1.4 Dealing with Clients

Staff representing DVA are expected to meet the following standards when undertaking the determination of initial liability or assessment of a claim:

• Delegates will avoid conflicts of interest and will determine claims on an objective basis according to the evidence, avoiding preference or prejudice in relation to clients.
• Delegates will gather, and properly document all necessary medical and other evidence, while avoiding over or under-investigation of a claim.  The nature and extent of investigation required is a matter of judgement in the individual case, bearing in mind the severity of the injury, the manifest nature of certain injuries and events and the claims history of the claimant.
• In conducting investigations and dealing with claimants, delegates will observe the requirements of the Privacy Act, the DVA Service Charter and the requirements of the MRCA.

Additional guidance regarding delegate obligations and assessment processes for claims is available on the Compensation Claims Support Site here Compensation Claims Support site - Group - Home