Physical health and practical needs information for veterans, their family members and carers

Department of Veterans Affairs (DVA)

Website: Department of Veterans Affairs (DVA)
Phone: 1800 838 372 (1800 VETERAN)
What they do: Treatment cards, RAP equipment, home care, rehabilitation and hospital arrangements.

Healthdirect

Website: Healthdirect
Phone: 1800 022 222 (nurse advice line, 24/7)
What they do: Find local GPs and health services and nurse advice after hours.

Translating and Interpreting Service (TIS National)

Website: Translating and Interpreting Service (TIS National)
Phone: 131 450
What they do: Free interpreting in many languages for eligible services; can be used to contact DVA, My Aged Care and others.

Your Defence Health Record is separate from your civilian My Health Record and contains details of your health and the care you received while serving in the Australian Defence Force (ADF). Former ADF members (or their GP with their consent) can request a copy to support ongoing care, DVA claims or a Veteran Health Check.

DVA advise that for most veterans, Defence Health Records can be requested in writing from the Defence Health Records:

Defence Health Records
GPO Box 1932
Melbourne VIC 3001
Phone: (03) 5258 0675
Email: adf.persrecordenquiries@defence.gov.au

You may be asked to provide proof of identity and information about your service (such as full name, date of birth, service number and the dates of your service).

If you are working with a GP, you can authorise them to request the record on your behalf. Please note, psychology records may be stored separately and may require a specific request from the rest of your Defence Health Records.

You can also use My Health Record to keep an ongoing summary of your civilian health information (medications, allergies, test results and hospital summaries) alongside your Defence materials.

A Veteran Health Check is a comprehensive health assessment funded by DVA for anyone who has served in the ADF, even for one day, after transition from full-time service. It is done with a GP and covers physical and mental health, lifestyle risks and referrals for ongoing care.

You can ask any GP to provide a Veteran Health Check. The GP uses a Veteran Health Check Assessment Tool, which includes screening for common veteran health issues and guidance on treatment and referral options.

Bring your DVA Veteran Card (if you have one) and any relevant medical or Defence health records. If you do not yet have a DVA card, the assessment can still be funded under Medicare for Veteran Health Checks.

If you are a veteran or war widow(er), there are two main government pathways for home support; DVA programs and My Aged Care.

Veterans’ Home Care (VHC), funded by DVA, provides entry-level home support such as domestic help, personal care, home and garden maintenance and respite, for eligible Gold and White Card holders. To access VHC, contact the VHC Assessment Agency, which conducts a phone-based assessment and arranges a care plan and co-payment details.

My Aged Care is the national entry point for government-subsidised aged care and home support. They can organise an assessment for Support at Home services, home care packages or residential aged care, and provide information on costs and star ratings for providers.

A “veteran-friendly” GP is usually a general practitioner who understands military service, DVA arrangements and common veteran health issues.

You can use the national Healthdirect Service Finder to locate GPs near you, including those who bulk bill. The tool lets you search by location, opening hours and billing type.

To identify veteran-experienced practices, ask whether the clinic regularly sees DVA patients and are familiar with services such as the Veteran Health Check, DVA-funded chronic disease management, Coordinated Veterans’ Care and DVA treatment cards.

You can also ask Open Arms or local ex-service organisations for recommendations of GPs who work closely with the veteran community.

Healthdirect provides an Australian health service directory where you can search for local GPs, filter by bulk billing, telehealth and accessibility, and see clinic details.

If your family members prefer a GP with experience working with Defence and veteran families, they can ask reception staff whether the practice sees a lot of veterans or DVA card patients. You can also seek recommendations via Open Arms or local Defence family networks.

Medicare is Australia’s national health insurance scheme, providing free or subsidised care for services such as GP visits, specialist care and many tests and scans.

If you are not enrolled with Medicare yet, you can enrol online, by form or in person through Services Australia. Once enrolled, you will receive a physical Medicare card and can also access a digital card through the myGov app.

Medicare also links with My Health Record, which keeps a summary of your key health information, and works alongside DVA entitlements if you hold a Veteran Card.

If you have questions about what Medicare covers, how to claim, or how Medicare interacts with your DVA benefits contact Services Australia or DVA directly. The Medicare general enquiries line (13 20 11) operates extended hours.

Free access to professional interpreters ensures you fully understand your entitlements and treatment options.

The Commonwealth Translating and Interpreting Service (TIS National) is available free of charge when contacting key services like DVA or Open Arms. Simply state that you require an interpreter when you call.

