DVA is committed to ensuring veterans and their families have access to the support they need to lodge claims with confidence. The Claims Lodgement Assistant (CLA) program connects veterans with specially trained DVA staff who provide personalised guidance throughout the claims process, from getting started to submitting online.
So far, the CLA team has supported 199 individual veterans through 232 appointments, helping them navigate MyService, understand eligibility, and prepare documentation. Many veterans have told us they now feel confident and empowered to manage future claims independently.
How a CLA can help
- Personalised consultations: Meet with a CLA virtually or face-to-face. They’ll take the time to understand your unique circumstances and guide you through the process.
- Documentation support: Get help identifying and preparing the paperwork needed for your claim.
- Step-by-step assistance: Receive practical support to lodge your claim via MyService.
- Follow-up: After your appointment, your CLA will send a summary email outlining next steps and confirming submitted conditions.
Supporting ESO advocates
The CLA team also works closely with Ex-Service Organisations (ESOs), providing tailored training and support to help advocates use digital platforms like MyOrg and MyService. In the past year, 76 ESOs have received one-on-one assistance, including demonstrations, troubleshooting, and walkthroughs of online claims processes.
One ESO shared:
“CLAs offer invaluable knowledge, guidance, and learning opportunities for the advocates they support. In my experience, strong teamwork between the CLA and the Advocate consistently leads to positive outcomes for the Veteran — our shared goal. By focusing solely on the Veteran and their individual needs, we ensure they feel genuinely heard and supported.”
Ready to get started?
To register your interest in meeting with a CLA, email CLA.WA@dva.gov.au. A team member will contact you to arrange a virtual or face-to-face appointment.
Before your appointment, please make sure you’ve registered for MyService via MyGov. MyService allows you to lodge claims, track progress, apply for a Veteran Card, book transport, and more.
More ways to get support when making a claim
The Claims Lodgement Assistant program is just one of the many free, high-quality support options available to veterans and their families when making a claim with DVA. Whether you prefer to lodge your claim yourself or would like help from a trained advocate, you have choices and you’re never alone.
To learn more about your options and the support available, visit the Making a Claim guide.