DVA Feedback Policy

Written by Claude Haiku 5.5 from the extracted text on 21 Oct 2026. It can miss or misread redacted and scanned pages. Check the source before relying on it.

The release is the Department of Veterans' Affairs Feedback Management Policy, last updated in April, with the release dated 3 June 2026. It is a policy document, not a briefing or data set, and the excerpt contains no quantified statistics or withheld passages. The policy sets out how DVA handles complaints, compliments and suggestions, including the definition of a complaint, what does not count as one, six feedback principles (trauma-informed approach, accessibility, confidentiality, fairness and equity, effectiveness and regular review), and the available channels such as MyService, the website form, email, telephone, in person and post. It commits DVA to acknowledging complaints within three working days and resolving them within 28 working days. It also covers referrals to the Commonwealth Ombudsman, OAIC, AHRC and AHPRA, and consent to release personal information. No FOI exemptions (s 47F, s 47C or s 47G) are evident in the excerpt.