Private health insurance can complement Medicare and DVA entitlements, for example by covering some hospital or “extras” services or reducing the Medicare Levy Surcharge for higher-income earners.

To compare policies across all Australian health insurers, the Commonwealth Ombudsman has an independent comparison site. You can search by type of cover, who you want covered and your state, and review standardised information for every available policy.

When choosing a policy, consider how it fits with your existing DVA entitlements and Medicare cover.

For some veterans, DVA support already covers many hospital and treatment costs, so you may wish to focus on services that are not included or on tax and lifetime health cover considerations.

The DVA’s Veteran Support and Services Guide provides further information and guidance on what to consider in selecting private health insurance.

Moneysmart (Australian Securities and Investments Commission) also provides information about health insurance.

If you live with one or more chronic conditions or significant disability, you may be able to access coordinated care through DVA, the National Disability Insurance Scheme (NDIS) and SA Health.

The Coordinated Veterans’ Care (CVC) Program supports eligible Veteran Card holders with chronic conditions and complex care needs through regular care planning between you, your GP and a care coordinator, with the aim of reducing hospitalisations and improving wellbeing.

The Rehabilitation Appliances Program (RAP) can provide aids, equipment and home modifications to minimise the impact of disability, support independence and improve quality of life.

If your disability is permanent and significantly affects your daily life, you may also be eligible for the National Disability Insurance Scheme (NDIS), which provides funding for reasonable and necessary supports and connects people to community and mainstream services.

SA Health provides a range of chronic disease integrated care services for people who have chronic conditions to improve health and wellbeing.

DVA rehabilitation aims to help you build skills and capacity so you can maximise your physical, emotional, social and vocational wellbeing. Rehabilitation may include medical management, physical reconditioning, psychological support, return-to-work planning and social reintegration.

If you have a DVA-accepted condition, you can ask your GP or specialist to refer you for a DVA rehabilitation assessment. A DVA-appointed provider will work with you and your treating team to develop a rehabilitation plan tailored to your goals.

In South Australia, hospital and community-based rehabilitation and integrated care services can also support recovery from injury, illness or surgery, often in partnership with DVA programs where you are eligible.

If you hold a Veteran Card, DVA can fund a range of allied health services where they are clinically needed and appropriately referred. This includes physiotherapy, occupational therapy, podiatry, dietetics, psychology, dental care, optometry and many other allied professions, as well as pharmaceuticals under the Repatriation Pharmaceutical Benefits Scheme (RPBS).

Most allied health services require a referral from your GP or a specialist. Under DVA’s Allied Health Treatment Cycle arrangements, your GP provides a referral that covers up to 12 sessions or 12 months for each allied health profession, with reporting at the end of each cycle to support ongoing care.

If you do not have DVA eligibility, Medicare may subsidise some allied health visits through chronic disease management plans, and you can use Healthdirect to find local providers.

Advance care planning helps you make decisions now about your future health care, and ensure your wishes are known if you are unable to speak for yourself.

In South Australia, an Advance Care Directive is a legal form that allows you to record your values, treatment preferences, and instructions, and appoint one or more substitute decision-makers.

Your GP, specialist or hospital team can discuss advance care planning with you as part of routine health care.

Persistent pain can significantly affect sleep, mood, work and relationships.

In South Australia, SA Health provides hospital-based pain management services and outpatient pain clinics for people with complex or chronic pain. These services offer multidisciplinary assessment, medication review, allied health input and pain education.

Talking to your GP is usually the first step. They can review your pain, adjust medications, develop a management plan and refer you to public pain clinics, private specialists, physiotherapy or psychology as needed.

For veterans with accepted conditions, DVA can fund allied health, medications and aids (such as TENS units or mobility devices), and may incorporate pain management into a rehabilitation plan.

As care needs increase, you may move from staying at home with support, to retirement living, or to residential aged care. DVA and the Department of Health and Aged Care both offer services to help veterans remain independent and navigate these transitions.

DVA in-home programs, including Veterans’ Home Care and Rehabilitation Appliances Program (RAP), can help you stay at home for longer by funding low-level home support, aids, equipment and home modifications.

My Aged Care is the main entry point for government-subsidised home care packages, Support at Home services and residential aged care. They can arrange assessments, explain costs, and help you use tools such as “Find a provider” and Star Ratings to compare services.

A Veterans’ Supplement is also available for aged care providers caring for eligible veterans in home care or residential care, helping them recognise veteran-specific needs.

