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.
What does AVHS need from me before my first appointment?
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.
I don’t have a copy of my Defence Medical records or ADO Service Record, how do I access these?
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.
What is my ADO Service Record and why do you need it?
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.
Do I need a White Card to access your services?
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.
How do I book an appointment?
All appointments are made by contacting us on 1300 766 206.
What do I need to bring to my appointment with AVHS?
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.
I just had my Permanent Impairment Assessment with one of your doctors, what happens now?
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.
Can I get a copy of my completed DVA paperwork?
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.
I am still serving, will you inform Defence of the claims being submitted?
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.
What days are AVHS available to discuss my needs?
Our clinics are open Monday to Friday, excluding public holidays.
Does AVHS offer GP services?
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.
How much does AVHS charge?
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.
What sort of medical specialists can I see at AVHS?
AVHS has a team of occupational physicians, general practitioners and psychiatrists on the team ready to assist you.
Can AVHS assist me if I do not live in Australia?
No, due to insurance restrictions AVHS are not able to provide services to Veterans who do not reside in Australia.
Can AVHS assist me if I am unable to come in to one of you clinics?
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.
How do I get an update on the progress of my file?
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
How do I get an update on the status of the claims that have been submitted to DVA?
You will need to contact DVA directly to get an update on the status of any claims that have already been submitted.
Can I get treatment for my physical conditions while they are being assessed?
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.
Can I get treatment for my mental health conditions while they are being assessed?
Yes, as long as you have a White Card you can access 12 sessions with an AVHS psychologist or mental health social worker.
What DVA paperwork can AVHS assist with?
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
What can AVHS not assist with?
AVHS cannot assist with:
- Claimant reports
- Appeals
- Providing advice on when to put in claims
I have paperwork from DVA that I need assistance with, what do I do?
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.
What do I need to do to get my Permanent Impairment reassessed?
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.
Does AVHS have insurance over the advice you provide?
Yes, AHVS is fully insured and credentialed as required by the Medical Board of Australia.
Is it true that only legal representatives can manage DVA claims?
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.
Does AVHS provide advocacy services?
No, AVHS cannot provide advocacy services, but we can provide expert medical advice to support your claims and Permanent Impairment Assessments.
Does AVHS link or engage with Advocates
Yes, AVHS has links with many advocacy organisations.
Can AVHS work with my Advocate?
Yes, AVHS is able to work with your advocate to provide expert medical assessments.
I’ve already engaged another organisation to assist with my claims, but would like AVHS support instead. What should I do?
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.
Does AVHS take a percentage of my compensation?
AVHS will not take any of the DVA compensation payments you receive as a result of our assessments.
Will AVHS make me sign a contact so that you own my Defence Medical Records?
Your medical records are your property, AVHS has no ownership of your records.
Can AVHS assist me with appealing a DVA determination?
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.
