13.2.2.2 Absence or Separate due to Family or Domestic Violence 

Under the MRCA a person may continue to be considered wholly dependant on an eligible member in circumstances the person or the eligible member has left or been removed from their home due to circumstances of family or domestic violence (FDV). 

If client correspondence has been returned to the Department as return to sender, attempt to contact the client or their representative by phone, email or SMS to confirm their current address. Make a note in Process Direct for each attempt.

If the client or their representative cannot be reached after 3 attempts:

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.

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:

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.

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:

To meet DVA’s customer service expectations, all delegates are required to have an ongoing relationship with their clients.  It is imperative that delegates provide timely advice to clients on the progress on their claims and make reasonable attempts to contact clients and obtain information to support a claim.

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.