Note: Where available, the PDF/Word icon below is provided to view the complete and fully formatted document
Repatriation Commission, Department of Veterans' Affairs and the National Treatment Monitoring Committee Reports 2000-01
Download PDF
Repatriation Commission
Department of Veterans' Affairs
National Treatment
Monitoring Committee
2000-2001
Repatriation Commission
Department of Veterans' Affairs
National Treatment Monitoring Committee
Cover: The 2000-01 Annual Report includes images from the tele vision
series Australians at War. The cover shows images from a century of se1vice by Australians in wars and conflicts from World War I to East Timor.
Photos courtesy of the Australian War Memorial and the Australian
Defence Force.
ISBN 0 642 450331
© Commonwealth of Australia [200 1]
This work is copyright. Apart from any use as permitted under the Copyrigbt
Act 1968, no part may be reproduced by any process without prior written permission from the Commonwealth available from Auslnfo. Requests and inquiries concerning reproduction and rights should be addressed to the
Manager, Legislative Se1v ices, Auslnfo, GPO Box 1920, Ca nberra ACT 2601.
Typeset by The Couch Design Studio for the Department of Veterans' Affa irs.
ii
REPATRIATION COMMISSION
11 October 2001
The Han Bruce Scott MP Minister for Veterans ' Affairs Parliament House CANBERRA ACT 2600
P RESIDENT
DEPUTY P RESIDE NT C OMM I SSIONER
TELEPHONE (02) 6289 6 7 3 6 TE LEPHONE (02) 6289 6744 TELEPHON E (02 ) 6289 6733
F ACSI MILE ( 0 2 ) 6289 6257
The Repatriation Commission submits its report for the year ended 30 June 2001 , as required under section 215 of the Veterans' Entitlements Act 1986.
The National Treatment Monitoring Committee also submits its report fo r the same year, as required under paragraph 16 of the Repatriation Private Principles determined under section 90 of the Veterans ' Entitlements Act 1986. This provides that the Committee shall report to the Repatriation Commission, at least annually, and that the Commission shall furnish the report to the Minister within seven days of receipt, for presentation to each
House of Parliament.
IAN CAMPBELL DEPUTY PRESIDENT
NEIL JOHNSTON PRESIDENT
PO B OX 21 WODEN ACT 2606
COMMISSIONER
iii
II October 2001
The Hon Bruce Scott MP Minister for Veterans' Affairs Parliament House CANBERRA ACT 2600
CO!ttMOSI\'E,U,TH DEPARTMENT OF
VETERANS' AFFAIRS
OFFICE OF THE SECRETARY
In accordance with sub-section 63(1) of the Public Service Act 1999, I submit the Department of Veterans' Affairs annual report for the year ended 30 June 200 1. The report has been prepared in accordance with the requirements referred to in sub section 63(2) of the Public Service Act 1999 and in sub-section 57(7) of the Financial
Management and Accountability Act 1997.
The report contains material on the operation of the Defence Service Homes Scheme, submitted under section SOB of the Defence Service Homes Act 1918, and also on the operation of the Office of Australian War Graves, submitted under section 13( 1) of the War Graves Act 1980.
Sub-section 63(1) of the Public Service Act 1999 requires that the report be furnished to you as soon as practicable after 30 June. In accordance with sub-section 63(2) of the Act, the guidelines approved on behalf of the Parliamentary Joint Committee of Public Accounts and Audit require you to cause a copy of the report to be laid before
each House of the Parliament on or before 3 I October each year.
SECRETARY
LO VETT T OWER 13 K EL TIE STREET PHILLIP ACT 2606
PO Box 21 WODEN ACT 2606 AUSTRALIA
THEIR SERVICE - O UR HERiTAGE
TELEPHONE (02) 6289 6736 fACS IM ILE (02) 6289 6257 INTERNET www.dva.gov.au
v
CONTENTS
President/Secretary's Review ix
The Veterans' Affairs Portfolio
Annual Report of the Repatriation Commission 7
Annual Report of the Department of Veterans' Affairs 19
User's guide 20
Depart mental Overview 21
Outcome 1 - Compen sa tion 39
Outcome 2- Health 65
Outcome 3 -Commemorations 91
Outcome 4 - Service Deli very 103
Outcome 5 - Defence Force Se rvi ces 11 3
Sup port Serv ices 121
Our Performance 139
Our Peop le 179
Social Justice and Eq uity 187
Interna l and Extern al Scrutiny 197
Purchas ing and Assets Management 215
Annual Report of the National Treatment Monitoring Committee 221
Appendices 247
Appendix A- Statistica l information 248
Appendix B - Staffing overview 257
Appendix C - Freedom of Information Act Section 8 Statement 263
Appendix D - Eng agement of exte rna l consu ltants 289
Appendix E- Advertising and market rese arch 294
Append ix F - Major Media releases and pub lications 295
Appendix G - Discretionary grants 301
Appendix H - Com monwealth Disab il ity Strategy 303
Appendix I - Department of Veterans' Affairs Fi nancial Statements 2000-2001 318
Append ix J- Defence Service Homes Insurance Schem e 360
Fina nc ia l Statements 2000-2001
Glossary 376
Index 381
vii
PRESIDENT/SECRETARY'S REVIEW 2000-01 has been a challenging year for the Repatriation
Commission and the Department of Veterans' Affairs , w ith the
implementation of a range of initiatives across the portfolio.
There were significant changes to entitlements legislation in
the income support and compensation areas, flo wing from
the Mohr review of entitlements for veterans who served in
South-East Asia between 1955-75 . The Department also
successfully implemented ini tiatives announced in the
2001-02 Budget, including an ex gratia payment of $25 000 to former prisoners of war
held by Japan, or their survi ving widows/ w idowers, and the one-off $300 payment to
older Australians, w hich was made to some 348 000 members of the veteran
community. I am pleased to note that the Department worked within an extremely
tight time-frame to draft legislation and establish the necessary system changes to
implement these payments before 30 June 2001.
The delivery of health services during the year was marked by a number of major
developments. The Veterans' Home Care program, anno unced in the 2000-01 Budget,
commenced o perations in JanuaJy 2001, providing a range of new services to help
veterans and war widows/ widowers to live independently at home. Veterans' Home
Ca re has been marked not only by the strong partnership between DVA, assessment
agencies and service providers, but also the innovative use of web enabled
information technology to administer the program - a model for similar systems
developments in the Department in the future . All initiatives announced in May 2000
in response to the findings of the Vietnam Veterans' Health Study were implemented
or progressed by May 2001. The Department has worked closely with the Vietnam
veteran community in the implementation of these measures and this relationship is
continuing, with a particular focus on the issue of suicide prevention. The introduction
of veteran partnering arrangeme nts with private hospitals has continued , with the
veteran partner network expanding to include contracted hospitals in New South
Wa les, the Australian Capital Territory and country Queensland.
The emergence of e-business as a priority for future business process management
is impacting across the Department's operations. The development of an Online Action
Plan was a significant task in 2000-01 , as was further development of a number of
in-h ouse systems, including for electronic file management. As the veteran community
ages, telephone service delivery has also become increasingly important. In November
2000, DVA implemented new call number arrangements, providing much simpler
access to the Department.
P R ES I D EN T / SECR E TAR Y' S RE V I E W I---------------
ix
The broadening role of DVA as a provider of services to the defence force community
is an important focus that points the way to the Department's future as part of the
w id er Defence portfolio. The DVA-Defence Links Project continues to strengthen the
business relati onship berween the two departments. During the year, DVA successfully
bedded down its administration of the Military Compensation and Rehabilitation
Se rvice, providing current and former members o f the Australian Defence Force with
access to MC RS services through DVA's nationw ide nerwork of offices and agencies.
OVA has now implemented the Transition Ma nagement Service to assist and support
ADF members facing an invalidity discharge. Joint approaches in the areas of business
travel, bankin g and purchase cards, optical services, records management and
commemorative activi ties have the potential to deliver benefits for DVA and th e
Department of Defence, fl owing through to the benefit of the veteran and defence
fo rce communities.
The Department of Veterans' Affairs is engaged in an expanding range of health
re lated studies, su ch as the Vietnam Ve terans' Health Study. Work has progressed on
the Korean War Veterans Mortality Study and DVA is now undertaking a separate stu dy
in to the incidence of cancer in Korean War veterans, with both reports expected in
mid-2002. A repeat mortality study of Vietnam veterans will commence in 2001-02 in
li ne w ith the recommendations of the 1997 Vietnam Veterans Mortality Study. As part
of the joint strategy w ith Defence on operational health the Department has begun the
Gul f Wa r Veterans Health Study, w ith the recruitment phase due to be completed by
September 2001. Through the Links Project, DVA is also providing its expert services
to Defence, undertaking a health study of RAAF and civilian p ersonnel involved in the
desealing and resealing of F- 111 fuel tanks, as well as a cancer and mortali ty study of
participants in the British atomic testing program at Monte Bello , Maralinga and Emu
Field in the 1950s and 1960s.
During 2000- 01 , unique opportunities were presented for commemorating the
achievements of veterans and their contribution to Australia 's cultural heritage.
A number of veterans and war widows were invited to accompany the Minister to
the 2000 Olympic and Paralympic Games, with a positive community response. The
Cente nary of Federation televisio n series Australians at War was an unprecedented
achievement for the Commission and DVA , airing in 200 1 to w ide critical acclaim.
Ma jor commemorative missions were also undertaken to mark the 50th anniversary
of the Korean War and the 60th anniversary of the Battle of Greece and Crete,
resulting in significant media coverage and increased awareness of these events in
our wartime history.
The Department has improved its financial position during th e year through a range
of measures. An output pricing review conducted with the Department of Finance
and Administration established that DVA provided services at a reasonable cost and
attracted a high level of client satisfaction. The review resulted in a new funding
IS E C RET A R Y' S R E VIEW
X
agreement in the 2001-02 Budget that provides for resource variation in line w ith
changes in DVA's veteran treatment population. While this agreement provides some
certainty for future funding, DVA w ill face challenges in coming years as the veteran
population continues to decrease. The financial statements for the year 2000-01 are
contained in this annual re port and, I am pleased to say, have received an unqualified
audit report.
In late 2000, DVA commissioned an independent Staff Attitude Survey. The results
were generally favourable, indicating a strong staff commitment to the Depanment.
Across a number of measures, DVA p erformed well compared to other government
agencies and o rganisations fa cing change. However, the survey also indicated areas
where staff felt that furthe r work was necessary and strategies fo r improvements are
being developed.
200 1 marke d the Centenary of the Australian Public Service and I would like to
congratulate the staff of the Depanment of Veterans' Affairs fo r their efforts in support
of the veteran and Defe nce Force communities. This is also the International Year of
the Vo lunteer and I would like to express my appreciation to the many ex-service
o rganisatio n volunteers who assist DVA in its work.
Finally, I would like to thank my fellow Commissione rs, Mr Ian Campbell and Major
General Paul Stevens, fo r their achievements during th e year in funhering the work
of the Repatriation Commission.
NEIL JOHNSTON
President, Repatriation Commission
Secretary, Department of Veterans' Affairs
PRESIDENT/SECRETARY'S REVIEW xi
Veterans'
Affairs
Portfolio
Men of the 11th Battal ion and
1st Field Company, Australian
Eng inee rs , on board HMS London
on 24 April 1915, t he day before
the Anzac land ings at Gal lipoli .
(AWM A02468)
The Vetera ns'
Affairs Portfo l io
THE VETERANS' AFFAIRS PORTFOLIO The Ve terans' Affairs portfolio is made up of a number of agencies responsible
for ca rrying out government policy and imp lementing programs to fulfil Australia 's
obligations to war veterans, members of the Australian Defence Force and their
dependants.
Portfolio Agencies
Re patriation Conunission
The Commissio n is responsible under the Veterans ' Entitlements Act 1986 for the
granting of pensions, allowances and other benefits, providing treatment and other
services, providing advice to the Minister on matters relating to the Act's operation
and, subject to the Minister's control, genera lly administering the Act.
Department of Veterans' Affairs (DVA)
DVA provides administrative support to the Repatriation Commission in discharging
its responsibilities to veterans and other entitled people. The Department administers
the Their Service- Our Heritage commemorations program and the Defence Service
Homes Act 19 18 , under which subsidised loans for housing and h o usin g-re lated
benefits are provided to eligible veterans. Since December 1999, DVA has also been
responsible for administering the Military Compensation and Rehabilitation Service ,
which provides be nefits to members of the Australian Defence Force under the
Safety, Compensation and Rehabilitation Act 1988.
Office of Australian War Graves (OAWG)
The OAWG ind ividuall y commemorates the sacrifice of those Austra lian men and
women who gave their lives during, or as a result of, their service to Australia and
maintains those commemorations in perpetuity. The Director is a statutmy office
holde r responsible to the Secretary of the Department of Veterans' Affairs.
Veterans' Children Education Boards (VCEB)
The boards are responsible to the Repatriation Commission for matters concerning the
Ve terans' Children Ed uca tion Scheme in each State.
Veterans' Review Board (VRB)
The VRB is an independent statutory body w hose ro le is to resolve appeals by
those veterans and their d ependants who are dissatisfied with Repatriation Commission
decisions on their disabi li ty pension o r attendant allowance entitlements. The VRB
is the second level of the repatriation determinin g system introdu ced in 1985. Under
the system, de legates of the Repatriation Commission (determining officers of the
Department of Veterans' Affairs) make an initial determination w hich can be appealed
OF VETERANS' AF F A IR S
2
T he Vete ran s'
Affairs Portfolio
to the VRB. If not satisfied with a VRB decision, a veteran or dependant can appeal
further to the Administrati ve Appeals Tribunal.
Australian War Memorial (AWM)
The AWM is responsible for honouring Au stralia's war dead and for preserving the
nati on's military history and heritage . The Director is directly responsible to the
Council of the Au stralian War Memorial, which is in turn responsible to the Minister
for Veterans' Affairs.
Repatriation Medical Authority (RMA)
The RMA is an independent statutmy body whose role is to determine statements
of principles (SOPs) in relatio n to medical o r scientific evid ence connecting injuries,
diseases or death with the circ*mstances of a particular veteran's servic e.
Specialist Medical Review Council (SMRC)
The SMRC is an independent statutory body whose role is to review the contents
of a statement of principles and to review decisio ns by the RMA not to issue an SOP.
Portfolio legislation
Anzac Day Act 1995
Australian War Memorial Act 1980
Defence Act 1903 , in re lation to paragraph 124(1)(qba)
Defence (Re-establishment) Act 1965, Parts IV and VI and section 59 (in respect of powers and functions under Parts IV and VI)
Defence Service Homes Act 1918
Papua New Guinea (Members of the Forces Benefits) Act 1957
Re-establishment and Employment Act 1945, Part I; section 43 and secti on 44 in
rel atio n to section 43; Division 4 of Part II ; Part V; Division 1 of Part XI insofar as
it extends to the foregoing; and Part XII insofar as it applies or may be applied in
relation to the foregoing.
Repatriation Institutions (Transfer) Act 1992
Safety, Compensation and Rehabilitation Act 1988
Veterans' Entitlements Act 1986
Veterans ' Entitlements (Rewrite) Transition Act 1991
Veterans' Entitlements (Transitional Provisions and Consequential
Amendments) Act 1986
War Graves Act 1980
War Precautions Act Repeal Act 1920
D EPARTM EN T OF VET E RANS' AFFAIRS f---------------
3
The Vete ran s'
Affairs Portfolio
Annual Reports
This book contains five annual reports:
⢠the Repatriation Commission annual report (submitted under section 215 of the
Veterans ' Entitlements Act 1986);
⢠the Department of Veterans' Affairs annual report;
⢠th e annual report on the Defence Service Homes (DSH) Scheme (submitted
under section SOB of the Defence Service Homes Act 19 18). This information can
be fo und under Output 1.4 of the DVA annual report on p age 61 and in the
Our Performance chapter on page 152. Before 1989-90, annual reports on the
DSH scheme were prepared by the former DSH Corporation and were published
separately;
⢠the annual report of the Office of Australian War Graves, submitted under
sectio n 13(1) of the War Graves Act 1980. This information can be found under
Output 3.2 of the DVA annual report on page 99 and in the Our Perfonnance
chapter on page 164. Prior to 1994-95, the OAWG published its own annual report
to Parliament; and
⢠the annual report of the Na tional Treatment Monitoring Committee (NATMOC) ,
submitted under paragraph 16 of the Repatriation Private Patient Principles
determined under section 90A of the Veterans ' Entitlements Act 1986. The NATMOC
annual report can be found at page 219. Prior to 1996-97, NATMOC published a
separate annual report.
This book does not include the annual reports of:
⢠the Veterans' Review Board;
⢠the Australian War Memorial;
⢠th e Repatriation Medical Authority; or
⢠the Specialist Medical Review Council.
These agencie s submit separate annual repo rts to the Minister for Veterans' Affairs.
OF VETERANS' AFFAIRS
4
Further Information
The Vet erans '
Affairs Portfolio
Informatio n about the Repatriation Commission can be obtained by contacting
th e Secretary to the Repatriati on Commission, PO Box 21, Woden, ACT 2606,
(02) 6289 4873.
Enquiries and comments about this report and further information about the
Department may be directed to the Branch Head Parliamentary and Corporate Affairs,
(02) 6289 6418.
Information about media releases may be obtained from the Media and
Communication Section, (02) 6289 6578, fa x (02) 6289 6025. Information about
publicatio ns is available from the Publications and Forms Unit, (02) 6289 6543,
fa x (0 2) 6289 6025 .
Enquiries and comments about the Office of Australian War Graves should be directed
to the administrative officer, (02) 6289 65 27 , fax (02) 6289 4861.
The postal address for all enquiries is PO Box 21, Woden, ACT 2606.
Information o n Veterans' Affairs is als o available on the Internet at www.dva.gov.au
The 2000--01 Annual Reports of the Repatriation Commissio n , the Department of
Veterans' Affairs and the National Treatment Monitoring Committee are available online
at www.dva.gov .au/ m edia/aboutus/annualO I/Ann rptO I .htm
DEP AR TMENT O F V ETERAN S' A FF A IRS r-.--------------
5
2000 Repatriation
Commission
Private Vernon Howard, an
Australian escapee from the
fall of Crete in May 1941,
is welcomed home by his fami ly
after his arrival in Australia
in June 1943.
(AWM 1391 78)
Ann ual Report
FUNCTIONS, POWERS AND STRUCTURE OF THE REPATRIATION COMMISSION
The Repatriation Commission was established on 1 July 1920 by proclamation of
the Australia n Soldiers' Repatriation Act 1920. When this Act and several other
related Acts were replaced in 1986 by the Veterans ' Entitlements Act 1986 (VEA),
the Commission was retained.
Under sectio n 180 of the VEA, the functions of the Commission are:
⢠to grant pensions and other benefits and provide treatment for vete rans, their
dependants and other eligible p ersons;
⢠to advise the Minister on the operation of the VEA; and
⢠generally to administer the VEA , subject to the control of the Minister.
The VEA also gives the Commission the power to take necessary actions in connection
with the performance of its functions, duties and powers (sectio n 181). The
responsible Minister unde r the VEA is the Minister for Veterans' Affairs. The Mini ste r
does not have any powers to direct the Commission beyond the power to approve
various actions of the Commissio n. These powers are detailed under the Freedom of
Information statement at Appendix C.
The Commission currently provides services to more than half a million veterans
and members of the Australian Defence Force, their partners , widows/ w id owers and
children.
The Commission has three full -time members appointed by the Governor-General:
⢠the President, Dr Neil Johnston , w ho is also Secretary of the Department of
Veterans' Affairs. Dr Johnsto n was appointed on 11 March 1996 and in March 200 1
was re-appointed fo r a further term to 10 March 2004;
⢠th e Deputy President, Mr Ian Campbell, who was appointed for a three-year term
fr om 1 January 2000; and
⢠the Services m ember (generally known as the Re patriation Commissioner), Major
General Paul Stevens AO . The third member of the Commission is chosen from
names submitted to the Minister by ex-service organisations. Major General Steve ns
was appointed o n 25 August 1997 and was re-appointed fo r a further two yea rs on
25 August 2000.
The Commission has no staff of its own. Under section 196 of the VEA , staff necessa1y
to assist the Commission are made available for the purpose by the Secreta1y of the
Department of Veterans' Affairs.
REPATRIATION C OMMISSION
8
Administration of the VEA
Annua l Report
The Commission is vested with broad powers to enable it to carry out its functions ,
duties and powers under the VEA. It also has specific powers to enter into contracts,
deal with real or personal property, undertake building works and engage persons to
perform services.
In relation to claims for pensions, benefits and treatment under the YEA, the
Commissio n is the decision-maker. The Commission has responsibility for deciding and
reviewing individuals' entitlements to pensions, benefits and treatment in accordance
wi th the YEA. Although the Commission has no staff of its own, it is able (by sub
section 213(1) of the YEA) to delegate its powers to staff of the Australian Public
Service. In practice, these delegates are staff of the Department of Veterans' Affairs.
Contact
Further informatio n about the Commission ca n be obtained by contacting the Secretary
to the Repatriatio n Commission, PO Box 21 , Woden, ACT 2606, (02) 6289 4873.
Services to Veterans
Compensation and Support
Disability Compensation
The intake of primary compensation claims during 2000-01 was 55 124, an increase
of about one p er cent over the previous year. This increase was partly clue to the
extension of entitl ements foll owing the Review of Service Entitlement Anomalies in
Respect of South-East Asian Service 1955- 75 (the Mohr Review), which took effect
from 1 January 2001. The number of claims finalised during the year was 55 071,
marginall y up on last year's figure of 54 884.
The average time taken to process primary compensation claims declined slightly to
60 clays, well w ithin the target of 75 clays . The average age of outstanding cases was
71 days at 30 June 2001, also inside the 75-day target.
Income Support
The new claim intake rose by 62 per cent from 14 509 cases in 1999-2000 to 23 553
in 2000-01. This increase can be attributed to a number of factors includ ing the
introduction of the New Tax System on 1 July 2000 and an extension of qualifying
service eligibility arising from the Mo hr Review.
The number of cases processed during the year increased in line with th e variation in
intake whilst the number of cases outstanding at the end of the year rose slightly from
1 378 last year to 1 591 this year.
THE REPATRIATION COMMISSION f---------------
9
Annua l Report
The average time to process a new claim rose by 13 per cent from 30 days last year to
34 days this year. This increase can be attributed to the large increase in intake. Trends
toward s the end of the year indicate a return to 2000-01 levels , when processing times
consiste ntly averaged around the 30 day m ark.
Po licy and o p eratio nal initiatives
The year saw heavy demand on Compensation resources from a number of key
initiatives. These included the policy and operational changes arising from the
Mohr Re view and measures announced in the 2001- 02 Federal Budget, such as the
payment of compensation to forme r prisoners of war of Japan , a o ne-off payment of
S300 to older Australians, an increase in the income test limits for the Commonwealth
Seni o rs Health Card (CSHC) and an extension of telephone allowa nce eligibility to
CSHC holde rs .
The Commissio n was pleased to note that legislation to implement the payments to
fo rmer prison e rs of war was drafted within a very tight time-fram e and most eligible
persons received their one-off payment by 30 June 200 1. It is expected that a furthe r
18 000 persons may become eligible for a CSHC. The two CS HC initiatives take effect
from 1 September 2001.
Health
Prior f"rnancial authorisation
The Commission has continued its commitment to the removal, where possible, of
prio r financial autho ri sation for the provision of services such as hospita l treatment
and allied health services. The reduction of prior approval has the potential to deliver
long-term be n efits to veterans, providers and the repatriation system. Entitled members
of the veteran community have a wider choice of care and are able to receive suitable
treatment mo re quickly. The administration of such services is also streamlined ,
re p lacing up-front approval with checks and balances to ensure veterans receive
quality care .
The first phase of this initiative began in 1999, with the reduction of prior financial
autho ri sation for six allied health services. On 1 July 2001 it will extend to dietitians'
services, and p sychology services w ill follow o n 1 October 2001.
The second phase of the reduction of financial authorisati on project involves the
refin ement of contractual arrangements with all allied health providers. This will
begin in Jul y 2001 fo r psycho logists, dietitians, optometrists and optical dispensers
and will extend to other groups during 2001-02.
REPATRIATION COMMISSION
10
Veteran partnering
Annual Report
During 1999-2000, the Commission introduced veteran partnering arrangements with
contracted private hospitals. Veteran partner status allows doctors to admit entitled
patients fo r care without prior approval. In 2000-01, veteran partner contracts were
fina lised w ith private hospitals in New South Wales, the Australian Capital Territory
and non-metropoli tan Queensland. Veteran partnering has generally been well
received, providing veterans and war widows/ widowers w ith a wider choice of
services from hospitals that have demonstrated a commitment to meeting the specific
needs for the veteran community.
Veterans' Home Care
During the year, the Commission devoted significant effort to overseeing the
implementation of the Veterans' Home Care program. Veterans' Home Ca re extends
the range of services provided by DVA to include services designed to help veterans
and war widows/ widowers remain independent in their own homes for longer.
The program commenced in January 2001. In the six months up to 30 June 2001,
19 912 veterans and war widows/ widowers were assessed and more than $14 million
was paid for Veterans' Home Care services to veterans and war widows/ widowers.
Veterans' Home Care provides a new model of community care, building on future
directions agreed for community service provision through the Home and Community
Care program, including independence of assessment and setv ice provision, targeting
based o n assessed ca re need and national accountability, quality assurance and
consumer feedback frameworks.
This program has also pioneered the applicatio n of e-commerce in the aged and
community care sector. The Veterans' Home Care IT system enables assessment
agencies and service providers to use the DVA website to administer assessments,
setvice approvals and claims for payment.
Mental health policy statement
In February 2001, the Minister for Veterans' Affairs released a new Commission
Mental Health Policy Statement, Towards Better Mental Health for the Veteran
Community. The statement sets out a strategy for mental health care, w hich enables
the veteran community to access integrated services with a focus on prevention
and early intetvention, including treatment, rehabilitation and maintenance of good
mental health.
The strategy also aims to shift the mental health care focus from specific conditions,
such as posttraumatic stress disorder, to a broader view of mental health needs. This
includes developing strategies to address problems related to alcohol and substance
abuse, mental health care for frail aged veterans and improved access to mental health
care for those li ving in rural and remote areas.
T HE REPATR IA T IO N CO M MISS I ON
11
Annual Report
The policy was widely distributed and has been favourably received by the veteran
community and mental health providers. Implementation of the policy initiatives has
begun wi th the development of an action plan and this will be progressed in
consultation w ith the veteran community and other stakeholders.
Vietn am vete ran s' health initiatives
Du ring the year, the Commission oversaw the implementation of the series of
initiatives announced in the 2000-01 Federal Budget in response to the findings of the
Vietnam Veterans' Health Study. These initiatives included the expansion of Vietnam
Veterans Counselling Service (VVCS) programs, extended access to the VVCS for the
adult children and former partners of Vietnam veterans and the establishment of the
Long Tan Bursary.
The Commission and the Department also worked closely with the Department of
Health and Aged Ca re (DHAC) in the establishment of DHAC's Vietnam Veterans'
Children Support Program, designed to assist Vietnam veterans' children with spina
bifida manifesta and cleft lip/ palate.
Australian Centre for Posttraumatic Mental Health
As part of its response to the validated findings of the Vietnam Veterans' Health
Study, the Federal Government funded the broadening of the role of the National
Ce ntre for War-related Posttraumati c Stress Disorder to include the full fi elds of veteran
and military mental health. The centre commenced progressively implementing its
new role in July 2000, and during the year was incorporated as the Australian Centre
for Posttraumatic Mental Health. The Repatriation Commissioner was appointed to
chair the board of the expanded centre, which operates as a partnership between
th e Department of Veterans' Affairs , the Australian Defence Force and the University
o f Melbourne.
Commemoration
Commemoration is traditionall y the third fundamental element of repatri ati on in
Australia. The Repatriation Commission strongly supports initiatives through the
Their Service - Our Heritage program to encourage communities to actively
commemorate the service and sacrifice of Australians in time of war.
In April 2001 , the Repatriati on Commissioner accompanied the Minister for
Veterans' Affairs and a party of 32 veterans and war widows to the Republic of Korea,
for ceremonies to mark the 50th anniversary of the Korean War. The Korea 2001
mission included joint commemorations with the Republic of Korea and Australia 's
Commonwealth allies during the war, as well as a joint ceremony with ew Zealand
marking the 50th anniversary of the Battle of Kapyong.
REPATR IA TION COMMISSION
12
A n nual Report
In Ma y, the Commissio n President and the Commissioner accompanied the Minister
and a mission pai·ty of 22 veterans and war widows for commemorations to mark the
60 th anniversa ry of the Battle of Greece and Crete. The mission culminated in the
dedicatio n of the Australian Hellenic Memo ria l at Rethymno, Crete, honouring the
Australian and Greek forces and the p eople o f Crete w ho fou ght together in the face
of the German invasio n in April-May 1941.
Health Resea rc h
Research into the impact of wartime and defence service on the health of the veteran
community is a key tool for the Commission in meeting the health needs of veterans
and their families. The Commission is closely involved in the conduct of a number of
DVA stu dies in to the health of different sectio ns of the veteran community. Through
the Defence and DVA Links Project (see p.15), there is also an increasing fo cus on
health issues affecting personnel both during and after their service w ith the Australian
Defence Force. This w ill greatly assist in the earlier ide ntification of problems
associated with service in the ADF and in the long-term reduction of costs of
compensation fo r service-related illness and injury.
Vietnam Veterans' Health Study
During 2000-01, the Vietnam Veterans' Health Study was formall y completed, with
the release of supplementary reports fr om the Australian Institute of Health and
Welfare (AIHW). The reports were :
⢠Supplementary Re po rt 1, regarding further analysis of the study's findings on
suicide in veterans' children, released in September 2000;
⢠Supplementary Report 2, regarding the incidence of adrenal gland cancer,
leukaemia and non-Hodgkins lymphoma in Vietnam vetera ns and their children ,
released in December 2000; and
⢠Su p pl e mentary Re port 3, regarding the incidence of motor neurone disease and
multiple sclerosis in Vietnam veterans, released in May 2001.
Supplementary Report 2 indicated that the incidence of adrenal gland cancer and
acute m yeloid leukaemia was higher among the children of Vietnam veterans
compared to the wider community. As a result, access to the Vietnam Ve terans'
Children Support Program was extended to include children w ith these conditions.
In May 2001 , the AIHW advised of an error in its calculations of the incidence of
these conditions. The Institute subsequently issued corrected informati on, which
indicated that the prevalence of adrenal gland cancer and acute myeloid leukaemia in
the children of Vietnam veterans, while higher than normal and suggesti ve of
increased risk, is not raised to a statisti cally significant extent.
THE REPATRIA TI ON COMMI S SION f---------------
13
Ann ual Report
The Minister announced that assistance to Vietnam veterans' children with these
conditions would be maintained. The Commission and DVA obtai ned assurances from
the AIHW that the other results of the Vietnam Veterans' Health Study, including the
va lidated find ings, had been independently verified before publication.
Supplementary Report 3, the Institute's report on the incidence of multiple sclerosis
and motor neurone disease in Vietnam vete rans, was released in May 2001. The report
found no significant difference between the incidence of these conditions in Vietnam
veterans and the general community.
In May 2001, the Minister also announced that a repeat study of mortality in the
Vietnam veteran population would commence in 2001- 02 . This is in line with the
recommendation of the first mortality study, released in 1997, that a repeat study be
undertaken after 2000, to ensure that mortality rates in Vietnam veterans continued
to be monitored.
Korean War Veteran s Mortality Study
Work continued through the year on the Korean War Veterans Mortali ty Study, data
matching the nominal roll against the DVA Client Database, the National Death
Index database and the Austra lian Electoral Roll. Manual examination of some 2000
unmatched records is being carried out to further increase the accuracy of the study.
In May 200 1, the Minister announced a separate study would be conducted into the
incidence of cancer in the Korean War veteran community. The cancer incidence
study was requ ested by the veterans' consultative forum overseeing the mortality
study. The study involves matching the nominal roll against cancer registries in all
States and Te rritories.
Reports from both studies are expected to be completed by mid-2002.
Gulf War Veterans Health Study
The Gulf War Veterans Health Study is being undertaken as part of a joint strategy
with the Department of Defence to address health issues fac ing ADF personnel
deployed overseas. Following completion of a nominal roll in 1999-2000, DVA
commenced the recruiting phase in September 2000, inviting Gulf War veterans to
participate in medical examinati ons for the study. The findings will be compared to a
group of current and former ADF personnel, of similar age and gender profiles, who
did not serve in the Persian Gulf. The recruiting phase was clue to end by September
2001, with the medical examinations expected to be completed by late 200 1.
F-111 Health Study
As a result of the Defence and DVA Links Project, DVA is engaged in two significant
studies as a provider of expert services to th e Department of Defence. DVA was
commissioned during the year to undertake a health study of RAAF and civilian
T H E R E P A T R I A T I 0 N C 0 M M I S S I 0 N
14
Annual Report
personnel involved in deseal!reseal programs for F-111 fuel tanks at RAAF Amberley,
to determine the range and extent of possible health effects. The study complements
the work of an RAAF Board of Inquiry into F-111 fuel tank maintenance programs.
The Department has established a Scientific Advisory Committee and a consultative
forum representing service and ex-service personnel, civilian contractors, the RAAF
and the Department of Defence. The study will be unde rtaken by an independent
organisation, w ith medical examinations expected to commence early in 2002.
Findi ngs from the study are expected in 2003.
Atomic Te st Participan ts Cancer and Mortality Study
DVA is also undertaking for the Department of Defence a study of cancer and
mortality rates in Australian participants in the British atomic testing programs at Monte
Bello, Maralinga and Emu Field in the 1950s and 1960s. A nominal roll was completed
in June 2001 and this w ill form the basis of a cancer incidence and mortality study of
the participants. The study w ill involve data-matching details on the nominal roll
against natio nal cancer and death indexes.
Defence Links
The Commission maintains a close interest in the progress of the Defence and DVA
Links project, which is working to improve services to the veteran and defence force
communities by ide ntifying commo n business interests and making better use of
departmental resources. The Deputy President and the Repatriation Commissioner are
members of the Links Review Board, which oversees the conduct of the project.
During the year the Department completed its integration of the Military Compensation
and Rehabilitation Service (MCRS) into the DVA administration. All MCRS offices
around the countiY are now co-located with DVA offices and veterans also have
access to the service through the Department's Veterans' Affairs Network offices
and contracted agencies. DVA is now administering a new Transition Management
Service to support and assist members of the Australian Defence Force who face an
inva lidity discharge.
In June 2001 , DVA and Defence finalised a joint contract with the Mater Private
Hospital in Townsville, which gives Townsville's large ADF population streamlined
access to hospital care , while covering the veteran community under the same
arrangements as the veteran partnering contracts introduced by the Commission in
other country Queensland hospitals. During the year, the Commission also endorsed
DVA's involvement in a joint tender with Defence for the supply of optical services to
members of the Defence Force and veteran communities.
The proposed transfer of personal and health records of ex-serving ADF members to
the Department of Veterans' Affairs has the potential to improve the quality and
time liness of service that the Commission provides to the ex-service community and
T HE REPATRIATION COMMISSION r --------------
15
Annual Report
the Commissioners w ill fo ll ow this project w ith inte rest. Projects leading to efficiencies
in the provis ion of internal services also have the po te ntial to free departmental
resources which may then be used to improve the quality of services veterans receive.
Commission activity
In 2000- 01 , the Repatria ti o n Commission held 38 forma l meetings, at which 53
s ubmissions were considered. It also considered othe r submissio ns "out-of-session".
Matters before the Commissio n for decision included:
⢠Veterans' Home Ca re p rogram - implementation issues
⢠Community Nursing - management of exceptional cases
⢠Optical Supplies - improvements to the program
⢠Electric wheelchairs and scoote rs - provision of to the veteran community
in Victoria
⢠Veterans' Vocational Rehabilitatio n Scheme - Memorandum of Understanding
⢠Australian Centre for Posttraumatic Mental Health - incorporation
⢠Full Federal Court decision in Keeley - consideratio n o f new guidelines
⢠DVA Mental Health Policy Statement - development
⢠Vietnam veterans - availability of counselling and psychiatric assessment services
to adult children
⢠Long Tan Bursaries fo r children of Vietnam veterans
⢠Vietnam Veterans' Children Support Program - guidelines and procedures
⢠Veterans' Children Education Scheme - extension of e ligibility in response to
findings of the Vietnam Veterans' Health Study
⢠Pri vate Hospitals and Day Procedure Centres - accred itation/certification
arrangements
⢠Veterans a t Risk - info rmatio n campaign
⢠Community Nursing Schedule of Fees - review
⢠Health of Korean War veterans - research
⢠Alternative health therapies access for the vete ran community
⢠Corporate Services Review - Request for Tende r p rocess
⢠Health and Medical Applied Research Program
⢠Health and Medical Research Grants Program - fund ing proposals
⢠Australian Fede ral Police membe rs involved in the Interna ti onal Peace Monitoring
Team in the Solomon Islands - coverage under the VEA
⢠Repatriation Transport Sc heme - future directions of Boo ked Ca r w ith Drive r
arrangements
"Note: Not all submissions resulted in a cbcmge of policy.
·; â¢. T H E R E PAT R I A T I 0 N C 0 M M I S S I 0 N
16
Relationship with the Department
Annual Repo r t
As noted above, the Repatriation Commission is the responsible body under the
Veterans ' Entitlements Act 1986 fo r generally administering the Act , while the
Department provides administrative support to the Commission. The responsibilities
of both bodies are the refore inextricably linked and the Commission has a
vital interest in the activities of the Department and in the assessment of the
appropri ateness, effectiveness and efficiency of departmental programs, including
performance management.
The dual role of the President of the Repatriation Commission as Secreta1y of DVA
gives not only a cohesion between the two bodies but interconnects them with a
high level of administrative and fiscal accountability. It also enables the Commission to
take an active interest in the administrative arrangements of the Department, including
the allocation of resources, and ensures the Commission is briefed regul arly on the
progress and o utcome of all major reviews, including Australian Na tional Audit Office
efficiency audits .
The Commission wishes to thank the staff of the Department w ho implement its
policies, and to whom it delegates many of its powers, for their continued
commitment and dedication to the goal of achieving excellence in service delivery.
Relationship with ex-service organisations
The Commission maintained its strong policy of partnership with the veteran
community during 2000-01 . An ex-service organisation (ESO) forum was held in July
2000, attended by the Commission , senior DVA staff and representatives of leading
ESOs , to address key issues and developments in the Veterans' Affairs ponfolio.
In addition, the Commission makes itself available to many of the peak ESO national
conferences and congresses and provides information sessions to their national
councils and committees. In December 2000, on behalf of the Minister for Veterans'
Affa irs, the Deputy President attended the 23rd General Assembly of the World
Vete rans Federation in Paris with Australian Committee Members of the Federation.
Deputy Commissioners in the State offices of the Department of Ve terans' Affairs
are encouraged to develop close relationships with local ex-service groups. The
continuation and fostering of relationships at the local level is seen by the Commission
as being essential to ensure that the views of veterans and their dependants are being
heard and their needs are being met.
THE REPATRIA TION COMMISSION
17
Annual Report
Relationship with overseas agencies
The Repatriation Commission keeps in contact with a range of other Veterans' Affairs
agencies around the world. In June 2001 , the Commission President co-hosted a forum
of senior Veterans' Affairs officials in Charlottetown, Prince Edward Island, Ca nada. As
well as senior staff from the Australian Department of Veterans' Affairs, the forum was
attended by representatives from agencies in the United States, Britain, Canada and
New Zealand. A range of common issues and challenges were discussed. As a result,
the agencies will establish online discussion groups involving their senior officials in a
number of areas, including health research, information technology (particularly claims
assessment systems and records management) and aged care.
REPA T RIATION COMM I SSIO N
18
2000- Overview
Two Bofors gunners enjoy a quiet
moment on HMAS Murchison at
Fork An chorage on t he Ha n River
Est uary, Korea, in 1951.
(AWM 044747 )
Depa rt m ent Ove r vi e w
USER'S GUIDE The Department Overview contains information about th e department's corporate
miss ion, vision and values, our client group, outcomes and outputs, o rganisation
stru cture and financia l resources.
Outcomes chapters provide a description of departmental programs and a
report of activities undertaken during the year towards each outcome.
The Our Performance chapter reports on performance measures for all outcomes,
including tre nds, information from the Portfolio Budget Statement and Portfolio
Add itional Estimates Statement, and performance against balanced scorecard and
DVA Service Charter measures.
Our People is a report on the department's human resource management strategy.
The Social justice and Equity chapter reports on social justice and equity impacts
of departmental programs and assistance provided to groups identified as having
special needs.
Internal and External Scrutiny contains information on corporate governance,
internal review, fraud control and reports and decisions affecting DVA by external
agencies, courts and tribunals.
The Purchasing and Assets chapter reports on the department's contract management,
use of consultants and assets management.
Additional information can be found in the Appendices, including the department's
2000-01 fin ancial statements.
OF VETERANS'
20
- - -
AFFAIRS
DEPARTMENT OVERVIEW
Our Mission
Department Overview
DVA exists: To serve members of Austra l ia's veteran and
defence force communities, their war widows/widowers,
wi dows/w idowers and dependants through programs of care,
compensa t ion, commemoration and defence support services .
Our Vision
To achieve exce l lence in se rvice del i very
Our Approach
We wil l real ise our v ision by :
⢠listening
⢠keeping things simple
⢠getting things right
⢠finding timely and appropriate solutions
We w il l monitor and report pub l icly on our performance.
Our Values
At all times w e wi ll honour those who have served i n defence
of our nat ion, respect the service of the Australian Defence Force
and upho ld the values o f the Austral i an Pub li c Serv ice.
Integrity, honesty, fairness and openness w i l l underpin our:
⢠service
⢠relationships
⢠accountabil ity
D E PARTMEN T OF V E TERANS' A FF AIRS !-------------
21
Depart ment Overview
Serving the veteran and defence force communities
The Department administers services to entitled members of the veteran and defence
force communities. Defence force members receive compensation and rehabilitation
benefits and services for injuries and disease accepted as being related to service in
the Australian Defence Force (ADF).
Members of the veteran community receive a range of services from the Department
ranging from pensions, health care and counselling to advice and information.
Table 1: estimated number of surviving veterans as at 30 June 2001
Conflict
World War I
World War II
Korea/Malaya/FESR
Vietnam
Other pre-1972 conflicts
BCAL (QS)
Peacetime Defence Force
Post-1972 Conflicts
22
218 300
17 500
51 600
7 800
59 200
164 000
19 700
The Department pays two types of pensions to veterans: income support pensions and
disability compensation pensions.
Table 2: number of income support pensioners as at 30 June 2001 (includes people receiving setvice pension, income suppon supplement, age pension and Commonwealth Seniors Health Carel)
New South Western
Age Sou th Wales Victori a Queensland Austral ia Austra lia Tasman ia Austra lia
<55 5 443 2 471 4 748 1 692 1 847 815 17 016
55-59 3 367 1 576 3 638 987 1 229 468 11 265
60-64 4 030 2 070 4 061 1 071 1 666 547 13 445
65-69 7 090 4 094 5 361 1 876 2 415 939 21 775
70- 74 19 076 13 016 11 817 5 505 5 386 2 449 57 249
75- 79 47 926 33 793 27 446 14 284 12 248 5 715 141 412
80- 84 28 741 20 732 17 305 8 608 7 344 3 237 85 967
85-89 8 973 6 973 5 552 2 631 2 572 1 054 27 755
90+ 2 228 1 807 1 323 592 697 197 6 844
Unknown 9 14 20 4 0 0 47
Total 126 883 86 546 81 271 37 250 35 404 15 421 382 775
D E P A R T M E N T 0 F V E T E R A N 5 ' A F F A I R 5
22
Table 3: number of compensat ion pensioners by age as at 30 June 2001 (includes people receivi11g disability pension, war wtdow'siwidower's pension a11d 01pha n 's pension)
New South Western
Age South Wales Vi ctor ia Queensland Austra lia Austra lia
<55 10 464 6 021 11 453 3 4 53 3 975
55-59 3 627 2 022 3 934 1 054 1 262
60- 64 2 307 1 087 2 515 446 769
65-69 3 461 1 851 2 640 575 838
70- 74 10 640 6 902 6 107 2 167 2 069
75- 79 31 938 2 1 679 16 712 6 943 6 034
80-84 21 895 15 071 11 661 4 942 4 326
85-89 8 073 5 995 4 242 1 964 1 903
90+ 2 503 1 972 1 290 587 627
Unknown 12 23 36 8 10
Total 94 920 62 623 60 590 22 139 21 813
Dep a r t men t
O v er v ie w
Tasmania Austral ia
1 418 36 784
468 12 367
273 7 397
410 9 77 5
1 163 29 048
3 273 86 579
2 159 60 054
850 23 027
232 7 211
3 92
10 249 272 334
As at 30 June 2001, 345 13 1 members of the vetera n community were eligible for
health care and support services through the Department.
Table 4: t reat ment population by age group as at 30 June 2001 (Gold Card and White Card holders)
New South Western
Age Sout h Wales Victoria Queensla nd Aust ralia Australia Tasmania Unknown Aust ra lia
<55 11 914 6 278 11 981 3 743 4 433 1 305 7 39 661
55-59 4 191 2 153 4 191 1 172 1 404 446 7 13 564
60-64 2 829 1 233 2 887 605 1 005 288 5 8 852
65-69 4 249 2 139 3 126 799 1 181 428 11 922
70-74 12 170 7 465 6 664 2 513 2 594 1 249 5 32 660
75-79 43 736 28 932 21 990 10 23 1 9 177 4 216 17 118 299
80- 84 29 467 19 987 15 442 7158 6 292 2 565 9 80 920
85+ 13 666 10 237 7 060 3 426 3 51 6 1 241 3 39 149
Unknow n 25 24 30 12 11 2 104
Tota l 122 247 78 448 73 371 29 659 29 613 11 740 53 345 131
Outcome/Output structure The Department's business stru cture consists of five outcomes. Each outcome contains
a seri es of outputs under which the Depanment's business is grouped. These are used
to measure the Department's perfo rmance.
Outcome 1 - Compensation and Support
Eligible veterans, their war widows and widowers and de pendants have access to
appropriate compensation and income support in recognition of the effects of war
service.
DEPARTMENT OF VETERANS' AFFAIRS !---------------
23
Depart m en t Overview
Output Group 1:
1.1 Deliver a means tested income support pension and allowances to veterans
and de pendants.
1. 2 Deliver compensation pensions, allowances and special purpose assistance
to eligible veterans and war widows and widowers.
1. 3 Provide independent merits review by the Veterans' Review Board (VRB) of
certain primary decisions made by delegates of the Repatriation Commission
on claims for pensio n.
1. 4 Provide financial assistance through the Defence Service Home Loans Scheme.
Outcome 2- Health care and services
Eligible veterans, their war widows and widowers and dependants have access to
health and other ca re services that promote and maintain self sufficiency, well-being
and quality of life.
Output Group 2:
2.1 Make arrangements for delivery of services.
2.2 Provide counselling, educatio n, community development, rehabilitation and
referral services for veterans and their families.
Outcome 3 - Commemorations
The achievements and sacrifice of those men and women who served Australia
and its allies in war, defence and peacekeeping services are acknowledged and
commemo rated.
Output Group 3:
3. 1 Provide funding and support for commemorative activities and grants in
recognition of Australia's veterans, and promote community awareness about
their service.
3.2 Maintain war cemeteries, memorials and post-war commemorations in Australia
and Papua New Guinea. Provide official commemoration to Australia's deceased,
eligible veterans. Construction and maintenance of overseas memorials at sites
significant to Australia's military history.
OF V ET ERANS' AFFA IR S
24
Outcome 4- Service delivery
Department Overview
The needs of the veteran community are identified, they are well informed of
community and specific services and they are able to access such services.
Output Group 4:
4. 1 Provide communication and community support and development services to the
providers and the veteran community including veterans' local support groups.
Outcome 5 - Defence Force services
Current and former members of the Australian Defence Force (ADF) who suffer an
injury or disease which is causally related to employment in the ADF are provided
with compensation and rehabilitation benefits and services.
Output Group 5:
5.1 Provide incapacity payments, non-economic lump sums for injuries resulting in
permanent impairment and payments to dependants of deceased employees.
5.2 Arrange for the delivery of medical, re habilitation and other related services.
5.3 Administer Individual Merits Review.
5.4 Deliver advisory and information services.
In addition to the above outcomes and their corresponding outputs , there is a range
of services that are class ified as enabling activities and support the work carried out
under the outcomes. Costs for these services are attributed across all of the outcomes.
Operational Structure
The Department has a National office located in Canberra and offices in all State
capitals. The National Office provides policy advice and support to the Minister,
financial management, strategic and corporate support for the Department.
DVA provides its services through a nationwide network of:
⢠DVA State offices;
⢠Veterans' Affairs Network (VAN) offices;
⢠Military Compensation and Rehabilitation Service (MCRS) offices;
⢠Retirement Service Centres; and
⢠contracted agents, including selected Centrelink centres.
DEPARTMENT OF VETERANS ' AFFA I RS f---------------
25
"' "'
}>
;;:
z
-<
<
-<
}>
z
}>
}>
Compensation & Support Division Division H ead Bill Maxwell
Income Su pport Jeanette Ricketts
D isability Compensation Neil Bayles
Information Management Murray Harrison
Legal Services Group Paul Pirani
Defence Liaison Arthur Edgar
Medical Services Adviser Dr Keith Horsley
National Office organisation as at 30 June 2001
Secretary & President
Dr Neil johnston
H ealth Care & Services D iv ision Division H ead Geoff Stonehouse OAM
Health Services Narelle Hohnke
Housing and Aged Car e Barry Telford
Vietnam Veteran s Counselling Service Wes Kilham
Business Analysis and Development Chris H.
C orporate
D evelo pmen t D iv ision D ivision Head David Mackrell
Resou rces Sean Farrelly
Strategic Support Bob Hay
Parliamentary & Corporate Affairs Carol Bates
Employee Relations & D evelopment David Watson
Commemorations Kerry Blackburn
Paul Stevens AO 1
Office of A u stralian War Graves Director Vice Marshal Gary Beck AO
Principal M edical A dv iser
Dr Graeme Killer A 0
<1l
o-o < QJ
<1l
- < 3 <1l <1l :J
"' ......
)>
--<
s
z
--<
<
)>
z
)>
)>
l
f--
'-
State Office organisation NSW, Vic & Qld as at 30 June 2001
Deputy Commissioner Depu ty Commissioner Depu ty Commissioner
Felicity Barr l Brian Flynn I l Gary Collins
-j Internal Audit
D irector Compensation
Compensation Income Support and Corporate Resources Support
Secretari at H arry Stephen Service Standards Informati on
Director Compensation Medi cal
r--- Compensation Income Support and Resources Compensation Grahame Thorn MCRS
Director D is ab ility Compensation
Compensation Inco me Support 1 - and Veterans Rev iew
Services
MCRS
Peter Keogh
Veterans Servi ces Commemoration
Manage ment Revi ew
Commemorations Corp orate Services
Executi ve Support
Director H ea lth Services
Director H ea lth Operations
Health H ea lth Purchasing and
Ja net Anderson C ontrac t Management Aged H ome Care VAN DSH Insurance
Director
H ea lth
Health N ati onal Investigation -Community and Unit Staff Services C lient Services and
Health and Veterans Home Care
L_ Corporate H ea lth Purchasin g Support VAPAC I Kevin Ross Human Resources Fin ance and Bu siness Services Mike O 'Meara Commemoration Information Services 0 0 < ltl ltl -o < ltl :'ii QJ 3 ltl ::J
"' 00
--,-
)>
;;::
z
<
--<
)>
z
)>
)>
l
-
State Office organisation WA, SA & Tas as at 30 June 2001
D eput y Commissioner
Russell M cLaughlan
Director Income Support
Compensation Disability Services and Support Compensation Services Bob Raisbeck Military Compensation and DP Support
Review and Advocacy Corporate Information and Services Corporate Support Unit
Director Rehabilitation
Health Care Appliances Program and Services H ealth Approvals Marilyn West Repatriation Transport Repatriation Private
Patient Sch eme and Re view Information Services an d FOI Community Support Defence Service Homes
Insurance Veterans Home Care
Deputy Commission er
Pamela Blarney
Healt h Services
Strategic and Human Resource Management
Housing and Community Development
Compensation
Veterans Information and Income Support
1 --j Information and Support Services J
Director Review and Improvement Dick Freeland
Advocacy
Depu ty C om missio n er
l Roger Winzenberg
H u man Resou rce Management and Facilities
Director Veterans Services
- Compensation and IT
Simon Beard Advocacy Record s Compensation and MCRS
Income Support
Director Hospitals and
c___ Health Commonwealth/ State
Christina Sh aw Relations Allied Health Medical/Pharmacy Rap/OT and Transport
Alice Elliot Day Centre DSH Community
D eve lopment Aged and Home Care Finance
ro
o-o < OJ
ro ,...
< 3
ro ro
:2:
::::J
I
m
-,
)>
"' __, <::
m
z
__,
<
m __,
m
"' )> z
'"'
\ Perth 'It⢠)> )> -"' '"' -----r- "' ID
⢠DVA VAN Off ices
* MCRS Locations ⢠Retirement Service Ce ntre + Centrelink Centres X Contracted Agents
cY
. Th ursday Island
Emerald X
Department of Veterans' Affairs and MCRS sites of presence
Mackay
Gladstone
i Maroochydore
jnsbane Toowoomba e Robina Gold Coast Rom a
Tam worth +
Dubbo +
fcoffs Harbou.r Port Macquane
â¢
Wagga
. agga + * ca
O
0 0
< It>
ro u
<
ro
OJ .-+
3
It> ::::l
w 0
;.:
:t>
s
z
--<
<
--<
:t>
z
:t>
:t>
Table 5: Department of Veterans' Affairs financial resources summary
Total
Administered Expenses Department al Outputs expenses
Outcomes $'000 $'000 $'000
Expenses Other- Tota l Expe nses Expenses against
against specia l Expenses against Federation adm inistered against annua l revenue from Total price Tota l for
appropriations annua l appropriations Fund expenses appropriations other sources of outputs Outcome(s)
Act 1&3 Act 2&4
Outcome 1 5 312 701 30 251 - - 5 342 952 88 850 1 058 89 908 5 432 860
Outcome 2 2 890 120 3 841 6 232 - 2 900 193 75 410 871 76 281 2 976 474
Outcome 3 - 16 219 - 1 000 17 219 8 190 95 8 285 25 504
Outcome 4 - 10 752 - - 10 752 44 708 527 45 235 55 987
Outcome 5 - - - - - - 9 581 9 581 9 581
---Total 8 202 821 61 063 6 232 1 000 8271116 217 158 12 132 229 290 8 500 406 Note: DSH In sur ance is not funded as an output and accordingly is not represented in the above table (see note 3 of the financia l statements for details of OSH insurance reve nue and payments).
ro
ou < Q.J ro ;:: < ro :E 3 ro ::::l
St rategic developments in Compensation and Support
Department Overv i ew
The year saw heavy demand on DVA's Compensation and Support Division, with
major changes to the entitlements legislation. Of particular significance were the policy
and operational changes arising from the Review of Service Entitlement Anomalies in
Respect of South-East Asian Service 75 (the Mohr Review). From 1 January 2001,
more than 2 600 veterans of these conflicts became eligible for qualifying service and
full repatriation benefits, including the service pension.
At the beginning of the year, the Department successfully implemented key
measures as part of the introduction of the New Tax System. All DVA pensions and
allowances were increased by 4 per cent as from 1 July 2000 as compensation for the
effects of the GST. The Aged Persons Savings Bonus was paid in a joint exercise with
the Australi an Taxation Office (ATO) and Centrelink. Approximately 296 000 claim
forms were sent to DVA veterans and war w idows/ widowers, while the ATO delivered
a further 76 000 claim forms to those in the veteran community who are taxpayers.
Eligibility for the bonus concluded o n 30 June 2001. Payments were made to 260 000
members of the veteran community, w ith an average payment of 734.
The 2001-02 Federal Budget included key measures to be implemented before the
end of 2000-01, including an ex gratia payment of $25 000 to Australian former
prisone rs of war of Japan and surviving widows/widowers and the one-off payment of
$300 to older Australians, including some 348 000 members of the veteran community.
The Department committed a significant effort to establishing an effective policy
framework and drafting legislation to implement all necessary changes within a very
tight time-frame. Most eligible persons rece ived their one-off compensation and
income support payments by 30 June 2001.
The completio n of the transfer of the Military Compensation and Rehabilitation
Service from the Department of Defence to DVA provided an opportunity to review
the compensation claim processing procedures. A training module, "Quality Decisions
Every Time", was presented to all compensa ti o n and income support staff. The
Quality Assurance program was extended to permit earlier monitoring of decisions.
During the year, DVA achieved a requirement of the Government's Online Strategy
that all public use forms be available to clients via the Department's website from
1 December 2000. The D VA FORMS system makes available about 130 forms for the
veteran community, staff in DVA and agencies, which provide information setvices to
the veteran community on behalf of DVA, particularly in regio nal and remote areas.
Since November 2000, members of the veteran community have also had access to the
Eligibility Module on the Internet (ELMNet), an interactive system that enables users to
enter responses to a series of logically arranged questions and receive relevant advice
DE PA RTME NT OF VE TERANS '
31
Department Overview
o n a range of DVA benefits. During the year ELMNet received a silver award at the
Fourteenth Government Technology Productivity Awards and placed third in the
management information systems magazine Innovations in Technology Awards in the
knowledge management category.
Proposed new Military Compensation Scheme
The Government is still considering its options in regard to a new Milita1y
Compensation Scheme in line with Mr Noel Tanzer's recommendations. Mr Tanzer
recommended that a new scheme should apply to all military service, both in Australia
and overseas, provide a better focus on specific military service and take a more
integrated approach toward the management of safety, rehabilitation, resettlement
and compensation.
St rategic developments in Health
In 2000-01, the Department continued its health strategy of preventive measures
aimed at improving the general health and well-being of the veteran community,
whil e streamlining access to hospital and allied health services for entitled veterans
and war widows/widowers.
The Veterans' Home Care program commenced operations in January 2001 , to help
veterans and war widows/ widowers live independently in their own homes for
as long as possible. In the six-month period up to 30 June 2001 , 19 912 veterans
and war widows/widowers were assessed and more than $14 million was paid for
services to veterans and war w idows/ widowers. This is an impressive result, given
the tight time-frame to implement Veterans' Home Care nationall y following the
announcement of the program in May 2000. In line with the Government Online
Strategy, the program has pioneered e-commerce in the aged and community care
sector, with 32 assessment and coordination organisations and 296 service providers
accessing the DVA website to enter assessments and referrals, approve services and
claim for payment.
The year saw more movement on DVA's veteran partnering arrangements with private
hospitals. By June 2001, contracts had been finalised with hospitals in all States except
Western Australia. These contracts enable doctors to admit entitled patients for care
without prior approval from the Department and have been well received by both the
veteran community and health providers. Moves are now under way to extend veteran
partnering to hospitals in rural Western Australia.
A major task for 2000-01 was the implementation of the series of initiatives
announced in the May 2000 Federal Budget in response to the validated findings of
the Vietnam Veterans' Health Study. By May 2001, all initiatives had been implemented
or progressed significantly. These include automatic eligibility for the White Card for
Vietnam veterans diagnosed w ith depression or anxiety, an expanded range of
0 E P A R T M E N T 0 F V E T E R A N 5 ' A F F A I R S
32 1
Departme n t Overview
Vietnam Veterans Counselling Service programs and the extension of access to the
VVCS for the children and fo rmer partners of Vietnam veterans.
Other joint initiatives have been undertaken w ith the Department of Health and Aged
Care, which manages the Vietnam Veterans' Children Support Program for children
with spina bifida, cleft lip/ palate, adrenal gland cancer and acute myeloid leukaemia,
and the Australian Vietnam War Veterans Trust, which administers the Long Tan
Bursary on OVA's behalf to assist Vietnam veterans' children undertaking tertiary study.
DVA has worked closely with the veteran community in the implementation of the
health study initiatives and this will be a continuing focus in the coming year,
particularly in the area of suicide prevention.
During the year, the Department developed a mental health strategy, aimed at better
understanding and addressing mental health issues as they affect and relate to the
veteran community. This strategy, along with the recently developed and released
Health Promotion Strategic Plan for the veteran community, Choose Health', reflects an
increasingly broader focus on veteran health and the shared desire of the Department
and the veteran community to address, where possible, underlying health issues
before they give rise to a specific need for medical intervention.
Strategic developments in Commemoration
The commemo rative activities of the Department were enhanced this year by two
maj or events - the Sydney 2000 Olympic Games and the Centenary of Federation.
The Olympic Games presented an opportunity for the Department to promote the
country's wartime heritage at Australia's largest peacetime event. With the support of
the Minister, DVA arranged for a number of veterans, representing all conflicts since
World War I, all of the Services and all States and Territories, to attend the Olympics
and Paralympics, drawing a very positive community response.
The documentary series Australians at War was broadcast on ABC Television for
eight weeks from Anzac Day 2001. The series was funded by the Federal Government
as a Centenary of Federation gift to the nation and was commissioned by DVA in
consultation with the Australian War Memorial. Australians at War screened to wide
critical acclaim and was supported by a stand-alone book, CD soundtrack and a
website, www.australiansatwar.gov.au , which w ill provide a continuing resource for
researchers, students and members of the public interested in their wartime heritage .
The latter hal f of 2000--01 was notable for two commemorative missions overseas. In
April 2001, the Minister for Veterans' Affairs and 32 veterans and war widows took part
in joint commemorations with the Republic of Korea and Australia's Commonwealth
allies to mark the 50th anniversary of the Korean War. In May, the Minister and
22 veterans and war widows marked the 60th anniversary of the Battle of Greece
and Crete .
D EPAR TM ENT OF VETERANS' AFFAIRS !---------------
33
Department Overview
During the mission to Greece and Crete, the Minister unveiled the new Australian
Hellenic Memorial, constructed by the Office of Australian War Graves at Rethymno,
Crete. The memorial consists of a black granite cairn with two fl anking pillars clad in
rough-surfaced local limestone to symbolise the Australian and Greek people fighting
sid e by side in 1941.
The OAWG also made improvements to the Anzac Commemorative Site at Gallipoli,
w hi ch was opened in 2000 to provide a new venue for the Anzac Day Dawn Service.
Improved roads leading to the site led to a reduction in the number of people being
required to walk some distance fr om their transport to the site. Seating was also
provided for elderly veterans. A seating stand was constructed at the perimeter of the
Lo ne Pine War Cemete1y for 300 visitors attending the Australian Anzac Day service ,
reducing damage to the cemete1y by those attending the service. This work will be
extended for Anzac Day 2002 to enclose the perimete r of the cemetery.
Work is now under way on developing a new memorial in London to the Australians
and Britons who fought togethe r during the two world wars. The establishment of the
Australian National Memorial, London was announced in July 2000 by the Prime
Min ister, John Howard and the British Prime Minister, Tony Blair. The me morial on
Hyde Park Corner is expected to be completed by Anzac Day 2003 and will become
the focus for annual Anzac Day services.
Strategic developments in Service Delivery
As the veteran community ages, telephone service delivery is expected to become
in creasingly important. At the beginning of November 2000 , the Department
implemented new arrangements fo r the provision of better telephone services,
enabling much simpler access to DVA.
A large proportion of the telephone infrastructure in each State office of the
Department was upgraded , resulting in a marked reduction in the number of
abandoned calls. In conjunction w ith the new infrastructure, DVA introduced a new
set of telepho ne numbers, to provide veterans with a single contact for their Sta te
o ffi ce 033 254) or their nearest VAN office (1300 55 1918).
The Department continued to broaden its use of the Internet to deliver DVA services
online. Following the introduction last year of the DVA FACTS system, the Department
has now made all its public use forms available to clients via the Department's
website. Abo ut 130 forms, primarily for making claims fo r a ll DVA benefits and
services, are now available online via the DVA FORMS system for down loading and
printing. The system is available to staff in DVA and agencies such as Centrelink,
which provide information services to the veteran community on behalf of DVA,
particularly in regional and remote areas .
OF VETERANS ' AFFAIRS
34
Strategic developments in Health Research
Depa r tme nt Overview
The Department is continuing to explore the health of personnel who have had
particular service or experiences, with a view to developing appropriate policies
regarding treatment and compensation.
The Vie tnam Veterans' Health Study concluded with the release of three
supplementary reports from the Australian Institute of Health and Welfare. The first,
Suicide in Vietnam Veterans ' Children, found that the pattern of suicide in children
of Vie tnam veterans was not substantially different from that of Australian children in
general. The report also showed that many children of Vietnam veterans are now
within the age group (25-35) identified by the National Suicide Prevention Strategy
as a high-risk group within the general community.
The second report, Adrenal gland cancer, leukaemia and non-Hodgkin 's lymphoma,
found a greater prevalence of acute myeloid leukaemia and adrenal gland cancer in
the children of Vietnam veterans compared to the wider community. Due to a
calculation error, the Australian Institute of Health and Welfare advised in May 2001
that this finding would have to be revised. After new calculations, the institute found
the prevalence rates for adrenal gland cancer and acute myeloid leukaemia, while
higher than no rmal and suggestive of increased risk, were not raised to a statisticall y
significant extent.
The third supplementary report, Multiple Sclerosis and Motor Neurone Disease, was
released in May 2001. Neither of the conditions was found to occur at higher rates in
Vietnam veterans compared to the general community.
While the supplementary reports offi cially end the Vietnam Veterans' Health Study, the
Minister announced in May 2001 that DVA would commence a repeat mortality study
of Vietnam veterans in 2001-02 . The repeat study was recommended in the report of
the 1997 Vietnam Veterans Mortality Study.
The Korean War Veterans Mortality Study was progressed during the year, with data
matching of details against the Department's Client Database, the Na tional Death
Index and the Australian Electoral Roll. This exercise produced an accuracy rate of
88 per cent and work is now under way on manual matching of some 2 000 cases to
further increase the accuracy of the study. Following a request to the Minister by the
consultative forum overseeing the mortality study, DVA is now undertaking a cancer
incidence study of Korean War veterans. Reports from both studies are expected to
be completed by mid-2002.
Work began in 2000-01 on the Gulf War Veterans Health Study, part of a joint strategy
between DVA and the Defence Department to address health issues involving ADF
personnel deployed overs eas. The study involves medical examinations and surveys of
Gulf War veterans to develop a detailed picture of their health. This will be compared
DE PARTMENT OF V ETERANS ' AFFA I RS !---------------
35
Departme nt Overv ie w
to the health of a group of Australian Defence Force members of similar age and
gender profiles, who did not serve in the Persian Gulf. The 12-month contact and
recruitment phase of the Gulf Wa r Ve terans Health Study began in Se ptember 2000.
As at 30 June 2001, 2 453 candidates had agreed to participate in the study; including
some 1 400 Gulf War veterans. The study appears to be heading towards a successful
conclusion, with the medical examinations set to be completed by the end of
November 2001.
Under the auspices of the OVA-Defence Links Project, the Department is undertaking
two major stud ies on behalf of the Depanment of Defence, drawing on OVA's
experience and expertise in the conduct of military health research .
The first study involves RAAF personnel and civilian contractors involved in the
maintenance of F-111 fuel tanks and complements the RAAF Board of Inquiry into the
F-111 deseal/reseal program. This study will involve detailed medical examinations of
maintenance personnel to determine if their health differs significantly from personnel
who were not involved in this work. Examinations are due to commence in early
2002, with findings expected in 2003.
The second project is a cancer and mortality study of Australian participants in th e
British atomic tests conducted at Monte Bello, Maralinga and Emu Field during the
1950s and 1960s. The Atomic Test Participants Nominal Roll, which will form the basis
of data-matching for the study, was completed in June 200 1. The year saw renewed
public interest in the health of atomic test participants, with vari ous allegations raised
in the media concerning breaches of safety precautions for the testing program. In
li ght of its role in conducting the mortality and cancer study of test panicipants, the
Department undertook extensive research of records regarding the test program and
the McClelland Royal Commission conducted in the 1980s.
Strategic developments in Defence Force serv ices
DVA continued to develop stronger business relationships w ith the Department of
Defence through the Links Project, which aims to explore potential efficiencies in the
operations of the two departments. The project sets out a long-term course for the Department w ithin the broader Defence portfolio, enabling it to reshape its traditional
role to provide a broader range of services.
During the year, the Department completed the transfer of the Mil itary Compensation
and Rehabilitati on Service from the Department of Defence to DVA. The MCRS
now has offices based in all DVA State offices, as well as Townsville and Da1win.
In addition, the Depa1tment completed work to enable Defence's MC RS claims
management system (DEFCARE) to interface wi th OVA's payment systems, reducing
the need for double entry and improving the processing of claims.
OF V ETERANS ' AFFAIR S
36
Department Overview
DVA a lso commenced the Transition Management Service, to assist Australian
Defence Force members facing an invalidity discharge. The support available includes
assistance w ith civilian employment options, compensation, superannuation, financial
planning, health insurance and community support arrangements.
In 2001 , the two departments commenced a joint tender process for the provision
of optical services and signed a joint contract with the Mater Private Hospital in
Townsville, to provide ADF members with the same access to private hospital care
as entitled veterans under the Department's veteran partnering arrangements.
A range of corporate and information technology areas is being in vestigated to see
whether it is possible to achieve efficiencies in the delivety of internal services. As a
result, DVA has become a party to Defence's travel contract arrangements for air travel
and hire cars. A consortium was also formed with Defence and the Department of
Health and Aged Care - like DVA, a major purchaser of health servi ces - to tender for
banking and purchase card services.
Strategic developments in Support Services
During 1999-2000, a Corporate Services Review was commenced. Its objective was
to ensure that the delivety of corporate services is both competitive and cost effective
with respect to client needs, DVA culture, efficiency and quality outcomes. In line with
Government expectations to review and, where appropriate , market test its corporate
services, the Department has commenced market testing of its financial services and its
fil e and mail services.
In 2000-01, DVA and the Department of Finance and Administration completed a
major output pricing review. The review concluded that DVA services deliver value for
money and that output prices are reasonable. Services are typically of a high quality
and generate a high level of veteran satisfaction. The review found that DVA delivers
a w ide, comprehensive and holistic service to veterans, with a particular emphasis on
veterans in rural and remote areas, in line with government policy and expectations.
As a result of the review, a package of financial measures was approved for the
2001-02 portfolio budget to enable DVA to efficientl y manage reductions in the
veteran and war widow/ widower population in coming years, while addressing the
Department's equity and liquidity position.
Staff management and change management received considerable attention during
the year. Through the use of an independent consulting firm, SICORE International,
all staff were invited to complete a Staff Attitude Survey. While the results showed
a high level of general satisfaction, a department-wide process was commenced to
identify and report on areas of concern. Staff have been actively ca nvassing ideas
and solutions for consideration by senior management.
D EPARTMENT OF V ETERANS ' AFFA I RS r --------------
37
Depa r t ment Ove r v ie w
The Department's use of IT continued to grow w ith the provision of IT sources
consuming approximate ly one quarter of the Department's operating budget. During
the year, the collaborative efforts of the Depanment and IBM Global Services Australia
achieved an improvement in system reliability compared with the previous year but
further improvement continues to be a joint priority.
Management structures were changed in the Information Management Unit in the
early part of the year to give a stronger focus on business requirements across the
Department. The Senior Management Committees were also restructured to better
address the strategic management of the Department's IT services.
The role of the IT budget and the range of IT development projects reflects an
aggressive use of IT in improving se1v ice standa rds in the Department. A continuing
challenge in this environment is the balanci ng of the requirements for maintenance
and fine tuning of day to day operations against the priority of system enhancement
and new system development which can complicate the management task.
A major area of development and application in the past year has been the Income
Support Application System. This was also the first full year of operating w ith the
Intergrated Payment System, introduced late in 1999-00. This system was extended
during the year to provide a payment facili ty fo r several other depa1tmental fu ncti ons.
Work has continued to meet the Government's policy objectives for Government
Online and to make w ider use of e-business in the Department's operations. This
work is illustrated by the introductio n in January 2001 of a new management system
which makes fu ll use of web enabled interaction with assessors and service providers
in the delivery of the new Veterans' Home Care Program.
Another significant project has been the completion of the priva te hospital data base
fo r use in the DMIS system. This system enables cross tabulations to compare costs
across hospitals and region by region by type of treatm ent and will greatly enhance
the Department's capacity to manage the contracting for private hospital services.
New areas of health data will be p rogressively added and integrated into the data
wa rehouse. Cross tabulations of client's use of health services w ill also enable
attentio n to the holistic health needs of veterans.
The Department's IT management systems, review processes and customer focus
o n achieving its goals were endorsed during the year with re-certification to the
IS09001 :2000 international standard for quality systems and continuous improvement .
. OF VETERANS'
38
AFFAIRS
Outcome One Compensation
The crew of a World War II
Lancaster bomber from No. 460
Squadron RAAF in Binbrook,
England, April 1944.
(AWM UK01175)
Outco me One Com p e nsation
OUTCOME 1 -COMPENSATION
Eligible veterans, their war widows/widowers, widows/widowers
and dependants have access to appropriate compensation and
income support in recognition of the effects of war service.
Outcome 1 is achieved through four outputs:
1.1 Income Support
1. 2 Compensation
1.3 Veterans' Review Board
1. 4 Housing
The Veterans' Review Board is responsible for its own Annual Report , w hich appears
as a separate publication.
Description
The concept of repatriation benefits to compensate veterans and their dependants
for war-ca used disability or death was introduced during World War I. In 1936, the
system was extended to introduce the service pension, recognising that the intangible
effects of service in operations against the enemy could result in loss of earning power
and premature ageing.
Today, this remains the basic model for the Au stralian repatriation system. Benefits
have been extended to veterans of some peacetime operations, most recently the
peacekeeping operation in East Timor. The service pension has also been extended
to eligible veterans of Commonwealth and allied countries and to Australian,
Commonwealth and allied merchant mariners.
DVA works with th e veteran community to ensure that up-to-date and easily
understood information about repatriation entitlements and benefits is available
and that veterans and their dependants are supported in the claims process. The
Department continues to work to improve the efficiency and fairness of th e claims
and review processes and to ensure that entitle ments and benefits are de li vered as
accurately, e ffici entl y and quickly as possible.
Strategies
The Department is always exploring new ways of organising its business and
in vesting in information technology, without compromising the personal nature of
DVA 's relati onship with individual veterans and their dependants.
D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
40
Strategic priorities include:
Outcome One Compensation
⢠ensuring that veterans , their dependants and other eligible people receive their
entitlements in a consistent, fair and equitable manner;
⢠continuing to improve contact and communication with and partnerships between
the Department and the veteran community;
⢠simplifying processes and continuing to improve claims processing;
⢠issuing refreshed guidelines on statutOJy interpretation;
⢠improving decis ion making at the primary level by the use of best evidence;
⢠meeting the opportunities and challenges presented by developing technology;
⢠preparing high quality ministerial correspondence in a consistent and timely
manner;
⢠ensu ring that there remains a robust policy of continuous improvement in the
Department's operations;
⢠internal benchmarking;
⢠ensuring staff are trained to provide optimal service to veterans and their
dependants; and
⢠strengthening links between DVA and the Department of Defence as well as liaising
with comparable overseas veterans' administrations.
Quali ty in decision-m aking DVA has a strong focus on the continuous improvement of the quality of
decisio n-making in its Compensation and Suppo rt programs. In 2000-01 , the Divisio n
introduced a National Training Strategy designed to raise the profil e of training and
facilitate a national approach to the design, development and delivery of training in
each of its business areas.
The objectives are:
⢠to encourage a spirit of cooperation towards effecti ve and efficient training
strategies;
⢠to support the performance management framework; and
⢠to ensure that training programs are directed towards enhancing busi ness
performance.
This major training initiative saw about 575 staff participate in a range of nationall y
coordinated training programs including:
⢠Quality Decisions Every Time - a comprehensive four-module program delivered
over three and a half days in all State and Na tional offices that aimed to improve
the quality of decision-making and ensure the Department's commitment to high
quality decision making is maintained. A total of 465 service delivery staff
participated in this program;
DEPARTMENT OF VETERANS' 41
Outco me One C ompe nsation
⢠Team Thinking & Learning - a one-day session, , that presented a variety of
thinking concepts in the context of team learning. Fifty staff members attended this
session in Na ti onal offi ce;
⢠Understanding Financial Investments - two one-day sessions presented by the
National Information Centre for Retirement Investments (NICRI) presented in
Na tional Office (advanced) and the SA State offi ce (basic) . A total of 30 staff
members attended these sessions; and
⢠Medical Concepts & Terminology - two half-day sessions in respect of the heart
and psychiatric illness delivered in the SA State offi ce. Thirty staff attended these
training sessio ns.
In Income Support, a compute r system known as the Quality Assurance Sampling
& Recording System (QUASARS) provides for the d irect online data entry of the
o utcomes of quality assurance checks and the provisio n of a wide range of
management reports, including reports on:
⢠th e quality of data ent1y and decision-making;
⢠the nature and cause of errors;
⢠commentary on the performance of individual decision makers; and
⢠the identification of training issues and best practice.
QUASARS has been so successful that it is now being expanded and enhanced to
support the quality assurance work of all business areas of the Compensation and
Support programs. The enhanced system, QUASARS II , will provide fu ll support to the
q uality programs and has been designed to take into account the differing sampling
regimes and reporting frameworks of each business area. The system will also have
the potential to be expanded to other business areas of the Department as it is being
built in modular fo rm . It is expected that QUASARS II will be operational by the end
of 2001.
Electron ic Document Management projects
During the year a number of projects were initiated to trial the application of
Electronic Document Management (EDM) technology to the processing of claims and
reviews for income suppo rt and disability compensation benefits. The aim of the tri als
is to identify opportunities to improve the efficiency of business p rocesses and reduce
the reliance on paper records.
Some of the 10 projects involve the creati on of electronic cl ient files and the scanning
of documents used in the processing of claims and reviews, into the Department's Informa tion Document Management System (IDMS). Se rvice delive1y officers
participating in these tri als are then reading the electronic documents to examine
evidence, enter data into mainframe processing systems and make decisions.
D E P A R T M E N T 0 F V E T E R A N 5 ' A F F A I R S
42
Other projects are using mainframe processing systems to make a record of
interactions w ith clients and decisions made on claims and reviews.
Outcome One Compensation
An evaluatio n of the trials will be conducted during August and September 2001 to
id entify the costs and benefits for DVA in moving toward a wider implementation of
EDM to income suppo1t and disability compensation business processes. The report
will discuss the business, technological and people issues that DVA would need to
address in progressing this large-scale change initiati ve.
DVA FORMS online
During the year, DVA achieved a requirement of the Government's Online Strategy
that all public use forms be available to clients via the Department's website, from
1 December 2000. About 130 forms , primarily for making claims for all DVA benefits
and services, are now available online at www.dva.gov .au via the DVA FORMS
system for downloading and printing. The system is available to staff in DVA and
agencies, such as Centrelink, which provide information services to the veteran
community o n behalf of DVA , particularly in regi onal and remote areas. The syste m
for monitoring access to the DVA website indicates the forms site is receiving very
high access levels.
Eligibility Module on the Interne t
The Eligibility Module on the Internet (ELMNet) is an interactive system that enables
users to enter responses to a series of logica lly arranged q uestions and to then receive
advice on a wide range of DVA be nefi ts based on the responses to these questions.
Users can also access relevant application fo rms for these benefits via the system.
ELM Net was developed as a partnership arrangement between the Department and
ex-service organisatio ns and has won awards during 2000-01 including:
⢠a silver award at the Fow1eenth Government Technology Productivity Awards; and
⢠a third placing in the management information systems magazine Innovations in
Technology Awards in the knowledge management categmy.
ELMNet was released on the DVA Internet site at www.dva.gov.au in November 2000.
Consolidated Library of Information & Know ledge (CLIK)
CLIK contains all of the Department's legislation, policy and reference material
in a specialised e lectronic publishing medium. This libra1y has been placed on
th e Department's Internet site according to the requirements of th e Government
Online Strategy.
DEPARTMENT OF VETERANS' AFFAIR$ 1---------------
43
Outcome One Com pensation
Table 6: Out come 1 resources summary
Administered Expenses (including third party o ut puts) Total Administered Expe ns es
Pri ce of departmental outputs Output Group 1.1 - (D eliver a means tested in come support pension and allowances to vete rans and their dependents)
Output Group 1.2 - (Deliver com pensation pensions, allowances and speci al purpose ass istan ce to eligible veterans and widows/widowers)
Output Group 1.3 - (Independent me ri t review by Veterans' Review Board of certa in prima ry decisions made by delegates of the Rep atriation Co mmission on claims for pension)
Output Group 1.4- (Provide financial assistance through the Defence Services Home Loans schem e)
Attribution of Output Group 6
Total Price of Outputs
Revenue f rom Government (Appropriat ion) for departmental outputs
Revenue from ot her so urces
Total price of outputs
TOTAL FOR OUTCOME 1
( Total P1ice of Outputs and Administered Expenses)
Staff years (number)
Actual
Budget Expenses
2000- 200 1 2000-2001 $'000 $'000
5 495 343 5 342 952
38 8 33 3 1 546
42 962 38 009
8 22 1 7 944
2 446 1 9 50
12 020 10 459
104 482 89 908
103 631 88 850
851 1 0 58
104 482 89 908
5 599 825 5 432 860
Actual Estimate
2000-200 1 2001-2002
962 1 008
OF VETERANS' AFFAIRS
44
Budget 2001-
Variation 2002
$'000 $'000
-152 391 5 350 462
-7 287 37 0 52
-4 953 43 707
-277 7 582
-496 2 483
-1 561 11 962
-14 574 102 786
-14 781 102 109
20 7 677
-14 574 102 786
-166 965 5 453 248
Output 1.1 - Income Support
Objective
Outcome One Compensation
To deliver means-tested income suppo rt pensions and allowances to veterans and
the ir dependants.
Description
The re are three forms of income support paid under Output 1.1:
⢠the service pension , similar to the age pension and disability support pension paid
by Centrelink;
⢠the partner service pension; and
⢠the income support supplement, which is paid to eligible war widows/ widowers.
All income support pensions are subject to income and assets tests except those
granted to people who are blind in both eyes. Service pe nsioners are eligible for
othe r benefit s provide d by the Federal Government, including medical and hospital
treatment.
A number of supplementa1y allowances are also available. These include rent
assistance, telepho ne allowance, remote area allowance, bereavement payment and
pharmaceutical allowance.
Policy development and implementation
The Department has continued its policy of simplify ing and rati onalising the delive1y
of programs to veterans and their dependants. Increasingly, opportunities are being
taken to ensure OVA's programs complement similar programs delivered by the
Department of Family and Community Services (FaCS), without threatening the special
status to w hich veterans are entitled.
Goods and Services Tax (GST) Compensation
All OVA pensions and allowances were increased by four per cent as from 1 July 2000
as compensation for the effects of the GST.
Aged Persons Savings Bonus
This was a joint exercise with the Australian Taxation Office (ATO) and
Centrelink. Approximately 296 000 claim forms were sent to OVA veterans and war
widows/widowers, while the ATO delivered a further 76 000 claim forms to those in
the veteran community who are taxpayers. Eligibility for the bonus concluded o n
30 june 2001. Payments were made to 260 000 members of the veteran community,
with an average payment of $734.
DEPARTMENT OF VE T ERANS" AFFAIRS r--------------
45
Outcome One Compe n sation
Private Trusts and Private Comp anies
From 1 January 2002, the income and assets of a private trust or private company may
be taken into account when assessing a person 's entitlement to an income support
pension. This rule change may apply to income support pensio n recipients who
control or who have contributed to a private trust or private company (including fixed
trusts and discretionary trusts).
This change was prompted by an increased use of private trusts and private company
structures to gain income support pension entitlement. Approximately 5 500 DVA
income support pension recipients w ill have their pensions reviewed in anticipation
o f this rule change. These reviews are being conducted under both the current
legislation, to ensure current payments are correct, and under the new legislation ,
which takes effect on 1 January 2002. To implement the new legislation DVA has
established a dedicated Trusts and Companies team located in National office.
Retirem e n t Assistance for Farmers Scheme
The Retirement Assistance for Farmers Scheme was announced on 14 September 1997
as part of the Government's Agriculture- Advancing Australia package. The scheme
offered eligible farmers an opportunity to pass their farms to their descendants
and gain immediate access to income supp01t via a moratorium on the gifting
provisions. The scheme had an original closing date of 14 September 2000, which was
later extended to 30 June 2001. A further 47 veterans and/ or their pa1tners accessed
the scheme during the extension period, bringing the total number of successful
applicants to 297.
Enhanced d e bt recove ry
This initiative ensures that debts owed to the Commonwealth are recovered more
e fficiently and that the approach adopted by DVA is consistent with the approach of
other agencies with regard to debt recovery. DVA and FaCS are jointly implementing
this initiative. The main changes resulting from this initiative include:
⢠removing the administrative charge on debts outstanding for more than three
months;
⢠introducing a penalty interest rate charge on debts, other than those due to
administrati ve error, for people w ho are no longer in p ayment and w here there is
no recove1y agreement; and
⢠ensuring that payments made in error to an incorrect financial institution account or
to deceased persons are recoverable directly from those accounts by way of notice
o n the financial institution.
These changes take effect from 1 July 2001.
OF VETERANS' AFFAIRS
46
Calculation of payment of certain pensions and allowances
Outcome One Compensation
This initiative is aimed at aligning the payme nt of compensation instalments w ith
income support payments, providing a simpler and more consistent approach across
DVA systems and administration.
As a result, the Department is changing the methodology fo r calculating the fo rtnightly
payment rate for pensions and allowances following the grant or variation of a
d isability or war widow's pension. The fortnightly amount of pension and allowances
to be paid to a pensioner will be the sum of the entitlements the person has on each
day of a 14-day pension period that will conclude two days before the actual pension
payday. These changes were introduced from 1 July 2001.
2001-2002 budget initiatives
Several initiatives were announced in the May 2001 budget benefiting DVA income
support recipients. These were:
⢠a o ne-off payment of $300 to older Austra lians;
⢠an increase in the income test limits for the Commonwealth Seniors Health Card
(CSHC); and
⢠an extensio n of telepho ne allowance eligibility to CSHC holders.
Approximately 348 500 income support recipients received the $3 00 one-off payment
on 14 June 2001, w hile it is expected that a further 18 000 people may become
eligible fo r a CSHC. The two CSHC initiatives take effect from 1 September 2001.
Business improvement
During the year the Department continued to review , evaluate and improve a number
of income support operations.
Quality assurance
The quality of service delivery to the veteran community is being improved in the
long-term by an enhanced quality assurance (QA) program for income support,
introduced fr om 1 July 2000. The new program includes:
⢠a risk-based sampling regime of 5 per cent of cases determined;
⢠clearly defined assessment crite ria and error definitions; and
⢠the introduction of a new computer system to support the QA program.
These e nhancements are aimed at providing the very best service to income suppo rt
pensio ners by ensuring that they receive their correct entitlements in a timely,
consistent, fair and equitable manner. Assessments are performed by QA officers in
each income suppo rt business unit and there is a strong emphasis on continually
improving the quality of decision making by:
DEP A RTMENT OF V ETERANS ' AF F AI RS r--------------
47
Outcome One Compens ation
⢠p roviding performance feedback to individual decision makers;
⢠identifying training needs; and
⢠identifyi ng improved work practices.
A va lidation exercise was conducted early in the implementation of the new
national income support QA program, to ensure that it is being applied correctl y
a nd consistently. The review found that the program was working effe ctively and
consistently. A number of opportunities for improving the program were also
id e ntified. Such validation reviews w ill be conducted regularl y.
Income Support Review Program A project to review and enhance the income support review program commenced in
the second half of 2000-01 as a major income support business improvement initiative.
In come support employs a number of review mechanisms to ensure that pensioners
receive the correct rate of payment. The p rocessing of reviews of income support
pensions and related payments is a major activity within the wid er review program
and has been identified as an area w here significant improvements to work practi ces
ca n be made.
Strategies are being developed to:
⢠e nhance understanding within the veteran community of their entitl ements and
obligatio ns;
⢠d iscourage unnecessaty pensi oner initiated reviews; and
⢠fac ilitate redirection of resources towards an enhanced compliance review program
and other veteran service initiatives.
I>ata-matclUU!g
All data-matching activity has been centralised in one unit located in National
office. The centralisa ti on of this acti vi ty shoul d result in an expansion of the
Department's data-matching activities, as well as an improvement in the overall
efficiency and effectiveness of the data-matching program. Another added benefit of
thi s centralisation will be greater consistency in decisio n-making.
I>ebt Management and Recovery System
The fi nal major module of the Income Suppon Informati on System (IS IS) was
implemented in Januaty 2001. The Debt Management and Recovery System (DMRS)
automates debt calculation for pension overpayments and automatically applies
standard rul es to the recovety of the debt and generates appropriate letters. It also
a utomaticall y ceases recovety when the full amount of th e debt has been repaid. The
system can a lso be used for manuall y ra ised and recovered debts where required.
t\/ â¢â¢. -----------------i DEPARTMENT OF VETERANS' AFFAIRS
48
Outcome One C o mpens ation
This has meant a significant drop in the need for manual interventio n in overpayment
cases and also makes it possible to easil y recover small amo unts that prior to the
introductio n of DMRS, were considered unecono mical to recover. Since its
imple me ntation, 6 200 debts have been automati call y processed and recovery action
put in place by the system.
Aged care history enhancements
The Department's Aged Care Data Transmission program sends daily transmissions
to the Depat1ment of Health & Aged Ca re (DHAC) with income data fo r DVA
pensione rs who are aged ca re residents. This assists DHAC to correctl y assess the
pensioner contribution. Until this year th e Department was able to transmit only
current assessment d ata . Since the implementatio n of ISIS in April 2000, the
Department maintains a histo ry for all assessments and payments. Consequently in
March 2001 , substantial enhancements to the transmission program were made to
allow the supply of historical income details to DHAC.
You & Your Pension
Originall y published in June 1998, You & You r Pension is a guide for income support
pensioners, including service pensioners, so cial securiry age pensioners (paid by DVA)
and war widows and widowers who receive the income support supplement. It
conta ins comprehensive information about their benefits, rights and obligations. The
200 1 edition became ava ilable from 1 July 2001 . The guide is also on the Internet at
www.dva.gov.au and an audiotape is available fo r visually impaired pensioners.
Output 1.2 - Compensation
Objective
To compensate eligible veterans and othe r eligible people for the loss of physica l or
mental well-being resulting fr om incapacity caused by eligible war o r defence setv ice,
and the effects of that loss on lifestyle (including employability); and
To compensate dependants for the death of a spouse/ partner or parent as the result of
eligible war or defence service .
Description
Under Output 1.2, the Department provides compensation to eligible ve terans
(i ncluding Austra lian merchant marine rs) and the ir dependants for the tangible effects
of war or defence service. Eligible people receive disabiliry pensions, war
widow/ widower pensions, and ancillaty benefi ts .
DEPARTMENT OF VETERANS' AFFAIRS r-------------
49
Outcome One Compe nsation
Policy development and implementation
Implementation of Mohr Review Following the Review of Service Anomalies in Respect of South-East Asian Service
the May 2000 Budget extended qualifying service to more than 2 600
ve terans of conflicts in South-East Asia, resolving a number of anomalies for Australian
Defence Force personnel. From 1 January 2001 , these veterans became eligible to
appl y for full repatriation benefits, including the service pension. The 2000-01 Budget
also extended eligibili ty for disability pensions to veterans who served aboard
HMAS Sydney, Vampire, Parramatta and Yarra in Borneo during the Indonesian
Confrontation.
The Department of Defence gave further consideration to the question of qualifying
service for HMAS Sydney, Vampire, Parramatta and Yarra in Borneo during the
Indonesian confrontation. The four ships were allotted for duty in the Borneo
operational area and their personnel became eligible for service pension as well as
disability pension from 1 January 200 1.
The Department of Defence issued eight instruments for determining eligibility
under the Veterans ' Entitlements Act 1986 (YEA) prior to 1 Januaiy 200 1 so that
determination of claims could begin on 2 Januaiy 2001.
Veterans' Children Education Scheme
The Veterans' Children Education Scheme (VCES) provides support services and
financial assistance to children of ce1tain deceased or severely incapacitated veterans
o r members of the defence or peacekeeping forces. Benefits are available at four
levels (primary, secondary and tertiary or career education/ training) and include
education all owances and other forms of assistance appropriate to the particular type
and stage of education. The majority of students in the scheme are the children of
Vie tnam veterans, most of whom are special rate (Tota ll y and Permanently
Incapacitated) pensioners.
Dependent children of Australian Defence Force members who have been killed or
severely injured were given access to educational guidance and counselling from the
Veterans' Children Education Boards from 1 Januaiy 2001. This resulted from the 1997
Inquiry into Mili tary Compensation Arrangements, however it was necessary to amend
the YEA before the guidance and counselling could be provided.
On 1 January 2001 , eligibility was extended to Vietnam veterans' children who do
not qualify under the usual VCES eligibility requirements, but who are assessed by a
suitably qualified professional as being at risk of harm or injury. This was one of a
series of initiatives introduced in the 2000-01 Federal Budget, in response to the
findings of the Vietnam Veterans' Health Study (see Output 2.2, p.86). In the six
months to 30 June 2001, 16 students gained VCES eligibility under this provision.
\ "/ ... O F VE TER ANS ' AFFA IR S
50
Outcome One Compensation
The Veterans' Children Education Boards in each State met during the year to cons id er
the needs of individual children in regard to additio nal tuition o r special fin ancial
assistance, guidance in vocational choices and educational counselling.
