Complaints and Feedback
The Department of Veterans’ Affairs is committed to customer service so we value feedback from you. We would like to hear if you are happy with the service you have received. If you are not satisfied with the service provided by us, it is important you tell us, so that we can do something about it.
To make a compliment or suggestion for improvement, please provide feedback to any DVA staff member in person, by phone or in writing. To call DVA ring 133 254 or from regional Australia 1800 555 254. Letters should be addressed to GPO Box 9998 in each capital city.
To make a complaint, the following steps are suggested:
Step 1 - If possible, a complainant should raise the matter with the person they have been dealing with. To call DVA ring 133 254 or from regional Australia
1800 555 254.
Step 2 - If a complainant is not satisfied with the response, they should ask to talk to the manager of that section.
Step 3 - If a complainant is still not satisfied with the response, please contact the Veterans’ Standards and Complaints Management (VSCM) team at DVA by:
- phoning the DVA feedback number on 1300 555 785
- mail addressed to the VSCM team at GPO Box 9998 Sydney NSW 2001 (Note: if you are concerned about the security of your personal information you may prefer to use registered mail); or
- e-mailing firstname.lastname@example.org - please note that if you choose to use this email facility your e-mail to us may not be secure. Please do not use this link to send DVA personal information. DVA will be unable to send any personal information via this link.
DVA can accept a complaint from a third party on behalf of a client (for example, an interested family member of a veteran). However, personal information cannot be disclosed to anyone without the client’s permission.
Also refer to: DVA Service Charter
For general enquiries (not complaints or feedback) you can contact DVA by:
Telephone: 133 254
Regional callers: 1800 555 254
Nearest VAN Office: 1300 55 1918
For enquiries from providers (not complaints or feedback) you can contact DVA by: