DVA is calling on veterans and families to take part in the annual Client Benefits Client Satisfaction Survey (CBCSS).
Since 2020, this survey has gathered firsthand insights into the claims process and helped to enhance the quality and efficiency of services provided to the veteran community.
Why participate?
Your feedback is crucial in helping us understand your experiences with claims lodgement and processing. By sharing your thoughts, you can contribute directly to the improvement of support services for veterans and families.
Who can participate?
If you’ve had a determination made on a claim between 1 April 2024 and 31 March 2025 for any of the following benefits, you’re eligible to participate:
- Income support
- Disability pension
- War widow/ers and Dependents pension
- Funeral benefits
- Compensation benefits (under DRCA and MRCA).
How does it work?
DVA has partnered with ORIMA Research to conduct the survey of randomly selected clients.
Selected clients will receive a letter via Australia Post with details about the survey and instructions on how to participate or opt-out. A further number of these clients will receive an email from ORIMA with an invitation to complete the survey online. Clients who submitted a claim for funeral benefits will be invited to complete the survey on paper.
Participation is voluntary and all responses are confidential.
Make a difference
Feedback from past surveys supported the introduction of the Our commitment to you communication standards and increased claims information published on the DVA website.
If you have any questions about the survey or would like talk about providing feedback separate to the survey, please email CBCSS@dva.gov.au or call us on 1800VETERAN (1800 838 372).
For more information about support please visit the Financial Support page.