DVA Media Release – Investment Pays on Claims Processing Times

The 2018 Client Satisfaction Survey of more than 3000 randomly selected DVA clients, including veterans, war widows/ers, carers and dependants, found an overall satisfaction rating of 81 per cent for DVA services.

• Overall satisfaction of the Department of Veterans’ Affairs (DVA) services remains above 80 per cent and satisfaction among clients aged 45-and-under is improving.
• Improvements at DVA mean around 85 per cent of rehabilitation and compensation claims are processed in one system and in reduced timeframes.
• The goal to improve the quality of service to veterans and their families by reducing claim processing times is being achieved.
download 16Minister for Veterans’ Affairs Darren Chester said the survey results illustrate DVA’s Transformation program continues to show positive results for veterans and their families, but that there is still much more to do.
“Satisfaction for DVA clients aged 45 years-and-under is up from 49 per cent in 2016 to 56 per cent in 2018, and dissatisfaction of this group has more than halved from 31 per cent to 15 per cent for the same period,” Mr Chester said
“It also showed for clients aged 45–64 years, satisfaction has improved from 69 per cent to 72 per cent from 2016 to 2018.
“Change takes time and there may be small disruptions to services for clients, however, tracking the ongoing satisfaction of DVA’s clients through the survey is one important way to gauge the outcomes and benefits of system improvements.”
The Transformation program has an ongoing commitment and investment from Government, including more than $166 million in 2017–18 and more than $111.9 million in 2018–19.
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