Frequently Asked Questions

I would like AVHS to assist me, what do I need to do to start the process?

You can start your journey with AVHS by submitting a contact form via this link ‘Connect with AVHS‘ or by calling us on 1300 766 206.

You will need to provide us with electronic copies of your Defence Medical Records and ADO Service Record, as well as any other records you might have from medical professionals you have seen outside of your defence service. You will also need to complete our online intake forms and consent forms – these will be sent to you once you have spoken to one of our Veteran Support Officers.

You can request a copy of these documents via https://www.defence.gov.au/about/accessing-information/personal-information-requests/personal-information-request-form

Fill in your personal details, with the Purpose of request being “Compensation or legal claims” and selecting all Types of Information that you would like.

Your ADO Service Record is a comprehensive record of your defence service, including a list of your postings, deployments and training courses. AVHS requires this so that we can ensure we are correctly linking your conditions to your service or deployments, as well as it being needed for us to submit claims to DVA on your behalf.

Yes, you will need a valid White Card to access AVHS services. If you do not have one you can apply for one via https://recognition.dva.gov.au/how-veterans-can-apply

All appointments are made by contacting us on 1300 766 206.

We will gather all of the required documents from you BEFORE your appointments are made, you will not need to bring anything with you on the day. AVHS is unable to accept records off you on the day, so please ensure that you provide us with electronic copies of all of your medical documents and reports prior to your appointment.

Your paperwork will now be sent through our internal quality assurance process to ensure that the documents have been completed to our standard. This process can take 2-4 weeks depending on the complexity of your paperwork. You will receive an email from us once your paperwork has been uploaded to DVA confirming that this has been completed successfully. If you have an advocate, they will also receive a copy of this email.

AHVS are unable to provide you with copies of any completed DVA paperwork. If you would like a copy, you will need to request this directly from DVA.

No, AVHS will not tell any other organisations outside of Defence, and your Advocate if you have one, about the claims being submitted on your behalf.

 

Our clinics are open Monday to Friday, excluding public holidays.

AVHS is not currently able to offer general GP services. You will need to find a local general practitioner who will bill under your DVA White or Gold Card to assist with your day-to-day medical needs.

AVHS does not charge veterans for any DVA requested services, these are billed directly to DVA. The only services provided by AVHS that incur an out of pocket fee are CASA and FAA Pilot Medicals.

AVHS has a team of occupational physicians, general practitioners and psychiatrists on the team ready to assist you.

No, due to insurance restrictions AVHS are not able to provide services to Veterans who do not reside in Australia.

AVHS is able to provide most of our services via telehealth for Veterans who are unable to make it to our clinics, so long as you reside in Australia. We also do regular outreach clinics in Townsville, with more locations to follow.

 

You can call us on 1300 766 206 and ask to speak to your Veteran Support Officer, or you can send an email to veteransupport@avhs.com.au

 

You will need to contact DVA directly to get an update on the status of any claims that have already been submitted.

Yes, if you are still serving you can access treatment via your base medical team. If you are no longer serving we can assist you with accessing the DVA Provisional Access to Medical Treatment (PAMT) scheme. This scheme allows you to access treatment for 20 of the most common conditions while DVA are assessing your claims.

Yes, as long as you have a White Card you can access 12 sessions with an AVHS psychologist or mental health social worker.

AVHS can assist with:

  • PAMT Forms
  • Request for Medical Information – including Diagnostic Assessments
  • Permanent Impairment Assessments
  • Household Services forms
  • Special Rate Disability Pension forms
  • Disability Support Pension forms

 

AVHS cannot assist with:

  • Claimant reports
  • Appeals
  • Providing advice on when to put in claims

You can send your DVA paperwork to veteransupport@avhs.com.au where our team will review the documents and contact you to discuss next steps.

You will need to contact DVA and ask for a reassessment. DVA will then generate new Permanent Impairment Assessment paperwork which can be sent on to AVHS for action.

Yes, AHVS is fully insured and credentialed as required by the Medical Board of Australia.

No, this is not true. AVHS are appropriately qualified medical professionals that have many years’ experience with both the ADF Medical System and DVA system.

No, AVHS cannot provide advocacy services, but we can provide expert medical advice to support your claims and Permanent Impairment Assessments.

Yes, AVHS has links with many advocacy organisations.

Yes, AVHS is able to work with your advocate to provide expert medical assessments.

Inform this organisation that you are switching to a different provider. You may need to seek legal advice on how to nullify the contract. Expect resistance from any organisation that stands to lose a significant cut of your compensation.

AVHS will not take any of the DVA compensation payments you receive as a result of our assessments.

Your medical records are your property, AVHS has no ownership of your records.

No, AVHS does not provide advocacy services so we are unable to assist with appeals. If you would like to appeal a DVA determination we would suggest you engage with an advocate who can assist in this area. You can find an advocate via the ATDP Advocacy Register: https://www.advocateregister.org.au/