Browse our range of reports and publications including performance and financial statement audit reports, assurance review reports, information reports and annual reports.
Managing the veterans’ compensation claim backlog
Please direct enquiries through our contact page.
The objective of this audit is to assess the effectiveness of the Department of Veterans’ Affairs’ (DVA’s) management of the compensation claims backlog.
Audit criteria
The ANAO proposes to examine:
- Has DVA effectively managed the backlog?
- Has DVA administered the claims system to improve efficiency and veterans’ experience?
- Has DVA undertaken monitoring and reporting on performance to achieve intended outcomes?
Subscribe
If you have questions about the claims process or your claim, or need support, please contact the Department of Veterans’ Affairs by:
- Calling 1800 VETERAN (1800 838 372): Speak to a DVA staff member who can guide you through the process, answer questions and if required, identify additional support;
- Visiting a DVA office or Veterans’ Access Network (VAN): Get in-person help with lodging your claim. Use the location finder to find your nearest office;
- Emailing support: Reach out to primary.claims@dva.gov.au for help with documentation or claim status; and
- Calling 1800 011 046 or go to Open Arms to get support or find out more. If you need counselling or support, Open Arms is a free and confidential 24-hour service for current and ex-serving ADF members and families.
Contribute to this audit
The ANAO welcomes members of the public contributing information for consideration when conducting performance audits. Performance audits involve the independent and objective assessment of the administration of an entity or body’s programs, policies, projects or activities. They also examine how well administrative support systems operate.
The ANAO does not have a role in commenting on the merits of government policy but focuses on assessing the efficient and effective implementation of government programs, including the achievement of their intended benefits.
The audit you have selected is currently collecting audit evidence and is seeking input from members of the public. We particularly value information that deals with significant matters or insights into the administration of the subject of this audit. Information can be submitted either by uploading a file, or by entering your information into the comments box below.
While your contribution will be considered, and handled with care, you will not automatically receive feedback about your contribution. However, if you provide your contact details, you may be contacted regarding your contribution.
Please note that contributions are intermittently monitored. You will receive an email acknowledgement of your contribution if you provide a valid email address.
We anticipate accepting contributions to this audit until Sunday 25 January 2026.