Current rates effective 20 March 2025

Written communication

Unless there are known vulnerabilities or exceptions, clients must be included in all written correspondence. Exceptions are in place for clients who have a:

A representative’s authority to act and the personal information they can access varies between clients. Because representative arrangements can change, it is crucial to check before releasing any information to avoid privacy breaches.

If in doubt, contact the client by phone to determine if the representative arrangement is still in place. If the client cannot be reached by phone, send an email.

Release of the report to the client

mlcoa may release IME reports simultaneously to clients, their nominated Medical Practitioners and DVA.  

DVA has protocols in place to support clients who have a Single Point of Contact, Client Management plan or contact restrictions. 

Telehealth appointment

Telehealth is having a consultation with a healthcare provider by phone or video call. They may be a convenient option for clients with mobility issues, those who live in remote areas or based on the advice of the case manager under the Coordinated Client Support Program. They also save time and money by reducing the need to take time off work, travel, wait in waiting rooms, or pay for parking or public transport.

Telehealth appointments should be offered when a physical examination isn’t necessary.

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

Yes, depending on the type of claim submitted and whether the client had physical capacity to personally sign the claim form.

Non-liability health care claims, and veteran recognition applications

A nominated representative may make these claims without the client’s signature. It does not matter whether the client had physical capacity to personally sign a form.