The DVA Release of Information Policy explains consent:

Can a representative make a claim on behalf of a client?

Clients are able to appoint another person to make a claim on their behalf using the approved claims forms under the VEA, MRCA and DRCA.

Typically, a represented client will either complete the form together with the representative or the representative will complete the form on behalf of the client.

Where the nature of the representative permissions are unclear, delegates should discuss this with the nominated representative and ask them to provide clarification.

Is there a ‘proper claim’ if only the nominated representative signs the claim form?

Clients can appoint or modify a representative arrangement in a number of ways. The duration of the authority will vary depending on the way that is provided:

Where a client is no longer able to manage their own affairs, the organisation or person representing the client must provide legal and medical evidence. 

This could be either original or certified copies of:

There are a number of different representatives DVA engages with. 

Generally, the way we engage with these representatives is the same. However, if a client is represented by a family member or trusted friend, it may be necessary to provide more detailed explanation around claims processes.

Client Benefits staff regularly engage with client representatives when processing claims. Consistent engagement with representatives is critical in maintaining high levels of service delivery.

This chapter provides information about the different types of client representative arrangements and procedures on how staff should interact with them.

Where a representative arrangement is in place, correspondence and communication should be directed primarily to the client’s representative. 

A pre-determination call plays a crucial role in the claims process as it ensures procedural fairness obligations are being met. It humanises the process, provides the client an opportunity to ask questions, clarify information and offer additional supporting documentation to support the claim. 

Progress updates are touchpoints that keep clients informed and engaged through the duration of their claim assessment. The timeframe for claim progress updates should be established with the veteran as part of the initial phone call. 

Claims progress updates are an opportunity to provide:

Staff must make reasonable effort to contact clients to obtain additional information or evidence. What is considered ‘reasonable attempts’ will depend on the circumstances of the case, but may include: