Putting veterans and their families first
In recent years, the Department of Veterans’ Affairs has faced a number of hard truths, which have highlighted our short-falls in delivering services, policies and experiences.
After listening to feedback from veterans and their families one thing was clear: we needed to improve the way we provide our services to ensure the wellbeing and care of the people we serve.
This has resulted in DVA undertaking the largest service transformation in its history.
We are delivering a better experience for you and your family when interacting with DVA no matter how you want to manage your business with us. We are embracing new technology, moving from complex and outdated systems and providing more streamlined and modern access to services.
DVA’s transformation is providing support, when needed, to enable you and your family to lead healthy and productive lives. We are improving the confusing and complicated systems and processes and making it simple and easy for you to get the support you need, when you need it.
We have made a lot of changes already, though there is still a lot of work to be done.
How DVA is changing
By introducing online claiming capability, improving our phone system and expanding access to face-to-face services, we are no longer disconnected from you and your family.
It is now faster and easier to connect with DVA, getting the support you need sooner.
A faster and more efficient way to claim
We have made progress on our digital journey. Through our transformations, we have made it easier to make online claims through our new online portal MyService, which empowers you to manage your business with us online, at your convenience.
Through MyService you can:
A single phone number to contact DVA.
We’ve removed hundreds of unnecessary phone lines, introducing a single 1800 VETERAN contact number, making it easier for you to contact us. This means you no longer have to scroll through hundreds of phone numbers to work out who you need to talk to.
Free access to mental health care
If you’re transitioning from the ADF, you are eligible for a Veteran Card (White) automatically upon discharge. This card provides you with access to free mental health treatment without having to submit a claim. Learn more about the White Card or free mental health care.
Simplifying the complexity of dealing with multiple agencies
We are rethinking and improving the way we support you, to focus on your needs, rather than the needs of agencies or layers of government.
We’re working with the Department of Defence to make our services more consistent and seamless – working towards knowing veterans from the time they enlist, to the time you discharge from the ADF.
We’re also working alongside other areas of government, the community, private sector – and most importantly with veterans and their families – to co-design the future.