Empowering veterans with choice and support for making a claim
When it comes to lodging a claim with DVA, veterans and families have more options and support than ever before. More than half of claims are successfully lodged by veterans themselves, often using MyService, DVA’s secure online portal accessed through myGov (my.gov.au).
But if you’d like more help, you’re never alone. Whether you prefer to lodge your own claim or seek support, DVA is committed to empowering you with clear information and trusted assistance.
Free, professionally trained advocates are available through Ex-Service Organisations (ESOs). You can access support from ESO advocates who are independent from DVA, professionally trained, and covered by professional indemnity insurance.
Plus, many of these advocates are veterans themselves. They bring lived experience, compassion and a deep understanding of navigating the claims process. ESO advocates can help you prepare and lodge claims via MyService, request reviews, appeal decisions or act as a support person in hearings. They can also provide holistic support – including referrals to health, housing, employment, and family services.
You can find a qualified advocate near you via the Advocacy Register at www.advocateregister.org.au
This will shortly be replaced by the list of DVA Approved Advocates who are members in good standing of the Institute of Veterans’ Advocacy.
For those seeking extra help, DVA has 2 dedicated programs offering personalised guidance every step of the way. The Claims Lodgment Assistance (CLA) and Veteran Support Office (VSO) programs connect veterans and families with specially trained DVA staff who provide one-on-one guidance throughout the claims process.
Both programs offer virtual or face-to-face consultations, help you prepare documentation, and walk you through lodging your claim online. After your appointment, you’ll receive a summary of next steps and confirmation of submitted conditions.
The CLA program is designed for veterans who are no longer serving in the ADF and also supports ESO advocates with tailored training and troubleshooting, ensuring they are equipped to help veterans confidently use digital platforms like MyService. You can register your interest in meeting with a CLA by emailing CLA.WA@dva.gov.au.
DVA VSOs are located on more than 50 Defence bases across Australia, providing personalised claims and transition support to all serving ADF members, including Reservists and their families. You can book a VSO appointment, or seek their support, by emailing VSO@dva.gov.au.
Advocacy should empower, not exploit
DVA is safeguarding the integrity of the veteran support system with reforms to promote informed decision-making, ensure fair, consistent support for all, and warn veterans about misleading services.
A professional institute for advocacy is being established, independently from DVA. The Institute of Veterans’ Advocacy will serve as the professional organisation to accredit professional veteran advocates. It will professionalise the sector by setting competency and training standards, accrediting and registering veteran advocates, and enforcing a code of conduct.
While commercial (fee-for-service) advocacy is a growing business, paying for advocacy doesn’t guarantee faster processing, better outcomes, or greater compensation. All claims follow the same process, regardless of who lodges them.
You do not need to pay anyone to lodge a claim or get quality advocacy – trained advocates are available through ex-service organisations who provide comprehensive, free support to veterans and families. And you can always lodge your own claim online via MyService, by visiting a DVA location in person, or calling 1800 VETERAN (1800 838 372).
For more information, including what to watch out for when considering fee-for-service advocacy services, see our Making a Claim guide on the DVA website at www.dva.gov.au/claimguide.
Remember: It’s your service, your choice. You’re never alone when making a claim.