Today, the Acting Commonwealth Ombudsman, Penny McKay, released the report The Department of Veterans’ Affairs’ communication with veterans making claims for compensation. The own motion investigation examined the appropriateness of the Department of Veterans’ Affairs’ (DVA) administrative framework to support its communication with veterans making claims for compensation for injuries or conditions related to their service, including DVA’s approach to communicating with and assisting at-risk veterans.

Ms McKay acknowledged in the report that DVA has progressed several positive initiatives to improve service delivery and the administrative framework guiding communication with veterans throughout the claims process is well developed.

“While this investigation did not identify any significant concerns about DVA’s policy and procedural framework for managing communication with veterans during the claim process, we identified some opportunities for improvement.”

“Good communication, through the delivery of clear and regular information to veterans throughout the claim process, can help to manage veterans’ expectations and reduce feelings of uncertainty, anxiety or frustration whilst waiting for claims to be assessed” Ms McKay said.

The report makes 8 recommendations aimed at improving the transparency and quality of information provided to the veteran community and guidance for DVA staff to support effective communication with veterans. All 8 recommendations are accepted by DVA.

“I am pleased DVA accepted all 8 recommendations and acknowledge their commitment to continual improvement to support the wellbeing of the veteran community and their cooperation with this investigation.”

DVA indicated it will implement all of the Ombudsman’s recommendations over the course of 2022.

The report can be found on the Commonwealth Ombudsman website