Sensitive emails

How do I register for Sensitive e-mail sent from DVA?

There are two different ways to access the content of the Sensitive email, depending on what device you are using.  Via an android device or computer; or via an iPhone or iPad device.

Open the Sensitive email from your mailbox.  The Sensitive email from DVA will appear in your mailbox with a 'from' address in the format 'name [at] dva.gov.au' and will have a classification of SEC=OFFICIAL:Sensitive and one of the below classifications:

• Personal-Privacy
• Legal-Privilege
• Legislative-Secrecy

If you have an android device or are using a computer follow these steps:

1. Open the attachment in the e-mail that is called ‘SecureMessageAtt.html’.

2. A new browser window will open. Click the ‘Read Message’ button (the button is in the middle of the page).

If you have an iPhone or iPad device follow these steps:

1. Click on the “click here” link (note: the link expires after 7 days after the email has been sent.  If you wish to access the email after this timeframe please do so via a computer or android device.)

2. The Login screen will be displayed. Enter your password in the Login screen as prompted.
3. Click ‘Continue’

First Time Users

The first time you receive a Sensitive e-mail, you will be prompted to create a password and enter a ‘Password Recovery Question’. The recovery question will assist you if you forget your password.

Passwords must meet certain conditions:

1. Enter first and last name
2. Enter a password that meets the below conditions:
   • Passwords must be 8-20 characters long.
   • At least one digit (0-9) is required.
   • At least one symbol character is required.
   • Your username may not appear in the password.
     Example: Pa55w$rd

3. Verify the password by re-typing your password where prompted.
4. Enter a ‘Password Recovery Question’ and enter your answer. Your Password Recovery Question is a prompt for you only. The answer you enter is encrypted and not visible to the Department of Veterans’ Affairs.

Upon successful login, the Sensitive email will be displayed in the browser window.

How do I open a Sensitive e-mail sent from DVA

If you have registered previously, i.e. you have received a Sensitive e-mail from DVA previously and you have created a password, open the Sensitive email from your mailbox.

1. Open the attachment in the e-mail that is called ‘SecureMessageAtt.html’ if you are using a computer or android device, or click on “click here” if you are using an iPhone or iPad.

2. A new browser window will open. Click the ‘Read Message’ button (the button is in the middle of the page).

3. The Login screen will be displayed.  Enter your password in the Login screen as prompted.
4.  Click ‘Continue’

How do I send a reply?

If you have registered previously, i.e. you have received a Sensitive e-mail from DVA previously and you have created a password, open the Sensitive email from your mailbox.

1. Open the attachment in the e-mail that is called ‘SecureMessageAtt.html’, click the ’Read Message’ button and enter your password.
2. Click the ‘Reply’ button (the button is located at the top left of the screen) to reply to the e-mail address that sent you the e-mail.

OR

3. Click the ‘Reply All’ button to reply to every e-mail address that received the initial e-mail, including the original sender of the e-mail.

A reply screen will be open that contains the address/es you are replying to.  The address/es are pre-populated and cannot be altered.

4. Write your reply.  If you wish to attach documents click ‘Attach a file’.

5. Select ‘Choose’ and then select the file that you would like to send.

6. To remove an attachment, select the X next to the attachment.

7. When finished select the ‘Send’ button.

Note:  For security purposes, your secure session will time out after 10 minutes of inactivity.  If you take longer than 10 minutes to compose your response, you will be prompted for your password again before the e-mail is sent securely (you will not need to retype your e-mail).  This is an added security feature to minimise unauthorised use of your secure session.

When your e-mail has been successfully sent a ‘Your secure message was sent successfully’ screen will be displayed.

Once you have finished with the e-mail, click the Logout button, or return to the original message.  This will securely log you out of the secure session.

I’ve forgotten my password. What do I do?

If you have forgotten your password, click the ‘Forgot Password’ link on the password screen to go to the Password Recovery Question (which you set up the first time you logged on).

This will launch a screen that prompts you to answer your Password Recovery Question.

1. If you can remember the answer to your Password Recovery Question, enter it where prompted (note this answer is not case sensitive).

You will be prompted to enter a new Password.  This must meet the same conditions as the original password:

OR

If you cannot remember the answer to your ‘Password Recovery Question’;

2. If you cannot remember the answer to your 'Password Recovery Question' you will need to contact DVA at secure.services [at] dva.gov.au to reset the password. The Secure Services Administrator will prompt a system-generated password to be sent to your secure email address.

I have entered my password incorrectly three times and my account is temporarily locked.

If you have entered an incorrect password, you will receive a message ‘Account Temporarily Locked Out’.  This message indicates you have unsuccessfully attempted to enter your password more than the allowed limit.

You have three attempts to enter your password before your account is locked.  To unlock your account, there are three options:

1. If you know your password, but have entered it incorrectly unintentionally, wait 5 minutes and open the SecureMessageAtt.html attachment again.  Enter the correct password and you will be directed to the e-mail.

OR

2. I have forgotten my password, but remember my ‘Password Recovery Question’.  Wait 5 minutes and open the SecureMessageAtt.html attachment again.  Follow the instructions for ‘Forgot Password’.

OR

3. I cannot remember my password or ‘Password Recover Question’.  If you cannot remember the answer to your ‘Password Recovery Question’, you will need to contact DVA at secure.services [at] dva.gov.au to reset the password.

I am asked to enter my password before I am able to initiate a reply to the Sensitive email or hit send. Why?

This is an added security measure.  When the Sensitive e-mail is opened in a new browser window, the browser session will time out after 10 minutes.  If there is no action in the e-mail - that is, selecting either the reply or send buttons within 10 minutes of opening, the session will time out and you will need to enter your password to continue. Typing or using the scroll bar are not considered actions.

What are the web browser requirements to be able to send and receive Sensitive emails?

The requirements of the web browser you will need to access Sensitive e-mail are considered low.  If you are able to read a newspaper online, you should be able to receive Sensitive e-mails from DVA.  If you do not have these minimum browser requirements you will be directed to upgrade to a higher version.

Who do I contact if I have a problem?

If the information contained on this site is unable to assist you, and the problem or question is technical in nature, you can send an e-mail to secure.services [at] dva.gov.au. Please include in your e-mail how DVA can contact you regarding your query.

Do not disclose your password or password recovery answer in this e-mail. DVA will not ask you for your password or password recovery answer.

Who do I contact if I have a question

If you have a problem or question that is not related to a technical issue with your secure email, please contact DVA.

Visit DVA Contact us page for further contact details.

Or contact DVA General Enquiries (8am to 5pm, Mon to Fri) on 1800 VETERAN (1800 838 372).