DVA – Report into Veterans’ Claims now Public

24 Jun 2022

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 Claims process diagnostic on the Department of Veterans’ Affairs website.