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1.4.5 Communicating With Clients via E-mails

DVA supports the use of email to communicate with clients when appropriate, especially where

  • a client has requested they be contacted via email, or
  • the client has initiated contact with DVA via email.

If any personal client information is requested or required to be sent, staff should verify the client consents to using email to send this information i.e. 'are you happy for me to send this information to you via email?'.

When emailing clients and external organisations staff should send emails from business area mailboxes and not personal mailboxes, unless instructed otherwise by their Deputy Commissioner or Assistant Secretary.

If staff are unsure that the email address they have is correct they should undertake the same proof of identity exercises to conform the email address that they would to confirm a client’s postal address.