The total number of children benefitin g from the scheme continued to grow during
the yea r. As at 30 June 2001, there were 5 148 students under the scheme. This
represents an increase of 7 per cent over the previo us year. There is a continued
growth in numbers across a ll education levels. This is believed to be the result of a
larger client base overall and an increase in the number of T&PI veterans.
The number of students continuing into tertiaty education continues to grow steadily.
Almost 46 per cent of the children are secondaty students w hile the remainder are
evenly distributed between prima1y and tertiary studies.
Integration of Defence Instruments for VEA benefits
Service in East Timor with Operati on Tanager continued throughout the year to be
determined as warlike service under the VEA. Warlike service is service in the
Australian Defence Force determined as such by the Ministe r for Defence and provides
disability pension and service pension coverage under the VEA . Operation Tanager
comme nced in February 2000 w hen Operations Warden , Faber and Stabilise ceased.
Service pe rsonnel must be attached to the ope ration to b e covered under the VEA.
Visits to an operational area, with the exception of Vietnam , have never been
sufficient to satisfy the criteria fo r VEA coverage.
Th e Department of Defence is preparing Instruments of Allotme nt for a ll East Timo r
operations. The fir st instrument, listing 29 officers from the three services who served
with Operation Faber between Se ptember 1999 and February 2000, was issued by the
Department of Defence in Februaty 2001.
The De partment of Defence provided four new determinati ons of non-warlike service
during the year. Non-warlike service is service in the Australian Defence Force
determined as such by the Minister for Defence. It provides disability pension but
not service pension coverage under the VEA . The instruments issued were fo r:
⢠Operation Plumbob - Guadalcanal and the adjacent waters during the period
8 June 2000 to 24 June 2000 ;
⢠Operation Trek - the Solomon Islands and its territorial sea from 4 November 2000;
⢠Ope ration Husky - Sierra Leone from 15 Jammy 2001 ; and
⢠Ope ration Pomelo - Ethiopia and Eritrea fro m 15 JanuaJy 200 1.
Copies of the four instruments are published in the Consolidated Libra1 y of
Information and Knowledge (CLIK), which is available on the DVA website.
DE P ARTM E N T OF VET E RAN S ' A F FAI R S r-------- -------
51
Outcome One Com pensation
Unidentified conditions
The re was increasing concern during the year about illnesses said to be Gulf War
Sy ndrome o r related to exposure to depleted uranium in the Kosovo peace-keeping
operations. The Repatriation Commission and the Department were able to deal
with the immediate concerns of all those who felt they were suffering from some
undiagnosed or unidentified conditions by applying the provisions of the Veterans'
Entitlements Treatment (Unidentifiable Condition) Determination of 8 December 2000.
This determination is authorised under section 88A(l) of the VEA .
Under the d etermination all medical and dental treatment at hospitals and institutions
ca n be provided in an effort to alleviate symptoms and finally provide a diagnosis. In
the longer term, concerns will be met through the Gulf War Health Study and a report
by a Repatriation Medical Authority exp ert committee on the use of depleted uranium.
GST exemptions
Motor cars
Eligible veterans, including totally and permanently incapacitated recipients, are able
to claim exemption from the GST on the purchase of a motor car and spare parts.
There is no GST exemption availa ble on motor cycles, but T&PI recipients can claim
a rebate from the Repatriation Commission for the amount of GST (see Motor cycles
below). The car or motorcycle must be used for a veteran 's personal transportation.
40 000 kilometre new declaration eligibility
On 15 May 2001 Commissioner of Taxation announced a ruling that will allow people
w ith a disability who meet the eligibility rules, including veterans, to replace a car
GST-free as soon as it reaches 40 000 kilometres. Previously, GST exemption for the
replacement of a car was only available after two years. This ruling w ill particularly
benefit those living in rural and remote areas.
Motor cycles
On 20 March 2001 , the Minister for Veterans' Affairs, Bruce Scott, announced that
T&PI recipients w ho ride motor cycles would become eligible for a rebate from the
Repatriation Commission to cover the cost of the GST on the purchase of their
bikes. At the end of the financial year work continued on making the Parliamentary
Regulation to establish the scheme, w hich w ill operate retrospectively from
1 July 2000.
To maintain parity with the tax system, the motorcycle GST rebate will be availa ble
to T&PI recipients w ho replace the ir bike after two years or 40 000 kilometres,
whichever comes first. This rebate w ill ensure that T&PI motorcycle riders are treated
equally with to their fellow veterans who prefer to use a car.
OF VETERANS' AFFAIRS
52
Special Rate (T&P I) Pension
Outcome One Compensation
During the year the TPI Federatio n lodged a submission raising concern about
the level o f pension paid to recipients of the special rate (T&PI) rate pension.
Of significance were two main issu es:
⢠the treatment of disability pension as inco me unde r the Social Security Act; and
⢠linking the T&PI p ension w ith the Male Total Ave rage Weekly Earnings.
To address these and othe r issues raised in the submissio n the De partment and the
Re patriatio n Commissio n have held exte nsive discussions with the T&PI Federation
and othe r ex-service organisations. These discussions are continuing.
Compensation Claims Processing System
The Co mpensation Claims Processing System (CCPS) continues to be maintained and
updated to refl ect changes to the statements o f principles (SOPs) issued by the
Repatriatio n Medical Autho ri ty (RMA) . Five new versions o f the CCPS medical
knowledge base w e re released during 2000-01. These releases incorpo rated two new
SOP conditions and 15 SOP ame ndments.
Enhancements were made to 79 existing rulebases. These included a simplification o f
the "reasons fo r decision" paragraphs in the 26 incorporated SOP conditions with
alcohol factors.
Several major e nha nceme nts to the CCPS were commenced during the year and will
be completed in the first quarter of 2001-02. The CCPS currently matches disabilities
cl aimed by veterans w ith Statements of Principles by use of the International
Classification of Diseases (ICD) Version 9. The Depa rtment is moving to replace !CD
codes in CCPS with !CD 10 codes. This project will be co mple ted by Septembe r 2001.
The De p artme nt is also revising the reasons fo r decision templates produced by
CC PS fo r decision-ma kers to modify and sign. The aim is to simplify the structure
a nd language. This project w ill be comple ted in October 2001. The third maj o r
enhancement has been the develo pment of a quality assurance targeting tool within
CCPS tha t enables samples of claims based o n vario us criteria to be drawn before
decisi o n , so they can be checked . This tool w ill be ready by August 2001.
From 1 July 2001 , the date of effect of disability and war w idow pensio n adjustme nts
were a ligned with the arrangements fo r income support adjustme nts. Where a pensio n
rate change occurs, the adjustment applies fr om the date of the change rathe r than the
next payday . Systems changes to give effect to this were successfully implemented in
time fo r 1 July 2001 .
In additio n to these enhancements, the Department has b egun planning for an
eventual majo r redevelopment of CCPS. The system, which w as built between 1992
and 1994, has an o utdated mono lithic a rchitecture and its core is writte n in dated
p rogramming language. The system is becoming increasingly difficult and costly to
DEPARTMENT OF VETERANS' AFFAIRS r --------------
53
Outco me One Compens ati o n
maintain. A rewrite of CCPS into a modular architecture with mo re modern
p rogramming languages would facilitate its maintenance and enhancement. It is also
antici pated that a rewrite could achieve significant productivity gains for users and
improve the fl exibility of the system for online government requirements.
Statements of Principles
As at 30 June 2001 the re were 265 SOP titles, a net increase of three conditions on
the previous year. The SOP for chronic solar skin damage was replaced with a SOP
fo r solar keratosis. During the year there were 58 SOP gazettals, comprising six
new SOPs (three conditions), 48 revocations (24 conditions) and four amendments
(two conditio ns).
The Department has continued to sample and analyse claims determined at both th e
p rimary and section 31 review levels to assess the way in which SOPs are applied.
The Decision s Suppo rt Unit produced and distributed six monitoring reports this year.
These repo rts examine the application of specific SOPs and have revealed some
difficulties w ith the diagnosis of certain conditions. The findings have prompted
e nhancements to CCPS , and recommendatio ns for remedial action by State offices .
Support for ex-service organisations
Specialist Medical Review Council activities
The functions of the Specia list Medical Review Council (SMRC) are, on a request that
accords with s196Y or S196Z of the VEA, to review the contents of a Statement of
Principles in respect of a parti cul ar kind of injuty, disease or death, or to review a
decision of the Repatria ti on Medical Authority n ot to determine a Statement of
Principles.
The Minister reappointed Professor Alex Cohen AO as the Convener of the SMRC
until 4 March 2002. The SM RC is independent of the Department of Ve terans' Affairs
but the Secretary is required to provide staffing suppo rt . The SMRC conducted two
reviews into the Statement of Principles for Malignant Neoplasm of the Prostate in
relation to the effe cts of smoking during the financial year. An application for review
of the Statem ents of Principles in respect of Secondary Parkinso nism was withdrawn by the applicant.
The Council's declaration concerning its review of the Statements of Principles for
Ma lignant Neoplasm of the Prostate, Instrument Nos 191 and 192 of 1996 (Prostate)
was expected to be notified in the Commonwealth Notice Gazette during August 2001.
The decision of the Review Council was that it is of the view that there is insufficient
sound medical evidence to justify the amendment of the Statements of Principles to
include a cigarette smoking factor.
0 F V E T ERANS ' A F FA 1 R S
54
Outc o me One Compensation
At the time of w riti ng, the Council 's second review declaration concerning the revie w
of Ma lig nant Neoplasm of the Prostate had n ot bee n gaze tted , but was imminent.
The Co unc il currently has six othe r validly lodged reviews in progress. These are o n
ischaemic heart disease , motor neuron disease, non hodgkin's lymphoma, myeloma,
malignant neo plasm o f the small intestine and hypertension. Ea ch of these c urrent
reviews is at a diffe re nt stage of the revie w process, with Councillor appointments and
hearing administrati ve work being undertake n for the Co uncil's review of Ischaemic
Heart Disease.
The re vi ew of the contents of the Statements of Principles for Ischaemic Heart
Disease is a p articula rl y massive task, involving the compilation and review of some
790 medical scientific articles and seve n volumes of other mate rial that were avail able
to Repatriatio n Medical Au thority whe n it made the State m ents of Principles.
It is anticipated that this review of Ischaemic Heart disease and most of the other
outstanding reviews will be finalised during 2001-02.
Operational Working Party
The De partment consults w ith ESOs o n a wide range of p o licy and procedural issu es
through a number of forums.
In the Compe nsatio n field, the major forum is the Operatio nal Working Party (OWP)
which comprises re presentatives from all the major ESOs. It m eets on a qua1terly b asis
and is designed to provide two-w ay feedback on issues relating to claims and appe als
processing. It has helped to resolve iss ues of concern to ESO s and given the
De partment opportunities to info rm ESOs of current issues.
Electronic Interface Working Party
This working party includes me mbers from a ll major ex-service organisations.
The working party met once during the year to inform m embers of n ew developments
in the De partment in relatio n to electronic tools.
Claims w orkshops
In 2000- 01 ESOs agreed to a Re p atriatio n Commissio n recommendatio n to re place
the annual national w orkshops w ith claims worksho ps held in each State. These
provided a usefu l opportunity fo r deba te on a range of ESO co ncerns with policy o r
p rocedural matters. Senio r offi cers of the Department and, in some cases, membe rs of
the Co mmissio n pa rticipated in the worksho p s.
ESO forums
A gene ral fo rum was held in July 2000 with representatives of the major ESOs,
the Re patriati o n Commissio n and DVA . This covered a w id e range of strategic and
policy issues.
DE P ARTM E NT Of VETERANS'
55
.. ,
Outcome One Com pensation
During the first half of 2000-01 several workshops were held with the T&PI
Federation concerning the level of T&PI benefits. These workshops were aimed at
clarifyi ng the concerns and developing a greater understanding of the issues.
This work led to the T&PI Federation and other ex-service organisations making
submissions to the Minister.
Health resea rch
The Repatriation Commission and DVA are engaged in a number of projects
in vestigating the health of personnel who have had particular service or
experiences, with a view to developing appropriate policies regarding treatment and
compensation. These projects range from the development of nominal rolls for
conflicts o r deployments through to fu ll-scale studies of the health of groups in the
veteran or service population. Significant studies are also being undertaken jointly
with the Department of Defence under the Defence and DVA Links project
(see Outcome 5, p.l14).
World War ll vete rans
During the year, work progressed on the development of a nominal roll of all
Australians who served during World War II. The nominal roll is planned to be
developed on the Internet as a virtual memorial to Australia's WWli service. Further
information about this project can be found in Outcome 3 (p.98).
BCOF veterans
During the year, DVA commissioned a report from the Australian Radiation Protection
and Nuclear Safety Agency (ARPANSA) on the atomic radiation doses received by
Au stralian BCOF veterans who served in the Hiroshima area from 1946. This was in
response to amendments made by the Repatriation Medical Authority to Statements of
Principles containing an atomic radiation factor. The RMA introduced new factors
specifying radiation doses, rather than being in a certain location at a given time as
was previously the case.
The new SOP factors made it necessary for the Department to develop a way of
assessing atomic radiation doses in individual cases. The report from ARPANSA has
provided a scientific basis for making that assessment. Discussions with ESO
representatives on this subject are continuing.
Korean War veteran s
Work continued throughout 2000-01 on the Korean War Veterans Mortality Study.
Data-matching of the Korean War Veterans Nominal Roll against the DVA database,
the National Death Index database and the Austra lian Electoral Roll resulted in a
successful match rate of 88 per cent. Manual examination of some 2000 unmatched
records is now being carried out to further in crease the accura cy of the study .
DEPARTMENT 0 F VE TER AN 5' AFFAIR 5
56
Out c ome One Compensation
In May 2001, following a request from the study's consultative forum , the Minister for
Veterans' Affairs announced that a sep arate study would be conducted into the
incidence of cancer in Korean War veterans . The study involves data-matching the
nominal roll against the Natio nal Cancer Clearing House, which contains detail from
the cancer registri es of all State s and Territories.
Reports fro m both studies are expected to be completed by mid-200 2.
Vietnam veterans
The Vie tnam Veterans' Health Study o ffi cially ended with the publication of three
supplementary reports by the Australian Institute of Health and Welfare. Further
information about the study and initiati ves implemented in response to its findings can
be found in Outcome 2 (p.86).
In May 2001, the Minister for Veterans' Affairs announced that a repeat mortality study
of Vietnam veterans would commence in 2001-02, to foll ow up the results of the
Vietnam Ve terans Mo rtality Study released in 1997 . That report recommended a re peat
study be conducted after 2000, to ensure that mortality rates in Vietnam veterans
continued to be monitored . The mortali ty study will be conducted in consultation with
the vete ran community, with DVA to establish a consultati ve forum to represent the
interests of Vietnam veterans .
A number of stu d ies have now been conducted using the Nominal Ro ll of Vietnam
Veterans .
Compiling a nominal roll is a difficult task and must always be open to review. The
1997 edition of the Nominal Roll of Vietnam Veterans invited additio ns and corrections
from readers. Any variations received are made to the master copy o f the Nominal
Roll o f Vietnam Veterans maintained by the Department. Since 1997 there have been
82 names added to the nominal roll.
Gulf War veterans
Work began in earl y 2000-01 to conduct the Gulf War Veterans Health Study,
foll owing completi on of a nominal roll in April 2000. The study is part of a joint
strategy with the Department of Defe nce to better manage the health of Australian
Defence Force members deployed overseas . It involves medical examinations and
surveys of veterans listed on the nominal roll to develop a detailed picture of their
health. This w ill be compared to the health o f a group of Au stralian Defence Force
membe rs of similar age and gender profil es, w ho did not serve in the Persian Gulf.
The 12-month contact and recruitment phase of the Gulf War Veterans Health Study
began in September 2000. As at 30 June 2001 , 2 453 candidates had agreed to
participate in the study, incl uding some (1 400 Gulf War veterans) . The Department
was seeking to recruit another 100 Gulf War veterans and 450 candidates from the
comparison group, to ensure the va lidity of the study.
DEPAR T MENT OF VETERANS' A F FA I RS !--------------
57
Outco me One Com pensa tion
Th is study has required a substantial administrati ve and coord in ation effort by staff at
OVA. It appears to be heading towards a successfu l conclusion , with the medi ca l
examinations set to be completed by the end of November 2001.
F-111 DeseaVReseal Health Study
A RAAF Board of Inquiry into F-111 (fuel tank) deseal/reseal and spray seal programs
presented its re port to the Chief of Air Force in late 2000-01. Concurrent w ith the
work o f the Board, DVA was commissioned by the Department of Defence to
undertake a h ealth study of pe rsonnel involved in the deseal/ reseal programs, to
d etermine the range and extent of possible health effects.
A database of those individuals exposed to chemicals as part o f their employment o n
F-1 11 fu el tank deseal/reseal programs has been developed. This forms the basis for
the health study. The Department has established a Scientific Advisory Committee to
oversee the scientific aspects of the study. A Consultative Forum has al so been set up
to fac ilitate communication between the maintenance personnel, the committee, DVA,
the RAAF and the Department of Defence.
The study is being undertaken by an independe nt scientific o rganisation. It is expected
that individual medical examinations associated with the study w ill proceed ea rl y in
2002. Due to the nature of the health study, any findings are unlikely to be fin al ised
until the following year.
Atomic test participants
Under the Defence Links project, DVA is undertaking a cancer and mortality study
of Australian participants in the British atomic testing program , o n behalf of the
Department o f Defence. A preliminmy nominal roll of p articipants in the atomic tests
at Mo nte Bello, Ma ralinga and Emu Field during the 1950s and 1960s was completed
in June 2001 and is available on the DVA we bsite at www_dva_gov.au. The roll was
expected to be available for purchase by the public in Au gust 200 1. Wo rk o n editing
and completing the detail o n th is roll in response to calls being received o n a specia ll y
set- up hotline is continuing. Planning for the ca ncer incide nce and mortality study of
parti cipants is now under way.
During the latter half of the year, various allegati ons were raised in the media
concerning breaches of safety precautions for personnel involved in the British Ato mic
Tests conducted in the 1950s and 1960s in Australia. The a ll egations were to the effect
that documentati on of the time indicated that Australians were used as "guinea pigs"
and deliberate ly exposed to radiation . The Department conducted some research into
the a llegations and provided advice to the Government.
.",': â¢â¢ D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
58
East Timor veterans
Outcome One Compensation
In 2001 , the Department of Defence advised that it had almost completed assembling
the information that DVA requires to compile a nominal roll on the East Timor
deployment. While the roll cannot be completed until the end of Au stralia's
involvement in East Timor, it was expected that by the end of August 2001 all
Austra lian Defence Force personnel w ho have completed a term of duty in East Timor
up to that time would be listed. The roll w ill be regularly updated from then o n.
2001-02 Budget initiatives
Several initiatives were announced in the May 2001 budget affecting DVA
compensation recipients. These were:
Payment of $25 000 to former PoWs of Japan
This initiative makes a $25 000 payment to certain people h eld by the Japanese during
World War II . Two legislative elements were entailed in providing for this payment:
⢠the Co mpensation Uapanese Internment) A ct 2001 which received royal assent on
25 May 2001 ; and
⢠the Veterans ' Entitlements (Compensation- j apanese Internment) Regulations 2001 ,
which were gazetted on 31 May 2001.
Together, the Act and the regulation provide for payment to a person who was alive
on 1 January 2001, and w ho was:
⢠an Au stralian veteran held prisoner of war by the Japanese between
7 December 1941 and 29 October 1945; or
⢠a civilian who was interned by the Japanese between 7 December 1941 and
29 October 1945, w ho was immediately before their internment domiciled in
Australia; or
⢠the w idow or w idower of a veteran or civilian described above.
The legislation also provides for a payment to the estate of an eligible person w ho
died on or after 1 January 200 1.
On 14 June 2001 , some 4 500 people who could b e identified from DVA records w ere
paid by direct bank transfer. By 30 June 2001, the number paid had risen to 4 925.
Further payments continue to be processed.
Restoration of war widows' pensions
This initiative allows former war widows, who relinquished their pensions wh en
they re-married prior to 29 May 1984, to apply to have the ir pensions restored. The
comme ncement date for restored p ensions is intended to be 1 January 2002.
Am endments to the Vetera ns' Entitlements Act 1986 to provide this b enefit w ere
contained in the Veterans Affairs Legislation Amendment (2001 Budget Measures)
DEPARTMENT OF VETERANS' AFFAIRS !---------------
59
Ou t c ome One
Co mpensation
Bill 2001 which was introduced into the Parliament on 28 June 2001. Subject to the
passage of legislation, eligible war widows were encouraged to register their details
w ith the Department in order to receive an application form.
Business improvement
Reviews by Administrative Appeals Tribunal
In order to maintain consistency in representation throughout Australia, the
Department has created an Administrative Review Advisory Team within the Disability
Compensation Branch in National Office. The role of the team is to:
⢠provide policy advice to the advocates as the need arises;
⢠analyse decisions by the Administrative Appeals Tribunal;
⢠maintain statistical records of operations of the Department in the Administrative
Appeals Tribunal;
⢠provide administrative support for the States; and
⢠provide a secretariat for the Merits Review Committee.
A major project within the team is to provide assistance to the State advocacy teams in
the introduction of a useful database to provide statistical information and a case
management function. The introduction of a database in each State should be
completed by the end of 2001.
Benchmarking
A major benchmarking exercise was undertaken of claims processing under the
VEA and claims management under the Milita1y Compensation and Rehabilitation
Service . The Prime Minister required this benchmarking exercise as part of his
approval to the transfer of the MCRS from the Department of Defence to OVA in
December 1999. The exercise was folded into the department-wide output pricing
review during 2000-01 (see Support Services, p.135). The contractor Acumen Alliance
undertook this exercise.
The benchmarking involved comparisons with the workers' compensation claims
management by Comcare, Telstra and South Australian WorkCover. The results showed
that, in terms of unit cost the management of claims was generally comparable with
the processing in the other agencies.
Section 31 Reviews
Under section 31 of the VEA a delegate of the Repatriation Commission can review
a primary decision in certain circ*mstances, particularly where a decision is the subject
o f an application to the Ve terans' Review Board (VRB) or the claimant has not
exhausted their right of appeal.
:, : ⢠.. D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
60
Outcome One Compen sa tion
Section 31 review offi cers "screen" all incoming VRB a pplications as a quality
assurance measure. The review officer may vary the primary decision at this p o int.
If the review officer declines to inte rvene at this stage, then the applicant may make a
specific re quest fo r review, including submitting additional evid ence, before the matte r
is heard b y the VRB. This process has bee n working well.
In 2000-01 some 4 200 section 31 reviews w ere undertaken, compared to 5 400
the previo us year. This fig ure re presents specific requests for review, regardless o f
outcome, and cases where interventio n has occurred upon screening, but excludes
cases w here the delegate declines to intervene upon screening. Most of the cases
w here the primary decision is varied w ould be as a result of the submissio n of new
evidence.
The reducti o n in the number of reviews conducted in 2000-01 reflects an
improvement in the quality of prima ty claims received, bette r primary decision-making
and reduced numbers of primary cl aims and VRB applicati ons lodged.
Output 1.4 - Housing Support
Objective
Provide financial assistance through the Defence Service Home Loans Scheme.
The sub-program is managed by the Health Divis ion and recognises the impact of
housing circ*mstances o n the general health and well-being of the veteran community
and in particula r the elde rly.
Description
The Defence Se rvice Homes (DSH) Scheme provides fi nancial benefits in recognition
of the contribution of men and women w ho have serve d Australia in either wartime
o r peacetime. Benefits under the DSH Scheme are available to e ligible p ersons whose
first defence service began before 15 Ma y 1985 and include h ousing loan interest
subsidies, comprehensive home owners' insurance cover at competitive rates and
home contents insurance.
DSH loans are available through Westpac Banking Corporatio n, including the Bank
of Melbourne in Victoria and the Challenge Bank in Western Australia. Under an
agreement between the Commonwealth Government and Westpac, the Government
subsidises the bank for low-inte rest loans it provides under the scheme.
The maximum loan available under the DSH Scheme is $25 000 repayable over 25 years.
The maximum interest rate is capped at 6.85 p er cent per annum fo r the term of the
loan and veterans are guaranteed an inte rest rate 1. 5 p e r cent below market rates.
DEPARTM E NT OF V ET ERANS' AFFAIRS !----------------
61
Outcom e One Com pensatio n
Building insurance is available through the Defence Service Homes Insurance (DSHI)
Sc heme to eligible persons as defined in the Seroice Homes Act 1918 and in
th e Veterans ' Entitlements Act 1986. This benefit is also available to those who are
assisted under the Defence Force (Home Loans Assistance) Act 1990 (Defence Home
Owne r Scheme) administered by the Department of Defence. DSH contents insurance,
w hi ch is underwritten by QBE Mercantile Mutual, is also available to veterans and the
service community.
Issues such as safety and security within the home and the suitability of the
home directly impact on the capacity of the elderly to maintain independent li ving
standards, where their prime need is accommodation, not care. These issues are
examined within this output in the broader housing context, so that alternatives to
more costly institutional care can be considered in the development of policy. In
keeping with this framework, the Home Support Loan was introduced to provide
low-interest loans of up to $10 000 for larger home modifications for eligible veterans
a nd their widows/widowers. These loans would complement the HomeFront
program (see p.64).
Defence Service Home Loans
For the year 2000-01 , the interest subsidy payment was less than budgeted. This was
attributable to two factors:
⢠the DSH benchmark interest rate, which is an average of home mortgage interest
rates in the wider community; and
⢠the number of DSH home loan accounts.
For most of 2000-01 , home mo rtgage rates were lower than anticipated. In keeping
w ith expectations, the number of DSH loans accounts reduced to 63 468 which is a
decrease of six per cent on the previous year. The 2001-02 appropriation for interest
subsidy payments has been reduced in line with these factors.
During the year, 4 110 people applied for Certificates of Entitl ement to obtain DSH
inte rest-subsided loans. This year's applications represent an 18 per cent decrease on
the previous year. There were 3 817 certificates issued, of which 460 were for
Additional Advances, which provide loans for home repairs and maintenance to
existing DSH borrowers who have not borrowed the maximum loan amount. Ninety
six per cent of this year's certificates were issued within 21 days of receipt of
application, exceeding the performance indicator of 95 per cent.
Eligibility for DSH loan benefits was extended to merchant mariners serving on HMAS
Boonaroo and HMAS j eparit from 1 ]anua1y 2001.
⢠1.'·.'- ---------------1 D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
62
Home Support Loan
Outcome One Compensat i on
The Defence Service Homes Act 1918 was amended to a ll ow Australian financial
institutions to provide funding for the Home Support Loan (HSL). Expressions of
interest were sought for financing the HSL to obtain the best financial outcomes for
veterans and their widows/ widowers. The successful te ndere r was Westpac, with
which the Department is curre ntly negotiating implementation details. By the end of
2000-01 , 1 020 veterans and w idows/ widowers had registered interest in the HSL.
All wi ll be advised when the HSL is avai lable.
Systems redevelopment
The processing environment of the Client Eligibility and Loans System (CELS) was
upgraded to comply with IT standards. A new CELS mo dule for security substitution
was developed. Other work focussed on examining the impact of the Home Support
Loan o n the CELS application fo r the processing of data information.
DSH Insurance Scheme
DSH Insurance provides home building insurance. The agency agreement with QBE
Mercantile Mutual to provide contents insurance for DSH clie nts continues.
As at 30 June 2001 , the total number of building insurance clients was 11 4 369,
compared with 118 430 at the end of the previous year, and there were 40 217
contents p olicies in place compared to 39 733 last year.
The operating result for the year was a profit of $2.6 million compared to $4 million
last year, w hi le n et tangible assets had risen to $36.19 million as at 30 June . Gross
premium income fe ll from $24 million in 1999-2000 to $22.1 million in 2000-01.
An initiative in 1999-2000 to provide security door viewers to DSH insurance clie nts
resulted in 40 000 being sent to p olicyholders. This year the commitment to the
veteran community was continued by making domestic first aid kits available on
policy renewals from May 2001. By the end of June 2001 , approximately 4 400
domestic fir st aiel kits hac! been distributed.
DSH Insurance hac! an acceptance rate on renewals of 96.3 per cent during 2000-01.
The level of retention of existing cli ents is well above industry averages and indicates
a high degree of sa ti sfaction with the DSH Insurance product.
DSH Insurance processing targets and their respective achievement rates (in brackets)
were:
⢠80 per cent of claims settled w ithin three m onths, (83.6 pe r cent); and
⢠95 per cent of claims settled within six months, (93.9 per cent).
DEPARTMENT OF V E T ERANS' AF F AIRS !---------------
63
Outcome One C ompensatio n
As a continuing evalu a ti on of activity, DSH Insurance undertakes regular sample
surveys of settled claims for qua li ty assurance and fraud control. The number of clients
surveyed was 629 and no cases of fraud were identified. In response to these surveys
an overw he lming percentage of clients commented on the fri end ly, courteous and
efficient service they received from DSH Insurance.
GST and Systems redevelopment
The DSH Insurance systems and processes have been successfully updated to
in corporate the necessary changes for the implementation of A New Tax System (Goods
and Services Tax) Act 1999.
Austra li an Tax Office rulings and changes are being monitored to ensure DSH
Insurance remains compliant with GST requirements. A GST post-implementation
review was conducted in June 2001 and is due to rep ort in September 2001.
Veterans' Home Maintenance Helpline and HomeFront
These programs aim to assist members of the veteran community to remain living
independently in their own homes for as long as possible. Veterans ' Home
Ma intenance Helpline provides access to q uality tradespersons to undertake necessary
home improvements or maintenance work. HomeFront provides a free annual home
assessment to identify potential fa lls and accident hazards. Assistance is then provided
to organise tradespeople to install recommended aids and appliances such as grab rails
and to carry o ut minor home modifications that w ill eliminate the risk of a fall or
accident. The Department provides some financial support for these items and their
insta llation. While in the home, a trained assessor will also assess the need fo r home
o r community support services that w ill assist the veteran or war widow/ w idower to
remain living in their h ome. Both programs are available o n the same toll free number
1800 80 1945.
The number of telepho ne calls for assistance fo r both services increased by
60 per cent in 2000-01. The Helpline received 38 178 calls, resulting in 10 137 home
ma intenance cases and 6 013 HomeFront cases. Regular quality assurance surveys
have shown that more than 97 per cent of Helpline users are satisfied with the service.
Changes have been made to the HomeFront program by the provid er, Worldcare
Assist, to further improve the service. These include:
⢠improved rep orting ;
⢠introduction of a case management system; and
⢠expansion of the assessor and tradeperson n etwork.
D E P A R T M E N T 0 F V E T E R A N 5 ' A F F A I R 5
64
Outcome Two Health
Ladies of the Red Cross Society
during World War I distributing
comforts to wounded men at
No 4 AGH (Randwick Military
Hospital, later known as
the Prince of Wales Hospital).
[AWM Hl6 130)
O u t come Two
Health
OUTCOME 2- HEAlTH
Eligible ve terans, their w ar wi dows/widowers and dependants have
access to health and other care serv ices that promote and maintain
se l f - sufficiency, we ll-being and quality of life.
Description
This outcome is achieved by:
⢠planning;
⢠arranging; and
⢠monitoring and evaluating
th e provision of quality and cost effective health care, counselling and community
support services.
The health program provides eligible members of the veteran community with access
to health care services through arrangements with registered health care practitioners
and public and private hospitals.
Eligible veterans and dependants are issued with cards that reflect their level of health
ca re coverage. These cards are:
⢠the Repatriation Health Card - For All Conditions (Gold Card). The Gold Card is
issued to Australian veterans, war widows/ widowers and dependants w ho, under
the VEA , are entitled to the full range of health care services funded b y DVA.
Entitled veterans include veterans of World War I, veterans of World War II w ho
have qualifying service from that conflict and are aged 70 years and over, veterans
receiving the disability pension at or above 100 per cent of the general rate,
veterans receiving disability pension at or above 50 per cent of the general rate
plus any amount of service pension, service pensioners who satisfy the treatment benefits eligibility test and former prisoners of war.
⢠the Repatriation Health Card - For Specific Conditions (White Carel). The White
Card provides access to the fu ll range of services funded by DVA for all disabilities
and illnesses accepted as service-related and to treatment under the special
arrangements that exist for Australian veterans suffering from malignant neoplasia ,
pulmonary tuberculosis or posttraumatic stress disorder. It also provides access
to treatment for Vietnam veterans diagnosed with clinical depression or severe
anxiety disorders and to Gulf War veterans suffering from unusual or difficult to
diagnose conditions.
O f VE TER ANS' AFFAI R S
66
Strategies
Outco me Two Heal th
The follow in g strategies assist the Department to meet the objectives of Outcome 2:
⢠Constantly review the needs of the veteran community in light o f emerging trends
in the wider community;
⢠Review the range of services offered to ensure that they meet the changing needs
of the veteran community;
⢠En hance and encourage the use of strategies for healthy living for the veteran
community;
⢠Facilitate access to services through streamlining administrative procedures;
⢠Ensure that the veteran community has access to a vari ety o f services to fa cil itate
their choice of lifestyle; and
⢠Ensure equality of service for all e ligible veterans.
Table 7: Outcome 2 resources summary
Administered Expenses
(including third party outputs)
Total Administered Expenses
Price of departmental outputs
Output Group 2.1 (Arrangements for delivery of serv ic es)
Output Group 2.2 (Provide counsel li ng and referral services for Vietnam and other veterans and their famili es)
Attribution of Output Group 6
Total Price of Outputs
Revenue from Government (Appropriation) for departmental outputs
Revenue from other Sources
Total price of outputs
TOTAL FOR OUTCOME 2
( Total Price of Outputs and Administered E::xpenses)
Staff years (number)
Budget
2000-2001 $'000
2 927 675
65 069
9 129
9 599
83 797
83 098
699
83 797
3 011 472
Actual
2000-200 1
619
Actual Expenses 2000-2001 $'000
2 900 193
58 169
9 241
8 871
76 281
75 410
871
76 281
2 976 474
Estimate 2001-2002
599
Variation $'000
-27 482
-6 900
112
-728
-7 516
-7 688
172
-7 516
-34 998
Budget 2001 -2002 $'000
3 104 970
71 802
8 004
8 471
88 277
87 722
555
88 277
3 193 247
DEPARTMENT OF V ETERANS ' AFFAIRS f----------------
67
Outcome Two Health
Output 2.1 Arrangements for delivery of services
Objective:
To provide quality, cost-effective health care and support services.
Description :
The health needs of the veteran community are met through:
⢠developing strategic directions in aged care for the veteran community and
continuing to define OVA's role in ensuring veterans' aged care needs are met in a
changing health and aged care environment;
⢠providing effective management of OVA's community support and residential care
programs, including development and review of policy and operational guidelines
and procedures, and assessment of program effectiveness; and
⢠providing access to medical, hospital and allied health care services for entitled
beneficiaries through arrangements with hospitals and health care providers in both
the private and public sectors.
Hospitals
The Repatriation Private Patient Scheme (RPPS) provides eligible veterans and war
widows/ widowers with the same opportunities as other members of the conununity to
obtain hospital care closer to their homes. The RPPS has three tie rs:
Ti er 1 - eligible members of the veteran community can receive free treatment at
public hospitals, former Repatriation General Hospitals or selected Veteran Partnering
p ri vate hospitals as private patients in a shared ward and with their own doctor.
Admission to a Tier 1 hospital does not require prior approval from the Department.
Ti er 2 - contracted private hospitals, other than Veteran Partnering hospitals, provide
ca re when treatment cannot be provided within an appropriate time, or the service
required is not ava ilable in a Tier 1 hospital. Admission to a second tier hospital
requires prior approva l from the Department.
Ti er 3 - non-contracted private hospitals. Prior approval is required from the
De pa rtment before a veteran is admitted to a non-contracted private hospital and this
is given only when th e service is not available at a Tier 1 or Tier 2 hospital.
In an emerge ncy, a repatriation patient can be admitted to the nearest hospital, public
o r private, w ithout reference to the Department, but the patient's treating doctor
sho uld notify the Department of the admission at the ea rliest opportunity.
'⢠"----------------/DEPA R TMEN T OF V ET E RANS ' AFFA I R S
68
Table 8: Number of contracted private hospitals and day surgery centres
NSW Victoria · Qu een sla nd SA WA Ta sm ani a
174 108 66 50 3 12
Veteran partnering
Outcome Two Hea l th
Total
413
In June 1999, the Repatriation Commission announced new arrangements to improve
the availability and delive1y of private hospital service to e ligible veterans and war
widows/ w idowers. An open tender process w as undertake n to contract a number of
private hospitals that demonstrated high quality and efficient service provision.
Under these veteran p artnering arrangements, successful tenderers are classified as
Tier 1 hospita ls, removing the requirement fo r prior approval from the Department.
In exchange , they are required to deliver quality hospital services at competitive rates,
provide e nhanced management information and demonstrate an affinity for members
of the veteran community, including a willingness to deve lop meaningful relations
with ex-service organisations.
These arrangements are being introduced on a State-by-State b asis and were
successfully completed in Victoria , Tasmania and South Australia in 1999-2000. In
2000-01 , the Department finalised this process in ew South Wales, the Australian
Capital Te rritory and Queensland fo r non-metropolitan areas. Work has commenced
on conducting a similar process for non-metropolitan areas of Western Australia.
Direct purchasing of public hospital services
All States and Territories have entered into long-term arrangements with the
Repatriation Commission for the timely provision of quality treatment by public
hospitals. During the year, the Department worked w ith State and Territory health
organisatio ns to further improve these arrangements in terms of data quali ty and
pri cin g and to develop longer-te rm casemix payment arrangements. At the end of
2000-01 , the new casemix arrangements w ere nearing fin alisation in Queensland
and Tasmania .
Hospital monitoring systems Priva te Hospital expenditure is monitored using the Casemix Hospital Utilisation
and Monitoring System (CHUMS) . The data assist the Department in reviewing
changes in treatment practices and associated costs fo r veterans in private hospitals.
This info rmation underpins the negotiation of contracts w ith private and public secto r
hospitals and the monitoring of the standard of care provided to veterans. In 2000-01 ,
CHUMS was transferred into the De partmental Managem ent Information Sys tem
(DMIS) , a data w arehouse that w ill also incorporate information from other systems
to better manage the coordination of repatriation health services.
D E P ARTME N T Of VETERANS' AF F AIR S !----------------
69
Outcome Two Heal t h
The Department has also commenced w ork on the Hospital Reconciliatio n System
(HOTSPUR). Similar to CHUMS, this system will be used to assist with the
reconciliatio n of public hospital data and to monitor public hospital separations.
The Department has been focusing on the cost of the significant groups of treatment
to identify reasons fo r variations in cost and length of stay across hospitals and across
States. This provides a better understanding of the treatment veterans are receiving in
private and public hospitals, as well as identifying areas of potential savings. The
casemix da ta has been used to support the introduction of the veteran p artnering
arrangements and in public hospital nego tiati on s.
Pharmacy The Repatriation Pharmaceutical Benefits Scheme (RPB S) was founded 80 years ago to
provide prescription medicines to veterans after World War I. Today, it is an integral
part of OVA 's health program , providing eligible veterans and war widows/ widowers
w ith access to a wider range of drugs and medicinal p roducts than is available to the
general community. In 2000- 01 , the Department spent more than $3 25 million on
pharmaceuticals, encompassing more than 13 million prescriptions.
The RPBS is overseen by the Repatriation Pharmaceutical Refe rence Committee
(RPRC), an exp ert committee comprising nominees of peak Australian medical and
pharmaceutical associations, the Returned and Services League o f Australia and the
Department. Its prima1y role is to provide advice to the Repatriatio n Commission and
the Minister concerning the range of pharmaceuticals and dressings that should be
availa bl e to e ligible veterans under the scheme. During 2000-01, the committee made
out-of-session recomme ndations to ensure the safe and effective use of 714 items.
Quality Use of Medicines
The Department's Quali ty Use of Medicines program has continued to encourage best
p ractice in the prescribing, dispensing and use of veterans' medications, through a
series of programs working w ith prescribers, pharmacists and patients.
Prescriber Intervention and Feedback Program
The Department continued its successful Prescriber Intervention and Feedback
program during 2000-01. Under this program, the Repatriation Pharmaceutical Benefits
Scheme (RPBS) prescription database is analysed to identify veterans at ri sk of
medication-related adve rse events. Veterans' Local Medical Officers (LMOs) are then
notified if any of their veteran patients m ay have a problem which requires
inte rvention .
To date, 10 s uccessful clinical modules have been conducted to date. These have been
polypharmacy 1999, drug interacti o ns , drugs in the elderly, acid suppressive drugs,
po lypharmacy 2000, benzodiazepines, warfa rin, therapeutic dup li cati o n , polypharmacy
200 1 and congestive heart failure.
D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
70
Outcome Two Hea lth
The congestive heart failure model is the first to target a disease state and has taken
a primarily educational approach , both for LMOs and veterans, rather than an
interventionist approach . Further modules targeting disease states are planned.
The first eight of these modules have resulted in more than 87 300 veterans being
identified fo r individual feedback and more than 40 200 inte rvention letters distributed
to LMOs.
The results of the polypharmacy 1999 and drug interactions modules w ere presented to
a Na tional Med icines Symposium held in August 2000 by the National Prescribing
Service/Pharmaceutical Health and Rational Use of Medicines (PHARM) Committee.
An article detailing the program and its results w ill also be published in a peer
reviewed journal.
Overall, significant reductions have been fo und in the number of patients identified as
polypharmic foll owing intervention. Resp o nses to the survey included with each
module indicate that the majority of prescribers think the program is useful and are
taking action with their pati ents as a result of the feedback.
Based on evidence presented in medical literature, it is estimated that in 1999, 1612
hospitalisations were prevented by prescriber intervention instigated by feedback from
the Department. For this same period , the program is estimated to have saved about $8
million thro ugh reductions in medication costs and ancilla1y health care.
Medication reviews
Medication reviews are critical reviews of all prescribed , over-the-counter and
complementa1y medications a veteran may be taking, with the view to o ptimising
therapy and minimising medication-related problems . Medication reviews can be
pe rformed by an LMO o r by a DVA registered accredited pharmacist upon refe rral
by an LMO .
Gold Card holders are eligible for a medication review, w hil e White Card holders
are eligible whe re the review relates to an accepted disability, malignant neoplasia ,
pulmona1y tuberculosis or posttraumatic stress disorder and DVA has accepted a claim
for treatment of these conditio ns. Veterans from oth er countries are not eligible fo r a
medication review. Generally reviews are only conducted once in a 12-month period.
However, prior approval arrangements exist to allow further reviews to be undertaken
in clinica ll y justified circ*mstances .
During 2000- 01, a total of 6 137 medication reviews were p erformed.
MediWise
The MediWise kit, originally launched in 1991 and revised in 1997, was revised again
in 2000 . The latest version was launched by the Minister for Veterans' Affairs , Bruce
Scott, on 19 October 2000 and now includes a video featuring the well known
DEPARTMENT OF VETERANS" AFFAIRS f----------------
71
Outco me Two Health
te levision gardening personality, Peter Cundall. The kit is designed to fa cilitate a
workshop to assist and educate veterans and war widows/widowers to use their
medications w isely. Designed to be presented by a pharmacist, the kit includes vario us
audio-visual resources as well as a MediList and Health Record card now incorporating
"Q uestions for my Doctor and Pharmacist".
State office pharmacists conducted numerous MediWise presentations during 2000- 01 ,
to the benefit of hundre ds of veterans.
Rural and remote
The Department has continued to provide financial assistance to pharmacists in rural
and remote Australia, to help meet the cost of gaining professional accreditation to
conduct medication reviews. This will make the medica ti on review service more
accessible to veterans in rural areas. This assistance is facilitated by the Rural and
Isolated Pharmacists' Association of Australia.
Con nected Health, Education and Support System (CHESS)
The Department is funding a tri al by researchers from the Alfred Hospital in
Me lbourne , to evaluate an intensive, integrated health management system fo r veterans
and war widows/ widowers with chronic obstructive pulmonary disease (COPD).
It is expected that about 140 veteran and war widows/ widowers will take part in the
tri al , which commenced in January 2000 and will run until Januaty 2003. Expected
benefits fr om the trial include improved management of veterans with COPD and
improved veteran well-being.
Dose Administration Aids (DAA)
Professor Roberts from Queensland University has been engaged to conduct a trial
on Dose Administration Aids to characterise those veterans w ho are likely to most
need and benefit from DAAs. The trial will also evaluate the optimal us e and benefits
of DAAs. The recruitment phase of the trial is complete and data coll ection is undetway. The tri al is being conducted over the period of o ne year and results are
expected in 2002.
VAPAC
The Veterans ' Affairs Pharmaceutical Approvals Centre (VAPAC) became fully
operational at the beginning of the year. VAPAC provid es a national 24-hour-a-day
service to medical practitioners seeking approval for parti cular d ru g treatment under
the Re patriation Pharmaceutical Benefits Scheme. In 2000-01, more than 335 000
requests were processed by the centre. The majority of these were processed over the
te lephone. During most months, VAPAC met its standard of answering 95 per cent of
all te lephone calls within 30 seconds.
'"·â¢·----------------! D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
72
Medical
Repatriation Comprehensive Care Scheme (RCCS)
Outcome Two Hea lth
A number of initiatives have been implemented under the Memorandum of
Understanding (MoU) between the Repatriation Commission and the Australian
Medical Association (AMA) fo r services to the veteran community. The MoU represents
a unique plan for the care and treatment of veterans and other eligible persons in
recognition of their contribution to the nati on in times of conflict, and is effective
fo r three years from 13 December 1999.
Progress o n the MoU initiatives to enhance the Repatriation Comprehensive Care
Scheme (RCCS) includes:
⢠funding for Local Medical Officer education - three packages have been proposed
and accepted by a steering committee. The topics cover Mental Health Ca re
Planning for Veterans, Skin Care in Veterans, and Self-Management of Chronic
Disease. Contracts are curre ntly being drawn up to develop these packages;
⢠development of proposals to encourage general practitio ners to undertake minor
surgety in their rooms. Further analysis of this initiative was undertaken during
2000-01 and found that most LMOs already provide this setvice. It was decided to
refocus this initiative o n the provision of further education for LMOs, specifically
linking to a package already available through the WA Divisions of General
Practice. This initiative has now been incorporated in the Skin Care in Veterans
package under LMO education;
⢠the introduction of a medication review fee for in-surgery reviews and for reviews
conducted in a patient's home or in an institution. This initiative was introduced on
3 April 2000, and the take-up rate by LMOs has been encouraging; and
⢠an increase in payments to general practitioners treating veteran patients in rural
public hospitals. The increase will achieve parity with rates paid for public patients
under State government arrangements at those hospitals, where the State hospital
payments exceed 100 per cent of the Commonwealth Medical Benefits Schedule
(CMBS) fee. An analysis of each State 's arrangement was undertaken and an
additio nal loading of 10 per cent for CMBS setvices provided at identified rural
public hospitals has been accepted by the AMA. The new payments will take effect
in September 2001.
