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Veteran AssistVeteran Assist

Your claim stays yours. Not legal advice. You send it. Official page wins. Terms

DVA call sheet

Print this page and fill it in by hand while you are on the phone, or type on the lines below and then print. It is a log, not a script, and it does not change the outcome of the claim.

  1. One claim per call. Write the claim number and the condition before you dial.
  2. Ask in the order on the sheet. Status before “what’s missing”. The reference number last.
  3. Write their name, position number and the call reference before you hang up.
  4. A phone promise is not a decision. If it matters, ask for it in writing.
  5. Calling for someone else? DVA will not discuss their claim until they appoint you on form D9325. See Helping a veteran.
  6. If your contact with DVA is restricted to email, use the same questions in the email and keep this sheet as the log. See contact restrictions.

Typing is optional. Nothing you type is saved or sent anywhere. It stays on this screen until you close or reload the page. The filled-in sheet has your name, date of birth and file number on it: keep it with your DVA papers, and do not post a photo of it online.

Veteran Assist

DVA call sheet

One claim. Ask in this order. Write the reference before you hang up.

DVA: 1800 VETERAN (1800 838 372) — 8am to 5pm local time, Monday to Friday.

From overseas: +61 2 6289 1133. Interpreter: TIS on 131 450. Deaf, hard of hearing or speech difficulty: National Relay Service, then give them 1800 838 372.

Calling for someone else? DVA needs form D9325 signed first.

Before you dial

Ask in this order

Tick each one as you ask it.

  1. 1Can you confirm you are looking at my ______ claim, number ______?
  2. 2Where is that claim up to right now?
  3. 3What is it waiting on, and who has to provide it?
  4. 4Is there anything you need from me? Where and how do I send it?
  5. 5Who has the file now (which team or delegate)?
  6. 6What is the next step, and who does it — you or me?
  7. 7When will I hear, and how (letter, MyService, phone)?
  8. 8What is your name, your position number, and the reference for this call?

After the call

  • If they promised something, put it in writing: use the follow-up letter at veteranassist.au/letters/follow-up.
  • Add the call to My file on veteranassist.au. It stays on your own device.
  • If nothing happens by the date they gave, see the delays guide at veteranassist.au/guides/delays, or run the Pathfinder: “A claim has gone quiet or is overdue”.

A phone promise is not a decision. If it matters, ask for it in writing.

Keep this sheet with your DVA papers. Do not post a photo of it online. Veteran Assist is independent of DVA and Defence. This sheet is a log. It is not advice. DVA phone details from DVA’s Contact us page, updated 5 February 2026.

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