From the Department

Alison Frame
Secretary, Department of Veterans’ Affairs

A record $14.8 billion in payments and services was provided to veterans and families of veterans last financial year – $4.7 billion more than just 4 years ago. This expenditure was not only on monetary compensation, but on expanded access to treatment and rehabilitation, stronger wellbeing support, and the institutional changes needed to deliver a simpler, more responsive system focused on your wellbeing. 

An investment of $739.2 million over 4 years will improve treatment and rehabilitation for veterans to reduce the impact of injury and improve their lifetime wellbeing. Another $169.7 million (ongoing) has been committed to increase allied health provider fees. This is alongside a new $5,000 threshold that Veteran Card holders can use for allied health ser­vices each financial year – starting from 1 July 2027. 

I assure you that this measure will not prevent veterans from access­ing the allied health treatment they clinically require. The threshold will introduce a point-in-time check for DVA to ensure the treatment they are receiving is effective and clinically required. There will be an efficient mechanism for DVA to fund additional – and if required, multiple episodes of care – above the threshold where there is a valid clinical need. It is also important to note that the threshold does not include expenditure on any GP, spe­cialist, hospital services, audiology, dental, optical or Open Arms ser­vices. In 2024–25, the median allied health care usage by Veteran Card Holders was $1,900, and the average was $3,500. 

Public consultation on how the allied health measure will operate will begin later this month. Informa­tion will shortly be made available to those who have registered to partic­ipate, as well as on the DVA website, about events and opportunities near you. 

DVA is focused on converting the increased investment in the vast array of health and rehabilitation services available to Veteran Card holders into faster decisions, sim­pler access and more responsive support that make a real difference for veterans and families. We are improving access to treatment, rehabilitation and practical support by reducing wait times, simplifying processes and using technology to make services easier for veterans, families and providers to navigate. Here are just a few examples: 

A new online claim form for Med­ical Expenses Privately Incurred (MEPI) helps veterans and fami­lies provide the right information from the outset, supporting faster processing. Because lodgement through the webform ensures com­pleteness of requests, claims lodged online are currently being pro­cessed within one working week, reduced from an average of 40 days at the start of 2026. 

DVA has removed the need for prior financial approval for 23 health services commonly used by eligible Veteran Card holders. Services such as Magnetic Resonance Imaging (MRI), pelvic health physiother­apy and vestibular physiotherapy to manage balance disorders can now be claimed directly online by providers, without requiring man­ual assessment and approval. This means health providers spend less time on administration – and you start treatment sooner. 

So far this year, DVA has finalised more than 23,000 additional trans­port reimbursement claims, with average processing times reduced to around 18 days – well within our 28-day service standard. And if you claim online through MyService with your receipts attached, it can be turned around in as little as 2 days. Our Booked Car with Driver service has now been expanded to veter­ans covered under the improved Military Rehabilitation and Com­pensation Act 2004. There’s no need to wait on the phone – you can book a car in real time using the online tool. 

During 2025–26, DVA sup­ported more than 1,400 veterans to access Household Services essential assistance for the first time. Stream­lined assessment processes have significantly reduced decision-mak­ing time. Once allocated, Household Services decisions are now being made in around 11 days – down from 55 days – and the meaningful difference this makes is reflected in the feedback we receive. 

One veteran recently told us: ‘Keep doing this process, it was quick and overall a less stressful experience, especially for those with mental health issues. It makes me want to engage more with DVA directly.’ Another said: ‘I was very pleased that the matter could be resolved over the phone and that approval for Household Services was granted on the same day… Streamlining this process to reduce delays is, in my view, strongly in the best interests of veterans.’ 

The mental health of veterans and families of veterans remains one of our top priorities. New Veteran Mental Health Care Plan incentives are now supporting GPs and psy­chiatrists to deliver more proactive, coordinated and continuous care for veterans, with $58.3 million over 3 years and $21 million a year ongo­ing set aside for this initiative. DVA is facilitating approvals for these plans in less than 10 days, demonstrating how responsive support for veterans can be when all the required infor­mation is available. 

It’s important to know that even before you take the medical path, you are able to receive free men­tal health and wellbeing support from Open Arms, which integrates evidence-based practice, lived expe­rience expertise, military-aware and trauma-informed approaches to provide the right support, in the right way, for veterans and fami­lies. During Mental Health Month in October, Open Arms will host a major national symposium for prac­titioners to learn from one another, reflect on what works, and continue building a world-leading service. 

Also in October, we will pause to honour the Australians who have served in Afghanistan and related support operations. For 20 years, our servicemen and women con­tributed to a multinational mission to combat terrorism, stabilise and reconstruct the country, with some paying the ultimate price. DVA will host a major commemorative ser­vice in the nation’s capital to pay tribute to them and acknowledge the impacts that service has had on them and their families. (For more on this, see the article on page 28 of this newspaper.) 

Australia’s veteran support system is undergoing its most substantial transformation in decades, one that alongside compensation prioritises earlier access to treatment, recovery and lifelong wellbeing. I thank you for your patience and support as we continue on this journey.