Transformation and MyService – backgrounder

DVA began a significant program of transformation in 2017 – a multi-year journey to overhaul how we do business and better meet the needs of veterans and their families. Quite simply, it is the most comprehensive reform in the history of the department.

21 December 2019

DVA is changing to make the claims process faster and easier for veterans and their families to access the support they need.

The department’s transformation program is getting veterans and their families the support they need sooner by improving the channels veterans and their families want to use to manage their business with us.

MyService, DVA’s online platform, has streamlined the claims process, reducing paper-based forms containing 40+ questions on a single form to only three to seven questions online. In some cases approval for claims is almost instant.

DVA has simplified its phone system, introducing new features and intuitive technology to reduce waiting times, connecting callers with the person they need to speak with sooner. DVA has also enhanced its face-to-face services across the country through a partnership with the Department of Human Services.

DVA is also partnering with Defence to know veterans and their families well before they leave the Australian Defence Force (ADF), to better serve their needs.

All transitioning ADF personnel with at least one day full-time service automatically receive a DVA White Card to access free mental health care should they ever need it.


MyService is DVA’s online claiming platform, which now has more than 75,000 registered users accessing DVA services online, giving veterans access to the support they need sooner.

Developed in collaboration with veterans, MyService delivers services available online for veterans and their families.

MyService gives DVA the technology to support veterans and their families lodging their claims online, in some circumstances, getting an almost immediate decision on a claim.

  • MyService now has a number of added services available online for veterans and their families, providing the support they need faster.
  • Submitting claims through MyService requires a client to answer as few as three to seven questions compared to more than 40 questions on some paper forms.
  • Digital innovations and the smart use of data enables DVA’s MyService platform to analyse claims for common conditions and in some cases provide approvals in less than eight seconds.
  • Veterans can access their DVA health card online with a full list of accepted conditions.
  • DVA online services are available through MyGov to give clients access to all their online Government services with one single login.

Currently, claims for eight conditions can be accepted immediately based on a client’s service history and providing a diagnosis has been provided. A further 32 are subject to streamlined processing arrangements, based on the claimant’s service history.

For example, a former ADF member who has served in Afghanistan for 28 days will have their claim for PTSD accepted immediately on presentation of a diagnosis.

Claims currently available to be processed online

  • Liability claims under MRCA and DRCA     
  • Disability Pension
  • Education Assistance
  • Needs Assessment
  • Non-liability health care for all mental health conditions
  • Incapacity claims
  • Application for increase in Disability Pension


Open Arms – Veterans and Families Counselling, provides support for current and ex-serving ADF personnel and their families. Free and confidential help is available 24/7. Phone 1800 011 046 (international: +61 1800 011 046 or +61 8 8241 4546) or visit