Health Care Planning
The Department has now collected all remaining data in relation to the Effectiveness
of Health Care Planning Evaluation Trial. DVA has entered into an arrangement with the National Ce ntre of Epidemiology and Public Health at the Australian ational
University, to undertake an evaluation of the trial data.
DEPAR T MENT OF VET ERAN S' AFFA IR S f---------------
73
Outcome Two Health
Commu n ity Nursing
The Department implemented new community nursing arrangements on 1 May 2001.
The new arrangements are an enhancement of the previous community nursi ng
arrangements imp lemented on 4 May 1998.
The new arrangements include the imp lem entation of a revised schedule of fees,
based on an independent review of the costs associated w ith the provision of
community nursing services conducted by Health Outcomes International (HOI).
Under the revised schedule of fees, the Department compensates comm unity nursing
providers for all of the costs associated with the provision of community nursing
services to veterans and war widows/ widowers.
In reviewing the schedule of fees, Health Outcomes International also examined the
provision of funding to exception al cases. HOI's recommendations, along w ith the
o utcomes of an administrative review by the Department, led to the development of a
new exceptional case management process. The new process w as implemented as part
of the new community nursing arrangements. As a result, funding for community
nursing providers to de liver care to exceptio nal cases is now based on the actu al care
needs of the individual veteran or war widow/ widower.
The random independent audit process for providers, undertaken during 1999- 2000,
has been extended under the new community nursing arrangements. Cli nical audits
have been introduced where required to supplement compliance audits. While the
com pliance audits are based on documentary evidence and system reviews, the
cl ini ca l audits are based on the observation and assessment of the actu al care being
provided to a veteran o r war widow/ widower.
As of June 200 1, 277 compliance audits had been unden aken. Of the providers
audited , 77 p er cent were found to be complying w ith their contractual arrangement.
The remaining 23 per cent were either scheduled to undergo a reaudit or had
undergone a reaudit after taking remedial action .
Allied health services
The Department arranges access to allied health se1vices for entitled benefi ciaries
through arrangements w ith health care p roviders in both the private and public
secto rs. The allied health se1vices provided are physiotherapy, chirop ractic,
osteopathy, p sychology, optometric se1v ices and supp lies, dietary se1vices,
occupational therapy, social work, speech p athology, podiat1y , m edical grade fo otwear
and orthomechanical services and p rocedures.
Du ring 2000-01, the Dep artment continued its initiative to simplify its administrati ve
arrangements for allied health providers through the reduction of prior financial
authorisation. Accordingly, from 1 July 2001, dietitians are no longer required to
obtain prior approval from the Department before providing the majority of d ietary
; ... D E P A R T M E N T 0 F V E T E R A N 5 " A F F A I R 5
74
Outcome Two Hea lth
services to veterans. Similar arrangements w ill be in place for psychologists from
1 October 2001. Social work is the only allied health service still to have arrangements
introduced to reduce prior approval and the Department anticipates that this will
occur during 2001-02.
As the Department reduces the need for health care providers to obtain p rior
approval, its focus is shifting to post-payment monitoring.
The second phase of the reduction of fi nancial aurhorisation project will involve the
refineme nt of contractual arrangements w ith all allied health providers. This was clue
to begin in July 200 1 for psychologists, dietitians, optometrists and optical dispensers
and w ill extend to other groups during 2001-02.
During 2001, the Department conducted a joint tender process with the Department
of Defence to expand and upgrade the range of spectacle frames for eligible veterans
and ADF personnel. The DVA Optical Advisory Group, comprising optical industry
experts, assisted in compiling the new range.
The Department expects to im p lement the new range of frames o n 1 October 2001 .
Dental Services
The Department conducted a review of dental services during 2000-01 to align its
dental schedule with industry standards and simplify administrative arrangements for
dental providers.
The Department expects to implement these changes during 2001-02.
Rehabilitation Appliances Program
The Rehabilitation Appliances Program (RAP) provides eligible veterans and war
widows/ w idowers w ith access to aids and appliances to help minimise the impact
of disabilities and to assist individuals to care for themselves and undertake daily
activities.
Th e program provides safe and appropriate equipment:
⢠according to assessed clinical need;
⢠in an efficient and timely manner; and
⢠as part of the overall management of an individual's health care.
Cu rrently, to tal RAP expenditure exceeds $50m and it is likely that the growth w ill
continue for some time. The veteran population is ageing and reliance on aids and
appliances is increasing. Administration of the RAP is complex, involving the
distribution of a large and diverse range of rehabilitation aids and appliances to the
veteran community, ranging from small low-cost items, including consumable items,
to expensive capital items. Some of these items may be required for a relatively short
period of time, while others may be used indefinitely by the veteran.
DEPARTMENT OF V ETERANS ' A FFA I RS !---------------
75
O ut co me Two
Health
A market analysis of rehabilitation aids and appliances and medical grade fo otwear
was conducted in 2000. The rep ort made a number of recommendatio ns for improving
the structure and administration of RAP, including the possibility of national contracts
for the supply of RAP items.
Sin ce the completion of that repo rt the re has been detailed analysis of the
Department's ability to implement a na ti o nal approach for procuring RAP items and
of the information technology requirements to underpin the administration of RAP.
As part of the Department's commitment to improve the effe ctiveness of the
administration and service delivery of RAP, a number of reforms are planned.
These will involve improvements in the RAP Schedule and associated guidelines, the
development of a system to suppon the administration of RAP, a national approach
to the education of prescribers and sman er procurement options.
As part of the RAP reform process, the Department is seeking to introduce new supply
arrangeme nts through the tendering of RAP products and services. Th ese new supply
arrangements are designed to:
⢠e nsure that the veteran community's clinical needs fo r rehabilitation aids and
applian ces are satisfied;
⢠achieve greater consistency across States in the delivery and management of RAP
services, with consequent improvement in access and equity for the veteran
community;
⢠achieve the best possible value for money in the provision of the IW" services;
⢠simplify administrative arrangements and remove non-valu e adding steps nationall y
fo r entitled persons, prescribers, suppliers, and the Department;
⢠assist the process of gathering and integrating management information;
⢠realise efficiencies as a result of electronic p rocurement of products and services;
and
⢠establish arrangements that will help th e Depattment meet its obligations in line
with th e Commonwealth Government Online Strategy in doing business with
suppliers online .
The RAP Procurement Plan will involve tendering the RAP business through fi ve
separate re quests for tenders (RFTs) representing different product groups. Thro ugh
th e RFT process the Department w ill be seeking innovative, cost-effecti ve solutio ns
for the supply of RAP aids, appliances and services to entitled p ersons in the
veteran community throughout Australia. These tenders could p rovide opportunities
fo r National, State or Regional-based service and product suppliers. New supply
arrangements based on th e tender process are expected to be established in 2001-02 .
.... D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
76
Repatriation Transport Scheme
Ou t come Tw o
Health
A numbe r of improvements were made to the Re patriation Transpo rt Scheme during
the year to ensure its continuing effe ctivene ss in meeting th e transport needs o f the
veteran community.
An amendment was made to the YEA to allow some la te claims fo r travelling
expenses for medical treatment to be approved in exceptional circ*mstances, at the
discreti on of the Re patriation Commission . Prior to this amendment, any claims
received more than three months from the date of travel could not be paid , regardless
of the circ*mstances .
As rep01ted in the last annual repo rt, the compute r system used to process claims
for reimbursem*nt was enhanced during the year w ith the introduction of two new
features to provide fo r payments by direct credit and automatic advice letters. The
majo rity of veterans are now receiving payments by direct credit. For each claim
processed, veterans also receive an advice letter that provides full details of th e
pay ment, including any variations made to the ir claim.
Processing times for cl aims fo r reimbursem*nt o f travelling expenses generally have
been within the depa1tmental standard of 28 days, w ith many veterans receiving
payment in less than seven days.
The booked-car-with-driver service continued to be reviewed during the year and
a number of opti ons fo r the future de livety of the service are being considered b y the
Re patriation Commission . A decisio n on the arrangeme nts fo r providing the service in
the future is expected during 2001-02.
Payments and eligibility
Treatment Accounts
Several major policy changes impacting on the processing of treatment accounts were
in tro duced during the financial year. Each of these required significant changes to the
Treatment Ac counts System as well as to procedural guide lines.
The extension of preferred provider status fo r a number of contracted private hospita ls
in New South Wales and Queensland has removed the need for prior fin ancial
authorisation to be sought from th e Department for most admissions. New tiered
billing arrangements were also introduced for the treatment of acute care patients in
these contracted private hospitals. The need for allied health providers to obtain
approval from the De partment prior to providing treatment has been reduced fo r
dietitians . These initiatives have further streamlined the accounts processing function
fo r health care providers, the Health Insurance Commission and the Department.
The introduction from March 2001 of a new sc hedule of surgically implanted
prostheses by the Depanment of Health and Aged Ca re w ill require significant syste m
DEPARTMENT OF V E T E RANS' A F FAIRS r---------------
77
v.· .. ,..
Outcome Two Health
changes to the Treatment Accounts System. An interim solution has been implemented
ro enable health care providers to lodge accounts using item numbers from the new
schedule.
The use by providers of electronic claiming fa cilities has continued to increase over
the past 12 months, with 23 per cent of claims now being received electronically.
Re patriation Health Cards
Some 59 000 new or replacement Gold and White Repatriation Health Ca rds were
issued during the year.
Support Services
Veterans' Home Care
The Veterans' Home Care program has been successfully providing home care
services to veterans and war widows/ widowers since January 2001. Veterans' Home
Care extends the range of services provided to members of the veteran community to
include a wide range of home care services.
Domestic assistance, p ersonal care, limited home and garden maintenance and
respite care are available to Australian veterans and war widows/ widowers who have
a Gold or White Card and are assessed as needing such services to enable them to
live independently.
In the six month period up to 30 June 2001, 19 912 veterans and war
w idows/ w idowers were assessed and $14 218 361 was paid for Ve terans' Home Care
services to veterans and war widows/widowers.
The program is expected to produce net savings due to better health o utcomes for
veterans and war widows/widowers, reducing avoidable illness, injmy and associated
health costs. Better health means that veterans and war widows/ widowers w ill spend
less time in hospital and need fewer medications and other high cost services. More
im portantly, they w ill be able to lead full er, more active lives.
The program p rovides a new model of community care service provision, building on
future directions agreed for community service provision through the
Commonwealth/State Home and Community Care program, including independence of
assessment and se1v ice provision , targeting based on assessed care need and national
accountability, quality assurance and consumer feedback frameworks.
Residential Aged Care Services
The Department continues to work with the Department of Health and Aged Care to
ensure veterans' residential aged care needs are met. This was particularly the case
w ith the implementation of new accreditation and certification standards in aged care
homes introduced on 1 Januaiy 2001.
Of VETERANS' AFFAIRS
78
Outcome Two Health
Departmental staff are able to inform veterans, war widows/ widowers and their
families of their care choices and options, but are not responsible for placing people
in aged care homes.
The Department is responsible for the cost of the Commonwealth subsidy for entitled
veterans and war widows/ widowers in residential aged facilities. During the year, the
Department paid $4 16 780 535 in residential aged care subsidy.
In addition, daily care fees and accommodation payments are payable by most
resid ents in aged care homes. Generally, veterans and war widows/ widowers are
subject to the same terms and conditions as the general community, but benefit from
the exclusion of the repatriation disability pension in the calculation of the daily
care payment. However, the Department pays the appropriate daily care fee for
ex-prisoners of wa r who are assessed as needing the equivalent of nursing home
level care. No income test applies to ex-PoWs. During the year, the Department
paid $1.270 million in daily care fees for ex-PoWs.
Vete rans and war widows/ widowers in Commonwealth subsidised aged care homes
benefited from simpler income testing arrangements and the Funding Equalisation
and Assistance Package announced by the Government in the 2000-01 Budget. In addition during the year the Gove rnment made veterans and war widow/ widower a
special needs group in Commonwealth aged care planning. This w ill significantly
improve veterans' and war widows/ widowers' access to residential aged ca re services
and community aged care packages.
National Ex-Service Round Table on Aged Care
The National Ex-Service Round Table on Aged Care (NERTAC) brings together the
significant ex-service organisations in volved in the provision of aged care. Younger
veteran representatives are included to extend the focus to longer term issues. Since
its restructure in 1999-2000, ERTAC has p laced greater emphasis on community
care issues, acknowledging the desire of the majority of veterans and war widows/
w id owers to live at home rather than in residential aged care. NERTAC now has a
particular focus on the implications for ex-service fac ilities of rising residential
accreditatio n and certification standard s implemented from 2001.
One of NERTAC's achievements during the year was the assigning of special needs
group status to veterans and war widows/ widowers in Commonwealth aged care
planning. This was a maj or recommendation in NE RTAC' s 1999 report A Last Debt.
Respite Care
Under Commonwealth arrangements, veterans and war widows/ widowers may access
up to 63 days of respite in an aged care home. The Department's Veterans' Home
Care program provides additional respite care for eligible veterans and war widow/
widowers. Under this program, the Department will pay the daily care fee for the first
DEPARTMENT OF V ETERANS ' AFFAIRS !---------------
79
Ou t co me Two Health
28 days respite in an aged care home, or for 196 hours respite in the person 's ho me.
During a financial year, the Department will pay for a combination of residential and
in-home respite care up to a maximum of 28 days. After 28 days, veterans and war
widows/ w idowers are responsible for paying their respite care fees . Total departmental
expenditure for respite care for 2000-01 was $14 677 184.
In-home respite care
In-home respite care allows carers to have a break while someone else cares eithe r for
an e ligible veteran o r war w idow/ widower o r his/ her care recipient within the home.
In-home respite care is provided without charge on the basis of assessed need through
Ve terans' Home Care.
Residential respite care
Hesidential respite care is available to veterans and war widows/ widowers wh o are
assessed as needing respite in an aged care home. Short-term care is provided in an
aged care home or other approved accommodation fo r eligible veterans and war
widows/ widowers who are be ing cared for and whose carer is in need of a temporary
break from the caring role.
Emergency short-term home relief
Emergency short-term home relief provides assistance in a crisis situation, typically
where the carer is unexpectedly unable to continue in their caring role due to illness,
hospitalisation or the need to go away for a short period. If other in-home or
residential respite services are not available and the only alternatives are admission to
hospital o r leaving the veteran without adequate care, then the Department will pay
fo r the care at home until suitable alternative services can be arranged, or until the
ca rer is able to resume their caring role. Assessment is through Veterans' Home Ca re
Assessme nt and Coordination Agencies.
Carer and volunteer support
The Department helps veterans' carers obtain the informatio n and training they need
to effectively perform their caring role. The Department has carer support or
community advisers who can advise on how to make maximum use of ava ilable
services a nd networks. These advisers also work closely with community and ex
service groups to ide ntify and address gaps in services.
Through the volunteer support program, the Department provides support services to
volunteers w ho assist the veteran community. Members of the community who are
volunteers, potential volunteers or who are interested in volunteers ' issues can obtain
education, informati on and resources. Expenditure on carer and volunteer suppo rt in
2000-01 was $297 360.
OF VETERANS ' AFFAIRS
80
International Year of Volunteers
Outcome Two H e alth
The Department has trad iti o na ll y provided support for volunteers and has always
strongly suppo rted the care rs o f veterans. During 2000-01, the Department was a
member of the Interdepartmental Committee established to e ncourage and suppon the
Commonwealth's activities fo r the Internati o nal Year of Vo lunteers (IYV) in 2001.
The Department's IYV program included a vari ety of activities during the first half of
2001. The De pa rtment ho no ured staff and ex-service o rganisatio ns' representative s
including members of NERTAC. The membe rs of the Natio na l Treatment Monitoring
Committee were also recognised for their o ngoing role in monitoring the standard
of health care and range of health services available to vete ra ns and war
w idows/ w idowers. The De partment w ill continue to be involved in the development
of program s that promote and support volunteering throughout Australia.
Health Promotion
Health pro motion is a major p rio rity fo r the Department, aimed at assisting the veteran
community to realise its full p otential fo r health and well-being. The importance of
health promo ti o n and a ho listi c approach to health care was reinforced by the
1998-1999 Review of Veterans' Health Care and Support Services. Research has clearly
demonstrated that healthy lifestyle changes can assist everyone to improve their health
and well-being regardless of age. By actively e ngaging in healthy activities, the vetera n
community can reduce and prevent disease, which in turn can contribute to a longer
and improved quality of life.
During the year, the De pa rtme nt completed its 2001- 2005 Health Promotio n Strategic
Plan Choose Health -' to guide the planning, implementatio n and e valuatio n of health
p romo tio n programs for the next fi ve years .
The strategic plan outlines seven priority health areas to meet the needs of the veteran
community. These are:
⢠promo tio n o f physical activity;
⢠self management of chronic conditions (i ncluding h eart d isease , stroke , asthma,
diabe tes, cancer, dementia, arthritis, osteoporosis and othe r degenerative diseases
and drug and alcoho l use);
⢠p e rsonal safety issues (i ncluding fa lls and accident prevention);
⢠mainte nance of social networks;
⢠enhancing mental well-being ;
⢠carer support; and
⢠addressing gender specifi c health issues.
Health promotio n policies and activities w ill assist vete rans a nd war wid ows/ w idowers
to remain acti ve, independent and to continue living in their own homes. This will
reduce and p revent disease and therefo re contribute to a lo nger and improved quality
DEPAR T ME N T OF VETERANS' AFFAIRS f---------------
81
O utcome Two
Health
of life . The strategic plan encourages members of the ex-service community to take
individual responsibility for their own health.
Througho ut the life of the strategic plan , the Department aims to deliver coordinated,
integrated and sustainable programs for the veteran community. This will be achieved
through increased use of Veteran and Community Grants, in partnership w ith a cross
secti on o f organisations including the ex-se1v ice community, o ther government
departments and the priva te sector, to develop programs that are practica l, e nj oyable
and recognise the variations in the age and health of m embers of the veteran
community.
The Department also has produced a range of health promo tion resources (on topics
including dementia, prostate health, and nutrition) jointly w ith organisatio ns which
have specific expertise, or amended resources to better suit the needs of veteran s and
war widows/widowers. All materials are available electronically on the departmental
website and some are ava ilable in audio versions.
Health Research
Health research is aimed at improving the care provided to entitled veterans and
war widows/widowers and to developing, maintaining and providing access to
information which identifies particular needs of individuals and groups within the
veteran community.
The Health and Medical Research Grants Program makes funding available for
research into health issues of particular impo rtance to entitled veterans and war
w idows/ w idowers. During the year, 11 projects received total funding of $1 210 631.
The Health and Medical App lied Research Program commissions research th at
contributes to the development of improved models for health care and services
delive1y, o r enables the Dep artment to better identify changing and future health and
well-being needs of the entitled veteran community. During the year, seven applied
research projects received to tal funding of $648 458.
The Unive rsity of Newcastl e continued its work on a three-year preventive care trial
for the Department. The tri al will evaluate th e costs and benefits of regular preventive
ca re visits to the homes of eld erly members of the entitled veteran community who
are living in the community and thought to be well. The fi eldwork is completed and
the final rep ort is due to be delivered in late 200 1.
The Department continued analysing and providing statistical information fr om the
1997-1998 sUivey of entitled veterans, war w idows/ widowers and their carers.
,; ... ,-_.-----------------1 D E PARTMENT 0 F VETERANS ' AFFAIRS
82
Departmental Management Information System (DMIS)
Outcome Two Hea lt h
By linking a wide range of departmental data into a single data warehouse, the
Departmental Management Information System (DMIS) provides comprehensive health
management information to assist the Commission and Department in providing
effective programs of care.
Data on private hospitals was made available through DMIS during 2000-01. This has
enabled the linking of data from disparate sources to create a picture of each 'episode
of care' covering both costs and services provided.
During the year, DMIS projects commenced fo r:
⢠Pharmacy;
⢠Community Nursing;
⢠Veterans' Home Care; and
⢠Health Executive Info rmation.
Additional projects planned to commence during 2001-02 include:
⢠Repatriation Transport; and
⢠Me ntal Health.
Budget 2001-02 initiatives
In 2001- 02, Output 2.1 w ill include the impleme ntation of the fo llowing initiative
announced in the 2001-02 Budget.
Exten sion of e ligibility for Re p atriation Pharmaceutical Be nefits Sch em e to
British , Commonwealth and Allie d (BCAL) WWI and WWII Veteran s
This measure w ill extend access to a wider range of pharmaceutical items to all
eligible BCAL veterans. The initiative covers veterans and merchant mariners from
Australia's allies w ho are aged 70 or over, have qualifying service from WWI or
WWII , and have been resident in Australia for 10 years or more.
These vetera ns will have access to all medications listed in the Schedule of
Pharmaceutical Benefits under the Pharmaceutical Benefits Scheme (PBS), as well
as those items (including medications and dressings) listed in the Repatriation
Pharmaceutical Benefits Scheme (RPBS) . Additionally, with sufficient clinica l evidence,
their prescribers may request, under prior approval arrangements, any other
pharmaceutical items marketed in Australia.
This initiative takes effect from 1 January 2002.
DEPARTMENT OF VETERANS' AFFAIRS !--------------
83
Outc ome Two Health
Output 2.2 Veterans counselling and special services
Objective
Provide high -quality, integrated services through counselling, community development,
rehabilita tion and referral for veterans and their family m embers, especiall y Vi etnam
and younger veterans.
Vietnam Veterans Counselling Service
The Vietnam Veterans Counselling Service (VVCS) mission is to improve the quality
of life of all veterans, their families and children , through services that promote and
maintain health, well-being, independence and community integration.
The VVCS provides:
⢠direct counselling and referral services;
⢠an outreach program to outer metropolitan and rural and remote locations;
⢠a toll-free, after-ho urs tele phone crisis counselling service;
⢠health promotion, community development and liaison ; and
⢠group program activities.
The VVCS strategic planning process includes extensive consultation w ith the veteran
community, the National AdvisOiy Committee, other depanmental business areas and
State offi ces.
In 2000-01 , the service complete d the next stage of its accreditation process, involving
a seri es o f interviews with Na tional Office and State-based staff by a review team from
the Quality Improvement Council of Au stralia . The service has been recommended fo r
national accreditation, w ith a ll State and regio nal centres meeting the individual
requireme nt for three years accreditation.
During 2000-01 , the following activities and developments occurred:
Centre-based counselling: VVCS staff provided more than 30 000 sessions of
counselling to veterans and their families in metropolitan and regional parts of
Australia.
Case management: The VVCS continued to be an integral p art of the ongoing care
provided to veterans who participated in the hospital-based PTSD treatment programs.
It provided referral to those programs, ongoing counselling and case management
w here appropriate , as we ll as an extensive number of follow-up group programs.
Outreach Program: A total of 28 000 sessio ns of counselling was provided in outer
metropolitan and rural and remote areas by more than 350 contract counsello rs, w ho
are required by the VVCS to meet strict professional standards.
f,-.-...
OF V ETERANS ' AFFAIRS
84
-----
Outcome Two Health
Group programs: More than 670 group program services were conducted. These
programs are a significant component of the Government's response to the findings of
the Vietnam Veterans' Health Study.
All VVCS centres conducted group programs for women or partners and children of
veterans. These programs are designed to address the high level of psychological
distress that Vietnam veterans reported in the health study as affecting their families.
The women's programs are designed to promote coping and communication skills as
well as an understanding of war-related stress. The programs for sons and daughters
of veterans are designed to promote similar understanding and skills, with a particular
emphasis on the development of self-esteem.
In addition to these programs, the VVCS continued to conduct its very successful
residential lifestyle programs in all States. These are offered to veterans and their
partners, with participants gaining skills in anger/stress management, interpersonal
communication, cognitive restructuring and relationships. Formal evaluations,
anecdotal reports and word-of-mouth referrals from previous participants indicate the
ongoing value of these programs.
National Heart Health program: The pilot heart health program, which promotes
cardiac fitness, weight reduction and general physical well-being, has now been
implemented on a national basis after receiving funding through the Government's
response to the Vietnam Veterans' Health Study.
Sons and Daughters project: The National Sons and Daughters Project was
established during the year as another response to the findings of the health study,
which reported an elevated risk of suicide in the sons and daughters of Vietnam
veterans. Additional counselling staff and contract project officers were appointed,
supported by a National Project Officer who is responsible for the development of
policy and planning.
After-hours crisis telephone counselling service: Veterans Line responded to 6 372
calls seeking after-hours crisis counselling or information. The contract for the period
1 July 2000 to 30 June 2003 was renewed with the Salvation Army.
Community education and liaison: The VVCS addressed or worked with many ex-service organisations, community services, groups of health professionals and
other agencies during the year. Activities included education about veterans' issues
and treatment, group facilitation and guidance for self-help groups in refining goals
and strategies.
Services to the Australian Defence Force: The VVCS continued to work with
clinical staff from the ADF on developing a more effective response to the
psychological needs of peacekeepers and their family members. This effort has been
most apparent in the Darwin and Townsville VVCS offices, where peacekeepers are
now a significant proportion of the client group.
DEPARTMENT OF VETERANS ' AFFAIRSf---------------
85
Outc ome Two Health
Legislative changes: Legislation was passed during the year extending eligibility for
VVCS services to adult sons and daughters and former wives of Vietnam veterans. This
was another key initiative in response to the findings of the Vietnam Veterans' Health
St udy. Access to VVCS services initially was extended to include adult children of
Vietnam veterans up to age 35. As of 1 July 2001 , this eligibility was extended further,
to provide a five-year window for those over the age of 35 to access VVCS se1vices.
This extension is due to be reviewed towards the end of the five-year period.
Younger Veterans Consultative Forum
This forum is convened in recognition that the younger veteran group has special
needs that are significantly different from that of the larger veteran community,
where the average age is over 75. The forum is attended by representatives of
major ex-service organisations, the Department of Defence, the Australian Centre
fo r Posttraumatic Mental Health and DVA staff and is chaired by the Repatriation
Commissioner. It meets twice a year and provides a valuable mechanism for regular
consultation about issues, affecting the younger veteran group and their families, as
well as monitoring and advising on progress of studies or initiatives that are in place.
Vietnam Veterans' Health Study
The Government responded to the findings of the health study in the May 2000
Budget with a package of assistance of $32.3 million over four years.
Amendments to the VEA that were necessary to allow some of the initiatives affecting
partners and children to be implemented came into effect on 21 December 2000.
All of the initiatives outlined in the May 2000 Budget had been fully implemented
or significantly progressed by June 2001.
By the end of 2000- 01, some 170 Vietnam veterans were in receipt of treatment for
non-service related anxiety and depression.
The Vietnam Veterans Counselling Se1vice reported a 25 to 30 per cent increase
in service usage for both individual counselling and group programs, especiall y in
relation to adult children and partners of veterans issues. The Heart Health initiative
has also proved extremely popular with veterans. Access issues are being addressed
through more programs being available in rural and remote areas.
As a result of new initiatives, 30 children of Vietnam veterans are receiving educational
benefits through the extended access to the Veterans' Children Education Scheme or
the provision of a Long Tan Bursa1y. The Long Tan Bursary was launched on Vietnam
Veterans' Day, 18 August 2000, and is administered by the Australian Vietnam War
veterans' Trust on behalf of the Department.
The Men's Health Peer Education Project, a self-help health management program,
now has more than 130 trained veteran facilitators. The significant interest from the
·1;: â¢â¢ - D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
86
Outcome Two Health
veteran community suggests that th e nine program per year target will not be
sufficient to meet demand and from 2001-02 additional programs will be run
where possible.
Additional information on the imple mentation of the Vietnam Veterans' Health Study
initiatives is available from the website at www.dva.gov.au .
Supplementary reports
During 2001--02, three supplementary reports on the study were re leased by the
Australian Institute of Health and Welfare. The first examined the d emographics of
suicide in veterans' children, the second examined certain cancers in veterans and
childre n, and the third examined motor neurone disease and multiple sclerosis in
veterans.
All three reports are available on the Department's website at www.dva.gov.au .
The first supplementary report, Suicide in Vietnam Veterans ' Children, found that the
pattern of sui cide in children of Vietnam veterans was no t substantially different from
that of Australian children in general. The repolt also showed that many children of
Vietnam veterans are now ente ring the 25-29 age group. This fall s within the age
group identified by the Na tio nal Suicide Prevention Strategy (25- 35) as a high risk
group within the general community.
The second supplementary report, Adrenal gland cancer, leukaemia and non
Hodgkin's lymphoma, found a greater prevalence of acute myeloid leukaemia and
adrenal gland cancer in the children of Vietnam veterans compared to the wider
community. The Government responded by offering assistance through the Vietnam
Vetera ns' Children Support Program. This program is administered by the Department
of Health and Aged Care and was established to provide assistance to Vietnam
veterans' children with spina bifida manifesta and cleft lip/ palate. Approximately 50
childre n w ith those conditions have registered for assistance under the program.
Due to a calculation error, the Australian Institute of Health and Welfare advised in
May 2001 that this finding would have to be revised. After new calculations, the
institute found the prevalence rates for adrenal gland cancer and acute myeloid
leukaemia in children were not greater than expected compared to the general
community.
The Minister for Veterans' Affairs anno unced that assistance initiall y provided through
the Vietnam Veterans' Children Support Program would be maintained for Vietnam
veterans' children with these conditions. The publication of the revised second
supplementary report will mark the end of the Vietnam Veterans' Health Study.
The third supplementary report, Multiple Sclerosis and Motor Neurone Disease, was
released in May 2001. Neithe r of the conditions was found to occur at higher rates in
DEPART M ENT Of V ETERANS ' AffA I RS f--------------
87
Outco me Two Health
Vietnam veterans compared to the general community. As a result, it was conside red
unnecessary to extend assistance for these conditions.
Mortality study
ln May 2001 , the Minister announced that a repeat mortali ty study would commence
during 2001-02, in line with the recommendations of the Vietnam Veterans Mortality
Study released in 1997 (see Outcome 1, p.57).
Mental Health Project
During 2000--01 , the Department concluded the mental health project established to
develop a national p olicy and strategic framework for the planning and delive1y of
mental health services to members of the veteran community. Following extensive
consultation with the veteran community and mental health providers the Repatriation
Commission approved the OVA Mental Health Policy and Strategic Directions. In
February 2001, the Minister for Veterans' Affairs endorsed the Department of Veterans'
Affairs ' Mental Health Policy Statement: Towards Better Mental Health for the Veteran
Community. The policy was distributed widely and has been favourably rece ived by
the veteran community and mental health providers.
The statement was developed in parallel with Government initiatives including the
Vietnam Veterans' Health Study and the development of a closer working relati onship
between OVA and the Department of Defence. It also encompasses existing services
and initiatives in veteran mental health care and nation al developments arising from
the National Mental Health Strategy. Implementation of the policy initiatives has begun
wi th the development of an action plan and this w ill be progressed in consultation
w ith the veteran community and other stakeholders.
Australian Centre for Posttraumatic Mental Health
The findings of the Vietnam Veterans' Health Study alerted the Government to the
need to broaden the approach towards veteran mental health beyond PTSD to
consider the overall mental health needs of veterans and other service personnel,
notably serving members of the Australian Defence Force. As part of its response to
the health study, the Government approved the progressive exp ansion of the role of
the Na tional Centre for War Related Posttraumatic Stress Disord er from July 2000.
The mandate of the centre now covers the fu ll range of mental health problems in
veterans and se1ving personnel, while still retaining major focus on mental health
conditions arising from traumatic war-related experiences. To reflect the changes in its
role, the centre was renamed and incorporated as the Australian Centre for
Posttraumatic Mental Health.
The centre w ill function within the context of both the National Mental Health Plan
1998-2003 and th e Departm ent of Veterans' Affairs' Menta l Health Policy Statement.
OF V ETERANS ' A FFA I RS
88
0 u teo me Two
Health
A Board of Management oversees the work of the centre. The Repatriation
Commissioner chairs the Board of Management, which includes members representing
DVA, the ADF, the University of Melbourne and the centre.
PTSD treatment programs continue to operate in each State and offer a range of
treatment options. During 2000-01, 500 veterans, including 46 older veterans, were
admitted to these programs. The adoption of a standardised treatment outcome
evaluation process allowed for the examination of program effectiveness - the results
achieved being as good as, if not better than, similar programs anywhere else in
the world.
Veterans' Vocational Rehabilitation Scheme
The Veterans' Vocational Rehabilitation Scheme (VVRS) helps veterans to find or
continue in paid employment. CRS Australia (formerly the Commonwealth
Rehabilitation Service) provides services under the scheme.
All Australian veterans are eligible for assistance on the basis of assessed need and
likelihood of obtaining a suitable, sustainable employment outcome. This may be paid
employment, an increase in hours of paid work or keeping a job that a veteran is at
risk of losing. The VVRS provides a safety net for veterans receiving the special rate of
disability pension. Participation in the scheme is voluntary.
In 2000-01 , the third full year of the scheme, 234 veterans applied for assistance, with
175 commencing a program. This was a slight increase from 1999- 2000, in w hich 224
veterans applied for assistance. The ratio of commencements to applications increased
from 62 per cent in 1999-2000 to 75 per cent in 2000-01. Sustained employment of
more than six months was achieved for 66 veterans or 38 per cent of total
commencements. This compared favourably with 1999-2000, when 26 veterans with
sustained employment or 19 per cent of total commencements.
These figures highlight the continued growth in veterans accessing the VVRS and the
increased successful outcomes that have been achieved. At the end of June there were
217 active cases, of which 38 were likely to achieve sustained employment.
The actual numbers of applicants for the scheme have been small but within
expectations. While only a percentage of those participating achieve sustained
employment, applicants face multiple barriers to re-employment or job retention,
including physical and mental disabilities, extended periods of unemployment and the
additional difficulties faced by unemployed people over the age of 45 years.
The scheme continues to receive widespread support and is seen as fulfilling important
personal, social and political roles for veterans. In recent discussions with ex-service
organisations, it has been agreed to establish a working party to review the experience
of the program and to improve its promotion and delivery.
DEPARTMENT OF VETERANS ' AFFAIRS f----------------
89
0 utco m e Two
H ealth
Alcohol Management Project
The Alcohol Management Project was established as part of the Government's
response to the Vietnam Veterans' Health Study. Coinciding with this response was
development of DVA's Mental Health Policy and Strategic Directions Statement, in
w hi ch a key objective is to respond to alcohol and substance use disorders and related
p roblems in the veteran community.
The project was established in December 2000. The p urpose of this project is to
conduct action based research, suppo rt program development and establish strategic
part nerships that will ensure:
⢠Alcohol and substance use p roblems w ithin the veteran community are addressed
in an integrated way with other mental and phys ical health conditions; and
⢠Selected strategies and programs are most likely to reduce the level of alcohol and
substance use related harm within the veteran community.
The fi rst phase of the project has included distribution of a project briefing paper,
identification of best practice approaches to treatment, consultation and data analysis
and formation of a national project reference group. The project will encompass
strategies for health promotion , brief intervention, treatment and rehabilitation and
relapse prevention p rograms.
O F VETE R A N S' A FF A I RS
90
Commemorations
An Australian and Greek so ldier
have a drink together in an Athens
cafe, during World War II. In May
200 1, Australia and Greece marked
the 60th anniversary of the Battle
of Greece and Crete .
(AWM 006773)
Outco me Three Co mme morations
OUTCOME 3 -COMMEMORATIONS
The service and sacrifice of men and women who served
Australia and its allies in war, defence and peacekeeping services
are acknowledged and commemorated.
Description
Through the Department of Veterans' Affairs, Australia honours its commitment to
acknowledge and commemorate the service and sacrifice of Australians in wars,
defence and peacekeeping services. The Depaltment works to ensure that the legacy
of Australia's wartime heritage is preserved and passed on to new generations.
This outcome is delivered through two outputs:
3. 1 -Commemorative activities - administered by the Depaltment's Commemorations
Branch; and
3.2- War Graves- administered by the Office of Australian War Graves within DVA.
Table 9: Outcome 3 resources summary
Administered Expenses
(including third party outputs)
Total Administered Expenses
Price of departmental outputs
Output Group 3.1 -(Provide funding and support for commemorative activities
an d grants in recog niti on of Australia's
vetera ns, and promote comm unity
awa reness about their se rv ice)
Output Group 3.2- (Maintenance, con struction and refu rbishment, post
wa r commemoration s and construction
of overseas memorials. Process cla ims
for post war commemorations .)
Attribution of Output Group 6
Total Price of Outputs
Revenue from Government
(Appropriation) for departmental outputs
Revenue from other sources
Total price of outputs
TOTAL FOR OUTCOME 3
( Total Price of Outputs and Administered Expenses)
Budget
2000- 200 1 $'000
18 263
4 405
3 627
1 060
9 092
9 016
76
9 092
27 355
Actua l Expenses 2000-2001 $'000
17 219
4 151
3 170
964
8 285
8 190
95
8 285
25 504
D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
92
Variation $'000
-1 044
-254
-457
-96
-807
-826
19
-807
-1 851
Budget 200 1-2002 $'000
21 438
4 454
3 745
1 038
9 237
9 177
60
9 237
30 675
Table 9: Outcome 3 resources summary (continued)
Staff years (number)
Actual
2000-2001
114
Estimate 2001-2002
113
Output 3.1 - Commemorative activities
Description
Outcome Three Commemorations
The Department administers the Government's Their Service -Our Heritage
commemorative program, with the aim of promoting the ongoing recognition of
Australia's servicemen and women and their contribution to the nation during the
past centmy. The program supports a range of initiatives and projects, leading to a
better understanding of Australia's wartime heritage and the service of its veterans,
and greater community participation in commemorative activities. The program
incorporates the following key elements:
⢠national days of remembrance;
⢠memorials;
⢠significant events;
⢠education; and
⢠community awareness.
National days of remembrance
The Department supports a range of initiatives to commemorate events of national
and milita1y significance from all wars and conflicts. Major activities include promotion
and support for the observance of Anzac Day and Remembrance Day.
Anzac Day
The past decade has seen a resurgence in community interest in Australia's wartime
heritage. Increasing numbers of people, particularly young Australians, are attending
services on Anzac Day and Remembrance Day.
This year, between 12 000 and 15 000 people attended the Dawn Service at the Anzac
Commemorative Site in the Gallipoli International Peace Park. A pictorial booklet titled
North Beach Gallipoli 1915 was produced by the Department to commemorate
Australia's Centenary of Federation.
The Prime Minister, John Howard, attended the national Anzac Day ceremony at the
Australian War Memorial and the Governor-General attended a Dawn Service in Dili,
East Timor.
Anzac Day was commemorated in more than 40 countries around the world.
DEPARTMENT OF VETERANS' AFFAIRS 93
Outco me Three Co mme m o rations
Remembrance Day
The Department assisted with arrangements to bring a representative group of Torres
Strait Islander veterans to Canberra to attend the 2000 Remembrance Day service at the
Australian War Memorial (AWM). The veterans were guests of honour at the service and
tours of the AWM and Canberra were arranged for them.
Memorials
Shrine of Remembrance, Melbourne
Th e Department is responsible for administering a $5 million Federation Fund grant for
th e redevelopment of the undercroft of the Shrine of Remembrance, Melbourne. The
redevelopment will include gallery space, an education centre and a display area. It is
clu e to be completed by Anzac Day 2002.
New Zealand Memorial dedication
The Prime Ministers of Australia and New Zealand, along with the Minister for Ve terans'
Affa irs attended th e dedicatio n of the New Zealand Memorial on An zac Parade on 24
April 2001. The Department was represente d on the New Zealand Memorial Planning
Committee for the dedication and provided Th eir Service- Our Heritage funding
towards the ceremo ny and the production of the dedication Order of Service and the
ecumenical service booklets.
Hellenic Australian Memorial, Crete
Th e Minister for Veterans' Affairs unveiled th e Hellenic Australian Memorial at H.ethymno
o n Crete on 19 May 200 1, in ho nour of the Au stralian and Greek soldiers w ho fo ught
during the Battle of Crete in 194 1. The focal po int of the memori al is a circul ar emblem
decorated with the fl ora l emblems of Australia and Greece, the wattle and the olive, on
th e central pillar. The surrounding landscaped grounds fe ature a series of informati on
panels in Greek and English to explain the history of the Greece and Crete campaigns.
Australian Hellenic Memorial, Melbourne
A grant of $11 000 was provided for the establishment of a memorial in the Domain,
Melbourne, near the Shrine of Remembrance. The Minister approved an additional grant
of $19 000 in July 2001. The Minister will unveil the Memorial on 2 September 200 1.
Field Marshal Sir Thomas Blarney Square, Canberra
Sir Thomas Blamey Square, Canberra , was renamed Field Marshal Sir Thomas Blarn ey
Sq uare on 27 May 2001. The renaming of the square provided full recognitio n of Sir
Tho mas Blamey's status as the onl y Australian so ldier to achieve the rank of Field
Ma rshal. Assistance for the event was provided under the Th eir Service - Our Heritage
commemorative program. A photographic essay about the service life of Field Ma rshal
Sir Thomas Albert Blamey GBE KC B DSO ED was produced as a commemorative
bookl et for the occasion.
O F VETERA N S' AF FA IR S
94
Air Force memorials
Out c ome Three Commemorat i ons
The Minister approved $25 0 000 towards the redevelo pment of the Royal Australian
Ai r Fo rce Memorial on Anzac Parade in Canberra. The memo rial is cl eclicated to the
service o f tens of thousands o f Air Fo rce personnel and hono urs the memory of those
w ho have given the ir li ves in that service. The Ministe r also approved $100 000
towards a Bo mber Command Memorial, to be located within the precincts of the
Australi an War Memorial in Ca nberra. This memori al will be dedicated to those w ho
gave the ir lives w hil e serving w ith Bomber Command in the United Kingdom during
World Wa r II.
Regional War Memorials Project
7beir Service- Our Heritage provides assistance through the Regional Wa r Memo rials
Proj ect (RWMP) for the restorati on or development of war memorials that se1ve as
the community focus for remembrance se1 v ices . The RWMP assists communities in all
States, particularly in regional and remote areas. Communities around Australia
received 382 RWM P grants totalling $805 722 in 2000-01.
Significant events The Department promotes key national commemorative events and anniversaries and
ensures that comme morati ve milestones receive cl ue recogni tion.
Sydney Olympics and Paralympics
The Mini ster hosted three gro ups of veterans in the Commo nwealth Governmen t
box during the Sydney 2000 O lympic Games and Paralympic Games in September and
October. Representative veterans from all wars and conflicts since World War I, all
States and Territo ri es and each of the Services atte nded gymnastics and track and
fi eld events .
HMAS Sheean commissioning
The Royal Australian Navy's Collins cl ass submarines, HMAS Sheea n and HMAS
Dechaineux , were commissioned in Western Australia on 23 February 200 1. DVA
arranged , on behalf of th e Department of Defence, fo r six s u1v iving shipmates o f
Ordinmy Seaman Edward Sheean to atte nd the conm1issioning. Teddy Sheean died
in 1942 defending HMAS A nnidale and is the first junior sailor to have a RAN ship
named in his hono ur. Representatives o f Captain Emile Dechaineux's former shipmates
also atte nde e! the ceremony. Captain Dechaineux, commanding HMAS Australia, was
killed in 1944 during the Battl e of Leyte Gulf, w hen Australia became the first ship
to suffer a kamikaze attack.
Korea commemorative mission
In April 2001 , at the invitation of the Korean Government, the Minister led a mission
of 32 veterans and war widows to Korea to take part in acti vities to mark the 50th
annive rsa1 y of the Korean Wa r. The Opposition spokesman on Veterans' Affairs,
DEPARTMEN T O F V ET E RANS ' A FFA I R S f----------------1
95
Outcom e Three Co mmemo ra t ion s
Senator Chris Schacht, accompanied the missio n party at the Minister's in vitati o n. The
mission included participati on in United Natio ns and Commonwealth ceremonies at
the United Na tio ns Memorial Cemetety in Pusan and an Au stralian and New Zealand
ceremony at Kaypong on the 50th anniversaty of the battle of Kap yong. The veteran
pa rty also parti cipated in the Anzac Day ce remony at the United Nations Compound
in Seoul.
Greece and Crete comn1emorative mission
During May 2001 the Minister led a comme morative mission to Greece to take part in
o fficial Greek commemorations to mark the 60 th anniversaty of the Battles of Greece
and Cre te. The representative group of 22 vete rans and war w id ows took part in a
range of ceremonies on the Greek mainland and the island of Crete. Senator Schacht
aga in accompanied the mission party at the Minister's invitati on . The highlight o f the
missio n was the dedication of the new Hellenic Australian Me mori al at Rethymno .
Australians at War The documentary series A ustralians at War was broadcast by ABC Television over
e ight weeks from Anzac Day 2001. The Federal Government fund ed the $5m seri es as
a Centenaty of Fed eration gift to the nation . The series covered experiences of
Australians during times of war and conflict during the past 100 years, and how these
have helped shape the nation.
Australians at War was produced for the Department, in cooperation with the
Australian War Memorial, by Sydney-based production company, Beyond Producti ons.
The series received wide critical acclaim, and positive fe edback from the vetera n and
ge neral communities.
Th e series was supported by a companion book published by the ABC and a website
www.australiansatwar.gov.au. The website incl udes more than 200 stories of the
experiences of war uncovered through Tb e Great Search, during part of the research
fo r Australians at War.
Education
In 2000-01, the Department distributed commemorative materi al to all 11 000
Australian primary and secondary schools in the lead-up to Re membrance Day 2000
and Anzac Day 200 1.
The Remembrance Day 2000 Education Resource contained teachers' guides and
stu dent activities, urged schools to obsetv e one minute 's silence for Remembrance Day
and provided advice on the correct way to wear the ir family member's medals.
The Anzac Day 2001 Education Resource: Tb e Sp irit of Anzac, was a cooperative
venture with the Department of Defence. It focused on peacekeeping as its main
OF V ETERANS' A F FAIRS
96
theme and included activity books suitable for classroom exercises, the
Outcome Three Commemorations
CD-ROM Images of INIERFET, a video entitled The Spirit of Anzac, teachers' guides
and posters.
Remembering Together
Remembering Together is a collection of education resources covering a range of
wartime conflicts that aims to increase the understanding of Australia's wartime history.
The kit was produced as a pilot program for all primary South Australian and Northern
Territo1y schools. Following evaluation an extension to other States will be considered.
Gallipoli website
In June 2001 the Department's website www.anzacsite.gov.au was announced a
joint winner in the secondary schools' website categ01y for The Australian newspaper
and the Australian Publishers Association Excellence in Educational Publishing
awards. The Department commissioned the New South Wales Board of Studies to
develop the site.
Other education initiatives
OVA provided funds for Studies magazine, which is distributed to all secondary
schools. Articles included The Korean War; Australia and Peacekeeping- then and
now; and Military Medals- What do they tell us? Funding was also provided to Buzz
newspaper, which is distributed to all prima1y schools. Articles in Buzz focussed on
interviews with veterans in the issues preceding Anzac Day and Remembrance Day.
