RSL Victoria calls for urgent rethink on DVA system change
RSL Victoria is calling on the Department of Veterans’ Affairs to immediately reassess system changes that have limited Military Compensation Advocates’ ability to lodge claims on behalf of the veterans they are supporting.
This week, with no warning, the DVA compensation claims processes changed and DVA refused to accept any claim lodged by Advocates in the last week using the previously accepted system. Advocates received emails advising that their claims had been rejected and would not be processed until submitted under the new claims processing system.
Typically, RSL advocates act on behalf of veterans to lodge service-related claims with the Department of Veterans’ Affairs. As the Royal Commission referenced, the system is so complex that trained Advocates are needed to help navigate.
Some older veterans are not IT savvy, nor have access to the technology and skills to log a claim without the help of an RSL advocate.
A compensation claim now requires an advocate lodging the claim on behalf of the veteran to use their own personal MyGov account rather than logging in via an organisational portal, causing widespread concerns about their privacy. In addition to personal privacy concerns, organisations have no visibility of claims data increasing the difficulty of managing multiple claims and service quality.
The result is that just two weeks from ANZAC Day, Advocates are unable to make compensation claims on behalf of the veterans they support due to having to use their personal MyGov accounts for work carried out on behalf of the organisation.
The Royal Commission into Defence and Veteran Suicide found that the stress of dealing with DVA was a leading cause of poor mental health and suicidality amongst veterans.
This change is already adding to that stress.
Subsequently, RSL Victoria has been inundated with calls from advocates and veterans not knowing what to do.
While RSL Victoria support DVA’s intent to put more rigour around the compensation claim process that ensures the most vulnerable are prioritised and supported, this method instead makes it more difficult for those that need help.
Right now, advocates cannot help veterans which leaves veterans feeling more isolated.
RSL Victoria is calling on DVA to immediately reassess this week’s change and fix the system so that veterans and advocates can practically use it.
UPDATE (14 April 2025)
Following RSL Victoria raising concerns regarding recent DVA policy changes to compensation claim lodgement, we have subsequently engaged in constructive discussions with DVA officials.
During these conversations, DVA acknowledged there were shortcomings in communicating the rollout of the new policy.
They are still committed to ensuring the most effective claim lodgement process that helps both veterans and representatives and we support them in this aim.
In response to these concerns, DVA has committed to working closely with RSL Victoria to enhance the standards of advocacy and support provided to the veteran community.
RSL Victoria remains dedicated to advocating for the welfare of veterans and will continue to engage with DVA to facilitate improvements in the systems and services that support our veteran community.
The RSL strongly agrees with the intent of these changes.
