As part of our Making a Claim education initiative, DVA is sharing real-life stories from veterans who have experienced challenges when seeking support to lodge compensation and rehabilitation claims.
These deidentified stories, drawn from submissions to the recent Senate inquiry into veterans’ advocacy services, highlight the risks some veterans have faced when engaging fee-for-service advocates. They serve as a powerful reminder of the importance of understanding your options, and your rights, before making a claim.
Why we’re sharing these stories
We know that navigating the claims process can be complex. That’s why DVA is committed to helping veterans and families make informed decisions about how they access support.
Veterans have the right to choose how they make a claim. This includes:
- Self-claiming through MyService
- Accessing free advocacy support from trained, independent advocates through ex-service organisations (ESOs) using the Advocacy Register
- Booking a 1-1 appointment with a DVA Veteran Support Officer
- Accessing free support from DVA through DVA’s Claims Lodgement Assistance program, online or in person
- Paying for advocacy services, if they choose to do so.
What to know when paying for advocacy
It’s important to remember that, not all advocacy services are the same. Some commercial, fee-for-service providers charge high fees or commissions, and not all are subject to the same training, oversight or professional standards as free ESO advocates. In some cases, veterans have been left out of pocket, misled, or unsupported when things went wrong.
By sharing these stories, we aim to:
- raise awareness of the potential risks of using unregulated, fee-for-service advocacy
- encourage veterans to ask questions and read the fine print before signing any agreements
- promote safe, informed choices when seeking support to make a claim.
What to expect
Over the coming weeks, we’ll be publishing a series of short, deidentified stories that reflect the real experiences of veterans. These stories are not intended to discourage anyone from seeking help. Instead, they highlight the importance of choosing the right support for your needs.
Real stories, real lessons #1: Understanding hidden fees
Real stories, real lessons #2: When advocacy comes at a cost
Real stories, real lessons #3: Knowing who is really helping you
Real stories, real lessons #4: Coming soon
We encourage all veterans and families to explore our Making a Claim guide to learn more about your options, including how to find free, qualified support through trusted organisations.
Safeguarding the system for everyone
DVA is safeguarding the integrity of the veteran support system and rolling out reforms to improve transparency, accountability, and service quality across the board. These include:
- updates to health service provider responsibilities to enhance compliance
- fee schedule reforms for initial liability compensation reports
- publicly naming non-compliant providers.
Together, these initiatives aim to protect veterans from misleading services, promote informed decision-making, and ensure fair, consistent support for all. The Institute of Veterans Advocacy will also set national standards for advocacy in the future.