The Department sponsored the History Teachers' Associations of Victoria, New South
Wales and Queensland to dedicate articles and classroom activities in their journals to
wartime history themes. The Department submitted articles and classroom activities for
these journals on War in the Pacific, Australians in wartime and Women in wartime.
OVA supported a number of regional Principal Association and State History
Teachers' Association conferences. Papers and workshops were presented at the
Australian College of Education, Australian Computers in Education and Curriculum
Corporation conferences to broaden awareness of the Their Service- Our Heritage
commemorative program.
A grant was provided in 2000 for the nation-wide extension of the Scouts' Australia
Their Service- Our Heritage badge program. The badge encourages leaders and Scouts
to participate in Anzac and Remembrance Day ceremonies and to visit a veteran or
local war memorial and report on their experiences.
School competitions
The Anzac Day Schools' Activities Competition was run for the first time in 2001.
The competition gave schools the opportunity to showcase how they commemorated
Anzac Day and encouraged students to link the traditional form of the Anzac Day
DEPARTMENT OF VETERANS" AFFA I RS f------------------'
97
Outco me Three Co mmemor ations
ceremony with creative ideas of their own. The national winner was Greenmount
Prima1y School, WA. State prizes were also awarded.
The Department and the Australian War Memori al jointly supported the Na ti onal
Hi story Challenge, a competition for students in Years 5 to 12 , which has a category
fo r wartime histo1y. The national winne r was Sarah Ke arney of St Aidan 's Anglican
Girls' School at Corinda in Queensland, for her essay on HMAS Armidale.
The Department and the Australian War Memorial are closely involved with the
Simpson Prize , an essay-based competition commissioned by the Department of
Education, Training and Youth Affa irs for Year 9 and 10 stu dents, which focuses on
the Anzac legend. State winners of this competitio n visit Turkey to attend the Anzac
Day ceremonies held at Galli poli .
Community awareness
The Department runs several programs to encourage local communities to discover
and commemorate their place in Australia's wartime histOiy. These include Memories
and Memorabilia, which helps communities and individuals to preserve and d isplay items of interest from their wartime heritage, and Valuing our Veterans, w hich
encourages veterans, communities and students to record th e stories and memories of
Australia 's involvement in wars and conflicts.
A highly successful initiative has been the Certificates of Appreciatio n program. Federal
Members of Parliament continue to receive a large number of requests for certificates
to recognise the contribution by local men and women to Au stralia's service during
war and conflicts.
Local Commem orative Activities Fund
The Department supports commemorative projects at the nati onal level through the
Comm emorative Activities Program (CAP) and the community level through the Local
Commemorative Activ ities Fund (LCAF) . In 2000-01 , 26 projects received CAP funding
totalling $390 504. LCAF grants totalling $484 295 were provided to 242 projects.
WWII nominal roll
Work was progressed during 2000--01 on the develo pme nt of a nominal roll of all
Australians who served during World War II. The contract for the data conversion of
the World War II milita1y service records was let to Pickfords Records and Informati o n
Managers in June 2001, follow ing a comprehensive te nder p rocess. The contract,
worth more than $5m, includes working through some 1.3 million milita1y service
records to bring together the relevant info rm ation , as well as the preservation of the
records. It is anticipated that the data conversion will be completed in September
2002. The nominal roll will be made available online through the Department's
website, providing a range of information about World War II servicemen and women
OF VETERANS ' AFFAIRS
98
Outcome Th r ee Commemorations
fo r students, researchers and family membe rs. The no minal w ill be a majo r virtual
memo rial to Australia's involvement in World War II.
Sharing their Legacy
The Ministe r approved $60 000 for the Histoq Trust of So uth Australia unde r Th eir
Service- Ou r Heritage for Sha ring their Legacy, a project consisting of 16 locally-based
war memorabilia exhibitions across rural and metropolitan South Australia. The
fun d ing is being used by local museums, historical societies and ESOs for research and
exhibition costs. The History Trust is providing professional design and curatorial
assistance. The exhibitions are due to open during the second half of 2001.
Centenary of Federation - The People's Voice
Th eir Service - Our Heritage funding of $100 000 was provided to include a specifi c
wartime he ritage component in Th e People's Voice , a National Council for the
Centenaq of Federa ti on community histoq website project. The pro ject is on targe t to
have 90 communities across the countq providing local w artime he ritage stories and
images on the site b y December 2001. Th e People's Vo ice can be viewed at
www.peoplesvoice.gov.au.
Wartime history tour
The Department's historian participate d in commemorative tours to Gallipoli and the
Wes te rn Fron t conducted by Kompas Travel. He gave a series of lectures and provided
site interpretations to more than 500 participants in the tours .
Output 3.2 -War Graves
Objective
⢠To commemorate individually the sacrifice of those Australian men and women
w ho gave their lives during war, o r who have died post-war as a result of their
war service, and to maintain those commemorations in perpetuity; and
⢠To construct and mainta in majo r memorials at significant locations where
Au stralians have suffered and died.
Description
The Office o f Austra lian War Graves (OAWG) is headed by the Director of War
Graves, a statutoq p osition created by the War Graves Act 1980. While the Director
is a statutoq appointment, the OAWG is no t a statutoq autho ri ty, but part of the
Department of Veterans' Affairs. The Director is Air Vice Marshal Gaty ].]. Beck, AO
(Retd), who comme nced a three-year appointment on 19 Januaq 1998. In Januaq
200 1, Air Vi ce Marshal Beck was re-appointed for a further two-year period.
D E PARTM EN T O F V ETE RAN S ' AF FAI RS !----------------
99
Outcome Three Co mmemorat ions
All Australian servicemen and servicewomen who have died during wartime are
individually commemorated by name, either at the grave site or on a memorial to the
missing. On behalf of the Commonwealth War Graves Commission (CWGC), of which
Australia is a member nation, the OAWG maintains more than 70 war cemeteries and
five Memorials to the Missing throughout Australia and Papua New Guinea.
In add itio n, those veterans who die post-war from war-related causes are eligible for
official commemoration - either in a civil or lawn cemetery, in a crematorium or in an
offi cial Garden of Remembrance.
Important documents
As well as the War Graves Act 1980, which relates to the appointment of the Director,
the following documents determine the responsibilities of the OAWG:
⢠the Charter of the Commonwealth War Gra ves Commission, 21 May 1917;
⢠the War Cabine t decision o f 10 June 1922; and
⢠formal agreements of 1 January 1975 between Australia and the CWGC.
Structure
The Office of Australian War Graves is divided into three distinct areas:
⢠post-war commemoration;
⢠care and maintenance of war graves and Gardens of Remembrance; and
⢠Construction, maintenance and management of overseas memorials and museums.
Commemoration
Post-war co mme m o ratio n
Before official post-war commemorati on may take place it is necessa1y for OAWG to
be formally advised by the relevant DVA State offic e of the late veteran's eligibility for
commemoration. OAWG then invites next-of-kin to select the type of memorial
required. Following completion of the War Graves Memorial Form by the nominated
next-of-kin, OAWG undertakes to erect a standard memorial in a civil/la wn ceme te1y
within six months, a cremation memorial within four months and a Garden of
Remembrance memorial within three months. In add ition, under authority delegated
by the Minister for Defence, permission to use the relevant Service emblem is iss ued
fo r use on p rivately purchased memorials.
Information service
The OAWG provides an information service to next-of-kin, genealogists, researche rs
and other members of the p ublic about th e burial locations and commemorati on
details of those who have died in wartime. The office will obtain photographs of
individual graves, war cemeteri es and memorials fo r those next-of-kin unabl e to travel
overseas or within Australia. ational offi ce staff from OAWG conduct these activities.
OF V ETERANS' AFFAIRS
100
Care and mainte nance
Outcome T h ree Commemo r a t io ns
The Office of Australian War Graves maintains all offi cial commemorations in Australia
and Papua New Guinea throug h programs of regular inspections, maintenance work
and repairs. This is carried out by fi eld staff located in each State cap ital and at
Adelaide River (south of Darwin) , Townsville and Launceston.
In addition to the maintenance of all official memo rials throughout Australia, Papua
New Guinea and the Solomon Islands, OAWG is responsib le for the maintenance of
Australi an military graves in West Malaysia .
Australia contributes to the mainte nance of Australian war graves and memorials
overseas through the Commonwealth War Graves Commission and o ther overseas
agencies.
Refurbishment, relocation and reconstruction o f war graves
and related facilities
An upgrade to the Victorian Garden of Remembrance and workshop facilities was
undertaken during 2000-01. This work involved:
⢠upgrading drainage througho ut the Garden o f Rememb rance;
⢠replanting the European Garden;
⢠additional screening planting in the avenue between the Garden of Remembran ce
and w ar cemetery;
⢠new staff facilities, including additional to ilets and showers;
⢠a new workshop to house equipment more securely; and
⢠converting an existing staff facility to a visitor centre.
The drainage project in the Port Moresby (Bomana) War Cemetery , completed during
1999-2000, has been closely monitored and appears to have been successful. It was
necessary to re-align some headstones following conclusion o f the drainage project.
Construction and management of memorials
Anzac Commemorative Site, Gallipoli, Turkey
The second Anzac Day Dawn Service to be h eld at the site was attended by an
estimated 12 000-15 000 people. Improvements to the roads leading to the site led to
a reduction in the number of people being required to walk some distance from their
transport to the site. Seating was also provided for elderly veterans. A seating stand
was constructed at the perimeter o f the Lone Pine War Cemetery for 300 visitors
attending the Australian Anzac Day service , reducing damage to the, cemetery by those
attending the service. This work w ill be extended for Anzac Day 2002 to enclose the
perimeter of the cemetery.
DEPARTMENT OF VETERANS' 101
Ou t co me Three
Comme m o rations
Australian Hellenic Memorial Park, Crete
During the year, the Australian Hellenic Memorial was built at Rethymno, Crete. The
memorial was unveiled by the Minister for Veterans' Affairs, Bruce Scott, in May 2001
to commemorate the 60th anniversary of the battle for Crete. The memorial consists of
a black granite cairn with two flanking pillars clad in rough-surfaced local limestone to
sy mbolise the Australian and Greek people fighting side by side in 194 1.
Australian National Memorial , London
In July 2000, the Prime Minister, John Howard, and the British Prime Minister,
Tony Blair, announced plans to erect a new memorial in London to the Au stralians
and Britons who fought together during the two wo rld wars. The memori al w ill
become the fo cus for annual Anzac Day servi ces in London .
A site for th e memorial has been selected at Hyde Park Corner and in the 2001- 02
Federa l Budget, the Government announced the allocation of $6.4 million to the
project. The design of the memorial is currently being undertaken . The memorial is
expected to be completed in time for dedicati on on Anzac Day 2003 .
Overseas commitments
As a member nation of the Commonwealth War Graves Commission, Austra lia,
through the OAWG, contributes a share of the CWGC's operating costs. The
contribution of 5.91 per cent is based on the numbe r of Australian war dead
commemorated overseas, after taking account of the separate costs of maintenance of
cemeteries and memorials in Australia and Papua New Guinea. The OAWG also
provides funds fo r the maintenance of Australian battle explo it memorials overseas.
Australia's contributio n to the maintenance of the United Nations Me morial Ce mete1 y
at Pusan , Korea, is paid by the OAWG . Australia also contributes to the maintenance
of Austra lian Boer War graves in So uth Afri ca through the So uth Africa n Heritage
Resources Agency (formerl y th e Na tional Monuments Council).
Tabl e 10: Overseas commitments
1997-98 1998-99 1999-2000 2000-01
CWGC cont ribution 4 080 077 4 357 109 4 293 165 4 470 089
Battle exploit memorials 234 059 140 177 99 956 292 430
UN Memorial Cemetery, Pu san 23 557 34 609 33 426 37 563
South Africa (Boer War) 3 066* 7 000 7 000
rrbis amount was Increased to $7 OOOfor and future years
OF VETERANS' AFFAIRS
102
Outcome Four Service
Delivery
Members of the Australian Army
Nursing Service depart for service
in the Middle East in February 1940.
(AWM 000969)
Out come Four Se r vice Delivery
OUTCOME 4 - SERVICE DELIVERY
The needs of the veteran community are identified, members of
the community are informed about available community and
speci fic services and they are able to access such services.
Description
DVA serves a veteran community spread across the countly, including more than
11 4 000 veterans and dependants who live in regional areas. The veteran community
receives information and assistance through a network of State and regional offices
and contracted agents. Service delivery is supported by a range of activities, addressing
areas including:
⢠service monitoring and improvement;
⢠the DVA Service Charter;
⢠online services;
⢠communication with the veteran community; and
⢠support for ex-service organisations.
Specific service delivery improvements may also be managed and undertaken by
various work teams located across program areas. For example, the Disability
Compensation Branch manages the Training and Information Program (TIP) and
Building Excellence in Support and Training (BEST) initiatives, while the Health
Division has primary carriage of initiatives assisting members of the veteran
community living in rural and remote areas.
Table 11: Outcome 4 resources summary
Administered Expenses
(including third party outputs)
Budget
2000-2001 $'000
Actual Expenses 2000-2001 $'000
Variation $'000
Budget 2001-2002 $'000
Total Administered Expenses 11 011 10 752 -259 10 984
Price of departmental outputs
Output Group 4.1 - (Provide
communication and community support
and development services to the
provider and the veteran community,
including veterans local support groups)
Attribution of Output Group 6
Total Price of Outputs
44 560
6 308
50 868
39 976
5 259
45 235
OF VETERANS ' AFFAIRS
104
-4 584
-1 049
-5 633
44 539
6 283
50 822
Table 11: Outcome 4 resources summary (cont inued)
Budget
2000- 200 1
Revenue from Government
(Appropriation) for departmental outputs
Re venue from other sources
Total price of outputs
TOTAL FOR OUTCOME 4
( Total Price of Outputs a nd Administered Expenses)
Staff years (number)
Output 4.1 - Service delivery
Objective
$'000
50 444
424
50 868
61 879
Actual
2000-2001
511
Actua l Expenses 2000- 200 1 $'000
44 708
527
45 235
55 987
Esti mate
2001 - 2002
499
Variat ion $'000
-5 736
103
-5 633
-5 892
Outcome Four Service D e li ve ry
Budget 200 1-2002 $'0000
50 485
337
50 822
61 806
Provide communication and community support and development services to
providers and the veteran community, including veterans' local support groups.
Description
The service delivery objective is achieved by the provision of access to services and
information through:
⢠State offices;
⢠Veterans' Affairs Network offices and agency arrangements;
⢠ex-service organisation networks; and
⢠communication strategies including telephone management, single point of contact
for veterans, use of the general media, publications, the DVA website and other
communication methods.
Service Charter
DVA's current Service Charter was released in May 2000. The charter outlines the rights
of the veteran and defence force communities in dealing with the Department and the
standards of service they can expect. It contains specifi c, measurable performance
standards that are aligned to the Department's performance management framework.
In late 2000, the Department introduced an automated system for recording, analysing
and reporting on service delivery feedback, including complaints, suggestions and
compliments. This system improved on the earlier manual recording system by
D EP A R TME NT O F V E T ER A NS ' A F F A I R S f---------------
105
Outcome Four Service Delivery
a ll owing continuous and detailed monitoring of veteran and defence force community
comments regarding the quality of DVA's service delivery.
During the year, the Department recorded 222 complaints, of w hich only three per
cent considered that DVA did not handle their complaint in a satisfactmy way. The
Department recorded 457 compliments. It was not possible to compare these results to
the previous year's results as the recording system did not run for the complete year.
Veterans' Satisfaction Survey
Three cycles of the Veterans' Satisfaction Survey were completed during 2000-01.
Up to four surveys were conducted in each of these cycles, focusing on different
areas of service delivery. The aim of the cyclical surveys is to evaluate DVA's service
delivery and to identify areas for service delivery improvements. The surveys
also allow the Department to measure service delivery performance against the
commitments made in the Service Charter. ORIMA Research assisted with the survey
design and the analysis of the results.
Overall veterans' satisfaction with DVA's services remains high, with only 3 per cent
of survey respondents expressing dissatisfaction. This result is consistent with the
1998 Veterans' Satisfaction Survey, w hich found 2 per cent of respondents were
dissa tisfied with the services that they had received from the Department. In 2000-01 ,
w hen respondents were asked to compare the Department with other government
organisations the percentage of respondents reporting DVA as 'worse' than other
government organisations remained very low (1 per cent).
Veterans' Affairs Network offices and State offices
Th e Department conducts the majority of its face-to-face and telephone contact with
members of the veteran community through Veterans' Affairs T etwork (VAN) and
Sta te o ffices located in each capital city and regional centres. DVA offi cers also provide
information and assistance at Retirement Services Centres located in Camberwell
Vic toria, Robina Queensland (part-time), Chatswood New South Wales and Launceston
Tasmania. The Department also provides a Veterans' Affairs Financial Information
Service and each State office manages a country visits program.
VAN o ffices help veterans and their families to obtain information about the
Department's benefits and to locate and use financial , health and community servi ces.
Th e VAN aims to assist veterans to maintain independent living in their own homes for
as long as possible. It uses a community development model to increase veterans'
access to all services and, where appropriate, to assist the local community in
developing local services. For example, DVA community development officers may
ass ist local veteran groups to apply for a grant to improve access to local facilities.
During the year, the Department devoted significant effort to upgrading faciliti es at a
number of VAN offices. The Newcastle and Gosford VANs in NSW moved into new
OF V ETERANS ' AFFAIRS
106
Outcome Four Ser v ice Deli very
accommodation, providing greatly improved amenities for visitors, including more
effe cti ve disabled access, improved privacy and greater co mfort. The Townsvill e VAN
in Queensland was also re located to new premises in the Townsville CBD, providing
improved access for veterans w ith disabilities and those who rely on public transport.
The Northern Territ01y Re gional office in Darwin was renovated and expanded, to
accommodate staff of the Military Compensatio n and Rehabilitation Service .
National call m anagement project
Significa nt effort has been applied to improving the Department's de li very of services
by tele phone. During 2000-01, a large proportio n of each State office's telepho ne
infrastructure was successfull y upgraded , enabling call management and reporting
from the desktop and greater flexibili ty in how calls are managed. Complementing
this, a new set of nationally consistent telephone numbers was implemented. This will
further streamline ca ller access to the Department's services. Included in the new
number regime is a single national State offic e number 0 33 254) and a single nati onal
Veterans' Affairs Network (VAN) number (1300 55 1918), linking callers with their State
or local VAN o ffi ce from anywhere in Australia for the cost of a local call.
Since the beginning of this proj ect, the number of abando ned calls across all of DVA's
State offices has dro pped from an ave rage of 10.42 per cent to 6.53 per cent (or
specifica ll y, from 16.1 4 per cent for the highest State office to 3.94 per cent for the
lowest). Further improvement is expected during 2001-02 as the new arrangements
continue to be refined to meet caller needs.
Agency arrangements
Since 1997 , DVA has entered into a number of arrangements for the provision of
info rm ation , service and community development functi o ns to the veteran community,
especiall y in rural and remote areas.
Curre ntly, the major agents are:
⢠Centrelink;
⢠the Queensland Government Agents Program (QGAP);
⢠the NSW Government Access Centres (NGAC) ;
⢠Service Tasmani a; and
⢠local contracted agents.
While no new major agency arrangements commenced during the year, adjustments to
QGAP saw the introduction of nine additional agency sites in Queensland and the
inclusion of some DVA sites in the Rural Transaction Centre Program. In addition , DVA
commenced service provision through the We lshpool Rural Transaction Centre in
Victo ri a. Service delivery through age ncy sites continues to be a cost-effective and
fle xible service delivery alternative.
DE P ARTMENT O F VETERANS" AFFAIRS
107
Outcom e Four Service Delivery
During 2000-01, the existing remote access IT links between Centrelink, Veteran
Info rmati o n Service sites in NSW and SA and the DVA mainframe informatio n were
re placed by a fibre optic connectio n between the Na tional Offices of the two agencies
in the ACT. This allows Centrelink sites to access DVA information through the
Centrelink Wide Area Network, to provide a fas ter and mo re efficient service to the
veteran community.
As part of a DVA initiative to improve access to services for South Vietnamese veterans
and their dependants, Centrelink sites at Cabramatta and Bankstown were used by
DVA officers fo r a p eriod of two weeks. DVA ran a localised marketing campaign to
e ncourage me mbers of the South Vietnamese community to attend the offices for
in formation and claim forms.
In May 2001 the Federal Government renewed its funding of an additional $500 000
pe r annum over the next four years to help maintain DVA's agency arrangements.
Training and Information Program
The Training and Information Program (TIP) is administered jointly by the Dep artment
and ex-service organisati o n (ESO) representatives. It provides training and information
to ESOs that assist ve terans and their dependants in making claims and appeals
against decisions of the Repatria tion Commission and in welfare work.
TIP is administered by consultative forums in all States, chaired by ESO representatives
and comprising practitioners from a wide range of organisations. These committees
include a small numbe r of departmental staff. The State committees administer the
de li very of training and budget expenditure at the State level.
The national TIP committee, comprising State TIP chairs and departmental staff,
me t during 2000-01 to review funding and activities, strategic directio ns and training
mate rial.
During the year, TIP developed a new training video for training courses, which
was a major undertaking. It also produced a new version of the Repatriation
Ha nd book, a guide for pensions and welfare officers.
In 2000-01 , TIP funding was $800 000. This increased funding enabled TIP to
conduct more courses, including new courses o n electronic tools and the Military
Co mpensation and Rehabilitation Service. A to tal of 207 courses was conducted, with
abo ut 2 994 course participants.
Building Excellence in Support and Training
Linked closely w ith TIP is the Building Excellence in Support and Training (BEST)
grants program, a Government initiative anno unced in the 1999- 2000 Budget with
funding of $5. 6m over four years .
!
DEP A RTMEN T OF V ETERAN S' 108
AF FA I R S
The first round of funding was in December 1999 for 31 December 1999 to
Outcome Four Ser v ice Del iv ery
30 June 2000. In this round $760 000 was allocated to 62 ESOs for administrative
support and equipment. In Ro und 2, w hich was approved by the Minister in June 2000 ,
88 organisations were provided with funding of $1.613m for 2000-01.
In 2000-01 the Minister allocated $20 000 of BEST funds for the development of
computer software to support ESO representatives. The Department, in consultation
with ESOs developed a computer database for ESO practitioners to record their
casework and provide their activity reports to the Department to acquit BEST funding.
This database w ill be made ava ilable free of charge to ESOs.
With more training for practitio ne rs and funding provided under BEST, ESOs have been
better placed to assist veterans and widows. The Department has noted an improvement
in the quality of claims and appeals as a result.
Vete ran & Conununity Grants
Veteran & Community Grants aim to maintain and improve the indepe nd ence and
quality of life of members of the veteran community through acti vities or services that
maintain and/ o r enhance well-being. The grants focus on the delivery of funding
through in-home, community and resid e ntial care support streams. Ve tera n &
Community Grants provide funding for projects that address the needs of members of
the veteran community through a range of support initiatives. This may be through:
⢠promotion of health issues and healthy lifestyles;
⢠supporting quality independent living at home;
⢠encouraging involvement in community activities;
⢠suppo rt for carers;
⢠reducing social isolation; and
⢠provisio n of financial suppo rt for hig h quality residential care for members of the
veteran community, including support for community aged care packages (CACPs) .
These grants recognise health promotion as a major priority in delivering effective
support to the veteran community. They also acknowledge the desire of most people to
remain independent in their own home for as long as possible and the right to quality
li ving in a safe and secure environment.
In all , 305 grants totalling $8 115 11 2 were approved in 2000-01. The largest grants
assisted with the redevelopment of aged ca re facilities run by ex-se1vice organisations to
meet the Government's accreditatio n standards.
These grants included $1.5 million for the RSL Veterans' Retirement Villages at
Na rrabeen , NS W, $390 900 for the Harbourside Haven Nursing Home operated by Port
Stephens Veterans and Citizens Ag ed Ca re at Shoal Bay, NSW and $346 500 to the
Morshead Home for Veterans and Aged Persons in Lyneham, ACT.
DEPARTMENT OF V ETERANS ' 109
Outco me Four Servi ce Delivery
The residential care support stream has also assisted both ex-service and
community-based organisations where there is identified benefit to the veteran
community, to improve access of entitled veterans and their widows/widowers to high
qua li ty residential aged care se1vices and community care packages.
As reported last year, following an evaluation of the Residential Care Development
Sc heme in late 1999 the Government extended the scheme for another year into the
2000-01 financial year. In the 2001 Budget, the Government decided to extend the life
of the scheme for another year. In 2001-02, $6 million was allocated for this purpose.
Other grants totalling $1.68 million were provided to aid the establishment of
community aged care packages, which provide services needed to assist veterans and
war widows/widowers to remain living in their homes.
A grant of $64 406 was approved for the Australian Nutrition Foundation (Queensland
Division) Inc to develop and conduct a series of basic cooking skills and nutrition
workshop s specifically targeted at older male veterans who live alone. This project w ill
also develop and produce resource materials so that veterans in other areas,
pa rticularly in rural and remote communities, can access similar workshops. Another
grant of $12 980 was approved to the City of Lismore RSL Sub-Branch to purchase
eq uipment to establish a day care club. The purpose of the day care club is to provide
activities for frail and socially isolated veterans and war widows/ widowers.
In March 2001, funded by a grant of $172 350 approved in the previous financial year,
the Master Builders Association of the ACT released the Housing for Life book and CD
ROM. The book is available to the veteran community from the Department's offi ces
and to the wider community from Centrelink offices, Commonwealth Carelink Centres
and State/ Territory offices of the Master Builders Association. The CD-ROMs are
avail able to builders and tradespeople from the Master Builders Association offices.
The publication is the first of its sort in Australia and has been well received by
the veteran community, the general public and professional bodies. The publication
contains building design by way of essential and recommended information, and
diagrams to help with the planning of home modifications. The info rmation is in an
easy-to-read format and there are numerous illustrations that highlight the minimum
building requirements and the more important features. It means that when home
modifications are being planned, both veteran and builder alike w ill have a better
id ea of what is required, what may be involved and what the finished product could be like.
-------------- DEPARTMEN T OF VE TERANS ' AFFAIR S 110
Support for Day Clubs
Outcome Four Service Del ive r y
Ex-service day clubs provide physical , mental and social acti vities tailored to the
interests and skills of members. The clubs promote social contact for the aged, the
isolated and people with disabilities.
A day club is a support social group sponsored by an ex-service organisation w ith
planned activity programs that enhance the quality of life of older people . Ac ti vities
incl ude games, s ports, fitness and information sessions and arts and crafts. The
Department offers advice on, and has provided financial assistance towards, the
establishment of day clubs and provides some o ngoing support. During 2000-01,
seven new clay clubs were established. Currently there are 112 clay clubs thro ughout
Australia including 48 in rural and remote areas.
Government Online
The Department's intentions in electronic service delive1y are detailed in its Online
Act io n Plan , covering the manclato1y elements o f the Gove rnment Online Strategy and
other whole of Government initiatives. Online services are intended to supplement
current service delivery methods, rather than re place them. While the volume of online
service is expected to grow over time, it w ill continue to be o ne of a range of service
delive1y approaches used by the Department.
A summary of the Department's achievements in completing mandatory elements of
GOLS that enha nce client service are outlined below:
⢠the Department's website is compliant w ith the Australian Communications Security
Instructions-33 and privacy guidelines issued under the Privacy Act 1988;
⢠metaclata is applied to all existing and new DVA website content, e nabling mo re
efficient searches by users to retrieve relevant departmental information;
⢠existing public use forms are available on the DVA website for downloading and
printing via the DVA FORMS system;
⢠new no n-commercial publicati o ns are concurrently made available online. Existing
non-comme rcial publications are being migrated to the DVA website in stages;
⢠all othe r website content listed under the GOLS Online Information Service
Obligations is routinely placed online; and
⢠the content of the the DVA website follows W3C guidelines fo r accessibility by
people w ith disabilities. Work is continuing on improving the accessibility of
information published via web-based applications, as this information does not
meet recognised accessibility standards. All new contracts for the productio n of
web publicati ons include accessibility as a key performance measure.
Work commenced during the year on the development of a veterans' mail system
("V-Mail") . This facility will e nable veterans and a range of oth e r clients to
communicate w ith the Department in a secure e nvironment. V-Mail is expected to
begin operating during 2001-02.
DEPARTMENT OF VETERA N S' AFFAIR S f---------------
111
Outco me Four Service Delivery
The Department also participated in the development of a number of whole-of
Government online service deli very initiatives. The Commonwealth's customer
focussed portals framework is providing OVA with an opportunity to make its online
information resources more easily accessible by the public. The Department's active
in volvement in TIGERS (Tri als of Innovative Government Electronic Regional Services)
provides an opportunity to trial the delivery in 2001-02 of electronic transactional
services in association with the Tasmanian Government.
www.dva.gov.au Th e use of the DVA website as the medium for service delivery and e-business
in creased substantially during 2000-01 , consistent w ith the Government Online
objectives. During the year, OVA FORMS became fully available via www.dva.gov.au,
enabling veterans and ex-service organisations to access reliable information about
entitl ements and obtain relevant claim forms. The DVA Eligibility Module ELMNet
(see Outcome 1.2, p.43) and the Veterans' Home Care system (see Support Services,
p. l29) also came online.
The OVA website is moving towards fu ll compliance with the Government Online
Strategy. The majority of resources o n the site were revised by December 2000 to
meet accessibility and metadata requirements. \'V'ork to achieve compliance of onlin e
applications and to upgrade website metadata is progressing and should be completed
du ring 2001-02.
OVA 's online web survey is designed around seven d iagnostic factors that measure
user attitudes, difficulties and expectations when accessing and using the website.
The d iagnostic factors are: initial awareness and access; site jo urney; enjoyment of the
site; quality of the content; multi-media and other site enhancements and user loyalty.
The majority of survey respondents reported that they were satisfied with rhe OVA
website , with older respondents being more positive about the site than younger
respondents.
--------------../DEPARTMENT OF VETERANS' AFFAIRS 112
Outcome Five Defence Force Services
Austra lian Official Artist
Wendy Sha rpe and Warrant Officer
Class 2 Col Watego f rom A Battery,
8th/12th Medium Regiment, with
East Ti morese ch il dren nea r Dili.
(AWM P03248-061 )
Outcome Five
Defe n c e Force Servic es
OUTCOME 5- DEFENCE FORCE SERVICES
Current and former members of the Australian Defence Force
(A DF) who suffer an injury or disease which is causa lly related
to employment in the AD F are provided with compensation and
rehabilitation benef its and services.
Description
The traditional provider of services to the veteran community for more than SO years,
th e Department of Veterans' Affairs in recent years has broadened its role to providing
a number of services to current and former members of the Australian Defence Force
and their families.
These services are being integrated into the Department's administration through the
Defence and DVA Links project, which since 1998-99 has been exploring common
business interests that may lead to a more effici ent administration of services to both
the veteran and defence force communities. As the size of the veteran population
decreases, the Links project is setting o ut a long-term course for OVA within the wider
Defence portfolio.
Table 12: Outcome 5 resources summary
Administered Expenses
(including t hird party o utputs)
Tota l Administered Expenses
Price of departmental output s
Out put Group 5. 1 - (Provide incapac ity
payments, non -econom ic lu mp sums for
injuries resul ting in perm anent
impairment and payment to dependants
of deceased employees)
Output Group 5.2- (Arran ge for delivery of med ical, rehabilitation and other services)
Output Group 5.3 - (Admin ister ind ividual Merit Review)
Output Group 5.4- (De liver advisory
and information se rvices)
Budget
2000- 2001 $'000
6 502
1 708
843
784
Actual Expen ses 2000- 2001 $'000
6 457
1 651
807
666
OF V E T ERAN S' AFFA IR S
114
Variation $'000
-45
-57
-36
- 11 8
Budget 2001 -2002 $'000
5 655
2 403
424
943
Outcome Five Defence Force Se rvices
Table 12: Outcome 5 resources summary (continu ed)
Actua l Budget
Bu dget Expenses 2001 -
2000-2001 2000-2001 Va riation 2002
$'000 $'000 $'000 $'000
Total Price of Outputs 9 837 9 581 -256 9 425
Revenue from Government (Appropriation) for departmental outputs 0 0 0 0
Revenue from other sources 9,837 9,581 -256 9 425
Total Price of outputs 9 837 9 581 -256 9 425
TOTAL FOR OUTCOME 5 9 837 9 581 -256 9 425
( Total Pn'ce of Outputs and Administered Expenses)
Actua l Estimate
2000- 2001 2001-2002
Staff years (number) 131 140
Military Compensation and Rehabilitation Service
The Military Compensation Scheme provides ADF members with workers'
compensatio n and rehabilitation under the Safety, Rehabilitation and Compensation Act
1988 (SRCA) and related earli er legislation. On 3 December 1999, administration
of the scheme was transferred from the Department of Defence to the Department
of Veterans' Affairs. Under this arrangement, DVA provides claims management and
rehabilitati on services through the Military Compensati on and Re habilitation Service
(MCRS) , w hile policy and safe ty management issues remain the responsibility of the
Department of Defence.
MCRS benefits
The MCRS administers a range of benefits, including payments for injury or disability
incurred as a result of ADF service and compensation to dependants of current or
former ADF members w ho die as a result of their service.
Weekly incapacity payments are made for the loss of ability to earn income, at a rate
of up to 100 per cent of pre-injury earning capacity. After 45 weeks the rate fa lls to
75 per cent of pre-injury earning capacity if the member cannot work at all. Top-up
payments are made if the member returns to work after 45 weeks but is unable to
work his/ her fu ll hours. Government-funded superannuation e ntitl ements are taken into
account when determining weekly payments. Different entitlement regimes apply under
transitional provisions for certain employees and periods prior to 1 December 1988.
Permanent impairment payments are paid as tax-fr ee lump sums up to a
maximum rate of $169 459. Other rates and criteria apply for injuries suffered before
1 December 1988.
DEPARTMENT O F VE TE RANS ' 115
Outcome Fi ve
Defence Force Services
Death benefits are paid to dependants of former or current members who die because
of injuries arising from ADF employment. Benefits are payable to eligible dependants
up to a maximum lump sum of $184 864. A funeral benefit of $4 267 is also payable.
A weekly amount of $61.61 is payable to dependent children of the deceased.
Additional Defence Act payments are available to 'top up' death benefits or permanent
impairment payments to members with "severe injuries" . The severe injury adjustment
and additional death benefit increase the lump sum amount payable to $2 22 138, with
an additional $55 534.55 paid for each dependent child.
Medical benefits are payable in respect of the cost of medical treatment 'reasonably
obtained ' in relation to the accepted injury. There is a broad definition of medical
treatment, which includes a wide range of allied health treatments.
Rehabilitation services are provided in the form of programs designed to return injured
employees as close as possible to pre-injury employment, mobility and lifestyle
ca pacity. Programs include return-to-work retraining, aids and appliances and
workplace, vehicle or home modifications.
Household service and attendant care benefits are available at a statutory rate to ensure
that e ligible injured members are able to maintain their household and/ or remain in
their home.
Appeal and review mechanisms are available for clients who do not agree with a
decision made by MCRS. Rights include access to internal review foll owed by
application to the Administrative Appeals Tribunal (AAT) , with a mandatory
co nciliation step.
Business operations
In 2000-01, 6 543 new claims were received by the MCRS. This was an increase of 699
or 12 per cent on the previous year. A similar increase occurred in incapacity payee
and permanent impairment claims. Rehabilitation referrals remained fairly constant.
During the year the MCRS provided services to 14 208 ADF members, including 846
w ho received rehabilitation services. There were 490 cases where members made a
successful return to work.
As at 30 June 2001 , there were 2 003 people receiving fortnightly incapacity payments.
A total of $51.05m was paid in incapacity payments. During the year, 4 462 permanent
impairment cl aims were cleterminecl, totalling $4 2m.
Since the transfer of the MCRS to DVA, large increases have occurred in both requests
fo r reconsiderations and in applications to the Administrative Appeals Tribunal. This
is in part attributable to an overall increase in th e number of decisions made by the
MC RS , but may also be clue to the increased involvement of ex-service organisations
in MCRS claims.
OF VETERANS"
116
A F FA I R S
O ut co m e Fi v e
Def e n ce Fo r c e Se r v i c e s
Table 13: MCRS act ivity
1998-99 1999- 00 2000-01
New primary injury clai ms received 6 209 5 844 6 543
Number of incapacity payees (including 1 8 59 2 079 2 230
dependent children)
New permanent impairment claims received 3 972 3 946 4 457
New rehabilitation referrals received 940 1 039 1 025
Total acco unts pa id (including medica l, 57 329 58 244 75 676
household services and attendant ca re)
New reconsideration requests received 964 984 1 450
New applications made to AAT 217 162 311
Business inlprovement
A Se rvice Level Agreeme nt between the De partme nts of Defence and Ve terans' Affairs
was signed o n 15 Au gust 2000. The agreement sets service sta ndards and establishes a
framework fo r monitoring service de livery.
The physical transfer of all MCRS offi ces from Defence to DVA premises was
completed in December 2000 , when the Darwin office was relocated .
The consolidation of Permanent Impairment processing and Reconsideration was
completed in November 2000 . This has resulted in the fin alising of many older cases
and a bette r throughput of cases on an ongoing basis. The overall timeliness of
processing has improved and an evaluation of quali ty improvements will be conducted
in 200 1- 02.
A Quality Assurance p rogram was implemented to ensure compliance with the Safety,
Rehabilitatio n and Compensation Commission's Management Systems Review and
Improvement Program. Audits were conducted in and by all State offices.
Na ti onal workshops were conducted on the subjects of incapacity and permanent
impairment. Additional general cla ims management training w as p rovided in all MCRS
offices. A seri es of training courses was also provided to client groups.
A quality assurance and performance improvement program , based on the Comcare
model, was implemented d uring the year and covers all aspects of the MCRS
operations.
The ma jor system enhancement completed during the year was the linking of
DEFCARE , the MCRS compensation and rehabilitation claims management system,
with DOLARS, the DVA p ay ment system. This has eli minated the need for double
entry of accounts and, apart from savings in staff time, has ensure d greater accuracy
and timeliness of payments. The system has also been linked back to the Defence
ROMANS syste m for reconciliation of accounts, although th is step is yet to be
auto mated.
DE PA RTM EN T OF VE TER A NS ' AF F AIRS
11 7
Outcome Five
De f e n c e Force Serv ices
A training position is now involved in providing training to DVA staff, Department of
Defence staff and ex-service organisations. Also, a structured visitation program to
each office is complemented by national workshops on specific issues and ad hoc
training as required.
Transition Management Service
The Transition Management Service (TMS) was established during 2000-01 , to provide
practical and needs-oriented services for ADF members facing invalidity discharge.
The support provided by the TMS includes assistance with civilian employment
options, compensation, superannuati on, financial planning, transition adjustment
issues, and health insurance and community suppo rt arrangements. TMS coordinators
a re located in the MCRS office in each State/ Territory capital and Townsville. The
service commenced operation in November 2000 in South Australia and was rolled
o ut progressively in the other States during the next two months. Approximately 500
ADF members utilised the service to 30 June 2001 .
Defence links
The Defence and DVA Links project continued to gain pace in 2000-01. The Links
Review Board met on three occasions during the year. The p roject has been reaffirmed
by the Ministers for Defence and Veterans' Affairs w ith the following objectives:
⢠to improve the level of service delivery for serving and discharged ADF personnel
and veterans, w ithin existing resources;
⢠to improve the cost- effectiveness of the services provided; and
⢠to take opportunities where appropriate to move functions, particularly transition,
post-discha rge and closely associated services, to DVA.
Consideration may also be given to additional expenditure on Links activity where a
case can be demonstrated.
A major priority of the Links Review Board has been to improve the services provided
for ADF members during transition from the service to civilian life. A new Transition
Management Service has now been imple mented for ADF members retiring o n
invalidity grounds (see above). New tri-Service discharge administration processes
have been introduced in Defence for the be nefit of all members undergoing discharge.
In no n-operational health , a jo int tendering p rocess was begun for optical services
and a joint contract was signed with the Mater Private Hospital in Townsville, which
gives ADF p ersonnel the same access to private hospital care as veterans . Similar
a rrangements are being explored in Adelaide and Darwin.
A Memorandum of Understanding (MoU) was signed between Defence and the
Austra lian Centre for Posttraumatic Mental Health , which will promote opportunities
OF VE T ER ANS " AFFA I RS
118
Outcome Fiv e Defence Force Services
for joint mental care initiatives. Under the MoU, Defence Reserve offi cers specialising
in mental health are working part-time at the centre.
The Joint Medical Ad viso ry Panel, which brings together senior medical staff from both
departments, w ith the Repatriation Medical Authority as an observer, has been
successful in improving liaison and in disseminating information to DVA health care
providers. Supporting the panel are two w orking groups which are looking at clinical
issues relating to ADF deployments and research issues relating to serving and ex
serving pers onnel and veterans. The research working group is supervising studies
into F-111 fu el tank maintenance and Gulf War health issues (see Outcome 1, p.58).
A records management project is looking at the possible transfer of personal and
health records of former AD F membe rs to DVA. The major use of these records is by
veterans, ex-service organisa tions and the Department in lodging and determining
compensation claims. The feasibility of exchanging service documents information
electronically with Defence is being investigated. The Department is also involved
in discussio ns with Defence and the National Archives of Australia o n the question
of access to World War II service records, which will be transferred to Archi ves
repositori es after the ir use in compiling the World Wa r II Nominal Roll (see
Outcome 3, p.98) .
The Links Project is also leading to efficiencies in the corporate services area. In
November 2000 , the Department was included in the Defence travel contract with
Qantas and the Defence hire car contract. The two departments are currently
examining the scope for increased effi ciency in personal processing servi ces and
accounts payments. Opportunities for increased cooperatio n in the area of informati on
technology are also being explored .
In 200 1, DVA formed a banking consortium with the Department of Defence -in line with the objectives of the Links project - and the Department of Health and
Aged Care, which shares common business interests with DVA as a major purchaser
of health setv ices. This consortium created the third-largest banking customer in the
Commonwealth Government , with the potential to generate significant economies
of scale in banking transactio n and purchase card services. A contract for banking
transaction services was signed with the Resetve Bank of Au strali a in May 2001.
By 30 June 2001 , a tende r process was under way for the contracting of purchase
card services.
DE PA RTM E NT Of VET E RAN S ' AffAIRS f----------------
119
Services
The Rats of Tobruk:
Members of C Company, 2/13th
Battalion, on a day time patrol.
In April 2001, Rats from
Austra li a and across the world
commemorated the 60th
ann ive rsary of the Siege of Tobruk.
(AWM 0 10980)
Su pport Se r v ices
SUPPORT SERVICES
Description
Sup port Services covers a range o f services that are classified unde r the
o utcome/ outputs structure as enabling activities. This includes services to the Minister,
the Repatriatio n Commission and the departmental executive, legislative and legal
services, policy and systems management, corpo rate services and financial resource
ma nagement.
Support to the Minister, Repatriation Commission and Executive
Integrated Document Management System
T he IDMS is an electronic record-keeping system which is being progressively
im plemented to manage the dep artment's corpo rate records. During 2000-01 , the
coverage of the IDMS was extended to include electronic p oli cy and administration
fil es. Substantial progress was also made towards incorporating de tails of the
department's hard copy client fil es into the syste m and establish ing a structure for
e lectro nic client fil es. In coope rati on with Compe nsation & Suppo rt Division, several
trials were co mmissioned late in 2000-01 to investigate the applicati o n of electronic
document management (EDM) to client processes. The trials w ill be evaluated earl y
in 2001-02.
Library services
The DVA Library provides research and training services, and access to a wide range
of print and electro nic resources to meet the informa tio n needs of staff. The library continues to w ork towards maximising avail able technology to sup ply electronic
resources to the desktop.
Parliamentary and Secretariat support
Secretariat se1vices are provided to the Repatriati o n Commissio n , meetings of the
departmental executive and major fo rums organised in conjunction with ex-se1v ice
o rga nisations. During the year the Commission m et o n 38 occasio ns. One majo r forum
was held with key ex-service o rganisati on s.
The Parliamentary and Secretariat Section coordinates the provisio n of briefing mate ri al
to the Minister on issues which may be raised by othe r Membe rs of Parliament, ex
service organisatio ns, the veteran community or the media. This involves the provisio n
of background information on po licy issues, bri efings for the Minister to attend events and meetings and Q uestio n Time bri efs.
Support is also provided to e nsure the timely response to ministerial correspondence
by managing the registration, distribution and coordination of resp onses to
corresp ondence received by the Min ister.
OF VETERANS' AFFAIRS
122
Supp o r t Se rv ices
In 2000-01, 8 446 letters to the Minister w ere received , an increase of 10 per cent
on 1999-2000. Of the letters received, 27 per cent (2 260) re lated to eligibility for the
Gold Card. Of these, 81 per cent (1 841) were seeking extensio n of the Gold Ca rd to
World War II veterans w ithout qualifying service.
Support is also provided to the Minister through the investiga ti o n of requests to
approve the use o f the w ord "Anzac" under the Protection q( Word ''Anz ac"
Regulations. During the year the Minister received 49 letters in relation to this
approval power.
Media and Communication
The Department undertakes a range of public affairs activities through its Media
and Communica ti on Section. In 2000-01 there was a particular emphasis on
commemorative activities, with media strategies developed for commemorative
missio ns marking the 50th anniversary of the Ko rean War and the 60 th anniversary
of the Battle of Greece and Crete (See Outcome 3, p .95) .
Co mmunicati on activities were also undertaken in support of a ra nge of initiatives
and programs, including Veterans' Home Care (Outcome 2, p.78), the Veterans at
Risk program, the introduction of new general inquiries telephone numbers for DVA
(Outcome 4, p.107) the launch of the documentary series Australians at Wa r
(Outcome 3, p .96) and the 2001 Federal Budget.
The section continued to advise on and coordinate input to iss ues identified through
dail y monito ring of mainstream media.
Four issues of the departmental newspaper, Vetaffairs, were pub lished , providing
comprehensive info rmation about departmental po licies and p rograms to the veteran
community. Questi ons about Veta/fairs were included in the Veterans' Satisfaction
Survey issued in late 2000, with 78 per cent of respondents ind icated they received all
o r most of the ir information about DVA via Vetaf fairs . Of those surveyed, 94 per cent
were satisfied with Vetaffairs and 6 per cent were neither satisfied nor dissatisfied.
Regular features such as news from the Australian War Memorial and the Noti ceboard
featured on the back page were particularly valued .
During 2000-01 , DVA issued more than 220 ministeri al and departmental media
releases and prepared more than 80 speeches fo r use by the Mi nister, Members of
Pa rliamen t, members of the Repatriation Commission and d epa1tmental officers. The
Me dia and Communication Section also continued to assist business areas involved in
the administration of grants p rograms with the preparation of associated media
releases and speeches.
