Playbook

I need the documents DVA is holding

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

When: You need file notes, emails, call recordings, position numbers, or the papers behind a SPOC or delay. · 45 minutes to write; weeks to wait

1. Step 1Count the FOI clock on Deadlines firstOpen /deadlines. Practical refusal (s 24AB) is 14 days and silence withdraws the request. Internal review is usually 30 days; OAIC is 60 from an access refusal or 30 from internal review. Your letter is the source.
2. Step 2Search MyService and your letter pileDecision letters and some reports are already there. Screenshot what you have so you only ask for the rest.
3. Step 3Pick the doorOwn file, want it quickly, no review needed yet → PIR webform. Need review rights, recordings, SPOC papers, or PIR already failed → FOI webform. Many veterans send one letter that is both. Policy or “how they decide” is often non-personal FOI — charges can apply.
4. Step 4Write a scoped list, not “everything”Claim numbers, date range, call recordings on your number, names and position numbers, SPOC/behaviour file. Use the FOI letter.
5. Step 5Prove who you are and lodgeWebforms collect identity. Email or post: form D8601 plus ID. Send to Information.Access@dva.gov.au or the FOI / PIR webform. Keep a copy.
6. Step 6Diary 14 days then 30 daysFOI acknowledgement 14 days, decision 30 days unless they notify an extension. PIR aims at 30 days. One written chase if they go quiet.
7. Step 7If they refuse, delay, or over-redactFOI: internal review (another officer, 30 days), then OAIC IC review — 60 days from an access refusal, 30 days from internal review, check the letter. PIR: no OAIC — lodge FOI for the same documents.