You may also refer to DVA’s Veteran’s Guide to Living Independently for more information.

Sleep problems are common in the veteran community and can relate to pain, trauma, shift work patterns, mood and physical health conditions.

Your GP is the best starting point. They can screen for insomnia, sleep apnoea, restless legs, nightmares and other issues, adjust medications and refer you for specialist assessment or cognitive behavioural therapy for insomnia (CBT-I).

In South Australia, the Respiratory, Sleep and Ventilatory Service Health Service provides multidisciplinary care for adults with sleep conditions, with clinics at Flinders Medical Centre and Noarlunga GP Plus Super Clinic.

If your sleep difficulties are linked to trauma, anxiety or depression, Open Arms can provide counselling and group programs that address both mental health and sleep.

Hearing loss and tinnitus are common service-related conditions.

If you are a DVA client, most hearing needs can be met through the Hearing Services Program (HSP), supplemented by DVA-funded devices and supports where your hearing loss is service-related.

Eligible veterans can receive at no cost hearing assessments to confirm whether loss is service-related, hearing devices via HSP, assistive listening devices and tinnitus treatment funded by DVA, and ongoing support and maintenance.

Your first step is to see your GP or an audiologist, who can assess your hearing and, if appropriate, register you for the HSP and DVA-funded supports.

DVA provides treatment through Veteran Cards, compensation for service-related injury and illness, income support, rehabilitation, education benefits and a range of supplements. These sit alongside Medicare, Centrelink payments and your superannuation, so it helps to have someone walk you through how they fit together.

The claims assessment process helps veterans and their families access compensation, medical treatment, and support for service-related conditions. The process is designed to be fair and thorough, ensuring your needs are recognised and addressed.

Application steps

• Gather Documentation: Before submitting your claim, collect your service records, medical evidence, and any other supporting information that links your condition or injury to your service.
• Lodge Your Claim: You can submit your claim through DVA’s MyService online portal, by mail, or with help from a trained DVA advocate. Include all relevant documents to ensure the best chance of a smooth assessment.
• Assessment and Review: DVA may require medical assessments or reports from your health providers. They will review all evidence, consult with medical professionals if needed, and keep you informed along the way.
• Receive a Decision: After a detailed review, DVA will notify you of the outcome—whether your claim is accepted, what benefits or support you can access, and any next steps if your claim is not successful. If your claim is denied, you can request a review or lodge an appeal.

Tips for a smoother claims experience

• Be thorough and organised with documentation.
• Respond promptly to requests for more information.
• Seek help from trained advocates or ex-service organisations if you need clarification.

Support contact information

• Ex-service organisations (RSL, Legacy, etc.) provide trained advocates who can help you prepare and lodge your claim at no cost. You can search for a local advocate through the DVA Advocacy Register.
• DVA Claims Assessment Guide, includes step-by-step guides, printable checklists, and fact sheets for common claims.
• Speak with DVA directly at 1800 838 372 (1800 VETERAN) for personalised help.
• Contact Veterans SA for advice and connections to local advocates and services.

DVA incapacity payments are intended to assist veterans and eligible former ADF members who cannot work or can only work limited hours because of a service-related illness or injury. These payments offer income support during your recovery or while adjusting to new work abilities. They replace or supplement your lost income if a condition accepted by DVA affects your ability to work.

Payments are calculated based on the difference between your normal pre-injury earnings and what you are currently able to earn, or if you cannot earn at all, they match your previous income for up to 45 weeks. After 45 weeks, a reduced rate may be applied.

They are taxable and treated as income for tax purposes.

Payments continue until you reach pension age, after which you may be eligible for other support.

Application steps

• Confirm your condition: You must have a condition or illness recognised by DVA as service related.
• Obtain medical certification: your treating doctor must provide evidence (medical certificate) that your illness, injury, or condition prevents you from working.
• Gather supporting evidence: collect payslips, income records, and service documentation.
• Apply for incapacity payments: Submit an application via the DVA MyService online portal. Make sure to include all supporting documentation.
• Assessment: DVA reviews your application, which may involve medical assessments and requests for additional information.
• Payment calculation: Payments will be based on the difference between your usual weekly earnings and your current earning capacity.
• Receive payments: If approved, you’ll get regular income support. You’ll need to provide annual updates and medical certification as required.

If you find the process complex, DVA advocates and ex-service organisations (like RSL, Legacy etc.) can help with forms, evidence, and advocacy support. You can search for a local advocate through the DVA Advocacy Register.

Veterans SA also provides connections to local advocates and services.