A list of DVA media releases for 2000- 01 can be found at Appendix F.
D EPAR TME N T O f VETERA NS ' A ff AIR S
123
Suppo rt Se r vi ces
Publications and Fo rm s
The unit produced more than 30 publicati ons during the year, as well as a range of
information materials including posters , brochures and education kits. Major
publi cations include a book to mark the dedication of the Australian New Zealand
Memorial, the Guidelines for the Provision of Community Nursing Care , the DVA 2001
Calendar and the Office of Australian War Graves journal 1999-2000.
Through the Publication s and Forms Unit, the Department also produces a range of
forms, both printed and online versions. These forms are reviewed regularly in
conjunction w ith the sponsor area. Major forms include the Claim fo r Service Pension
by a Veteran o r Mariner, the Income and Assets Statement, the Claim for Income
Support Supplement as well as a suite of Health Provider forms.
A list o f major publications for 2000-01 can be found at Appendix F.
Policy, legislation and systems management
Legal services
Legal services are provided to the Minister, Repatriation Commission and all areas of
the portfolio. The Legal Services Group ensures that legis lative priorities on veterans'
e ntitlements are effected and that departmental programs are developed and
administered according to law.
The following legislation was enacted during 2000-01:
Retirement Assistance for Farmers Scheme Extension Act 2000, No 118, 2000
(Assented to 7 Septemb er 2000)
This Act extended the operation of the Retirement Assistance for Farmers Scheme to
30 June 200 1.
Social Security and Veterans ' Entitlements Legislation Amendment (Private Trusts and
Private Comp anies- Means Testing) Act 2000, No 132, 2000
(Assented to 13 November 2000)
This Act revised the means test treatment of the income and assets of priva te tru sts
and p rivate companies of persons who control the company or trust, or persons who
were the source of the corpus or capital of the company or trust.
Veterans ' Ajfairs Legislation Amendment Act (No. 1) 2000, No 141, 2000
(Assented to 24 November 2000)
This Act made va ri ous amendments to the Vetera ns' Entitlements Act 1986 and the
Defence Service Homes Act 1918 (DSH Act). Amendments include the exclusion of
additional lump sum compensatio n payments made in respect of the severe injwy or
death of a member of the Australian Defence Forces from any off-setting provisions;
changes to certain reviews by th e Repatriation Medical Authority and to the operation
of the Veterans' Rev iew Board. Also minor amendments were made to applicati ons for
OF VETERANS' AFFAIRS
124
Support Ser v ices
travelling allowance, bereavement payments, delegations, and special assistance,
prior approval provisions fo r treatment, and to medical and treatment provisions as a
consequence of the Commission's divestment of hospitals and other institutions. The
DSH Act was amended to all ow competition fr om credit providers to be providers of
new benefits o r assistance.
Veterans' Affairs Legislation Am endmen t (Budget Measures) Act 2000, No 157, 2000
(Ass ented to 21 December 2000)
This Act made various amendments to the Veterans' Entitlem ents Act 1986.
Ame ndments include provisions for certain dependants and former dependants of
Vietnam veterans to have access to psychiatric assessment and counselling services;
access to the Ve te rans ' Children Educatio n Scheme (VCES) being extended to certain
children and former children of Vietnam veterans who would othe1w ise not be
eligible; the exclusion of ABSTUDY from the income test applied to a partner's
income suppo rt pe nsion o r supplement; the granting of eligibiliry fo r qualify ing service
and operational service to veterans in respect of various service in South-East Asia
between 1955 and 1975 and the alignment of payments of grants and va riation of
certain pe nsio ns and allowances w ith the arrangements that apply to the payment of
income support.
Defence Legislation Amendment (Enhancement of th e Reserves and
Modernisation) Act 2001 , o 10, 2001
(Assented to 22 March 2001)
This Ac t repealed the Defence (Re-Establishmen t) Act 1945. Parts IV and Vl and
section 59 of the repealed Act w ere ad ministered by the Minister for Veterans' Affairs.
The repealed legislation related to vocational training and re-establishment loans.
The Act also made a minor amendment to the refe rence to payments made to Defe nce
Force Rese1ve members not being income for the purposes of the VEA.
Vetera ns' Affairs Legislation Amendment (Application of Criminal Code)
Act 2001, No 16, 2001
(Assented to 30 March 2001)
This Act made amendments to both the Vetera ns' Entitlements Act 1986 and the
Defence Service Homes Act 19 18. The amendments harmo nised a number of the
offence-creating and related provisions with the general principles of criminal
re sponsibiliry as codified in Chapter 2 of the Criminal Code.
Compensation (Japanese Internment) Act 2001, o 41, 2001
(Assented to 25 May 2001 )
This Ac t made a provision for a once o nly payment of $25 000 to certain widows
and wi dowers of veteran p risoners of war and to civilians interned by Japan or their
widows or w idowers.
D EP ARTMENT OF VETERANS ' AFFA I RS
125
Support Servic es
Family and Community Services and Veterans ' A/fairs Legislation
Amendment (Further Assistance for Older Australians) Act 2001, No 42, 2001
(Assented to 25 May 2001)
This Act made various amendments to the Veterans' Entitlements Act 1986. The
a mendments increased the income limits for the seniors health card to $50 000 for
single pensioners and $80 000 for couples and extended the payment of the quarterly
te lephone allowance of $17.20 to holders of a seniors health card.
Family and Community Services and Veterans ' Affairs Legislation
Amendment (Debt Recovery) Act 2001 , No 47, 2001
(Assented to 12 June 2001 )
This Act made amendments designed to clarify, simplify and strengthen th e debt
recove1y provisions of the Veterans ' Entitlements Act 1986. The amendments mirror
changes made to the Social Security legislation in order to maintain consistency in the
rules a pplicable to both veteran and non-veteran pensioners.
The fo llowing Acts made minor, consequential amendments to the Veterans'
Entitlements Act 1986
Cri minal Code Amendment (Tb'!ft, Fraud, Bribery and Related
Ojj'ences) Act 2000, No 137, 2000
(Assented to 24 November 2000)
Family Law Amendment Act 2000, No 143, 2000
(Assented to 29 ovember 2000)
Strategic support
The Department devotes significant efforts to its strategic a nd corporate planning,
service clelive1y policy, corporate governance issues, statistical information, and whole
o f government environmental trends. Through the Strategic Support Branch, OVA
undertakes activities in a range of areas, including:
⢠management of strategic issues;
⢠service delivery framework;
⢠business improvement activities;
⢠governance responsibilities;
⢠business analysis and statistical information; and
⢠electronic business environment.
Corpo rate Plan 2000--01
In Ma y 2001 the Corpora te Plan 2001-02 was issued to all staff and to ex-service
organisations. The plan was developed in consultation with senior managers of the
Department and sets out OVA's aims and business directions.
OF VETERA NS ' AFFA IR S
126
Strategic priorities
Support Ser v ices
Senior management reviewed the Dep artment's progress against its strategic prio rities
in October 2000. Ma nagers concluded that significant progress had been achieved in
a ll major areas. The DVA strategic prio rities w ere updated to reflect the Department's
current position and placed o n the intranet for informati on to a ll staff. In additio n , a
set of managem ent principl es was published to guide staff in their decision-making .
Continuous improvement
Continuo us improvement (CI) is the approach o f involving o ur people in
improving the Department's processes so that cl ients receive the best possible service
delivery in the most efficient and effecti ve manne r. Continuou s improvement is a
significant method in DVA's p erformance improvement strategy and consists of a two
level approach:
Small step Cl
This is the application of continuous improvem ent princip les, particul arly at the
workplace level, to identify opportunities that w ill enhance the achievement of local
business p lans. The National CI Committee (NCIC) monito rs the progress of sma ll step
CI an d en courages the sharing of knowledge between DVA b usiness units . During
2000-01, business units repo rted 61 sma ll step CI activities to the NCIC. An evaluation
carried out by URCOT during 1999-2000, and tabled at the CIC in November 2000,
reported that the main obj ective , to incorporate continuo us improveme nt into the
culture of DVA's practices, had been successful.
The Natio nal CI awards are presented twice a year with the focus on small step
improvement and the recognition of the contributions of teams. An award was
presented in November 2000 for a project unde rtaken by the Canberra VAN Office,
fo r its majo r contribution to the improvement of client service practices in DVA.
In May 2001 , awards w ere presented to a team fro m the South Australi an State offi ce ,
for continuous improvement in the Vete rans' Info rmatio n Centre Reporting Syste m,
and to th e New South Wales offic e fo r its successful Re-Issuing of Special Items -Reh abilitation Application Program p roject.
Big step Cl
This encompasses strategic initiatives, major pro jects and re-engineering of key
processes, respo nsibility and accountability being held at the Executive Management
Group level. More informati on ab out major changes such as the simplification of prior
approval for health services and the market testing of ma il and fil e management can
be fo und in relevant sections of this report.
DEPARTMENT O F V ETERANS' A FFA IRS r---------------
127
Suppo rt Services
Business analysis and statistical information
The provisi on of timely, relevant and accurate statistics for both internal and external
use is an integral part o f DVA's management information system. Performance
management information is provided quarterly. Quarterly statistical publications are
issued o n the pensio ner populations (service pensio n , disability pension and war
widow's pension) and the health treatment card population (including its distribution
in rura l and remote areas). Other services include consultancy and advice on sample
design for data analyses for major departmental initiatives and new policy proposals
a nd client projections used for planning and budgeting.
In Februa1y 2001, the Department reviewed its strategic partnership with the Australian
Institute of Health and Welfare for the provision of high level statistical consultancy
services. The Memorandum of Understanding now allows for specific involvement in
major projects of common benefit to both agencies.
Human resource management
OVA has an ongoing commitment to maintaining an appropriately skilled workforce,
capable of supporting the Department's vision in achieving excellence in services
del ive1y. Activities include:
⢠Human resource management information systems and business operations (ie.
payroll functions, record management etc);
⢠workforce planning;
⢠employee relations and agreement making; and
⢠perfo rmance management and development.
More information about human resource managemen t can be fo und in the Our People
chapter (p.177).
Information technology
The Department uses innovative approaches in information technology to support its
b usiness operations and objectives, under the guidance of the Information
Ma nagement Unit (IMU) .
In 2000-01 , the IMU implemented a significant review of the Department's IT
management with the aim of maximising benefits from existing and emerging IT
systems, resulting in:
⢠a business-driven, strategic p lanning approach that integrates w ith corporate goals
and places more re li ance on the annual IT strategic plan and strategic planning
p rocesses. This approach replaces the Strategic Information Ma nagement
Framework and Strategic Information Management Plan of past years;
⢠active user participation and performan ce measurement integrating w ith the
department's balanced score card framework;
OF VETERANS' AFFAIRS
128
Support Ser vi ces
⢠clear responsibility for the management and appropriation o f IT budgets, cost
accountability and recovery; and
⢠stronger project manageme nt using the rapid development methodology.
As a result of the review, the IM U was restructured , moving away from a traditional
hie rarchical o rganisati on to a model w ith an increased focus on project management
and customer re latio nships. Three "account manager" positio ns were created to take
particular responsibility for the IT requirements of the three business areas of the
Department - Compensation & Suppmt, Health and Corporate Development.
The Department's IT governance framework was also revamped during the yea r.
A new body, the Information Management Project Review Committee, was created
to deal w ith the high level mo nitoring of all IT projects and to assess the merits of all
IT-related business cases. This committee is chaired by the Deputy President and
operates as a sub-committee of the Information Ma nagement Steering Committee,
which is responsible fo r the overall strategic directi on of info rm ation techno logy and
management w ithin the Depaltment.
Veterans' Services Applications
Veterans Information Enquiry Window (V IEW)
During the year, th e IMU completed the develo pment and successful implementation
of the performance version of the VIEW framework , to assist cl aims processing and
enquiries and improve the overall processing time of veteran transactions.
Veterans' Home Ca re (V HC )
The VHC system was developed and successfull y implemented to deliver an
e-business solu tion to satisfy the two anns of Veterans' Ho me Care, assessment and
service provisio n. The implementation required significant technical effort and
experience to promote systems architecture design standards and reuse during the
design, development and implementation. The resulting system enables assessment
and coordination agencies and service providers to do all of their business with the
Department through the DVA website, including assessment and referral , service
approval , registratio n of care and service plans and claims for payment.
Income Support information system
Significant changes in entitlements legislati on and depanmental policy resulted in the
most significant commitment to departmental systems develo pment for more than
10 years. The first six months saw the suppolt areas generating hi gher than normal
activity, with systems modifica ti on to reduce the impact o n State offic e workload.
Ma jo r effort was devoted to implementing key Government initiatives during the year:
⢠a one-off ex gratia payment o f $25 000 to all surviving Au stra li an ex-PoWs and
civilian detainees who were held by Japan d uring Wo rl d Wa r II, and to surviving
widows and widowers;
DEPARTMENT OF VETERA NS ' AFFAIRS f---------------
129
Suppo rt Servic es
⢠a o ne-off payment of $300 to older Australians, including more than 350 000
members of th e veteran community; and
⢠the extension of eligibility for the Repatriation White Carel to include Vietnam
veterans diagnosed as suffering from depression or a nxiety.
Significant enhancements were made to the Integrated Payments Syste m to reduce
running time by 50 per cent for the main ba tch jobs.
The implementation of an automated consolidation of debt management and recove1y
system for income support payments was successfully completed earl y in the year.
Disability pension date of effect
The 2000-01 Budget required major system changes to the elate of effect fo r grants
and va riations of compensation p ayments. The changes give effect to the requirement
by aligning the elate of effect rules for disability pension and war widow's pension
with those o f income support payments from th e Department and Centrelink.
Add itional work will be undertaken in 2001-02 to improve the processing of
backdated disability pen sion assessments.
Aged care history
To im prove the quality of departmental informa tion on veterans so that it w ill enabl e
the m to receive their appropriate Residential Care Allowance, a project was completed
to capture histOiy of income and asset details for nursing home residents. This
database will also assist in data-matching with Centrelink and the Department of
Health and Aged Ca re.
Departmental Management Information System
The implementatio n of the first stage of DMIS, the Priva te Hospitals clatamart, occurred
earl y in the year. This e nabled contracts for private hospital treatment to be negotiated
on the basis of the information provided by the datamart. The system has proven to
be robust and response times have been generally less than one second , up to a
maximum of four seconds. More than 120 million health transactions spanning the past
four years are now ava ilable online.
ew a reas of health data are progressively being added and integrated as requested
by the Health Division. A holistic view of patient health profiles is being developed
and made available during 2001-02.
Rep atriation Transport Claims Processing System
Work was finalised on the implementation of a new Repatriation Transport Processing
System, to replace a predominantly manual process. The new system is automated to
provide easier e ligibility checking and improve management information capabilities.
This will reduce reimbursem*nt times for the veterans.
OF V ETERANS ' AFFAIRS
130
Military Compensation and Rehab ilitation Service
Supp o rt Serv i ces
A major system enhancement during the year w as the linking of DEFCARE , the
De partment of Defence 's MCRS compensatio n and rehabilitation claims management
system, with DOLARS , the DVA payment system. This has eliminated the need for
double ently of accounts and apart from savings in staff time it has ensured greate r
accuracy and timeliness of payments. The system has also been linked back to th e
Defence ROMANS system fo r reconciliati on of accounts, although this step is yet to
be automated.
Corporate applications
e-Busi ne ss
The Department continues to progress its strategies to meet Government online
pri orities, with the development and implementati on of an operational fr amewo rk fo r
electronic business acti vities. Major developments were:
⢠the finalisatio n of the LAN/WAN infrastructure review;
⢠the near- completion of a secure e-mail capability; and
⢠a gene ri c help desk template, to cost help desk support and to identify
requirements fo r applications to be de li vered over the Interne t.
Additional development wo rk was undertaken to:
⢠resolve issues with the Fraud Control Management Informatio n System to enable
the business unit to run end-of-financial year reports fo r the Au stralian National
Audit Offi ce;
⢠successfu lly implement phase two of the Veterans' Review Board System
Applicatio n Ma nagement and resolve post-implementati on issues; and
⢠imple ment phase one of the World War II nomi nal roll project, including the
formalisation of procedures for a private organisation to collect data .
Integrated Document Management System (IDM S)
During the year, the IDMS was extended to enable all Department staff to register and
access e lectronic docume nts from their desktop. The use of document scanners to
provide electronic records of client details from paper records is under trial in several
areas. These trials build on the successful use of scanned images for p rocessing
ministerial correspondence. A national feedback and complaints handling system was
im plemented using the IDMS functions (see Outcome 4, p.lOS) .
Financial Management System
Two new external interfaces were developed and implemented to efficiently transmit
payment tra nsactions to th e Reserve Bank, DVA's transacti onal banker. The link also
processes the Department of Defence Militaty Compensa ti on and Repatriation Service
systems financial data.
D E PARTMENT OF VET E RA N S' AFF A IR S
131
Support Services
The Reserve Bank link includes the capability to send electronic remittance advices
to suppliers.
Personnel and Human Resources Information System (PA HRIS)
An online form was implemented on the Intranet to meet the requirement for
ma intaining and updating p ersonal informati on on the Australian Public Service
Employment Database. This was supported by an automated process developed
fo r coll ecting the entered information into the Human Resources database and
transmitting the information to the Public Service Merit Protection Commissio n as
required by legislation.
Internet and Intranet
As a result of significant Government and departmental require ments, Internet and
Intranet usage grew in volume and comp lexity during the year. Enhancements were
developed to:
⢠enable all departmental public forms to b e viewed and printed via the Internet;
⢠provide advanced monitoring capacity and statisti cs; and
⢠improve access and search functionality.
The DVA Intranet site (DiVA) continues to be an important medium for internal
information sharing. During the year, improved search facilities and indexing methods
were implemented to complement existing d ata retrieval techniques.
DiVA will be reviewed and redesigned in 2001 -02 to further enhance its usabili ty,
ensuring it b ecomes the preferred source of corporate informati on for all members
of staff.
Defence Se rvice Homes
As part of a hardware refresh program, a new processor was ordered to rep lace the
current development and test machines used to suppo rt the Client Elig ibi li ty and
Load Subsidy (CELS) and Multi Access Veterans Insurance Systems (MAVIS). The new
processor was due to be installed in Canberra by the end of July 2001. Additio nal
storage capacity is also being install ed fo llowing a review of current and future data
stora ge requirements. These improvements w ill meet the projected requirements
arising from enhancements to CE LS and MAVIS for the new Home Support Loan and
the periodic payment of insurance p remium payments.
Contract and Indemnity Register Online (CAIRO)
Significant ch anges were made to th e CAIRO database, to assist the Depanment in
redu cing potential legal risks and to meet ongoing legal and contractual obligations.
National grants
The IMU redeveloped the national grants database under the rapid development
methodology, to build an adva nced prototype for use by both National offi ce and
Sta te office staff.
OF VETERAN S' AFFAIRS
132
Quality certification to 1509001⢠2000
Support Services
In 2000- 01, the IMU became the first Commonwealth agency IT organisation to gain
IS09001:2000 certification, the latest version of the international standard for quali ty
systems. This achievement endorsed the continuous improvement program in IMU's IT
management systems, review processes and customer focus.
National Call Management Project
Through a collaboration between the IMU and the Strategic Support Branch, the
Department nego ti ated a reduction in outgoing te lephone call prices generating
significant savings. This was undertaken in conjunction with the National Call
Management project (see Outcome 4, p. 107), which resulted in similar savings fo r
incoming telephone calls , as well as more streamlined and improved access to
inbound call services for the veteran community.
Priority continues to be given to the investigation and develo pment of options that
have the potential to further improve valu e for money in telecommunications services
utilised by the Department as part of Commonwealth strategies including the Intra
Government Communications Network (ICON), the GOLDE workgroup, which aims
to rationalise Government use of telecommunications and GAVIN .
Strategic information services agreement
During the year, the Department concluded the first price review with its primaq
service provider, IBM Global Services Australia. A Deed of Settlement was signed on
20 March 2001. The review entailed lengthy negotiations that were concluded to the
satisfa ction of both parties.
The second price review is under way and should be finalised in late 2001.
Whole-of-Government requirements
DVA's strategy to conduct its business electronicall y is reflected in its OnLine Action
Plan (OLAP). This is a statement of intent for introducing online services and is part
of an iterative planning process. DVA is committe d to implementing the Government
OnLine Strategy (GOLS) and has established a number of working groups to
implement aspects of the strategy. There are also working groups addressing other
commitments in the OLAP including the Department's use of electronic document
management and online service delivery enhancements beyond the GOLS mandat01y
elements.
The Department a lready makes significant use of online technology for publishing
informati on and making payments and recognises that online servi ce delivery will play
a more significant role in the future.
External service providers deliver the majority of health care services provided by the
Department and the initial introduction of online services w ill focus o n improving
these business-to-business arrangements.
DEPAR TMENT OF V E TERANS' AFFA IR $ 1---------------
133
Support
Services
The majority of recipients o f services provided by the De partment - vete rans and the ir
fa milies - are gene rally o lde r members of the community with comparatively low
Interne t usage. The take-up rate of online services by service provide rs and supplie rs
and veteran represe ntative groups, is likely to be higher than the take-up rate by the
older vete ra n community.
Government On li ne
During 2000- 01 , DVA made good progress against the mandatory e lements of GOLS ,
fulfilling all reporting obligations to the National Office for the Informatio n Economy.
The latest revision of OVA's OLAF reflects progress against GOLS and the broadening
of pl anning for online services to meet other whole-of-government initiatives,
incl uding compliance w ith the Electronic Tran sactions Act 1999.
Fo ll o wing a review of its technological readiness fo r electronic transactions and in
consideratio n of the potential exposure to fraud, the Department sought and o btained
a number of exemptions from the Electronic Transactions Act 1999 fo r a pe ri od of
12 mo nths e nding 30 June 2002. With the planned implementa ti o n during 200 1-02 of
a range of initiatives designed to facilitate electronic transactions, the Department w ill
be better placed to assess the need to extend those exemptio ns into future years.
Pa rti cular achievements during the year included ad vancing OVA's capability for
secure communicatio n and archiving the Department's website . During 2001-02, the
Department expects to implement the 'V-M ail' (vete ra ns' mail) syste m, w hi ch w ill
e nable DVA to correspond electronica lly w ith a range of clients and provide an
essential component o f the platform for electro nic transactio ns . Investigatio ns are
also under way on the possible uses of public key technology to provide additional
optio ns for secure communications. An efficient alte rnative fo r time-and-date specifi c
a rchi ving of the w e bsite is also unde r deve lopment and will be implemented during
the yea r.
In the second half of 2000-01 , the De partment developed the capability to facilitate
e lectronic p ayment to suppliers w ith electro ni c remittance advices.
Gallipoli website
In June 2001 the De partment's website www.anzacsite.gov.au was announced
a joint w inne r in the seconda1y schools' website category fo r Th e Australian
newspaper and the Australia n Publishe rs Associatio n Excellence in Educational
Publishing awards. The De partment commissio ned the New South Wa les Board of
Studies to d evelop the site.
OF VETERANS' AFFAIRS
134
Financial resource management
Government f1nancial reforms
Suppo r t Ser v ices
This was the second year of the new financial m anagement framework, which
included the introduction of o utcomes and outputs, full accrual accounting, cash
management and agency banking. The framework also included the requirement for
mate ri al agencies to produce audit-appro ved financial statements by 15 August 2000.
The new framework requires departments to plan, budget and report o n an outcomes
basis. Dep artments are also required to budget and report on the outputs that they
produce to contribute to the Government's outcomes. All budget documents are
prepared o n this basis and include p e rformance indicators based on quantity, price,
timeliness and quality . This structure is linked to the Department's balanced scorecard
and other internal quarterly reporting and has been used to support corporate and
business planning.
The De partment implemented its third accrual-based budget for the 2001-02 fin ancial
year. Previously, the annual report provided fin ancial statements on an accrual basis
while the budget estimates were prepared on a cash basis.
Output pricing review
DVA and the Dep artment of Finance a nd Administration (DOFA) undertook a joint
review of the prices of DVA's outputs during the year.
A specified price for each DVA output was first included in the Depanment's
1999-2000 Portfo lio Budget Statements , using the simple method of con verting the
appropriation received for delivering the former programs, no w reclassified as outputs.
Througho ut this process , it was envisaged that the Department w ould n eed to
negotiate w ith DOFA to justify the price the Government was paying DVA to deli ver its
outputs . This price would need to be comparable to the prices of similar outputs from
other agencies, or by reference to best practice. It was agreed that this pricing
agreement would replace the current automatic effi ciency dividend arrangements .
In undertaking the output pricing review, the Department aimed to:
⢠confirm that it had a robust output costing system;
⢠achieve greate r transparency for Ministers of the drivers of DVA's output prices;
⢠assess the reasonableness of the outp ut prices, taking into account cost, quantity,
quality and timeliness; and
⢠present Ministers with options for change, if appropriate .
The review was undertaken using an agreed costing methodology, incl uding costs at
the output level and the activity level, w here appropriate .
DEPARTMENT OF V E TERANS" AFFAIRS !---------------
135
Suppo rt Se r vi ce s
Key Findi ngs
1. Benchmarking of key output prices.
The review found that the Department delivered income support, compensation,
health care and other services to veterans, members of the Australian Defence
Forces a nd their dependants, at a reasonable price and with a high level of cl ient
satisfaction. Benchmarking against similar Austra lian organisatio ns indicated that
DVA prices are reasonable. DVA's o utput prices and staffing levels were also
broadly compared fav ourably to veterans' administrations in the USA and Canada.
2. DVA's costing system.
An indep endent evaluation indicated that DVA uses a robust and transparent
acti vity-based costing system to price its outputs. These processes w ere fou nd to be
stable and consistent for allocating and reporting departmental costs by output.
3. Previo us price reductions.
The review examined DVA's output prices in the context of their contribution to
funding fo r the Department. It fo und that DVA had achieved significant reductions
in output prices during the 1990s through:
⢠the use of technology and d ecision support systems;
⢠the consolidation of selected fu nctions (such as Defence Service Homes loans
and Pharmaceuticals)
⢠the contracting o ut of hospital se1vices, IT and health services accounts
processing; and
⢠the continuous improvement and business process re-engineering using
technology as a platform.
4 Impact of Population Trends on Workload
DVA managed a sustained increase in workload during the 1990s despite a
reduction in the number of vete rans from 607 800 in 1990 to 51 4 500 in 2000.
Workload cl ue to se1 v ice pension age and inva lidity claims and se1vice pensioners
on less than the maximum rate reduced but were more than offset by growth in
workload clue to compensation entitleme nt and assessment cases and Local Medical
O ffi cer consultations.
DVA m et this challenge by:
⢠aggressive use of sophisticated technology and decision suppo rt systems;
⢠consoli dating certain functions (such as Defence Se1v ice Homes Loans and
Pharmaceuti cal Approvals);
⢠contracting out in areas su ch as hospital se1vices, information technology, hea lth
services accounts processing, and other administrative se1v ices;
⢠continuo us imp roveme nt and restructuring.
OF VETERANS' AFFAIRS
136
Support Ser v i ces
However it is now expected, a ll e lse being equal, that workloads will reduce in
the future in line with the treatment populatio n, which is p rojected to reduce at
1. 8 per cent per annum on average.
5. Budget measures.
A package of clepanmental resourcing measures was agreed , comprising:
⢠a funding formula w ith resources va1ying in line w ith changes in the treatment
population. This is currently expected to reduce DVA's depa1tmental running
cost allocation by $5.6 millio n by 2004-05, although provision for
implementation of new policy will offset this to some extent;
⢠agreement to effi ciencies (principally as a result of the Corporate Service
Review and improved effi ciency in health service payment arrangements) saving
$7 million by 2004-05; and
⢠injection of equity of $15 .7 million to ass ist with cash flow management and
help meet the cost of change management including staff redundancy costs.
Cash flow management has been difficult for the past two years and this
provision will help rebuild DVA's cash reserves.
Agency banking and cash management
A consortium between DVA and the Departments of Defence and Health and Aged
Ca re (DHAC) was forme d to te nder for transactional banking and purchase card
services. This re fl ects the Government's commitment to build ing a closer relati onship
between Veterans' Affairs and Defence, as well as the commo n business interests of
OVA and DHAC as the major purchasers of health care services in Australia. This
consortium has created the third-largest banking customer in the Commonwealth
Government and has the potential to generate significant economies of scale in its
banking services. During the year, the consonium completed its market testing for
tra nsacti onal banking services and signed contracts with the Reserve Bank of Austra lia
on 9 May 2001.
DVA continues to be responsible for cash management, managing its own bank
accounts, cash fl ows and draw -clowns. The Australian Na ti onal Audit Office stated in
its audit report that DVA's agency banking risk assessment acti vities were
well-advanced, while its contro lled environment ensures proper management
authorisatio n of banking , investment and cash management activities.
The New Tax System
The Department experi enced no significant difficulties in meeting its obligations under
the New Tax System. Significant effort was devoted to bedding clow n new systems and
completing the first business activity statements, but as the year progressed the effort
required to perform these activities reduced markedly.
DE PA RTMEN T OF VETERANS' AFFAIRS f---------------
137
Support
Se r v ices
Financial management information system
Responsibility for the delivery of military compensation cover for injury or disease
sustained during peacetime serv ice since 4 January 1949 and operational service
since 7 April 1994 was transferred to the De pa1tment of Veterans' Affairs (DVA) on
3 December 1999. A project to make DVA's financial management informati on system
DOLARS compatible to Defence Department FMIS interfaces was successfull y
completed during 2000-01. This included a generic invoice upload facility that enables
the payment of Military Compensati on Rehabilitation Service (MCRS) claims forwarded
fro m the Dep artment of Defence Defcare syste m.
In accordance with th e Government's commitment to doing business online, electronic
remitta nce advices that support direct credit payments through the Reserve Bank, were
successfully implemented.
Duri ng the year, further development work was undertaken in utilising the COGNOS
business intelligence software in conjunction with the Department's FMIS and balanced
scorecard. This provides a sound basis for management reporting and decision-making
in DVA.
O F VET E RANS' AF F AIRS
138
Performance
An Anzac carries a wounded
comrade down from the ranges of
the Gallipoli Peninsula to a f ield
station near North Beac h.
(AWM H 1 0363)
Our
Performance
OUR PERFORMANCE
Outcome 1 - Compensation
Eligible veterans, their war widows/widowers, widows/widowers
a nd dependants have access to appropriate compensation and
in come support in recognition of the effects of wa r service.
Output 1.1 - Income Support
Objective
To deliver a means-tested income support pension and other allowances to veterans
and their dependants.
Table 14: performance information for Output 1.1 -2000-01
Portfolio Budget Portfolio Add itio nal
Measure Statement Estimates Stateme nt Outcome
Quantity: (total number of 394 700 389 900 382 775
1ncome support beneficiaries)
Timeliness: (days to process 32 32 34
a new claim)
Timeliness: (d ays to process 14 14 13
a pensione r- in itiated review)
Price: (per income support $103 $98 $82*
pensioner)
Quality: (c ritical error rate) Less than 5% Less than 5% 6%
⢠A change in accounting policy relating to capitalisation of software (detailed at note 2(k) of the financial statements) has resulted in a reduction in the unit pn·ce uf $7 5.
As at 30 June 2001 there were 382 775 people receiving an income support pension
paid by the Department. This fi gure represents an overall reduction of one per cent on
the previous year.
Table 15: income support beneficiary populations
Pensioner Group 1997 1998 1999 2000 2001
SP Veterans 186 234 179 678 173 356 165 940 161 655
SP Partners 142 520 138 906 135 392 131 136 129 040
ISS Recipients 65 597 68 847 73 539 76 000 79 491
Age Pensioners 0 8 976 8 797 8 355 7 8 72
Senior health 2 153 4 484 6 316 4 717
card holders
Total 394 351 398 560 395 568 387 747 382 775
SP SenJice Pension ISS Income Support Supplement
OF VETERANS' AFFAIRS
140
Measure: number qf new income support claims
Our Performanc e
New claim intake rose by 62 per cent from 14 509 cases last year to 23 553 this year.
Th is increase can be attributed to a number of fa ctors including:
⢠the introd uction of the New Tax System o n 1 July 2000 and the subsequent
implementation of income suppo rt compensatory measures (ie. increases to the
income and asset thresholds and the lowering of the taper rate); and
⢠an extension of qualifying service eligibility to Australian veterans who served in
South East Asia between 195 5- 75 (effe cti ve from 1 Januaiy 200 1).
The number of cases processed during the year increased in line with the va riation
in intake while the number of cases outstanding at the end of the year rose slightly
from 1 378 last year to 1 591 this year.
Table 16: number of new income support claims
25000
⢠Intake Disposals ⢠Outstanding
20000
15000
10000
5000
1996-97 1997-98 1998-99 1999-00 2000-01
(!Vo te: th e number qf claims disposed includes cases tbat were withdrawn for various reasons, and cases that were determined
concurrently with another claim by the same veteran, dependant or widow/widou;er. New claim processing excludes the processing of Gold Card applications.)
Measu re: average time to process new claims
The average time to process a new claim rose by 13 per cent from 30 days last year
to 34 days this year. This increase can be attributed to the large variation in intake as
described in the previous paragraph. Trends towards the end of 2000-01 indicated a
return to p re -· 1 July 2000 levels, w hen the process ing time consistently averaged
around the 30-day mark.
DEPARTMENT OF VE T ERAN S ' A FF AI R S r----------------
141
Our
Performance
Table 17: average time to process new cl ai ms (days)
50
40
30
20
0 N M
" 0 N M
" 0 N M
0 0 0 0 0 0 0 0
" " " " 00 00 00 00 "' "' "' "' "' "' "' "' '1' "' "' '1' "' '1' I I I I I I I I "' "' "' "' " " " " co co co "' "' "' "' "' "' "' "' "' "' "' "' "' "' "' "' "' "' "' "" 0
"' "' I co "' "'
Measure : number of pensioner initiated reviews
- Performance -Target
N M
"" 0
N M
"" 0 0 0 0 0 0
0 0 0 0
9 0 9 0 0 9 0 9 I I I I
"' "' "' "'
0 0 0 0
"' "' "' "'
0 0 0 0
"' "' "'
0 0 0 0
N N N N
Pe nsioner initiated review (PIR) intake has remained relatively constant over the past
three years with intake rising by two per cent from 126 747 last year to 129 331 this
year. (This year's intake was higher than expected because of the implementation of
th e New Tax System on 1 July 2000. It is estimated that approximately 20 000 extra
PIRs were received as a result of the introduction of this initiative.)
The number of cases processed over the past 12 months increased by five per cent
from 124 767 last year to 131 074 this year whilst the number of cases outstanding fell
by 42 per cent to a five-year low of 2 398 cases.
The Department is currently developing a new pension review strategy with o ne of
the expected outcomes being a lowering of PIR intake levels (see Outcome 1, p.48).
---------------! DEPART M ENT OF V ETERANS ' A FFA I RS 142
Table 18: number of l>ensioner in it iated reviews
140000
120000
100000
80000
60000
40000
20000
1996-97 1997- 98
⢠Intake D Disposals
1998-99 1999-00
Ou r Performance
⢠Outstanding
20 0Q-01
(Note: the number of reviews disposed includes cases that were withdrawn fo r various reaso ns, and cases that were determined with another revietDfo r the same veteran, dependant or widow/widower.)
Measu re: average time to process a PIR
The average time to process a PIR increased slightly from 11 days last year to 13 days
this year. However, this result was still within the Department's timeliness target of
14 days. Performance for the fourth quarter was 10 days, a drop of almost 75 per cent
compared to the hi gh of 39 days in the second quarter of 1996-97. Pe rformance
d uring the past nine quarters has consistently ranged around the 11-day mark , w ith
the only exceptions being the fi rst and second quarters of 2000-01 when the figures
were 14 and 15 days respectively.
Table 19: average time to process a PIR (days)
45 ---------
Performance
40
35
30
25
20
15
10
N (Y)
"" 0
N (Y)
"" 0
N (Y)
"" 0
N (Y)
"" 0
N (Y)
"" 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
" " " " 00 00 00 00 0> 0> 0> 0> 0 0 0 0 0 0 0 0> 0> "' 0> 0> 0> 0> '\' 0> 0> 0> 0> 0 0 0 0 'i' I I I I I I I I I I I I I I I I I I
"' "' "' "' " "
,.._ ,.._ 00 00 00 00 0> 0\ 0>
"' 0 0 0 0
0>
"' "'
0\ 0> 0> CJ)
"'
CJ)
"'
0>
"' 0> CJ)
"' "'
0 0 0 0
0>
"' "'
0\ 0> 0> CJ) CJ) CJ)
"'
0>
"' 0> CJ)
"' "'
0 0 0 0
N N N N
DEPARTMENT OF V ETERANS ' AFFAIRS 143
Our
Performance
Measure: a verage departmental cost per income support beneficiary
Di scounting the change in accounting policy relating to capitalisati on of software
w hi ch reduce unit costs in 2000--01 by $15 , unit costs have remained broadl y
un changed at $96 in 1998-99, $93 in 1999-00 and $97 in 2000-01 (or $82 under the
new accounting policy).
Measure: critical error rates
The critical error rate for income support processing increased from 3 per cent in
1999-00 to 6 per cent in 2000-01. This increase was not unexpected as a new, more
ri goro us, quality assurance (QA) program was implemented natio nally on 1 July 2000
(see Outcome 1, p.41) . Two of the key features of the new program are:
⢠a new sampling regime which entails the selection of larger sample sizes with a
significant bias to the higher risk case types; and
⢠th e implementation of new QA protocols.
The past four quarters have seen the critica l error rate reduce from a high of
7 per cent in the first quarter of the year to 5 per cent in the fourth quarter. This trend
in d ica tes that the Department is on target to meet the quality standard of havin g a
critical error rate of no more than 5 p er cent during 2001-02.
Table 20: income support critical error rates
1996- 97 6 per cent
1997- 98 4 per cent
1998-99 4 per cent
1999-00 3 per cent
2000-0 1 6 per cent
Output 1.2 - Compensation
Objective
To compensate eligible veterans and other eligible people for the loss of phys ica l or
mental well -being resulting from in capacity ca used by eligible war or defence service,
and the effects of that loss on lifestyle (including employability);
To compensate dependants for the death of a spouse/ partner or parent as th e result of
e ligible war or defence service.
O F VE T ERANS ' AFFAIRS
144
Table 21 : performance information for Output 1.2-2000-01
Portfolio Budget Portfolio Ad ditional
Mea sure Statement Estimates Sta tem ent
Quantity: (number of disability, 329 770 328 004
war w idow/widower and other dependan t pensione rs)
Timeliness: (days to process 75 75
a prima ry claim)
Timeliness: (days to process 30 30
a section 31 cla im)
Pri ce: cost pe r pensioner $137 $127
Quality: (critical error rate) Less than 5% Less than 5%
0 u r
Perf ormance
Outcome
325 829
60
27
$117*
4.4 %
change in accounting policy rela ti ng to capitalisation ofsojiware (derailed at note 2(k) oftbe j i"lumcial statements) has res ulted
in a reduction in wzil price of $8.
Measure: number of primary claims
The number of primaty claims finalised in 2000-01 was 55 07 1, a slight increase on
the previous year's figure of 54 884. The number of claims outstanding at the end of
the year w as 9 390. Intake of claims was 55 124, an increase of 1 per cent on the
previo us year, whi ch was contraty to an expected reduction, following a 5.7 per cent
drop during 2000-01.
Table 22: primary claims processing
⢠Intakes 0 Fi nalised ⢠Outstanding
70000
60000
50000
40000
30000
20000
10000
1995- 96 1996-97 1997-98 1998- 99 1999-00 2000- 01
Measure: average ti me to process primary claims
The average time taken to process primary claims declined slightly to 60 days, well
within the target of 75 days . The average age of outstanding cases at 30 June 2001 w as
71 days, also inside the 75 clay target.
DE PA RTM EN T OF V ETE RA NS ' A FFA IRS f---------------
145
Our
Perfo rmance
Table 23: target of 75 days to process primary claims
160 ---· ---· -------------·--
140
40
20
- Performance Target
1991-92 1992-93 1993-94 1994-95 1995-96 1996- 97 1997- 98 1998-99 1999-00 2000-01
Measure: less than 5 per cent critical error
In 2000-01 , the critical error rate was 4.4 per cent, up marginally on 3.9 per cent last
year, but within the Department's target range.
The critical error rate is the proportio n of selected primary claims and section 31
(internal) reviews where the decision has resulted in an incorrect grant of, or increase
in pension, or where a decision is based upon insufficient information. The error rate
is derived fro m monthly samples of decisions examined by Quality Ass urance officers
in the State offices. The cases selected for the sample checks are biased towards cases
consid ered to be "high risk" in terms of potenti al for e rror and p ension cost.
The critical error rate was within 5 per cent fo r all states except Western Australia
and South Australia, where the rate was 6.8 per cent and 5.3 per cent respectively.
Action has been taken in each of those states to bring the rate down. A new Quality
Assurance program will be introduced in 2001 - 02 and th e mix of cases examined
w ill change.
Measure: average cost per pensioner
In 2000-01, the average cost per pensioner fell significantly from $137 in 1999- 2000
to $117. This is partially attributed to the changed accounting policy relating to
capitalisation o f software (deta iled at note 2(k) of the fin ancial statements) which
accounts for $8 of the reduction in price. The balance reflects increased efficiency in
processing of claims.
OF VETERANS' AFFAIRS
146
Measure: average cost per primmy claim
Our Performance
In 2000-01 th e estimated average cost of processing a claim was $478 compared to
$530 last year. This indicator takes into account direct and attributed indirect
departmental expenses, including property operating expenses and depreciation.
It excludes the costs of section 31 reviews of prima1y decisions and departme ntal
activities related to Veterans' Review Board (VRB) and Administrative Appeals Tribunal
(AAT) applications. The cost of information provision through the Veterans' Affairs
Network is also not counted.
The reduction in the unit cost per primary claim in 2000-01 can be attributed to the
change in accounting policy relating to the capitalisation of software (detailed at note
2(k) of the financial statements) and increased efficiency in claims processing.
A benchmarking exercise was conducted in 2000-01 to compare the cost of processing
claims under the Veterans ' Entitlements Act 1986 and unde r the Milita!y Compensation
and Rehabilitation Se1vice with other organisations involved in workers' compensation
schemes. The results of the benchmarking exercise need to be viewed with some
caution, clu e to workload and resource counting issues and differences in client
composition and service delivery arrangements between agencies. Nevertheless, this
exercise showed DVA's unit cost of processing was generall y comparable with similar
Commonwealth Gove rnment compensation providers.
Measure: number of review activities
This indicator is the number o f:
⢠section 31 reviews conducted; and
⢠VRB and AAT applications disposed.
This indicato r was changed slightly in 2000- 01 to better reflect the work undertaken
by the Department to support VRB applications. In 1999-2000 the VRB and AAT
el ement was the number of section 137 reports prepared by the Department for th e
VRB and the number o f AAT applications disposed. The indicators are ve1y similar.
The number of review activities for 2000-01, on the basis of the new indica tor, was
15 343. This compares to a figure fo r 1999-2000, based on the previous indicator,
of 15 423.
Measure: average time taken to process a section 3 1 review
In 2000-01 the target for this measure was 30 days. Nationally, the average time taken
to process section 31 reviews was 27 days, comparable to the 26 days in 1999-2000.
Measure : percentage of section 13 7 reports disposed of within 42 days
Section 137 of the YEA requires the Department to provide a claimant and the VRB
with a repo rt of the evidence considered in the primary claim within 42 days of the
Depanment receiving the VRB application. In 2000- 01 the percentage of reports
DEPARTMENT OF VETERANS' AFFAIRS !--------------
147
0 u r
Pe rf o rmance
pre pared within 42 days was 87 per cent, a significant improvement upon the
67 pe r cent in 1999-2000 and 47 p er cent in 1998-99.
All States, except Victoria and Tasmania, consistently achieved mo re than 90 per cent
in most quarters. Victoria's annual p erformance at 72 p er cent was not satisfactory,
but the State achieved more than 70 per cent in the last three quarters of 2000-01.
Tasmania achieved more than 88 p er cent in each of the first three quarters of the
yea r, but its p ercentage fell to 60 p er cent in the last quarter, with a yearly average
of 81 p er cent. Further improvement is required in 2001-02.
Measure: average cost per review and appeal activity
The estimated average cost for the year per review activity was $770, compared to
$964 in 1999-2000. This fi gure covers the costs of section 31 reviews of prima1y
decisions and departmental activities related to applications to the VRB and AAT. It
takes into account direct and attributed indirect departmental expenses, including
property operating expenses and depreciation. The cost of information provision
thro ugh the Veterans' Affairs Network is excluded.
The reduction in the unit cost per review activity in 2000-01 largely reflects the change
in accounting p olicy relating to capitalisation of software (detailed at note 2(k) of the
fin ancial statements).
Lodgement of claims
The to tal intake of entitlement and assessment cases increased by 1 p er cent in
2000-01 , after two years of reductio ns . The intake for the year was 55 124 compared
w ith 54 545 in 1999-2000.
The ageing of the veteran community, the continued high level of media attenti on to
commemorative activities and the improved knowledge of ex-service organisations
ga ined through the Training and Information Program (TIP) and outreach activity, may
have contributed to kee ping claim levels high, despite the fa lling number of Wo rld
Wa r II veterans.
The mix of claims received varied. There were 28 442 disability claims, an increase
of 787 or 2.8 p er cent o n the previo us year, aft er a drop in 1998-99 of 1 486. Wa r w idow/ widower claims fell by four per cent fr om 7 855 to 7 540, aft er a reducti on
of 15 per cent in 1998-99. Assessment cases remained about the same as the past two
years at 19 142.
First-time claims for disability pension totalled 7 43 3, up 5 p er cent o n 1999-2000.
These made up 26. 2 pe r cent of all disability cl aims lodged in 2000-01. Of the war
widow/ widower claims , 2 452 or 32.5 p er cent were from widows/ wid owers of
veterans who had never claimed disability pension. This was at the same rate as in
1999-2000. These figures indicate a continued high proportion of new veterans and
OF V ETER A NS ' AFFAIR S
148
Our Pe rf or m ance
widows/widowers accessing pensio ns. The TIP program and the media focus on
commemo ration may be fa cto rs.
Disabil ity cla im outcomes
During the year, 75 538 disabilities were determined at the primary level.
Table 24: acceptance rate for disa bilities by State
NSW Vic Ql d SA WA Ta s Aust
Number of disabilities determined 22 694 20 699 20 243 4 595 5 289 2 018 75 538
(rejected and accepted)
Disabilities accepted (% ) 57 .2 57 .5 64.0 55 .8 71.4 68.6 60.3
The national acceptance rate fo r ind ividual disabiliti es increased marginall y to
60 .3 per cent compared with 58.6 per cent in 1999-2000. The acceptance ra te has
increased slightly over the past three years.
The top seven disabilities most claimed by vete ra ns were unchanged from 1999- 2000.
