would like to know how you can provide feedback outside of the survey, please email CBCSS [at] dva.gov.au or call us on 1800VETERAN (1800 838 372).

For more information about support we provide visit our website.