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Media releases

The Hon Darren Chester MP
Minister for Veterans and Defence Personnel


29 October 2019

Increased veterans' satisfaction with DVA services

Results from the fundamental changes made to the way the Department of Veterans' Affairs (DVA) is delivering services to veterans and their families, are evident in this year's Client Satisfaction Survey findings.

More than 3,000 randomly selected DVA clients, including veterans, war widows and widowers, carers and dependants, were surveyed by ORIMA — an independent market research company — and found an overall satisfaction rating of 84 per cent for DVA services.

Minister for Veterans and Defence Personnel Darren Chester said the 2019 survey results further demonstrate that DVA's Transformation is delivering positive results for veterans and their families, but that there is still room for improvement.

"Satisfaction rates for DVA clients across all age groups increased this year, with clients aged under 45 showing the largest increase in satisfaction to 65 per cent, up from 58 per cent in 2018," Mr Chester said.

"It also showed for clients aged 45–64 years old an increase in satisfaction to 74 per cent, up from 72 per cent in 2018, while clients aged over 65 remain the most satisfied with DVA services at 92 per cent, increasing from 89 per cent in 2018.

"The results from these annual surveys provide DVA with invaluable feedback to inform its future, and importantly its transformation program, to ensure the services being designed best meet the needs of veterans and their families.

"The transformation program has already delivered significant improvements to DVA's online, face-to-face and telephone channels to make sure veterans and their families can connect with DVA quickly and with ease. This year's survey results are evidence that the transformation program is on the right track."

For the first time in 2019, the Survey also asked clients about their wellbeing using the Australian Unity Wellbeing Index.

"The Government is committed to putting the health and wellbeing of veterans and their families first, that's why it was so important to gain an understanding of their wellbeing compared to the rest of the Australian population," Mr Chester said.

"Overall, veteran client wellbeing is the same as the general Australian population, sitting at 78 points out of 100 on the Global Life Satisfaction Index. However, a notable difference was in the area of health, with 69 per cent of wellbeing for DVA clients compared to 75 per cent for the Australian population."

These results highlight the need for DVA to continue to focus on enhancing the wellbeing for veterans and their families by providing and connecting them to effective services and support. This data will be used to inform the Veteran Mental Health and Wellbeing Strategy and National Action Plan.

Results from the 2019 survey are available on the DVA website.



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 1800 011 046 or +61 8 8241 4546) or visit