The fo llowing table show s th e results of decisions made at the prima1y level for the
10 most fr eq uently claimed d isabilities covered by Statements of Principles (SoPs).
Ti nnitus now appears at No. 8 (2 323 determinations) whereas last year it was at
No . 11 . Hypertension has dropped from No . 9 to No. 11.
The total numbe r of determinations of disabilities covered by Repatriatio n Medical
Authority SoPs was 61 888. During the year, 40 25 2 of these were accepted, producing
an overall acceptance rate fo r SOP d isabil ities of 65 per cent.
Overall , 52 per cent of d isabili ties determined by using the RMA SoPs are covered by
the top 10 SoPs.
Ta ble 25: determinati on s of disa bilities covered by Statements of Princi ples
No. of No. of Total no. of
disabiliti es disa bilities Acceptan ce disabil ities
SO P title accepted rej ected ra te (%) determ ined
Sensori Neural hearing loss 7 949 104 99 8 053
2 Osteoarthrosis 1 520 2 594 37 4114
3 lschaemic heart d isease 2 208 957 70 3 165
4 Ch ronic bronchitis and emphysema 2 340 417 85 2 757
5 Post traumatic stress d isorder 2 457 299 89 2 756
6 So lar keratosis 2 301 273 89 2 574
7 Lumbar spondylos is 958 1 428 40 2 386
8 Tinnitus 2 059 264 89 2 323
9 Non-melanotic ma lignant neo plasm 1 753 198 90 1 951
of the sk in 10 Acquired cataract 1 768 143 93 1 911
Total 25 313 6 677 79 31 990
D E PAR T MENT OF V ETERA N S ' A FFAIRS !
149
Our
Perfo rmance
War widow / widower claim outcomes
A total of 7 267 war widow/ widower claims was determined at the primary level
during the year.
Table 26: acceptance rate for war widow/widower claims by State
NSW Vic Qld SA WA Tas Aust
Number of claims determined
Percent age of cl aims ac cepted
2 402 2 051 1 452 628
49.7
523 59 .1
211 7 267
65.3 54.9 63. 2 63.0 60. 1
Na tionally, the acceptance ra te for war widow/widower claims at the primary level
reduced slightly from 61 per cent to 60.1 per cent. The gap in the acceptance
rates between the States has increased from 13.0 percentage points to 15.6 p ercentage
po ints. South Australia and Victoria showed the largest variations from the
national acceptance rate. Most of the claims for the war widow/ widower's pension
(95 per cent) were lodged on the grounds that the ca use of death was related to the
commencement or increase in smoking by the veteran during service.
Grants of war widow/ widower p ensions increased marginally from 7 200 in 1999- 2000
to 7 289 in 2000-01. The number of war widows/ widower pensioners continued to
ri se. As at 30 June 2001 , there were 110 656 war widow/ widowers receivin g pensions,
an in crease of 2 703 or 2.5 per cent on the previous year. War widow/ widower
numbers are expected to rise for another seven years to a peak of around 123 900,
as a result of deaths of WWII veterans.
Assessment outcomes
There were 17 974 applications lodged for increased disability p ension rates in
2000-01, up from 17 640 the year before. The acceptance rate for claims applying for
an in crease to disability pension rate reduced marginally from 67 per cent in
1999- 2000 to 66 .5 per cent in 2000-01. The State offi ce acceptance rates ranged by
12.6 percentage points, from 59 .1 per cent in Victoria to 71.7 per cent in Tasmania.
Table 27: acceptance rate for applications for increase to disability pension rate by State.
NSW Vic Qld SA WA Tas National
63.9 % 59.1 % 69.2% 71 .2% 67. 1% 71 .7% 66.5%
The total number of disability p ensions being paid fe ll slightly from 162 730 to
162 505. Th e number is expected to continue to reduce slowly to about 147 600 by
2006. During the year, 7 701 d isability pensions were granted compared to 7 732 in
1999- 2000. The average disability pension in respect of grants was equ ivalent to
61 per cent of the general rate compared to 60 per cent the previous year.
O F VETERANS' AFFA IRS
150
Our Pe rformance
The trend of increasing average rates of disability pensions continued due to the
ageing of the veteran population. The overall average disability pension rate increased
from 54. 4 per cent to 55.2 per cent of the general rate. Taking into account the special
rate, intermediate rate and extreme disablement adjustment rate, the average disability
pension increased from 90.6 to 94.8 per cent of the general rate . The trend shows
that average rates of disability pension are increasing at a slightly faster rate .
In 2000- 01 2 51 9 grants of special (Totally and Permanently Incapacitated) rate
pensions were made, compared to 2 503 in the previo us year. Of these, 87 per cent
were paid to Vietnam veterans, compared to 84 per cent in the previous year. This is
believed to be due to the numbers of Vietnam veterans reaching an age where their
disabilities are becoming more manifest and are affecting their ability to remain in
employment. Most of these grants were cases w here posttraumatic stress disorder was
the dominant disability suffered by the veteran. The number of special rate pensions
in payment increased for the eighth successive year and reached 25 046, up by 1 834
or 8 per cent for the year.
Extreme disablement adjustment (E DA) grants to talled 3 689 and numbers in payment
rose by 22. 1 per cent during the year, fro m 9 278 to 11 331. As a veteran must be at
least 65 years of age to receive this pension rate, most of these grants were made to
World War II veterans. The number of EDA recipients has been increasing significantly
in recent years and is expected to continue to ri se as the veteran population ages.
Administered Expenditure
Expenditure on disability pensions increased fro m $1 008 million in 1999-00 to
$1 116 million in 2000- 01. The rate of growth in disability pension expenditure is
slowing. Expenditure on war widow/ widower and o rphans' pensions rose from
S1 09 1 million to $1 198 m ill ion over the sa me period. Most of this rise was due to
increasing numbers of war w idows' pe nsions and the changing profile of disability
pensions towards higher rates.
Output 1.3 Veterans' Review Board
Information about the Veterans' Review Board is available in the VRB annual report,
which is tabled separately.
DEPAR T MEN T OF V ETER A NS ' AFFA I RS f---------------
151
Our
Performance
Output 1.4 Housing Support
Objective
Provide financial assistance through the Defence Service Homes Scheme.
Table 28: performance information for Output 1.4-2000-01
Portfolio Budget Portfol io Additional
Measure Statement Estimates Statement
Quantity: (number of 70 000 68 000
housing loans)
Price: (cost per loan) $38 $36
Tim elines s: (certificates of 90 % 90%
entitlement issued within 2 1 days)
Qua lit y: (critica l error rate) Less than 5% Less than 5%
Outcome
63 468
$31 *
95 .9%
0.6%
â¢A cha11ge in accounling policy rela!ing to capita!isatioll of sojiware (de/ailed at note 2(k) of the financial statemerus ) has resulted
in a reduction in lbe unit price of $4.
The departmental price (cost per loan) decreased from $39 in 1999-2000 to $3 1 in
2000- 0 1. The change in price resulted from a review of resources to ensure that
staffin g leve ls were aligned with service delivery requirements and the changed
accounting p olicy relating to capitalisation of software (detailed at no te 2(k) o f the
finan cial statements).
Defence Service Homes
For 2000- 01 , the interest subsidy payme nt was less than budgeted. This is attributable
to two factors:
⢠the DS H benchmark interest rate which is an average of home mortgage interest
rates in the wider community; and
⢠the number of DSH home loan accounts.
Table 29: number of housing loans maintained as at 30 June
94-95 95- 96 96-97 97- 98 98-99 99-DO 00- 01
OF VETERANS' AFFAIRS
152
Table 30 : percentage of certificates of entitlements issued within 21 days
100
- Performance
98
- Target
96
94
92
90
88
____ _L ____ ____ L_ ____ L_ __
94-95 95-96 96-97 97- 98 98-99 99- 00 00--{) 1
Our Performance
For most o f the yea r, home mortgage rates were lower than anticipated. In keeping
with expectations, the number o f DSH loans accounts reduced to 63 468, a decrease
of 8.9 pe r cent on the previous year. During 2000- 01, 4 11 0 people applied for
Ce rtificates of Entitlement to obtain DSH interest-s ubsidised loans. This was an
18 per cent decrease on the previous year. There were 3 817 certificates issued, of
which 460 were for Additional Advances, which provide loans for home repairs, and
maintenance to existing DSH borrowers who have not borrowed the maximum
loan amo unt.
During 2000-01 , 96 per cent of certificates were iss ued within 21 days of receipt o f the
applicati o n, exceeding the performance indicator of 90 per cent.
Defence Service Homes Insura nce
Measure: number of building insurance policies
As at 30 June 2001, there were 11 4 369 building insurance po licies in place, compared
with 118 430 at the end of the previous year, a decrease of 3.5 per cent.
Measure: n umber of contents insurance p olicies
As at 30 June 2001 , there were 40 217 contents policies in place, compared with
39 733 at the end of the previous year, an increase of 1.2 per cent.
DEPARTMENT OF V ETER AN S ' AF F AIRS !---------------
153
Our
Pe rfo rm a nce
Outcome 2- Health
Eligib l e veterans, their w ar w idow s and wido w ers and dependants
hav e access to health and other care services that promote and
m aintain se lf sufficiency, well-being and quality of life.
Output 2.1 Arrangements for delivery of services
Objective: To provide quali ty, cost-effecti ve health care and support services.
Table 31: performance information for Output 2.1 - 200D-01
Portfol io Budget Portfolio Additiona l
Meas ure Statemen t Estimat es Statement
Quantity: (total number of 351 600 344 804
Gold and White Ca rd holders)
Price: (cost per ca rdholder) $143 $195
Qual ity: High level of High level of
veteran satisfaction veteran satisfaction
Outco me
345 131
$169*
98% satisfaction (Veterans Satisfaction Survey)
⢠A cbcmge in accounting policy relating to capitalisation of software (delttUed at note 2(k) oft he financial statements) bas resulted iu a reduction in the unit p rice of $2 1.
At 30 June 2001 , the total treatment population was 345 131 , comprising 283 925 Gold
Card holders and 61 206 White Card holders . This was a net decrease of 3 55 1 Gold
Ca rd holders and 450 White Card holders. Total numbers fell by 4 00 1 o r 1.1 per cent
o n the previo us yea r. The number of veterans and war w idows/ widowers eligible fo r
DVA-funded health care is in long-term decline as the veteran community ages.
Table 32: veteran treatment population by age as at 30 June 2001
OF VETERANS " AFFAIR S
154
Our Performance
Given current eligibility criteri a , it is estimated that the treatment population w ill
decline by 17 per cent between 1997 and 2007. However, by 2007, it is estimated that
42 per cent of male Gold Card holders and 56 per cent of female Gold Card holders
will be 80 years and over.
Female card holders will continue to increase, both in numbers and proporti on ,
over the projection period to 2007. At that time women are expected to comprise
44 per cent of the total treatment population and 52 per cent of Gold Card holders.
Measure: price per cardholder
The departmental administrative cost for 2000-01 was $169 per Gold or White Card
holde r, or $190 when abstracting the effect of new accounting policy, compared to
$159 in 1999-2000. The increase in cost can be attributed to increase in processing by
the Health Insurance Commission, resulting from higher d emand for health services
due to the ageing veteran population and the implementation of new policies,
including software development.
Hospitals
Measure: number ofprivate and public hospital separations.
The number of private hospital separations increased by 4.2 per cent from 195 366 in
1999- 2000 to 203 539 in 2000- 01, while the number of public hospital separations
increased by 1.9 per cent from 129 486 in 1999-2000 to 131 983 in 2000-01. These
figures and the trend over recent years reflect the increased hospital requirements of
an ageing population and a shift between public and private hospital usage following
the introduction of veteran partnering contracts with a number of priva te hospitals,
giving them Tie r 1 Status under the Repatriation Priva te Patient Scheme.
Table 33: number of public and private hospital sepa rations- 1998- 2001
⢠Pri vate IJI Public
250000
1997- 98 1998-99 1999- 00 2000-D1
DEPARTMENT OF VET ER ANS' AFFAIRS !---------------
155
Our
Performa nce
Measure : cost per public and private hospital separation
The departmental cost per public and private hospital separation combined was
$18.64 during 2000-01. This is a 16.2 per cent decrease on the amended cost in
1999-2000 of $22.25 .
As in previous years, to take into account the lag in availability of separati ons data,
the reporting period is March- March. Due to hospital billing reconciliation processes,
th e data fo r the fourth quarter is not reliable until three months after the end of the
quarter.
The 1999- 2000 departmental cost as shown in the 1999-2000 Annual Repo1t has been
ame nded from $18.00 to $22.25 due to mo re accurate data becoming available after
th e publication of the report. This year's figure has been calculated at a later date and
therefore reflects more accurate figures for separations. There may, however, still be
some future vari ation as more complete data becomes available.
Pharmacy
Measure: number of pharmaceutical items dispensed
The number of items dispensed increased by 8.7 per cent, from 12 045 595 in
1999-2000 to 13 099 032 in 2000-01.
Measure : average number of items dispensed per entitled card holder
The average number of pharmaceutical items dispensed per veteran increased
by 15 per cent from 33 items per veteran in 1999- 2000 to 38 items per veteran in
2000-01.
These figures reflect changing medication needs due to the ageing of the veteran
community.
Table 34: number of pharmaceutical items dispensed
1996- 97 1997- 98 1998- 1999 1999--QO 2000--01
----------------! DEPARTMENT OF VETERANS ' AFFAIRS 156
Table 35 : average program cost per entitled ca rd holder
$1 000 ---------
$800
$600
$400
$200
1996-97 1997-98 1998-1999 1999- 00 2000-01
Measure : average program cost per entitled card holder
Our Performance
The average program cost increased by 26.5 per cent from $746.88 to $944.98 per
entitled veteran whi le the overall increase in expenditure of the Repatriation
Pharmaceutical Benefits Scheme (RPB S) was 19.4 per cent. The additio nal increase in
average program cost reflects an increase in prescribing overall, particularly involving
newer more expensive medications. For example , psychotropic, anti-inflammatory and
cardio-vascular drugs are some of the most commonly p rescribed medications, of
which the newer forms are significantly (200-300 per cent) more expensive than the
ones they replace.
Medical
Measure : number of card holders using medical services
The number of card holders usi ng medical services from May 2000 to April 2001 was
323 313, a decrease of 5.2 per cent on the previous corresponding period.
Measure: program cost per card holder - medical services
The program cost per card holder for medical services increased by 3.6 per cent, from
$1 437 .08 during 1999-2000 to $1 488.28 during 2000--01. This refl ects a continuing
upward trend, driven by an ageing popul ation requiring longer and more frequent
consultations and expensive procedures.
Measure : number of medical services (including LMO and specialist services)
The number of medical services provided increased by 4.7 per cent, from 10 693 653
in 1999- 2000 to 11 194 749 in 2000--0 1
DEPARTMENT Of V ETERANS ' AFF A I RS 157
0 u r
Performa nce
Table 36: number of card holders using medical services
350000
310000
300000
290000 1996- 97 1997-98 1998-1999 1999-00 2000-01
Allied health services
Measure: number of card holders who accessed allied health and dental services
The number of card holders accessing ailied health and dental services increased
by 1.3 per cent, from 642 486 during 1999- 2000 (covering the period of the fourth
quarter 1998-99 to third quaner 1999-2000) to 650 647 during 2000-01 (for the
equivalent period).
Table 37: number of card holders who accessed all ied health and dental services
Note: Data for the fourth qum1er of 2000--0.1 was not complete at time c!{puhlication_ lbis graph does not include data for communizy m1rsing.
98-99 03 98- 99 04 99-00 01 99-00 02 99-00 03 99-00 04 00-01 01 00-01 02 00- 01 03
Measure: administered cost per card holder
The administered cost per card holder for allied health and dental services increased
by 8 per cent, from $4 14 per card holder in 1999-2000 to $449 per card holder in 2000-01.
OF VETERANS ' AFFAIRS
158
Community nursing services
Measure: num ber qf card holders who accessed community nursing services
Our Pe rformance
In 2000-01 , DVA for th e first time collected community nursing indicators separately to
alli ed health servi ces.
Seasonal trends in numbers of card holders accessing services are expected and
account for the first quarter of the year having the highest number of card holders
accessing services.
Quarterly figures are based on date of service. The accuracy of the figures increases
as the majority of cl aims for that peri od are submitted. There is a level of confidence in
the stability of th e fi gures when the period is completed for three months or greate r.
The fourth quarter's data is incomplete, as the majority of claims for this peri od have
not yet been submitted. The sum of the four quarters is higher than the total for the
year, as cardho lders accessed services more than once.
Table 38: number of card holders rece iving community nursing se rvices
18000
2000-01 0 1 2000-01 02 2000- 01 03 2000-01 04
Measure : program cost per card holder
The total number of card holders who accessed community nursing services was 29 941
and the program cost per card holder for community nursing was $1 661. 83 during
2000-01, based on Treatment Information System data for this period . This figure is
based on the date of processing the claim.
Payments and eligibility
Measure: number of service items claimed/processed by th e Health Insurance
Co mmission
The HIC processed 18 250 703 payments for DVA during 2000-01 , an increase of
4 per cent on the 17 552 627 payments made during 1999-2000 Of these, 1 173 148
DE P ARTME N T O F V ET ERA NS' A F F A IRS
159
0 u r
Pe rformance
payments (6.4 per cent) were rejected, compared with 958 392 (5.5 per cent) during
1999-2000. The increase in the number of payments processed reflects increased use
of services by an ageing veteran population.
Veterans' Home Care
The Veterans' Home Care program commenced in January 2001, providing home care
services to eligible veterans and war widows/ widowers based on assessed care need.
Between January and 30 June 2001, just under 20 000 veterans and war widows/
widowers were assessed for Veterans' Home Care services, with over 19 000 receiving
basic home care services. This does not include services funded under special
arrangements with State and Territory Governments for veterans and war widows/
widowers being transferred from the Home and Community Care Program to Veterans'
Home Care.
Ve te rans' Home Care was expected to provide funding for basic home care services
o f approximately $17 million from January to June 2001 to eligible veterans and war
widows/ widowers. In the six month period up to 30 June 2001 , just over $14 million
was paid for Veterans' Home care services to veterans and war widows/ widowers.
These figures are marginally short of expected costs but numbers of new assessments
in May and June 2001 indicate that the program is on target to meet projected
expenditure in a full year.
The program was implemented nationally within a very tight timeframe for developing,
tendering, contracting, systems development and training following the Budget
announcement in May 2000. In line with the Government Online Strategy, the program
has pioneered e-commerce in the aged and community care sector, with 32 Veterans'
Home Care assessment and coordination organisations (with agencies in 54 regions)
and 296 service providers accessing the DVA website to enter assessments and
referrals, approve services, create care and se1vice plans, record service provision
and claim for payment.
Veterans' Home Care incorporates three new contracted services - domestic
assistance, personal care and home and garden maintenance. The pre-existing DVA
Respite Care program, incorporating in-home and residential respite and Emergency
Short Term Home Relief, has also been rolled into the Veterans' Home Care program.
The Veterans' Home Care program figures below do not include respite care approvals
processed by State offices between 1 July 2000 and 30 December 2000, and transitional
respite approvals by State offices after that date for veterans and war widows'/
widowers' being transferred to Veterans' Home Care.
---------------...J DEPARTMENT O f V E TERAN S ' AFFAIRS
160
Our Per formance
Ve terans' Ho me has a strong p reventive health focus and p a rti cularly targets
veterans' and war w idows'/ widowers' low level care needs. In line with this focus,
80 per cent of assessments resulted in an approval fo r one service, 16 per cent for two
services, and 1 p er cent for three services. Three per cent of assessments did not result
in an approval fo r Ve terans' Home Care services, as veterans may have been refe rred
to a more appro priate service such as community nursing or Ho meFront.
The service most frequently approved was domestic assistance, w ith 53 per cent of
approvals, foll owed by home and garden maintenance w ith 28 p er cent, respite care
with 16 per cent and personal care with 3 per cent of approvals.
Services such as deli vered meals a re provided under separate arrangements w ith State
and Territory Governments.
There were approximately 17 275 approvals from 1 July 2000 to 30 June 2001
for residential and in-home respite care. Of these, 7 934 approvals were made
under the new Veterans' Home Ca re system from January 2001. It is difficult to make
comparisons with respite care outcomes for previous years, due to the new
administrative arrangements and funding sources introduced from January 2001.
However, it appears that respite approvals for the 2000- 01 financial year have
increased by 19 per cent from the previous year. A significant increase in respite
expenditure is not unexpected given the changing age profile o f the veteran
community and the increased community awareness of respite availability, due to
publicity through Commonwealth carer suppo rt programs and Veterans' Home Care.
Table 39: number of assessments completed by State
6000
5000
4000
3000
2000
1000
NSW VIC OLD WA SA TAS NT ACT
DEPARTMENT OF VETERANS ' AFFAIRS f---------------
161
0 u r
Pe rformance
Table 40: percentage of approvals for one or more service types (Jan to June 2001)
90%
30%
20%
10%
0 service types
1 service type 2 service types
3 service types 4 service types
Table 41: number of approvals for each veterans' home care service type (Jan to June 2001)
30000
25000
20000
15000
10000
5000
Personal Care Home & Garden Domestic Maintenance Assistance
Respite
in-home and residential respite and Emergency Short Term Home
re!ie}; bur does not include transitional respite approved by the State OjJ!ce
Output 2.2 Veterans counselling and special services
Objective
Provide high -quality, integrated services through counselling, community development,
rehabilitati on and referral for veterans and th eir dependants, especially Vietnam and
yo unger veterans.
!DEPAR T MENT 162
0 F VETERANS' AFFAIRS
Table 42: performance information for Output 2.2
Measu re
Quantity: (number of clien ts receiving counsel li ng services)
Price : (cost per clien t)
Timeliness:
Quality:
Portfolio Budget Statement
12 200
$722
% of veterans and family presenting for services who receive attention within two weeks
High level of veteran satisfaction
Portfolio Additional Est imates Statement
13 050
$608
% of veterans and family presenting for services who receive attention within two weeks
High level of veteran satisfaction
Vietnam Veterans Counselling Service
Outcome
13 200
$700
O u r
Performance
94 % of veterans and family presenting for services w ho receive
attention within two weeks
85.8% satisfaction (client survey)
During 2000- 01, the Vietnam Veterans Counselling Service (VVCS) provided 64 485
counselling and case management services to veterans and their families. This incl uded
29 991 centre-based services and 28 063 services in rural and remote locations thro ugh
the countty outreach program. The VVCS also provided 678 group program services.
Measure: number of clients receiving counselling services
In total, 13 200 clients attended for counselling, case management and group
program services.
Measure: price per client
The price per clie nt for deli ve1y of counselling and case management services (not
including group services) was $700 in 2000- 01, compared to $697 in 1999-2000.
Measure: percentage of clients presenting .for service who receive attention
within two weeks
Se tv ices were provided to 94 per cent of veterans and families within two weeks.
These clients received either counselling within centres, referral to contracted priva te
providers in rural areas or were referred to other appropriate agencies.
Measure: high level of veteran satisfaction
Responses to the annual client satisfacti o n survey of clients completing counselling
showed that 85.8 per cent were highly satisfied with services su pplied by VVCS. This
included 83 .2 per cent w ho expressed satisfaction with centre-based counselling and
87. 2 per cent who were satisfied with services supplied b y contracted counsellors
under the Country Outreach program.
DEPARTMENT OF V ETERANS ' AF F A I RS I 163
0 u r
Perfo rmance
Outcome 3 - Commemorations
The service and sacrifice of men and women who served Australia
and its allies in war, defence and peacekeeping services are
acknowledged and commemorated .
Output 3.1 - Commemorative Activities
Measure: heightened public awareness of the experiences and sacrifices of
veterans during periods of war and the role of veterans in the development of Australia,
through commemorative events and activities through the Their Service -Our
Heritage program.
Commemorative events
The media and the veteran community reported increased attendances at
commemorative events. In 2001, more than 12 000 people attended the Anzac Day
Dawn Service at the Anzac Commemorative Site in the Gallipoli International Peace
Pa rk. Large crowds also attended Anzac Day services in cities and towns across
Australia, including substantial numbers of school children and young relatives of
deceased veterans.
Anzac Day was commemorated in more than 40 countries. These included the
Re public of Korea, where Korean War veterans from Australia and New Zealand
commemorated Anzac Day in the United Nations compound in Seoul, at the
culmination of the commemorative mission to mark the 50th anniversary of the
Korean War.
Widespread observance of Remembrance Day was also recorded in schools and in the
general community.
Commemorative missions in 2001 for the 50th anniversary of the Korean War and the
60th anniversary of the Battle of Greece and Crete attracted w idespread media
coverage in Australia and overseas. This resulted in increased public awareness of the
service and sacrifice of Australian servicemen and women during these conflicts.
The documentary series Australians at War was screened over eight weeks,
commencing on Anzac Day 2001. The series drew critical acclaim and resulted in
sizeable ratings generating further interest and awareness in Australia's involvement in
wars, conflicts and peacekeeping operations and the role of veterans in the
development of the nation.
Increasing interest and palticipation in commemorative events resulted in the
Their Service- Our Heritage program approving 26 major commemorative grants
totalling $390 504. A total of 382 grants worth $805 722 was approved to help restore,
O F VETERA NS" AFFA I RS
164
Our Perform a nce
update o r establish regional war memoria ls, while 242 grants totalling $484 295 were
approved to assist local commemorative activities.
Education Activities
The Remembrance Day 2000 Education Resource and Anzac Day 2001 Education
Resou rce: Th e Spirit of Anzac were distributed to more than 11 000 schools throughout
Australia . Commemorations Branch staff gave presentations and staffed displays at
10 teachers' conferences in Victoria , New South Wales and Canberra, reaching
approximately 3 500 teachers.
The Department co-sponsored the National History Challenge, which received
4867 entries fr om 223 schools. In the 2001 competitio n, 44 per cent of entries were
received in the special DVA/ Australian War Memorial category of 'Wartime
Experiences'. The Department also assisted with the Simpson Prize, which received
1555 entries from 104 schools.
In June 2001 , the Department's website www.anzacsite.go v.au w as announced as
the joint winner in the secondary schools website category for The Australian
newspaper and the Australian Publishe rs Association Excellence in Educational
Publishing awards. In April 2001, the re were more than 140 000 visitors to the
website, compared to more than 30 000 visitors in April 2000.
For more information about commemorative activities, see Outcome 3, p. 93.
Output 3.2- Office of Australian War Graves
Object ive
⢠To commemorate, individually, the sacrifice of those Australian men and women
who gave the ir li ves during war, or who have died post-war as a result of their war
service and to maintain those commemorations in perpetuity; and
⢠To construct and maintain major memorials at significant locations where
Australians have suffered and died.
Tab le 43 : performance information for Output 3.2
Measure
Quantity: (number of graves and war ce meteries maintained)
Price: (departmenta l
cost per grave )
Portfolio Budget Statement
240 000
$17
Portfolio Additional Estimates Statement
240 000
$15
2000-2001
250 696
$13
DEPARTMENT O F VETERANS' 165
Our
Perfo rmance
Measure: number qf memorials co mpleted
In 2000-01 the OAWG was advised of the eligibility of 8 123 veterans. By June 2001,
5 215 war graves memorial forms had been re turned , of w hich 219 did not require a
me morial. The total number of memorials completed for the year w as 6 442. This
fig ure includes memorials that were ordered prior to the end of 1999-2000 but
completed during 2000-01. As in previous years, a number of forms were not returned
and these have been followed up with a reminder letter.
Table 44: number of memorials completed
Gardens of Remembrance
Crematoria
Grave memorials
No memorial required
Total
Measure: a verage cost per memorial item
Table 45 : average cost per item
Standard grave cover with plaque
La wn memorial with plaque
Cremation memorial
Garden of Remembrance
Measure: high level of community and veteran satisfaction
1999-2000
4 741
733
968
292
6 734
1999-2000
$888.80
$238.83
$248.74
$34.50
2000- 2001
4 892
626
924
219
6 661
2000-2001
$899.36
$253.90
$267.63
$37.00
The OAWG receives some 15- 20 letters and te lephone calls of appreciation per week
from next-of-kin in respect of memorials completed.
Measure: Information service activities
There continues to be interest in the location o f graves and memorials overseas fo r
Australian war dead. Errors detected on the Commonwealth War Gra ves Co mmission
(C WGC) Debt of Honour website at www.cwgc.org are being passed to CWGC on a
monthly basis . Requests for p ermission to use the Se1v ice e mblem remain hi gh. The
O AWG relies on the CWGC to provide photographs of war graves and cemeteri es
overseas and some delays have been experien ced in rece iving photographs.
Table 46: information service activities
Number of enquiries
Ph otographs supplied
Requests to use service emblems
1999-2000
3 437
645
3 590
OF VE T E RA N S' A FFAIRS
166
2000- 2001
2 245
981
3 753
Measure: number of memorials maintained
Table 47: memorials maintained
Post-war commemoration Civ il/ lawn cemetery
Crematoria
GR M
War graves Australia
PNG
Other
Memorials to the Missing Australia
PNG
Total
1999- 2000
52 750
31 178
137 856
11 737
7 773 10
1 032 2 304
244 639
Our Performan ce
2000-2001
53 570
31 785
142 755
11 737
7 773 10
1 032
2 034
250 696
Note: where th e rema ins of a war casualty have been recently identified, f or practical reasons the na me remains on the Mem orials to the t'vl issing
Measure: departmental cost per memorial
The cost per memorial is based on the annual structural and horticultural maintenance
of 70 war cemeteries in Australia and three war cemeteries in Papua New Guinea.
Typical war cemetery maintenance includes: the mowing of lawns; the weeding of
headstone and perimeter garden beds; the pruning of roses and the care of other
plantings; the maintenance or replacement of the white Ulam marble headstones; and
repairs to structures such as Crosses of Sacrifice. Maintenance of post-war memorials
includes the cleaning of bronze plaques, the removal of moss and lichens fro m grave
kerbing and the repair of any failin g graves. In 2000- 01, the average cost of
maintaining a memorial was $13.
Measure: performance against published standards
Each year the number of new post-war commemorations completed is added to the
maintenance of existing war and post-war memorials. Maintenance is undertaken in
perpetuity and therefore wi ll not diminish.
Because of the need to maintain the increasing number of OAWG assets to a high
standard, contracts have been let to maintain country war cemeteries and post-war
memorials in the metropoli tan areas of Sydney, Me lbourne and Brisbane. Further
contracts have been let for the Hunte r region of NSW, further areas of Melbourne,
the Gladstone, Maryborough and Bundaberg area and the Gulf of Ca rpentaria in
Queensland. New contracts have been let in northern ew South Wa les and in north
west Tasma nia.
DEPARTMENT OF VETERANS ' AFFAIRS 167
Our
Performance
Outcome 4 - Client Service
The needs of the ve teran community are identified , members of
the co mmunity are informed about availab l e community and
spec ific services and t he y are able to access such services.
Output 4.1 -Service Delivery
Objective
Provide communication and community support and development services to
providers and the veteran community, including veterans' local support groups.
Table 48: performance information for Output 4.1
Portfolio Budget Portfolio Additional
Measure Statement Estimates Statement Outcome
Quantity: (n umber of 514 100 509 700 528 793
clients supported)
Price: (cost per client) $94 $87 $76*
Quality: (Overall High level of High level of 88 % (Veterans
veteran satisfaction) veteran satisfaction veteran satisfaction Satisfaction Survey)
'A cbange in accounting policy relating to capitalisation ofsojiware (detailed at note 2(k) oftbefiucmcial bas resulted ill fl reduction in tbe unit price of $2.
Unit cost
Un it costs of $75 in 1999-2000 shown in last year's Annual Report were calculated on
th e basis of clients including veterans and service providers. The veteran s only cost
was $84. In 2000-01 the corresponding costs are $69 and $76 respectively. The
decrease in costs in respect of the veteran clients is principall y due to an upward
rev ision of the number of veteran cli ents in 2000-01, based on more accurate
in formation.
Service charter measures
ln 2000-01 DVA implemented a new Feedback Management System (FMS). FMS is a
computer program to record and analyse feedback. Utilis in g FM S, DVA recorded
222 complaints . Of these, 69.54 p e r cent of complainants were satisfied with the way
the Department handled their complaint, 28. 43 per cent were neutral and 2.03 per cent
were d issatisfied.
The average time taken to resolve complaints was within 14 days. The four most
common complaints were :
⢠timeliness of service;
⢠the appropriateness of service/ information provided;
D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
168
Our Performance
⢠helpfulness of staff; and
⢠courtesy of staff.
On the other hand, DVA recorded 457 complime nts. The fo ur most common
compliments were:
⢠helpfulness o f staff;
⢠courtesy of staff;
⢠timeliness of service; and
⢠th e appropriateness of service/information provided.
As FMS was not o pe rational fo r the entire fin ancial year, it is not accurate to make
comparisons to earlier results.
Measure: overall veteran satisfaction
Overall vete ra ns' satisfaction with DVA's services remains high , with only 3 per cent of
survey responde nts expressing dissatisfaction. This result is consistent w ith the 1998
Veterans Satisfa cti on Survey, w hich found 2 per cent of respo ndents were dissa tisfi ed
with the services that they had received from th e Department.
Table 49: overall veteran satisfaction
⢠Sati sf ied Neither Satisfied nor Di ssatisfred 0 Dissatisf ied
Feb/Marc h 2001
December 2000
Se ptember 2000
1998
0 20 40 60 80 100
Performance against the measures for service delivery contained in the Service Charter
continued to show excellent results . However, the quarterly survey results were
slightly less favourable than those in 1998 because although the total percentage of
ve terans reporting poor service remained constant, the percentage of veterans
reporting average service de liveiy increased.
In the May 200 1 Veterans Satisfactio n Survey fo r the criteri on "treating respondents
with courtesy, respect and sensiti vity" 88 per cent rated this as good, 10 per cent
average and 1 per cent poor. Just over 80 per cent of respondents were pl eased with
DVA performance in informing veterans about their right of appeal, 77 per cent
indica ted that DVA explained its decisions clearl y and 76 pe r cent stated that DVA
DEPA RT MENT OF VE T E R A NS' A FF A I RS I
169
Our
Performance
investigated their applications in a timely manner. There was no significant difference
in satisfaction between survey respondents in metropolitan and regional areas,
although there were differences by age groups and claimant types.
Measure: number of PABX calls received and number of unanswered PABX calls
OVA collects information through its telephone management information system on
a quarterly basis about the number of phone calls it receives in major offi ces. The
data indicates that while the number of phone calls received by the Department
increased slightly during 2000-01 , the number of calls that went unanswered also
decl ined slightly.
Table 50: Veterans' Satisfaction Survey performance criteria
.Good Average D Poor
treat ing you with courtesy, respect and sensitivity
treating you fairly
trying to assist you as ful ly as poss rble
providing or arrangin g appropriate services â¢â¢â¢â¢â¢
us ing plain English to explain the services available to you
providing or arranging serv ices in a t imeframe which is acceptable to you
lrstening carefully to what you have to say â¢â¢â¢â¢â¢â¢â¢â¢â¢â¢â¢
try ing to understand the conditions of your service , your financial or personal circ*mstances, and respond ing to your needs according ly
g iving you accurate information about the services ava ilable to you
providing you with consistent information
g iving yo u fu ll information about t he services
avai lable to you
0 10 20 30 40 50 60 70
Measure: number of counter visits by members of the veteran and Defence communities
80 90
The total number of counter visits nationally decreased in 2000- 01 and the long term
trend appears to be gradually downwards.
Measure: number of clients contacted through the Outreach program and number of clients contacted through agency arrangements
100
The Department records the number of clients contacted by its Outreach program on a
quarterly basis. OVA also maintains a record of the number of client contacts through
agency arrangements. The vast majority of agency contacts are through counter visits ,
OF VETERANS' AFFAIRS
170
Our Per for mance
Table 51: number of ptJone calls
- % Unanswered Incoming PABX Calls m Incom ing PABX Cal ls
1100000 12
1050000 10
8
1000000
6
950000
4
900000
850000 0
02 03 04 01 02 03 04 0 1 02 03 04
98-99 98- 99 98-99 99- 00 99-00 99- 00 99-00 00-01 00- 01 00-01 00-01
Table 52: number of counter visits
45000 -·----
40000
35000
30000
25000
20000
15000
10000
5000
02 98-99 03 98-99 04 98-99 01 99-()0 02 99-00 03 99-00 04 99-00 01 00-01 02 00-01 03 00-01 04 00-01
although a small number of phone calls are also recorded. The results show that the
numbers of clients contacted through the Outreach program and agency arrangements
is increasing, although this trend is less pronounced for agency arrangements.
Measure: centres visited through Outreach program and number of agency
arrangements
The number of centres visited through the Outreach program decreased slightly this
year, and the number of sites serviced under agency arrangements remained largely
unchanged.
DEPARTMENT OF VETERANS' AFFAIRS f---------------
171
Our
Performance
Table 53 : number of clients contacted through Outreach program and other agencies
⢠Outreach Program Other Agenoes
02 9&-99 Q3 98-99 Q4 98- 99 Q1 99--00 02 99--00 03 99--00 04 99--00 01 00--01 02 00--01 03 00--01 04 00--01
Table 54: number of centres visited and number of agency arrangements
⢠Centres Visited Agency Arrangements
01 02 03 04 01 02 03 04 01 02 03 04
9&-99 98-99 98-99 98-99 99--00 99--00 99--00 99--00 00-01 00--01 00--01 00--01
Measure: overall satisfaction with DVA 's Internet site
DVA's online web survey is designed around seven diagnostic factors that measure
users attitudes, difficulties and expectations when accessing and using the website.
The diagnostic factors are:
⢠initial awareness and access;
⢠site journey;
⢠enjoyment of the site;
⢠quality of the content;
⢠relevance of the content;
,-----------------< DEPARTMENT OF VETERANS AFFAIRS
172
Our Perf o rm ance
⢠multi-media and other site enhancements; and
⢠user loyalty.
The majo rity o f survey respondents (77 per cent) reporte d that they were satisfied w ith
the DVA website , with older respondents being mo re positive about the site than
younger respondents.
Outcome 5 - Defence force services
Current and former members of the Australian Defence Force
(A DF ) who suffer an injury or disease w hich is causa ll y related to
employment in the AD F are pro v ided wi th compensat i on and
re habilitation benefits and services.
Military Compensation and Rehabilitation Service
During the year 6 543 new claims were received. This represents an increase of
12 per cent over the previous year. The increase may be attributed to the closer
involvement with the ex-service community following the transfer of MCRS to the
Department of Veterans' Affa irs and to Australia's deployments to East Timo r.
Backlogs in prima1y decisions were addressed during the year leading to an increase
in requests for reconsideration. This flowed through to a significant increase in
applications fo r external review by the Administrative Appeals Tribunal.
Table 55 : MCRS claims received
1996-97 1997-98
1998-99
1999-00
2000-01
6 235
6 285 6 209
5 844
6 543
Table 56: results of reconsiderations and appeals
Result
Primary decisions on liability
Primary decisions denying liability
Requests for reconsideration
Requests for reconsideration decided
Original decision affirmed
Applications to the AAT
AAT applications decided
Decisions affirmed by the AAT
1999-2000 2000-01
6 098 6 569
1 479 1 630
984 1 450
927 1 496
658 1 146
164 311
128 163
100 129
DEPARTMENT OF V E T ERANS ' AF F A I RS !--------------
173
0 u r
Perfo r m ance
Support services
Se r vi ces and support t o t he Min ister
Objective
To provide administrative and secretariat suppo rt to the Minister, the Repatriation
Commi ssion and the executive.
Measure: timeliness of ministerial correspondence
In 2000-01, replies were prepared to 8 165 letters, an increase of 8 p er cent on
1999-2000. The increase in th e volume of letters continues to place pressure o n
resources and thi s is reflected in a decline against some targets. The Department is
continuing to review its processes and impleme nt strategies to meet the service
charter performance indicator of 28 days for responses to corresp ondence.
Table 57 : timeliness of ministerial correspondence
1999- 2000 2000- 01
Within 28 days 29-42 days
43- 54 days
55- 70 days
70+ days
Measure: suppm1ing the Ministe1; Parliament and Ca binet
77 %
13 %
5% 2%
3%
71%
18%
5 % 2%
4 %
The Department prep ared 1 35 1 documents for the Minister, Parliament and Cabinet,
compa red to 1 308 in 1999-2000. The table below shows the typ e and number of
documents.
Table 58: support to the Minister, Parliament and Cabinet
Gene ral briefs
327
Questions on notice
59
Ca binet submissions
Coord ination com ments
27
Measure: supporting the Repatriation Co m m ission
Question t ime briefs
390
M inutes to the Minister
547
The De partment prep ared 11 4 submissions fo r consideration by th e Repatriation
Commission.
Of VE T ERANS' A F FA I RS
174
Policy, legislation and systems management
Human Resource Management
Our Perfo rmanc e
Measure : percentage of absenteeism in National and State offices
DVA's absenteeism rate showed an overall slight decrease in 2000--01, with an
expected seasonal increase during winter.
Table 59: pe rcentage of absenteeism in National and State offices
1999 1999 2000 2000 2000 2000 2001 2001
Sep Dec Mar June Sep Dec Mar June
ACT 3.63 2.0 9 2.03 1.77 3.1 2.06 2.13 2.45
NSW 4.9 2.64 2.56 2.81 3.61 2.48 2.9 3.24
QLD 5.75 2.57 3.28 2.55 3.58 2.88 2.95 3. 19
SA 4. 52 2.19 1.96 2.22 3.3 2.08 1.98 2. 17
TAS 2.8 1.94 1.54 1.73 3.6 2.32 2.11 2.00
VIC 5.75 3.43 3.05 3.46 4.15 2.94 3.06 3.1 3
WA 5.31 2.32 2.18 2.19 3.29 2.08 2.22 2.47
Whole of DVA 4.65 2.49 2.47 2.41 3.47 2.39 2.5 3 2. 78
Information technology management
Performance measures in relation to problems logged w ith the IBM GSA Customer
Care Management Centre (CE:MC) were first reported in the 1999-2000 Annual Report.
Performance is ju dged according to four categories:
Table 60: information technology performance ta rgets
Category
Sever ity 1
Severity 2
Severity 3
Severity 4
Definition
Any problem that impacts the Department's ability to meet its commitment to the vetera n communit y; any problem that impacts f ive or more users.
Any problem that impacts less than five users and there is no reasonable workaround to co ntinue proce ss ing with minimal or no loss of efficiency.
Any problems that have a reasonable workaround to continue processing with minimal or no loss of efficiency
A problem w here there is no direct impact on the Department's business and no inconvenie nce to staff.
Measure: number of problems logged with CCMC
Performance target
80% of severity 1 problems t o be resolved w ithin four hours.
80% of severity 2 problems to be resolved within two working days.
80% of severity 3 problems to be resolved within f ive workin g days.
80% of severity 4 problems to be resolved with in 10 working days.
Du ring 2000-01, 18 579 calls were logged with the CCMC, a reduction of 9 493 o n the
previous year. It should be noted the 1999-2000 fig ures were skewed by a high
number of calls logged relating to Year 2000 remediation work and an unstable
DEPARTMENT OF VETERANS' AFFAIRS r--------------
175
0 u r
Performa nce
LAN/ WAN environment during the first two quarters. Between July and October 1999 a
to ta l o f 13 413 calls were logged, which represented 47.78 per cent of the total ca lls
fo r the 1999- 2000 period.
By the third quarter of 1999- 2000, the Year 2000 remediation work had ended and
im proved stability in the applications and general IT infrastructure was evident. From
this point the number of logged calls decreased and this trend continued through
2000-01.
Table 61: Problems logged w ith the CCMC
Severity 1 Severity 2 Severity 3 Severity 4 Total
1999-00 Q1 274 6 694 3 298 182 10 448
1999-00 Q2 126 3 073 3 322 111 6 632
1999-00 Q3 102 2 326 2 989 11 8 5 535
1999-00 Q4 123 2 413 2 821 100 5 457
2000-01 Q1 106 2 191 3 068 108 5 473
2000-01 Q2 105 1 338 2 948 70 4 461
2000-01 Q3 119 1 063 3 246 89 4 517
2000-01 Q4 104 839 3 124 61 4 128
Measure: percentage of problems resolved within target
Du ring 2000-01 performance targets were met across all four catego1y groupings.
Table 62: percentage of problems resolved within target
Seve rity 1 Severi ty 2 Severity 3 Severity 4
1999-00 Q1 80 98 98 98
1999-00 Q2 8 1 98 98 93
1999-00 Q3 93 99 98 99
1999-00 Q4 87 99 97 100
2000-01 Q1 92 98 98 98
2000-01 Q2 90 98 98 94
2000-01 Q3 89 97 98 99
2000-01 Q4 92 97 98 94
Financial resource ma nagement
Finan cial p erformance
In 1999-2000, the Department moved to a full accrual budgeting framework. Its past,
present year and projected budget provision is o utlined below. The Department's
2000-01 financial statements can be found at Appendix I.
OF V ETER A N S' A FF AIRS
176
Our Performanc e
Table 63: key results OVA only [Actual: 1998-99 to 00-01; Budgeted: 01-02 to 04-05]
$'000s
Operating result (before abnormal & extraordinary items & Capital Use Charge)
Cash Balance
Equity
Current Ratio
Tot a I Assets
Equity position
98- 99
-19 321
1 205
-10 461
0.47
37 556
99- 00
-10 146
484
-26 098
0.12
41 249
00-01
29 287
23 738
20 966
0.75
84 407
01-02
-1 638
14 359
2 593
0.52
65 097
02 - 03
1 753
17 286
9 659
0.54
76 056
03-04
4 323
20 374
16 312
0.59
86 875
04- 05
2 246
23 623
16 300
0.63
92 119
The Commonwealth's equity in DVA is now positive, having been negative since
1995-96. This is due to business restructuring, resolution of internally generated IT
software, utilising a new va luation policy developed in consultation w ith the Australian
National Audit Office, a capital inj ection in the 2000-01 Budget and the conversion of
a Commonwealth loan to equity.
Financial Performance (Operating result)
The Department operated at a surplus of $29.3 mi llion in 2000-01; a significant
improvement over the 1998-99 and 1999-00 results. The result reflects business
restru cturing and a reduction in expenses resulting from the change in accounting
policy relating to capitalisation of software (detailed at note 2(k) of the financial
statements).
Funds management
DVA 's funds management arrangements are centralised in its Agency Banking and
Cash Management o perations. Interest earnings on available funds were $1 383 000 .
This represents a return of 5.3 per cent on available cash balances.
Amalgamation of Defence Service Homes Insurance Scheme (DSHIS)
For the first time in 2000-01 DSHIS was amalgamated into DVA's financia l statements.
Previously, the DSHIS fin ancial statements w ere disclosed in DVA 's annual report but
not amalgamated into DVA's departmental accounts. The impact of the amalgamation
was an increase in DVA's departmental operating surplus and equity position of
$36.2 millio n (comprising accumulated results of $33. 5 millio n and 2000- 01 operating
result of $2.7 millio n).
