Each phone call is an opportunity for staff to represent the values and professionalism of the Department in their interactions with clients, their representative or their family. It is important that each encounter not only reflects professionalism but is also mutually respectful and is a genuine commitment to building rapport and providing quality interactions.
The surname, location or individual email address of a DVA staff member should never be disclosed to clients or representatives. If a client telephones the department and asks for a specific delegate, staff may only disclose the first name, generic mailbox and position number of the delegate.
Staff telephone numbers and extensions must be included in all correspondences to clients and their representatives.
R&C ISH letters will automatically include the appropriate signature block based on whether the staff member is listed as a delegate or as a support officer in R&C ISH. If needed, the signature block can be manually amended to reflect the format provided below.
DVA recognises that some claimants may experience feelings of uncertainty during a claim for compensation. Regular communication throughout the claims process can alleviate a significant amount of concern and worry and help to improve their DVA experience.
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RMA instruments
RMA instruments
Military invalidity pensions income streams are not included in a person's assessable assets.
The income test assessment for income support recipients receiving a military invalidity pension income stream is calculated as follows:
5JBB of the VEA
46VAA of the VEA
What is a military invalidity pension income stream?
