The Veterans’ Affairs portfolio, which includes the Department of Veterans’ Affairs (DVA) and the Office of Australian War Graves, is part of the Defence portfolio. In 2008–09, the total appropriation for the Veterans’ Affairs portfolio was $11.5 billion.
DVA, on behalf of the Repatriation Commission and the Military Rehabilitation and Compensation Commission, administers the Veterans’ Entitlements Act 1986, the Military Rehabilitation and Compensation Act 2004, and the Safety, Rehabilitation and Compensation Act 1988. Under these Acts and other legislation, the department is responsible for carrying out government policy and implementing programs to fulfil Australia’s obligations to veterans and war widows, serving and former members of the ADF, certain AFP with overseas service and their dependants.
The ANAO’s audit strategy is based on a review of the business risks and recent initiatives within the portfolio. The ANAO has recently completed an audit of the quality and integrity of DVA’s electronic income support records. The ANAO’s audit planning for 2009–10 takes into consideration the new approaches DVA is adopting to deliver services to veterans and includes potential audits in the areas of quality assurance and management of overpayments.
Potential audits
Management of Overpayment of Pension Entitlements under the Veterans’ Entitlements Act 1986
DVA aims to ensure all eligible customers are granted their correct payment under the Veterans’ Entitlements Act 1986. Pension overpayments can have a high financial value and affect the lives of veterans and their families. DVA has estimated the total value of overpaid pensions to be $9.2 million, involving 2343 overpayments, as at February 2007.
This audit would investigate the effectiveness and consistency of the department’s management of overpayments, including the service delivery to those affected. The audit would also consider investigating the policy and procedures for waiving and writing off overpayments.
National Income Support Quality Assurance Program
DVA’s National Income Support Quality Assurance program was implemented in July 2000. DVA defines quality assurance as:
The measurement and management of all income support activities to ensure that our clients have confidence in their expectations to receive all the benefits to which they are entitled and that the processing and determination of payments and associated benefits are being provided efficiently, effectively and correctly.
This audit would examine whether DVA’s quality assurance program is regularly reviewed to ensure it is meeting its objectives and DVA’s changing business needs, and whether the quality assurance program is an effective tool for improving the quality of income support decision making and data integrity.
