Report into veterans’ claims now public

The Hon Matt Keogh MP
Minister for Veterans’ Affairs
Minister for Defence Personnel

A key report into the Department of Veterans’ Affairs’ (DVA) claims processing system has today been made public.

Minister for Veterans’ Affairs Matt Keogh said the report found 37 initiatives which would improve the department’s processes, reducing the wait times for veterans and their families.

“We must reduce this claims backlog. It simply isn’t good enough to have people who have put on a uniform and served our country wait for such a long time to access the support they are entitled to,” Minister Keogh said.

“I believe it’s important to be accountable, and to get on with making positive changes as soon as possible, that’s why I have asked the Department to release the report publicly.

“We are turning a new leaf here and we want to get on with implementing changes as quickly as possible to improve the wait times for veterans. That means employing more staff in the Department and to move away from labour hire so we can build and retain the skills and experience needed to support Veterans and their families as they so deserve.

“We want to alleviate any pressure the veteran community are feeling, and that’s why improving DVA’s compensation claims and payments processing system is so important.”

In September 2021 DVA commissioned independent consultants McKinsey & Company to examine the claims processing system. McKinsey worked closely with the department, ex-service organisations and other members of the veteran community and considered submissions in their investigation.

McKinsey identified 11 priority initiatives and created an implementation plan for the Department. Some initiatives had not been resourced by the previous government and we are working through those now. DVA has commenced planning and implementation, and is working with Government to prioritise further efforts.

The full report can be read on the Department of Veterans' Affairs website

Media contacts

Stephanie Mathews (Minister Keogh’s Office): +61 407 034 485
DVA Media:

Authorised by The Hon Matt Keogh MP

Open Arms – Veterans & Families Counselling provides 24/7 free confidential crisis support for current and ex-serving ADF personnel and their families on 1800 011 046 or the Open Arms website. Safe Zone Support provides anonymous counselling on 1800 142 072. Defence All-Hours Support Line provides support for ADF personnel on 1800 628 036 or the Defence Health Portal. Defence Member and Family Helpline provides support for Defence families on 1800 624 608