Information services for veterans

The department now delivers the Veterans’ Information Service at 22 regional Service Centres—10 in New South Wales, four in Victoria, six in Queensland, one in South Australia and one in the Northern Territory. The Veterans’ Information Service provides customers with information about eligibility requirements and application processes, assistance with claim forms, and referrals to local community services.

The department is performing this role under a Statement of Intent with the Department of Veterans’ Affairs (DVA).

Community Engagement Services were delivered in Coffs Harbour and Port Macquarie, and Veterans’ Agent Services were delivered at four sites in South Australia and one on Norfolk Island. In addition, the department maintained three Veterans’ Information Kiosks in South Australia and delivered Assisted Services at two sites in Queensland.

The department and DVA continue to work in partnership on measures such as managed investments, welfare payments, Income Management, compliance and fraud initiatives, online concession entitlement confirmation, and administration of the Defence Force Income Support Allowance.

Going the extra mile for veterans

Through the Veterans Mobile Service Centres pilot, DVA has trained staff in our two Mobile Service Centres (Desert Rose and Golden Wattle) to deliver a veterans’ information service to DVA clients in their own communities.

This has enabled us to give the veterans we engage with access to DVA information, help with registering for DVA online services, responses to enquiries about their entitlements, and referrals to DVA for additional assistance as required.

The Mobile Service Centres visited 410 locations during the 2018–19 pilot program. The findings from the pilot have been very positive, with high levels of client satisfaction and positive feedback from the veteran community.

By joining forces for veterans, we are strengthening the partnership between DVA and the department, and showcasing how our platforms can help our colleagues across the Australian Public Service make dealing with government easier for citizens.