DVA Client Satisfaction Survey

25 Aug 2021

In late 2020, the Department of Veterans’ Affairs (DVA) began conducting its fieldwork for the Client Satisfaction Survey (the Survey). I am pleased to announce that the 2020 results are now available.

The Survey seeks to help us understand how veterans and families feel about their interactions with DVA, and how we can improve the way we provide services and support. Understanding the client experiences and capturing feedback is critical to our continuing efforts to transform DVA.

ORIMA Research, an independent market research company, conducted the survey on our behalf as it is important that the collection of data and the results are statistically robust and objective.

A representative sample of 3,007 DVA clients from all Australian states and territories, age demographics and client types (for example, veterans, war widows and widowers, carers, and dependants) participated in the latest Survey.

As you all know, 2020 was a difficult year for everyone starting with bushfires, floods and the emergence of COVID-19.  All of which impacted our veteran community. The survey results demonstrate that despite these challenges, the overall satisfaction rates dropped a little from 2019 to 78 per cent and the wellbeing of DVA clients has stayed the same and even increased in some areas. The wellbeing of DVA clients is broadly the same as that of the general Australian population.  I encourage you to have a look at the full results of the survey on DVA’s website www.dva.gov.au/survey

Whilst the results are representative of the population groups, DVA recognises that there are individuals within the veteran and the broader Australian population who are experiencing significant issues and challenges which impact on their wellbeing.

I want to remind you that there are a number of helpful supports that are available such as Open Arms Veterans & Families Counselling who offer support 24 hours a day, seven days a week and can be contacted by phoning 1800 011 046. Or if you are interested in some of the DVA services listed in the survey you can find out more by contacting 1800 VETERAN (1800 838 372).

Thank you to those who participated in the survey and for your ongoing commitment to providing support to veterans and their families.


Liz Cosson AM CSC
SecretaryDepartment of Veterans’ AffairsE: [email protected] | E: [email protected]