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Media releases

The Hon Darren Chester MP
Minister for Veterans and Defence Personnel


1 July 2019

Making it easier for veterans to access support

IMPROVEMENTS to how veterans and their families access services and support will continue with funding committed for the ongoing transformation of the Department of Veterans’ Affairs (DVA) secured until 2021.

Minister for Veterans and Defence Personnel Darren Chester said improvements made to-date meant that veterans and their families, in many cases, are now able to get almost immediate decisions on claims through DVA’s online platform, MyService.

“The Government’s ongoing investment in the Department’s transformation over consecutive years illustrates our commitment to ensure veterans and their families have a world-class support system,” Mr Chester said.

“Before the Government started its investment, many claims were still paper-based and there was a lot of manual handling involved. We are focussed on improving processing and approval times of claims to further improve the experience of veterans and their families through the digitisation of client files and streamlining of internal processes.

“To ensure veterans and their families can navigate the Department’s phone system and gain assistance as quickly as possible, DVA is continuing to simplify and enhance its phone system and the current DVA website is being updated to make it easier for veterans, their families, providers and the wider community to find the information they are looking for.

“The Government is putting veterans and their families first and making sure they have access to the information and assistance they need, no matter where they live in Australia. This includes those living in rural and regional areas where DVA may not have offices set up to support veterans who need face-to-face support.

“It is my priority to ensure veterans and their families get the support they need throughout their lives.”

DVA is undergoing the most significant reform in its history, to ensure veterans and their families have faster and easier access to the services they need, when they need them. DVA is more closely connected with veterans and their families. DVA is embracing new technology, moving from complex and outdated systems to providing more streamlined and modern access to services.



Rachel Tharratt: 02 6277 7820
DVA Media: 02 6289 6466

Office of the Hon Darren Chester, Canberra ACT

Open Arms — Veterans and Families Counselling provides support for current and ex-serving ADF personnel and their families. Free and confidential help is available 24/7. Phone 1800 011 046 (international: +61 8 8241 4546) or visit