Can you recognise suspicious provider behaviour?

Service providers and other third-party organisations play an important role in offering high quality health and wellbeing programs and services for veterans and families. 

To help protect veterans and families, all service providers must comply with strict requirements for the services they deliver to DVA clients. Most providers do the right thing. However, we are aware of some providers and third-party organisations which are engaging in misleading and non-compliant behaviours, including fraud. 

A small number of DVA providers and third-parties engage in misleading and non-compliant conduct and this can adversely affect the veteran community and DVA. Such conduct includes:

  • target veterans through misleading advertising and prize draws
  • send or offer DVA clients unsolicited ‘free’ goods related to their Veteran Card entitlements
  • contact DVA clients via uninvited, direct approach methods (cold calling/emails)
  • contact DVA clients claiming to represent DVA or be making contact on behalf of DVA
  • use images of Veteran Cards and government logos on webpages and other materials to suggest DVA or the Australian Government endorses their services
  • provide DVA clients with allied health services without a valid referral from their GP. 

DVA is the only source of truth for information about the services and supports that can be accessed by veterans and families using a Veteran Card. You can learn more about Veteran Card entitlements and DVA's funded health services on the DVA website. Alternatively, you can call us on 1800 VETERAN (1800 838 372) to confirm what services you are entitled to receive. 

There are ways you can protect yourself from being a victim of fraud. These include by:

  • knowing the facts – read the small print
  • asking questions if you can’t find answers in the small print
  • checking the information that you’ve read or heard is correct
  • not sharing your personal information over the phone or online with people or providers you don’t know
  • asking an advocate or trusted friend or family member to help you
  • visiting www.dva.gov.au or calling us on 1800 VETERAN (1800 838 372) if you need more information.

Remember, if something sounds too good to be true, it probably is. Look into it closely before you accept the offer. 

If you suspect fraud 

DVA takes a zero tolerance approach to fraud committed against DVA or our clients. Tip-offs help to keep our veteran community safe. If you suspect someone isn’t following the rules, report it to us by: 

DVA takes all fraud and non-compliance tip-offs seriously and investigates these as appropriate. You can choose to remain anonymous when reporting an issue that you think might be fraud. However, please be aware this can make it more difficult to investigate the issue if we require further information.

For more information, including what DVA needs to investigate a fraud complaint, please visit the Reporting suspected fraud page of the DVA website (dva.gov.au/about/overview/reporting-suspected-fraud).

It is normal for you and your family to feel distressed if you think you have been a victim of fraud. If you need support, Open Arms – Veterans & Families Counselling offers counselling and support services for veterans and families 24 hours a day, seven days a week. 

Contact Open Arms by visiting www.openarms.gov.au or by phoning 1800 011 046.