Client Benefits Client Satisfaction Survey

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About the Survey

The annual Client Benefits Client Satisfaction Survey (CBCSS) commenced in 2020 to gather client feedback on their experience with DVA staff while their claim is being processed. This is a qualitative measure to complement existing quantitative measures in relation to client benefits programs.

The information collected helps DVA to improve the claims process and the services it provides.

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Who is contacted?

The survey is for clients who completed a claim and had a decision made for income support, disability and war widow/er pension, funeral benefits and compensation benefits in the preceding 12 months.

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How are people contacted?

In 2025, Orima Research has been engaged to conduct the CBCSS. DVA will be writing to a pool of eligible clients who have had a relevant claim determined in the preceding 12 months. Upon receipt of this letter, a client will have the option to opt-out of further contact for this survey.

Thereafter, Orima Research will be in contact with a sample of eligible clients, inviting them to complete the survey.

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Confidentiality

Your answers will be treated as confidential by the staff at ORIMA Research.  Your survey responses are completely anonymous and reports of survey results will not identify you.  

The survey does contain some free text questions. Free text responses will be provided to DVA in their original (un-edited) format. Unless you choose to provide your name or other personal information in these free text fields, your personal information cannot be linked to your other responses.

Any feedback you give will not, in any way, affect any pension, benefits or health services, which you are entitled to receive from DVA, or to which you may become entitled to receive in the future.

Please Note: The annual Client Benefits Client Satisfaction Survey is a different survey feedback project to the Client Insights Survey. Read more information on the Client Insights Survey.

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Purpose

The survey specifically covers the following Outcome 1 programs claims under the Veterans Entitlements Act 1986 (VEA), Safety, Rehabilitation and Compensation (Defence-related Claims) Act 1988 (DRCA) and Military Rehabilitation and Compensation Act 2004 (MRCA):

  • 1.1 Deliver veterans’ income support and allowances; 
  • 1.2 Deliver veterans’ disability support; 
  • 1.3 Deliver assistance to Defence widow/ers and dependants; 
  • 1.4 Deliver assistance and other compensation for veterans and dependants; and 
  • 1.6 Deliver income support and compensation under DRCA and MRCA.   

It also considers Aged Pension claims under the Social Security Act.

The survey results are used to report against the following performance measures in DVA’s Annual Report:

  • 1.1-5 Income support and allowances;  
  • 1.2-3 Disability support;  
  • 1.3-3 Defence War widow/ers and Dependents Support;  
  • 1.4-3 Funeral benefits; and  
  • 1.6-13 Income support and compensation under DRCA and MRCA.       
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