DVA Client Satisfaction Survey 2019 Results

The Client Satisfaction Survey is a key tool for the Department of Veterans’ Affairs (DVA) to learn more about our clients’ experiences so we can improve the way we serve veterans and their families.

As part of DVA’s ongoing commitment to its transformation program, the Survey has moved to an annual activity, the most recent being in June and July 2019.

Results of the 2019 DVA Client Satisfaction Survey are presented in two key products:

Key Insights. The survey results show 84% of veterans are satisfied with DVA overall, a slight increase on 81% in 2018. While older veterans remain more positive about DVA’s service delivery compared to younger veterans, the satisfaction levels for veterans aged under 45 years has shown continuous improvement since 2016.

2019 Client Satisfaction Survey questions are also available:
2019 Survey Questions (PDF 400 KB)

2018 Client Satisfaction Survey Results


  1. WINSTON PARRY(bill) (3 trips to the RCB 73-74-75 &76..in the critical times! says

    I strongly agree with Tiny!
    I am still fighting for injuries and disease which I incurred in my long service after my active service. I have won most with going to the AAT,However the liars and tricks this DVA CLAIMS try to beat you with are laughable. AGS are just outright animals of the worst degree. I believe these stats are mostly bumped up by widows .I DO WISH TO SAY that other departments in the DVA are excellent! this probably will not be be printed.IT seems that FREE SPEECH is also prohibited on this site as well.

  2. Colin "Tiny" Russell says

    Hmmm!! I must be one of the 16% that are not impressed with “good old DVA” and their handling of cases. In my case for two reasons.
    First of all it took me a couple of years to get my Mum her War Widows Gold Card. Some of the crap that DVA were throwing back at me about my late Dads war service as a grunt, things like he was not in the Army was not Infantry, did not serve overseas etc. It just went on and on. I ended up spending two days in the Archives at the War Memorial in Canberra transcribing history from Dads Battalion diaries. Then and only then did they relent. No saying they were sorry etc. Just a standard response granting Mum her card. The sad part of that whole sorry saga, was all Mum wanted was a set of new teeth.
    Now in my case, yes once again, I had to jump through hoops that appeared to be insurmountable. In spite of medical reports from Dr’s – Specialists – CT – X-Rays – MRIs and three back operations it was originally deemed from some one in the great grey sponge that all the injuries I picked up from 22 yrs in Infantry, a civilian my age could have suffered the same injuries over the same period of time. Its when you read stuff like that from someone who probably has never carried a pack on his or her back or tried to dig a fighting trench with an implement the size of a t-spoon that you feel like taking a long walk off a short pier. However if nothing else was taught to me by my time in the Green Machine it was to “hook in” – I did that. Got my very own Gold Card some time ago. But!!! my fight for recognition of my other injuries goes on still to this day