Playbooks

My claim has gone quiet

No meaningful update inside the published timeframe, or a hardship flag with no action.

A two-week sequence to find out whether DVA is waiting on you, waiting on a doctor, or not working the file.

I need the documents DVA is holding

You need file notes, emails, call recordings, position numbers, or the papers behind a SPOC or delay.

Check MyService, pick PIR or FOI, scope the request, lodge with identity, then diary the statutory clock.

I need support this month

Rent, food, children, or household function is breaking because of accepted (or claimed) conditions and delayed payments.

Separate income, ASP, household services, and crisis services so you ask for the thing that can actually pay.

I disagree with a DVA decision

You have a determination letter you think is wrong.

Preserve the time limit, pick VRB rather than a rant, and put the medical table in front of the Board.

DVA has asked for more medical evidence

You have an information request, a medical questionnaire, or a letter saying the claim will be decided on current information.

Answer the actual question, brief the specialist, and stop the sequential-request loop.

DVA has restricted how I can contact them

You have a SPOC, scheduled-contact only, or a mutually respectful behaviour letter.

Get the documents, ask for adjustments, put an advocate in the channel, and keep every message short and calm.

I cannot keep the house going

Cleaning, laundry, meals, shopping, lawns, or personal care have slipped because of accepted conditions — or you never knew DVA paid for this.

Separate household services, attendant care, VHC, and ASP, then lodge the form that actually funds the work.

I want compensation for how the claim was handled

The administration — not just the decision — has cost you money or health.

Build a CDDA pack: timeline, RMG 409 map, causation, quantum. Do not skip the underlying claim.