About the AI-enabled search capability
Using modern technology, we now have an AI-enabled search capability that makes it easier for veterans and families to access the services and information they need.
We're continuously improving its accuracy, functionality, and user experience based on feedback.
Frequently Asked Questions
What is the AI-enabled search?
The AI-enabled search understands natural language better, so you can type questions as you would typically ask them. For example, instead of typing "pension eligibility criteria," you can ask "Am I eligible for a service pension?" and get relevant results either way. The search capability will also look across other DVA websites and compile information into a simple summary, with a list of links for more information.
No. The AI-enabled search cannot and will not access any personal information, process claims, or make decisions about your entitlements. The only searches through publicly available information already on DVA websites. All personal information remains secure and protected.
No. Anyone visiting the DVA website can use the AI-enabled search (just like previous search was also available). No account or login is needed.
Yes. We expect the new AI-enabled search will make finding information easy, but our staff are always here to support you through the usual channels. You can still call us, visit an office, or contact your support officer. This capability is an addition to our services, not a replacement of personal support.
No. The AI-enabled search only provides access to general information that is publicly available on DVA websites. For information about your specific case or claim, you'll need to log into MyService or contact DVA directly through the usual channels.
Accessibility
Yes. The AI-enabled search is designed to work well on any device, including your mobile phone, tablet, and desktop computer. The search will adapt to your screen size to provide an easy experience no matter how you are visiting the DVA website.
The AI-enabled search aims to provide accurate information; however, you should always verify important details through official DVA channels, especially for critical matters regarding benefits, claims, or healthcare. If you notice incorrect information, please contact DVA to let us know so we can address it.
Privacy and data protection
The AI-enabled search doesn't store your personal search history or information in a way that identifies you. Like most modern websites, it may collect general usage data for example to determine the most commonly searched topics to help improve the search experience for everyone. This is never linked to your personal identity or DVA records.
The AI-enabled search has been designed with privacy and security as top priorities. The only uses publicly available information that's already on DVA websites. The search has no access to personal data, claims systems, or veteran records. We've implemented strict controls to ensure it remains a search for public information only.
No personal or identifying search data is used to train AI systems. Anonymous usage statistics may be collected to improve the search functionality (to ensure accuracy of results) but this information cannot be linked back to individuals. We do not share search data with third parties, and all usage analysis is conducted in accordance with Australian privacy laws.
DVA takes cybersecurity extremely seriously. The search system will undergo security testing and follows the Australian Government's strict security protocols. The search operates separately from systems containing personal veteran information, creating an additional layer of protection. We also conduct regular security audits and updates to protect against emerging threats. If you ever notice anything suspicious, please contact DVA to report it immediately.
The AI-enhanced search only provides information that has been published on official DVA websites, which are regularly reviewed for accuracy. The system is designed to prioritise the most current information available. However, policies and programs occasionally change, so we always recommend checking critical information through official DVA service channels, particularly for time-sensitive matters regarding benefits or services.
No. The AI-enabled search only searches and uses publicly available information on DVA websites. It has no access to personal records, claims data, or any sensitive information about individual veterans.
Addressing feedback
We have made improvements that has resolved issues with finding forms by numbers or titles. If you're still having difficulty locating a specific form, check you are using the correct form number, use different terms or the form's purpose rather than just the technical reference.
The availability of clickable links within AI responses depends on whether links are present in the original webpage content that the AI is drawing from. Since the system is in Beta, we're continually improving both the AI functionality and the underlying content to provide better links to information over time.
An “AI hallucination" is a technical term for when an AI system generates information that doesn’t exist anywhere in its source material. Our AI-enabled search works by finding and presenting information that already exists on DVA websites. Any errors you might encounter are typically issues with how it interprets, combines, or presents this real information. These are accuracy and interpretation issues rather than the AI inventing information or “AI hallucinations”. Your continued feedback is helpful for our continued work to improve the consistency of our search results.
We are observing how the system is responding to questions and presenting information accurately and then adjusting the system to optimise the user experience. Occasionally, it may generate responses that may contain errors, use incorrect terminology, or combine information in ways that don't reflect official DVA policy. This is why it's essential to verify any important information through official DVA channels.
The AI system is designed to draw from official DVA content, but it may occasionally reference information from sources that are either out of date or no longer relevant. Always verify information through official channels or by speaking with DVA staff.
If the search function is not appearing for you, please contact the Website Project team and describe your access issue. If you are experiencing other technical problems, you can try using your browser’s scroll bar or adjust your zoom or try refreshing the page. We’re actively improving accessibility and user experience on all devices as well as continuously working to address any user interface issues that are encountered or reported via the feedback system.