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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.