DEPARTMENT OF VETERANS' AFFAIRS f--------------
177
Crew members relax on HMAS
Perth in the Mediterranean in
March 1941. Perth spent the
coming months supporting
Australian and Allied troops
in the defence and ultimate
evacuation of Greece and Crete.
(AWM 006846)
Our
People
OUR PEOPLE
Our People remains the principal people management strategy for DVA. Now in its
sixth year of operation, it represents the Department's ongoing commitment to a
partnership with its people to deliver results to the veteran community.
During 200 1-02, Our People will be reviewed, to reflect developments in direction and
strategy arising from the adoption of workforce planning as the key driver of Human
Resource (HR) management in DVA.
Elements of workforce planning that enhance the effectiveness of DVA's HR
management include regular workforce reporting, internal and external benchmarking,
use of staff attitude survey information and establishing closer linkages to DVA's
business planning.
Whi le the elements of HR focus remain those reflected in the Our People document,
workforce planning is assisting in the analysis of the current DVA environment, to
refre sh our understanding of the key challenges in managing the workforce.
The Our People strategy has seven key result areas:
1. Leadership
Leadership at DVA is based on principles of shared vision, mission and values.
A leader can be part of the formal management structure o r simply a staff member
whose personal example provides leadership to colleagues.
The Department's leadership development framework articulates values upon which
individual behaviours can be modelled. An annual Executive Management Group
leadership and strategic planning workshop sets an agenda that cascades clown
through leadership teams in the Department.
During 2000-01 , the Department continued to support a number of development
activities to promote leadership capability for staff at all levels. These include:
⢠Leading for Top Performance program - these are run for the key manager and
Senior Executive Service (SES) feeder group to consolidate departmental directions
in leadership;
⢠Leading for the Future program- aimed at selected middle managers; and
⢠Ca reer Development Assessment Centre - DVA continues to be a participating
agency w ith the Public Service Merit Protection Commission for selected SES feeder
group members to undergo assessment against theSES Capability Framework , and
identify personal development needs.
The Leading for Top Performance and Leading for th e Future programs were reviewed
to ensure that the content and program structures remained relevant in addressing the
skills required of DVA 's current and future leaders.
OF V E TERANS' AFFAIRS
180
0 u r
People
The results of DVA's Staff Attitude Survey 2000 (see below) provided valuable
feedback for future leadership development programs.
2. Communicating with Our People
The DVA intranet is now the primary resource fo r informatio n that affects our people.
The site was thoroughly updated during the year and now contains all relevant people
management information in an easily o btainable format. Each State office also has a
site , whe re issues of local relevance are covered.
The Managers' Guide is continually updated and made available to staff. It represents
the reference point for managers and staff to obtain guidance on personnel practi ce
and supporting processes and assistance in matters where interpretatio n of agreements
and conditions is required.
The Our People strategy is broadly publicised thro ugh inclusio n in the Corporate Plan
and all formal ind uction programs. During 2000-01, Department executives visited all
State offi ces to lead information and discussion sessions with staff about corporate
objectives and strategies.
Staff Attitude Survey
The Enterprise Agreement 1999-2001 included a departmental commitment to conduct
a natio nal Staff Attitude Survey. The survey was conducted by SICORE International in
Decembe r 2000, to measure attitude and opinions relating to key issues that affect
DVA perfo rmance, producti vity and levels of staff satisfa ction.
Sicore presented an analysis of the survey data to Senior Management in April 2001.
Overall the results were fa vourable and showed there had been a significant
improvement in staff satisfaction since the last survey in 1997. The results indicated
that:
⢠staff continued to have a strong belie f in and commitment to DVA as an employer;
⢠staff were satisfied w ith their work groups and their quali ty of work, the ability to
balance work conditions and personal life, their empowerment and involvement
with work and interaction with supervisors; and
⢠DVA had performed very well co mpared to o ther government organisations and to
priva te sector organisations experiencing significant change.
Staff satisfaction had improved since 1997 in the areas of effective communicatio n
across the organisation, servi ce quality goal clarity and career progressio n, although
the survey found continued room for improveme nt in support for staff career
develo pment. Areas identified for improvement were IT effectiveness, change
management two-way communication and management's demonstrated willingness to
act on the survey results.
DE P ARTMENT OF VET E RANS ' AFFAIRS
181
Our
Pe ople
Senio r ma nagement and Huma n Resou rces a reas are working with staff to ide ntify
specifi c local issues that require attention . Corporate issues w ill be approached at a
nati onal level and resources allocated to areas that will continu e to improve our
perfo rmance .
3. Supporting Our People through change The De pa1t ment's continued commitment to change management has ensured tha t
staff have been kept informed and encouraged to p articipate in the implementation of
structura l and o pe ratio nal changes. One of the key areas impacting on staff has been
the review and market testing of selected corporate functio ns.
When the results of the Staff Attitude Survey became available, a proje ct was
established to develop a principles-based framework fo r managing change in OVA .
Part o f this project is to provide support and educatio n to ma nagers to assist them in
managing change and supporting staff.
4. Results through people
Ente rprise Agreem e nts
OVA 's three enterprise agreements continued in force during 2000-01, w ith the
schedul ed 3 p er cent pay increase implemented in September 2000. The Office of
Australi an War Graves (Field StafD Agreement 1999-01 was vari ed by the Australian
ln d ustrial Re latio ns Commission , fo ll owing a staff vote. The va ri ation related to the
hroadbanded classificati o n structure . One additio nal classifica tio n was added
(now APS 1- 6) as a result of a review of the structure and work levels by an
independe n t consultant.
Prelimina ry work o n the development of new agreemen ts commenced in the final
quarter of 2000-01.
OVA continued to offer Australian Workplace Agreements (AWAs) to substantive SES ,
Executive Level 1 a nd 2 and Australian Public Service (APS) 6 level staff, as well as
specifi c skills-based AWAs fo r info rmation technology sta ff. OVA had 1 917 staff
specificall y covered by enterprise agreements, as well as 531 non -SES staff and 29 SES
staff covere d by AWAs. These AWAs introduced a nationall y consistent Performance
Development and Review syste m as a positive step in add ressing issues of
performance management across OVA.
The agreem ent framework in OVA has provided conditions that have e nabled staff to
bala nce the ir work and personal life w hile at the same ti me achieving business
outcomes for OVA. This was demo nstrated by the overall score of 80 p e r cent
satisfaction achieved in the Staff Attitude Survey for the core issue of balancing work
and personal life . This score was considered best practice across all industries a nd
employers compared to OVA by the consultant.
!
DEPARTMENT OF V E TERANS" 182
A FFAIRS
Our People
The various agreements operating within DVA support the De partment's efforts
to attract and retain skilled staff and address the specific needs of particular groups
of staff.
Performance Management
The Department continues to focus on aligning individual performance to
orga nisational outcomes to maximise contributions by individuals. A review of
Pe rformance Development and Review was unde1taken during the year and a new set
of national guidelines is being developed for negotiation, consultation and inclusion in
the next enterprise agreeme nts.
Performance Pay and Bonuses
Performance pay is provided for staff who have AWAs with the Department. The initial
offer of AWAs provided for a one-off performance bonus subject to staff meeting
performance requirements. This payment was an average of 2 per cent of regular
sa lary for each employee.
The current enterprise agreements provide for a bonus to staff of 1 per cent of their
regular salary on and from 1 July 2000, if they did not have access to any substantive
pay advancement during a preceding 12-month period. The 1 per cent bonus is given
to staff conditional on meeting performance requirements for that period.
Further information about DVA sala1y ranges and performance payments ca n be found
at Appendix B.
Developing our people
DVA provides opportunities for all staff to expand their skills across a number of
work environments. Opportunities are provided for staff to identify, define and review
their skills, in order to develo p plans to meet their learning and development needs.
Staff are encouraged to consider the variety of programs and learning modes ava il able
and select those that are the most appropriate, th e least time-consuming, more suited
to their individual needs and ultimately more effective than a traditional learning
approach.
Some directi o ns taken to support the development of our people during the
yea r were:
⢠an enhancement of the developmental components of p erformance development
and review;
⢠provision of various corporate learning programs;
⢠further development of leadership programs;
⢠assistance in the development of a decision-making program.
DEPARTMENT OF VETERA NS' AFFAIRS 183
0 u r
People
Our Workplace
Workplace diversity
The OVA Workplace Diversity Strategic Plan will be reviewed in 2001- 02 to ensure it
re llects the APS Valu es and the benefits diversity has brought to the APS workforce by
a ll owing staff to realise their full potential. Workplace diversity principles continue to
be in corporated into the development of OVA business policies. APS guidelines o n
Wo rkplace Diversity are used by managers wh en devising local strategies and
implementing programs.
Workplace Diversity awareness continues to be a pa rt of HR development programs
and printed and electronic information is made available fo r all staff. Workplace
Diversity networks have been maintained throughout the Department. OVA participates
in th e APS Workplace Dive rsity Review Forum where strategies are discussed
specifically on issues re lating to Access and Equity, Multiculturalism, Disabilities,
Wo men in the Workforce and Indigenous Australians. APS diversity initiatives are then
integrated into OVA business practices to optimise performance and enrich workforce
culture.
Occupational Health and Safety
Comcare Australia conducted an Occupational Health and Safety (OHS) Planned
In vestigation in November 2000 covering four OVA offi ces. Several recommendations
were made by Comcare o n improvements to OHS manage ment systems. A National
Human Resources OHS Committee was formed and an Action Plan drafted, outlining
health and safety strategies to be addressed in 2001 - 02 to e nsure continuing
compliance and progress towards best practice.
A new OHS Policy and Agreement for the Department will be drafted in 2001-02.
The policy and agreement w ill be developed in consultati o n w ith involved unio ns
and all staff. This will aim to e ncourage cooperation between management and staff
to promote and mainta in health and safety in the workplace. OVA will continue to
foster a strong commitment to a well developed health and safety culture. Specific
O I-lS policies on workplace hazards w ill be reviewed or de veloped and promulgated
throughout the Departme nt.
In addition to the legislative , reporting and case-management aspects of OHS , OVA
positively integrates OHS into the business of the organi sati o n to provide a working
e nvironment that is adapti ve to the changing needs of staff. Na tio nal and State offi ces
have OHS committees, comprisi ng management and staff representatives. These meet
regularly to address current issues and plan future activity. Electi o ns are held as
required to nominate n ew Health and Safety representatives and relevant training is provided.
'---------------.....J DEP A RTMENT OF V ETERAN S' AFFAIRS
184
Our People
DVA 's Enterprise Ag1:eements reaffirmed the Department's commitment to its OHS
po li cy . Ongoing and new initiatives undertaken in various offices during 2001 include:
⢠subsidisin g staff for health and fitn ess activities and gym membership;
⢠provision of health and fitness facilities;
⢠arranging and paying for influe n za vaccinations;
⢠staff OHS awareness education and induction;
⢠staff health and well-being education;
⢠an employee assistance program, with confidential counselling service provided free
of charge fo r staff and th eir families;
⢠occupatio nal rehabilitation services for compensa ble and non-compensable injuries
and illnesses;
⢠provision of sick rooms;
⢠provisio n of trained first aid officers and equip ment;
⢠hepatitis vaccinations for first aiel officers;
⢠offi ce air quality testing;
⢠work stati o n assessments and provision o f specifi c ergonomic equipment;
⢠OHS consultants engaged to provide advice and assistance o n office refurbishme nt;
⢠screen-based equipment eye testing subsidised and conditional spectacle subsidy;
and
⢠fire drills and equipment testing in accordance with legislation.
During th e year, six accid ents or dangerous occurrences occurred that required th e
Department to give notice under section 68 of the Occupational Health and Safety
(Commonwealth Employment) Act 1991. General investi gati ons o r testing pertaining to
accommodation and building services we re conducted by all offices.
St rat egic Staffing
Graduates- in th e APS (GAPS) Recruitment DVA has fo r the second yea r participated in the Graduate Recruitment Online (GRO)
consortium to recruit graduates to the De panment. The number of graduates who
indica te DVA as a preferred employer has increased significantly on previous years.
Graduates work o n real projects as they learn about DVA, its clients and panners . A
range of courses are coordinated in-house, with ongoing evaluatio n and modification.
With the Department's focus on innovation and continuo us improvement, our
graduates receive the deve lo pment and training to make this hap pen.
DE P ART M ENT O F VETERANS' AF F AIR Sf---------------
185
Our
People
Workforce planning
A Workforce Planning initiative commenced in DVA in August 2000, with research into
an appropriate Workforce Planning approach for the organisation. The approach
approved in November 2001 is similar to that described as Key Principles of Workforce
Planning, in the Australian National Audit Office's (ANAO's) publication "Planningfor
the Workforce of the Future".
The overall objective of DVA's Workforce Planning initiative is the integration of HR
activity in the resolution of organisational business issues and in directly contributing
to greater organisational effectiveness, through:
⢠ensuring that the right people with the right skills are available today and will be
available for the future; and
⢠coordinating and integrating HR functions to ensure maximum support for
organisational strategies and objectives are obtained for the least possible cost.
A series of projects, both sh01t and long-term, were commissioned as part of the
Workforce Planning initiative, with a 12-month work program established. Many of
the projects were prioritised as sources of information for senior management when
deliberating about the nature of, and terms and conditions for, the DVA workforce,
in the context of preparing the next Enterprise Agreement. These projects include
reviews of the DVA performance management, remuneration and broadbanding
systems.
Other key projects include the establishment of a biannual Workforce Reporting
system to establish and monitor demographic shifts and patterns, a core capabilities
project and a series of issues papers on such matters as the age profile and succession
planning within DVA. Following the results of the Staff Attitude Survey, an additional
project has been commenced to address staff concerns in this area.
A review of both the processes and outcomes of the Workforce Planning initiative
is planned in 2001-02 to ensure the applicability and effectiveness of current
methodologies.
OF VETERANS' AFFAIRS
186
! ...
Social Justice
and Equity
The troopship Strathallan is
farew ell ed from Melbourne
early in World War II.
(AWM 000304/01 )
Soc ial Justice
and Equity
SOCIAL JUSTICE AND EQUITY The Department is committed to measures that promote knowledge of and facilitate
access to OVA services for all veterans and their dependants who are entitled to
benefits, health services and other forms of assistance. The OVA Corporate Plan
recognises "the need for better awareness of entitlements and informed access to
community services" as a critical influence in our planning environment.
The Department has implemented a number of measures to meet this commitment.
These include feature articles in the Veta.ffairs newspaper and similar publications on
available benefits, briefings on budget changes and the distribution of budget kits to
ex-service organisations, the provision of leaflets and pamphlets to veterans and their
dependants and media releases on new budget measures.
OVA also provides general information on the Internet about pensions and allowances,
statements of principles and addresses and phone numbers of the Department's State
offices, Veterans' Affairs Network and retirement service centres.
The Repatriation Commission's Services Member facilitates a continuing dialogue
between the Government and the veteran community and provides an effective
mechanism to address the needs and concerns of veterans.
Outcome 1 - Compensation
Consultation with ex-service organisations and veterans
During 2000-01, the Department continued its practice of close consultation with ex
service organisations about current policies and procedures relating to claims for
p ensions and allowances by veterans and their dependants. A number of fomms have
been established including:
⢠the Operational Working Party, that provides two way feedback on issues relating
to claims and appeals processing;
⢠the Electronic Interface Working Party, which keeps ESO members up-to-date on
developments in the Department's use of electronic tools;
⢠State-based Claims Workshops, which provided a useful opportunity for debate on
a range of ESO concerns with policy or procedural matters; and
⢠the ESO Forum, held in July 2000, which discussed a wide range of strategic and
policy issues.
Veterans representing a range of ESOs are members of consultative committees
established to oversight mortality, cancer incidence and health studies undertaken by
the Department.
OF VETERANS' AFFAIRS
188
Internet Access to DVA Information and Services
Social Justice and Equity
DVA provides a range of fact sheets and some 130 claim fo rms online for downloading
and printing. The system is available to staff and agencies such as Centrelink that
provide informati on services to the veteran community on behalf of DVA, particularly
in regional and remote areas.
The Department's Eligibility Module on the Internet (ELM Net) is an interactive system
that enables users to enter responses to a series of logically arranged questions and to
the n receive advice on a w ide range of DVA benefits based on the responses to these
questions. Users can also access relevant applica ti on forms for these benefits via the
syste m.
Provision of information
DVA provides major ESOs with up-to-date information on the Compensation Claims
Processing System research library and the general research library o n CD-ROM.
These libraries include information o n the claims processing systems, statements of
principl es, pensio ns and allowances, military history and departmental procedures and
instructions. This technical informatio n and knowledge is useful to ESO pension
offi cers and advocates in assisting veterans and their families in the preparation of
their cl aims.
Right of appeal
One of the key strategies of the Department is to ensure eligible veterans and
dependants receive their lawful entitlements in a fair, consistent and timely manner.
Decisio ns by the Repatriati on Commission or its delegates about pensions and other
benefits may be appealed to independent review bodies. On compensation matters ,
appeals can be made to the Veterans' Review Board (VRB) and then to the
Administrative Appeals Tribunal (AAT) . There are furthe r ri ghts of appeal to the courts
on questions of law.
Appeals on income support and housing assistance matters can be made direct to the
AAT and then to the courts. When a person is dissatisfied with an outcome of a
decisio n concerning pensions and other benefits, the Department is required to
provide informati o n about the decisio n , setting out findings on material questions of
fa cts and providing a reference to th e evidence on which the decis ion was made and
the reasons for the decision. This provides a fair and equitable process for determining
claims and appeals for pensions and other be nefits provided by the Department.
Under section 31 of the Veterans' Entitlements Act 1986, the Commission has the
power to review its ow n decisions. This process is an effective mechanism fo r the
resolutio n of applications for review and in reducing time to process them.
DE P ARTME NT OF V ETERANS ' A F FA I R 5 r --------------
189
Socia l Justice
and Equity
Outcome 2 - Health
Rural and Remote Health Policy
The number of veterans, war widows/ widowers and their dependants with a DVA
health care entitlement who live outside the metropolitan areas was 114 320 on 30
June 2001. These veterans form 33 per cent of the total treatment population.
Members of the veteran community living outside metropolitan areas have the same
entitlements as other members of the veteran community. They may however, be
e li gible for a remote area all owance and entitlement for an extra pair of medical
footwear.
During 2000-01, members of the rural and remote veteran community were assisted
with access to health and community support services in a number of ways, including:
⢠the allocation of 161 Veteran and Community Service grants totalling $4 096 642 (50
per cent of total monies all ocated) to veteran and community groups to develop
projects to assist veterans in a number of rural areas; and
⢠information provided through -country shows and field days;
radio programs;
public awareness campaigns; and
third party agency arrangements , country visits programs, and pensions and
welfare officer training through the Training Information Program (TIP).
Information provided ranged from DVA arrangements for entitlement and health care
to informative sessions on specific health care topics. Awareness raising sessions were
he ld with rural health care providers to advise them of DVA arrangements.
OVA continues to work with other Commonwealth, State and local government and
community agencies in a cooperative effort to provide better access to health and
community services.
Continued support is provided to the Rural and Isolated Pharmacists' Association of
Austra li a to assist pharmacists in rural and remote areas with the cost of gaining
p rofessional accreditation to conduct medication reviews for veterans, to ensure
veterans are receiving the maximum benefit from their medication regime.
Veterans At Risk
As part of a targeted communication strategy, the Yesterday's Hero resource package
was distributed in March 2001 among outreach workers working with homeless people
a nd with those at risk of becoming homeless. Community organisations working with
homeless and former homeless veterans were consulted about the title , Yesterday 's
H ero, duri:1g the development of the resource package. The package contains a folder
w ith information leaflets, a poster and referral ca rd s for distribution to homeless or at-
OF VETERANS' AFFAIRS
190
Socia l Justice and Eq uit y
ri sk vete rans. A or war w idow/ w id ower presenting a referral card at the
Department's o ffi ces w ill receive priority attention.
Consultation with ex-service organisations and veterans
Younger Veterans Consultative Forum
This forum is attended by rep resentatives from major ex-service organisatio ns, the
Department of Defence , the Australian Centre fo r Posttraumati c Mental Health
Incorporated and OVA staff and is chaired by the Repatriatio n Commissione r. It
provides a mechanism for consultation abo ut issues affecting the younger veteran
gro up and the ir families. Me mbe rs of the fo rum are kept up to elate on the initiatives
implemented in response to the findings o f the Vietnam Veterans' Health Study. They
review the minutes of similar forums sponsore d by the Dep artment at State level and
receive updates on various studies and research being conducted. The forum also
gives ex-servi ce representatives an opportunity to raise any concerns they have with
the Repatria ti on Commission .
National Advisory Committee on the Vietnam Veterans Counselling Service
The role of the Nation al Advisory Committee is to monito r the operations and
programs o f the VVCS and to provide advice to the Minister and VVCS management
o n how the service is meeting its charter fr om a client and clinical perspective.
The committee meets three times each year. The committee is chaired by a Vietnam
veteran and members include health professionals and re presentatives of the
veteran community. In 2001, the committee was restructured to increase its range
of re presentatio n and now in cl udes a wife of a Vietnam vete ra n as well as
re presentatives of the Australian Defence Force and the Australian Centre for
Posttraumati c Mental Health.
National Ex-Service Round Table on Aged Care
The ational Ex-Service Round Table on Aged Care (NERTAC) brings together the
significant ex-servi ce organisations invo lved in the provisio n of aged care and also
involves younger veteran representatives to include a focus on longer term issues.
One of NERTAC's achievements during the year was the assigning by the Government
of special n eeds group status to veterans and war w idows/ w id owers in Commo nwealth
aged care planning. This was a major recommendation in NERTAC's 1999 repo rt
A Last Debt.
Outcome 3 - Commemorations
The Department of Veterans' Affa irs commemorates all e ligible veterans equally and
uniformly and no distinction is made on the basis of rank, race or creed. Me morials ,
war cemeteries and other assets are maintained to a commo n standard in keeping with
principles adopted by the Commo nwealth War Graves Commission since Wo rld War I.
DEP ARTME NT O F VETER AN S' AFF AIRS f--------------
191
Soc ial Justice
a nd Equity
Outcome 4- Service delivery
Access to information
Sin ce 1997, DVA has entered into a number of arrangements for the provision of
in fo rmation, service and community development functions to the veteran community,
es pecially in rural and remote areas.
The Department has an ongoing program of country visits aimed at providing
information and assistance to veterans and dependants about pensions and other
benefits. Information about the Department and its services is also available through its
website at www.dva.gov.au.
BEST/TIP
The Training Information Program (TIP) is administered jointly by the Department and
ESO representatives. It provides training and information to ESOs that assist veterans
and their dependants in making claims and appeals against decisions of the Repatriation
Commission, and in welfare work.
TIP is administered by consultative forums in all States, chaired by ex-service
organisation representatives and comprising practitioners from a wide range of
o rganisations. These committees include a small number of departmental staff. The State
committees administer the delivery of training and budget expenditure at the state level.
Linked closely with TIP is the Building Excellence in Support and Training (BEST)
grants program, which provides funds for resources and additional staffing to enable
ES Os to assist members of the veteran community to prepare claims, applications
and appeals.
Outcome 5 - Defence force services
Military Compensation and Rehabilitation Service (MCRS)
The MCRS provides compensation services to eligible Australian Defence Force
members and their dependants with no distinction made on the basis of rank, race or
creed.
Appeal and review mechanisms are available for clients who do not agree with a
d ecision made by the MCRS. Rights include access to an internal review follow ed
by application to the Administrative Appeals Tribunal (AAT) , with a mandatory
conciliation step.
Transition Management Service (TMS)
The TMS is a joint initiative under the Defence/ Department of Veterans' Affairs Links
project. TMS helps full-time serving members of the Australian Defence Force who are
discharged from the ADF on invalidity grounds with advice on their entitlements and
assistance during and following the discharge process.
---------------.JDEPARTMENT OF VE T ERANS ' AFF A IRS
192
Services for special groups
Social Ju st ice and Equit y
The Au stralian repatriation system provides pensions, health care and other forms
of assistance to eligible members of the veteran community. The majo rity of the
Department's benefic iaries are Australian or British . Only a ve1y limited number of
Commo nwealth and allied veterans and some dependants are from no n-English
speaking backgrounds. This means that only a ve1y small number of the Department's
beneficiaries face barriers to services because of their race, language o r culture and,
therefore, access and equity principles have a limited impact on the operations of
the Department.
The Department does, howeve r, have a number of target groups which include
indigenous veterans and ve terans w ith disabilities.
Aboriginal and Torres Strait Islander veterans
The De partment continued to work with members of the Aboriginal and Torres Strait
Islander veteran community to address concerns that some indigeno us vetera ns and
their families may not be accessing the ir full entitlements. This included working
closely with the research offi cer appointed during the year by the Aboriginal and
Torres Stra it Islander Veterans and Services Association of Australia. The position was
funded by the Department in the previous financial year.
Across Australia , d istribution continued through the year of materials such as
posters and booklets which are part of the Depart ment's strategy to raise awareness
in the indigenous vete ran community of benefits and e ntitleme nts available through
the Department. Va rious activities targeted towards the Aboriginal and Torres Strait
Islander veteran community were conducted at State and regional levels.
People with disabilities
Commonwealth Di sa bility Strategy Performance Reporting Framework
Under the Commonwealth Disabili ty Strategy's Perfo rmance Reporting Framework the
Department of Vetera ns' Affairs (DVA) performs all of the fi ve roles specified in the
framework (Poli cy Adviser, Regulator, Purchaser, Provider and Employer). Accessibility
to services by the vete ran community, including people with disabilities, are covered
by the Policy Adviser, Regulato r, Purchaser and Provider roles. Accessibility issues for
DVA employees and job applicants with a disability are covered by the Employer role.
Our commitment to people with a d isability:
⢠DVA is committed to developing programs that assist disable d veterans. OVA's
Service Charter states the Department's commitment to ensuring access to services
for people in the veterans community w ith a disability. The Department's policies
and practices take into account the physical, mental and social well being of all the
members o f the vete ran community; and
DEP A RTMENT OF V E T ER A NS '
A F F A I R S ! t---------------
193
Socia l Justice and Equity
⢠the Enterprise Agreements, Workplace Diversity Strategic Plan, Equal Employment
Opportunity Plan, Disability Discrimination Action Plan and Managers Guide state
th e Department's commitment to employees with disabilities and to ensuring
employment practices that do not discriminate against people with disabilities.
OVA has identifi ed a number of business improvements to enhance the Department's
perfo rmance against the Commonwealth Disability Strategy. These will be used to
provide a strategic direction for the review of the Department's Disability
Discrimination Action Plan and Workplace Diversity Strategic Plan.
Appendix H contains information on the Department's current level performance
against th e Commonwealth Disability Strategy's performance reporting framework.
Veterans' Vocational Rehabilitation Scheme
Th e Veterans' Vocational Rehabilitation Scheme is designed to improve the job
prospects and quality of life of veterans seeking paid employment. Comprehensive
in come protection is available to veterans receiving disability or service pensions to
a ll ow them to explore employment options without jeopardising their pension statu s.
This was the third fu ll year of the scheme and 234 veterans applied for assistance,
with 175 commencing a program.
Vetaffai rs
The Department publishes its quarterly newspaper, Veta:ffairs, to provide information
of interest to the veteran community, including information on government policies
and programs. An audio version of this newspaper is also produced and distributed to
about 1 900 visually impaired veterans.
Status of women
Support for Vietnam veterans and their families
In the 2000--01 Budget the Federal Government introduced a package of support for
ve terans and their families in response to the validated findings of the Vietnam
Vete rans' Health Study. The initiatives included:
⢠free psychiatric assessments for veterans' partners;
⢠expanding VVCS residential lifestyle programs into rural areas, with an additional
16 programs a year;
⢠th e provision of an additional nine anger management programs a year for
veterans;
⢠expanding coping skills programs for partners of veterans into rural areas, with an
additional 20 programs a year;
⢠the establishment of parenting groups for veterans and their partners;
⢠the establishment of retirement planning programs for veterans; and
D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
194
Social Justice and Equi ty
⢠the establishment of an expert committee to investigate resp ite care arrangements as
an aid to preventing domestic violence or family break-ups.
Reside n tial Care Develo pment Sch eme
The Federal Government is providing $6 million to extend the Residential Care
Development Scheme for another year.
The scheme was established to assist ex-service organisations and community-based
aged care providers to upgrade the residential care fa cilities catering for the veteran
community.
This is in response to the changing needs of an ageing veteran community, with
the number of veterans and war widows needing aged care expected to increase by
80 per cent in the next 10 years.
Women comprise about one-third of the treatment population of the Department of
Veterans' Affairs. A significant number of women w ill benefit from improved aged care
facilities and improved access to community care packages as a result of this initiative.
Ex-gratia p aym ent to ex-prisoners of w ar of the Jap an ese
Australian service personnel and civilians w ho were held captive by Japan during
World War II , or their widows/ widowers, are eligible to receive a one-off cash
payment of $25 000 from the Federal Government. During 2000-01, 4 925 ex-gratia
payments were made to eligible ex-prisoners of war of the Japanese. Additional
payments continue to be made to eligible applicants w ho were held captive by Japan
during World War II.
This payment acknowledges the unique hardship and suffering endured by Australians
in captivity. It also recognises the spouses of PaWs who either lost a loved one to th e
Japanese PoW camps o r supported their p artner after the war.
EEO in appointments
The following table shows statistical information about equal employment opportunity
(EEO) in appointments to statutory and non-statutoiy bodies administered w ithin
the portfolio. This information reflects o nly self-identified EEO target group members,
as appointees have no obligation to disclose w hether they are in an identified EEO
target group.
As at 30 June , a total of 281 positions were filled. During the year, 88 appointments
were made, of which 18 were women and 18 people with disabilities. There were no
appointments of people with a non-English speaking or Aboriginal or Torres Strait
Islander background made during the year.
DEPARTMENT OF VETERANS' 195
Socia l Just i ce and Equit y
Table 64: membership of stat utory and non-statutory bodies
Total Men W o men ATS I
281 21 0 (74.7%) 71 (25.3 %) 0
Table 65: EEO target group on statutory/non-statutory bodies
Position Men Women ATSI
Ch airperso n 16
Deputy Chair 7
Ex Officio 13
Member 172
Other 2
ATS! ⢠Abonginal or Ton-es Strait Islander NESB "" Person from a non-English speaking background P\\70 = Person with disabilities
5
2
4
60
Depending on thefimction of the non-statut01y bodies, appointments are made:
NESB PWD
9 (3 .2%) 41 (14 .6%)
NESB PWD
3
0 2
0 0
8 36
0 0
o r1 the nomination ofpeak prqfessional bodies such as the Royal College of General Practitioners and the Australian Medical Association, or ex-service organisations such as the RSL, the Vietnam Veterans Associalion of Australia and the \Va r Widows' Guild; and by invitation of either the Minister for Veterans ' Affairs or the Department.
OF VETERANS AFFAIRS
196
Internal
and External
Scrutiny
Members of No. 30 (Beaufighter)
Squadron RAAF work on the
propeller and front wheel of
a fighter aircraft at Vivigani,
Goodenough Island, Papua
during World War II.
(AWM OG0432 )
Interna l and External Scrutiny
INTERNAL AND EXTERNAL SCRUTINY
Corporate Governance
The Department is governed by a committee structure that focuses on monitoring and
improving the Department's performance and accountability. The structure and role of
these committees is outlined below.
Executive Management Group
The Executive Management Group (EMG) is concerned w ith the internal management
of the Department and determines and evaluates progress on the agreed strategic
d irections of th e Department. The EMG met four times during the year and was
chaired by the Secretary. The group comprises the Repatriation Commissioners, the
Deputy Commissioners and Division Heads, the Principal Medical Adviser and the
Manager of the Information Management Unit (IM U) .
Standing agenda items include:
⢠scrutiny of the quarterly report on departmental performance;
⢠review of departmental running costs for the current financial year;
⢠progress against strategic issues impacting on the Department's business; and
⢠re ports from the three sub-committees of the EMG.
Sub-Committees of the EMG
Internal Communication and Coordination Committee
The Internal Communication and Coordination Committee provides strategic advice to
the Executive Management Group concerning inte rnal communication in DVA and
oversees the introduction of new technologies fo r accessing and communicating
information within the Department.
The committee me t twice in 2000-01 and was chaired by the Division Head Corporate
Development. The committee comprised the Deputy Commissioners and Division
Heads, the Branch Heads from Parli amenta ry and Corporate Affairs, Strategic Support
and Employee Relations and Development and the Manager of the IMU.
At a meeting held on 14 May 2001 , the Internal Conununication and Coordination
Committee was amalgamated with the People Issues Committee.
People Issues Committee
The People Issues Committee (PIC) provides advice on developments in human
resource management, including Australian Public Service (APS) and private sector
initiatives, analyses strategic and emergent issues for the department in People
Management and oversees all national human resource (HR) initiatives within the
Department. The committee, chaired by the Division Head Corporate Development,
198 ! DEPARTMENT OF VETERANS' AFFAIRS
Inter n al and Externa l Scrut i ny
comprised the Division Heads, Deputy Commissioners from three State offi ces and the
Branch Head of Employee Relatio ns and Development. It met tw ice during the year.
During the year, the committee addressed prio rity issues including the completi on of
DVA 's latest Staff Attitude Survey, progression of Workforce Planning and the
beginning of the process for the next round of Enterprise Agreements.
In Ma y 2001, the People Issues Committee was merged with the Internal
Communication and Coordination Committee.
Veterans ' Service Delivery Steering Committee
The Veterans' Service Delivety Steering Committee provides advice on developments
in service delivety and guidance o n community-wide service delivery innovations. It
also monito rs the development and administrati on of Veterans' Satisfaction Su rveys.
The committee met tw ice during the year and was chaired by the Division Head
Co rporate Development. The committee comprised th e Deputy Commissioners and
Division Heads, the Branch Head Strategic Suppolt and the Manager of the IM U.
Other Corporate Committees
Information Management Stee ri ng Committee
The Informatio n Management Steering Committee met four times during the year and
was chaired by the Secretary. The committee comprised the Deputy President, Division
Heads , Deputy Commissioners from three State offi ces, the Manager of the IMU and
th e Branch Head Resources.
The committee provid es a cohesive, corporate overview and direction fo r informatio n
management. La te in 1999-2000, the committee's membership and terms of reference
were revised to provide a more strategic fo cus and set overall priorities. The new
terms of reference took effect fro m 1 july 2000.
Information Management Project Review Committee
Th is committee w as established o n 12 july 2000, chaired by the Deputy President of
th e Repatriatio n Commission . The committee comprises Division Heads, Deputy
Commissione rs from three State office s, the Manager of the IMU and the Branch Head
Resources. Its role is to review the progress of approved depaitmental IT projects and
examine and refer new business cases and projects that satisfy departmental criteria for
development and imple mentation to the Information Management Steering Committee.
The Committee met four times during the year and assessed five new business cases.
Corporate Resources Committee
The Corpo rate Resources Committee (CRC) was established in the latter part of 1999
and reconstitutes the previous Budget Committee. The committee met four times
during the year and was chaired by the Deputy President of the Repatriation
Co mmission. The committ ee comprises the Division Heads, Deputy Commissioners
DEP AR T M ENT O F V E TER AN S ' A F F AI RS f---------------
199
Interna l and External Sc rutiny
fro m rwo State offi ces and the Chief Finance Officer.
Whil e the overall governance arrangements recognise the respo nsibility of business
unit managers to manage their resources, the CRC takes a strategic focus o n trends in
operating costs and prices, along with the management of the Department 's costs and
equity position. The committee makes recommendations to the Secretary for
considerati on.
During 2000-01 , the committee focused on consolidating the sustainability of the
Department's finances and financial position , by monitoring business unit performance
agai nst budget through a formalised process of peri odic reviews and updates. The
committee also considered modifications to the business rules concerning internal
fund ing a llocations to business units and some reallocatio n of resources to meet
emerging demands throughout the year.
Ethics Committee
The Ethics Committee met six times during 2000-01. The minimum membership of the
committee must include:
⢠a chairperson;
⢠at least rwo la y people, incl uding at least one man and o ne woman;
⢠at least one member with knowledge and current experience in areas of research
that are regularl y consid ered by the committee;
⢠at least one member with knowledge and current experience in professional ca re,
counselling or treatment of people;
⢠a minister of religion; and
⢠a lawyer.
The membership requirements of the committee are met by a combination of
members of DVA staff and individuals fr om outside the Department. In addi tio n, rwo
se ni o r DVA staff are ex-officio members.
The committee views proposals from an ethical , moral and social perspecti ve and
considers all research proposals that involve access to and use of DVA data, involve a
direct approach to members of the veteran community or intend to collect personal
information from them.
The fo llowing studies are ty pical of those considered by the committee during
th e year:
⢠Treatment cho ices in life -threatening ill ness: atti tudes and prefe rences of elderl y
Au stralian veterans and war wid ows;
⢠Coope rative agreement berween Queensland Health and the Commonwealth fo r
analysis of linked health administration data ;
⢠Veterans' Home Ca re evaluatio n;
D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
700
Internal and External Scrutiny
⢠Supplementary Report 3 of the Vietnam Veterans' Health Study - motor neurone
disease and multiple sclerosis;
⢠Gulf War Veterans Health Study;
⢠Veterans' Dose Administration Aids study; and
⢠Survey of veterans/ war widows satisfaction with quality of discharge planning.
Health Board of Management
The Health Board of Management has collective responsibility for the overall
management and strategic direction of OVA's health program fo r the veteran
community on behalf of the Repatriation Commission.
The board is comprised of th e Branch Heads and senior staff from the Health Division
in Na ti onal offic e and all State office Directors of Health. It is chaired by the Divisio n
Head Health and met four times during the year.
Apart fro m overseein g the management o f OVA's health program, the board
focused on progressing the strategic directions set by the 1999 Health Review. Strategic
issues incl uded the introducti on of Ve terans' Home Ca re, the Health Division's IT
strategic plan, repatriation transport, the Rehabilitation Appliances Program and mental
health issues.
National Audit and Fraud Committee
The National Audit and Fraud Committee (NAFCOM) met fo ur times during the year
and was chaired by the Deputy President of the Repatriatio n Commissio n. The
committee comprised the Divisio n Heads, representatives fro m two State offices and
an indep e ndent member.
The overall objective of the committee is to ensure the internal audit and fraud control
functions within the Department are effecti ve and that a professional working
relationship is maintained with the Australian National Audit Office (ANAO).
National Continuous Improvement Committee
The National Continuous Improvement Committee (NC IC) met twice during the year
and was chaired by the Secretary. The committee comprised a Division Head, a
Deputy Commissio ner, the Community and Public Sector Union (CPS U) National
Organiser and two CPSU workplace representatives. A business representative also
attended the meeting from each National Office Di vision and OVA State offices.
The Strategic Support Branch provided a secretariat function.
The committee promotes and monitors small step continuous improvement within
OVA (thro ugh sharing ideas and approaches) w hile ensuring effective consultation
occurs with staff and union representatives. The committee also provides a brief to the
Executive Management Group on small step Continuous Improvement (CI) activities
with a national application.
DEPARTMENT OF V ET ERANS' A F FA I RS !---------------
201
Inte rnal and Ex ternal Scr utin y
Remuneration for Sen ior Officers
The Secretary determines the level and nature of remuneratio n for Senior Executive
employees in DVA. The Secretary has determined minimum rates of annual regular
sa lary and other conditions and allowances using his powers to make a determination
under s24(1) of the Public Service Act 1999. Additional levels of remuneration and
benefits o r different application of conditions are applied through Australian
Wo rkplace Agreements.
Strategic Plans and Business Plans
The Corporate Plan for 2001-02 was issued on 23 May 200 1 and updated the key
pri o ri ty issues for OVA during the next financial year. The Department's mission,
vision, approach , va lues and desired outcomes were unchanged from the previous
yea r. However, the new Corporate Plan reflected developments in OVA 's business,
particularly the broadening of the Department's role in serving the Australian Defence
Fo rce community, as a result of the OVA/ Defence Links project.
The revised Corporate Plan places renewed emphasis on the Their Service - Our
Heritage program as a means of promoting community acknowledgment and commemorati on of Australia's wartime history. The plan also points to the need for the
Department to further develop e-business solutions in support of its services.
As in previous years, the Corporate Plan is designed to promote a "line-of-sight"
between the work that DVA staff undertake at local and busin ess unit levels and the
Department's corporate priorities. It forms the basis for deta il ed work unit plans and
th ese, in turn, are reflected in performance agreements. Along with the OVA
Ma nagement Pri nciples set out in DV A Sign Posts, the Corporate Plan provides a
context for the work of the Department and sets clear directions for its future
activities.
Performance Measurement Framework
DVA has an operational performance measurement framework based around three
reports that are delivered to the quarterly Executive Management Group (EMG)
meetings.
The Operational Performance Measurement Report (known internall y as the
Balanced Scorecard) reports on the activities of each major operational area of the
Department and is structured around OVA's five corporate outcomes. It attempts to
give a balanced view of operational performance from the perspective of quantity,
cost, timeliness, quality and outcome of outputs and other acti vities. Charts are
provided for each quarter (by State) and a time series is provided to show trends.
Strategic Support Branch conducts a business analysis of the results and undertakes
fu rther investigation of performance in specific areas where required. Comments are
OF VETERANS' AFFAIRS
202
Internal and Exte rn al Scrutiny
also provided by the releva nt operational areas to explain the fi gures shown in the
charts. Work is being done to also re port on strategic objectives as stated in the
business plans of the major program areas.
The quarterly Exceptio n Report is a report, by business unit, on exceptional
occurrences, activities or problems in relation to OVA's four Key Result Areas. Reports
cover unusual events in each business unit, particularly those that contributed to an
altered performance in one or more of the Operational Performance Measurement
Report measures. The Exception Report also includes a d iscussion on 'big step'
Co ntinuous Improvement activities in each business unit.
The Strategic Issues Re port comments on issues of strategic significance to OVA.
This report refers to the business priorities in OVA's Corporate Plan and th e Strategic
Prio rities document.
Internal Scrutiny
Corporate services review
The review of corporate services is designed to ensure that the delivery of corpo rate
services is both competitive and cost effective with respect to client needs, OVA
culture , effi ciency and quality o utcomes.
A review team was established early in 2000 to review OVA's corporate services, in
line w ith the Government's decisio n requiring a ll agencies to review and, where
appropriate , market test corporate services. Two priority areas have been identifi ed for
review: financial payments; and mail and fil e management.
A draft probity plan was developed for any market testing to be undertaken as a result
of the review. The plan was used to engage a probity adviser to oversee the market
testing to ensure the fairness, integrity and lawfulness of the p rocess.
Agency arrangements
Agency arrangements involve the use of other Commonwealth, State and local
organisations to delive r information and assistance to the veteran community in
regional areas, in particular rural and remote areas. These arrangements present a
fl exible and economical way of extending the DVA service network and have received
strong acceptance from the veteran community . The level of service provided through
each agency site varies according to the needs of the commun ity, their remoteness
and the level of support required at particular si tes.
Age ncy arrangements commenced in 1997 and new sites were added to the network
in response to emerging service delivery demands. By 2000-01 the re were 11 4
agency arrangements operating throughout Australia. In the May 2001 Budget, the
Government all ocated $2 million over four years to maintain the Department's rural
DEPARTMENT OF VETERAN S' AFFAIRS I---------------
203
I nte rnal and
External Sc rut i n y
and remote service delivery arrangements . This w ill enable the Department to continue
current agency services in regio nal areas, ren ew contracts tha t are clue to expire and
deal with exp ected changes to service clelive1y demands as the veteran po pulatio n ages.
Internal auditing arrangements
OVA carries out a range of internal assurance and review acti vities, managed by th e
Strategic Review Services (SRS) group, based within the Stra tegic Suppo rt Branch. This
in cl udes internal audits, IT audits, risk assessments and advice to program areas as
req uired . SRS works closely with other groups within the Strategic Support Bra nch ,
including the Natio nal Fraud Control Unit, o n fraud control, corpo rate governance and
related matte rs.
OVA operates its strategic review services as a partnership w ith the private secto r firm
Ernst & Young. This combinatio n of in-house knowledge and external expe rti se e nables
th e department to de liver a comprehensive range of products and services as weJJ as
providing broad, fl exible coverage of OVA's op e rations.
SRS reports to the National Audit and Fraud Committee on a q uarterly basis and works
closely w ith OVA's State Audit and Fraud Committees (SAFCOM) . DVA also maintains a
constructive working relatio nship w ith the A AO and othe r external bodies such as the
Health Insurance Commissio n's internal audit group.
During 2000-01 , DVA was heavily involved in risk management activities, w ith SRS
undertaking a comprehensive risk profiling p roject throughout the department an d
deve loping OVA's Risk Management Plan.
SRS continuo usly reviews its acti vities to ensure that they meet the evolving needs of
internal and external stakeholde rs and has instituted a numbe r of measures to record
and monitor its own performance and ensure timely fe edback from client groups.
National Reviews
The National Audit and Fraud Committee approved a program of strategic reviews
(i ncl uding IT audits) for 2000-01. The key national reviews completed during the year
included:
⢠a review of End-User Computing (the d evelopment of computer applica ti ons by staff
outside the Information Management Unit, which manages the De partment's IT
infrastructure). The review fo und that on the whole there were controls in place o n
end-user computing activities, but recommended improveme nts in the development
of cost-ben efit analys es and other supporting documentati o n;
⢠a review o f the department's IT security policy, which found the new draft policy
provided adequate coverage over OVA's IT security environment, but that it required
formal approval;
OF VE T ERANS' AFFA I RS
204 1
Interna l and
External Scrutiny
⢠a review of the extension of eligibility for the Gold Card, which found that the
project to extend Gold Card eligibility was well-planned, with no significant
problems identifie d ;
⢠a review of delegations in the Disability Compensation and Income Support
Branches. The review identified some minor discrepancies between the powers
specified in the Instrument of Delegation and the supporting Excel Spreadsheets;
and
⢠a post-implementation review of CrossView (a change and problem management
system), which concluded that CrossView is a cost- effective, reliable and
maintainable system that has appropri ate control regimes in place .
State-based reviews
In addition to the national reviews, each State offi ce conducts a program of local
reviews. These reviews typica lly address State-specific operational issues and repo rts
are provided to the State office management. Some of the reviews completed during
the year were:
⢠a review on bank account reconciliatio ns in Queensland. The review was designed
to provide assurance that all bank account reconciliations were being performed in
accordance with a National Office Memorandum. The review made three
recommendations to improve the integrity of the reconciliation process;
⢠a review of Defence Service Homes Loan Subsidy Processing in Victoria . This found
that procedures and processes were generally adequate, w ith a few areas requiring
minor improvement;
⢠a review of contract management in the SA State Office. This invo lved examination
of a sample of contracts, taking into account:
tendering and contract development;
contract performance management; and
reporting and gazetting procedures.
The review identified the need fo r tighter controls over the contract management
process, for example performance monitoring and gazettal of contracts, and
made recommendations to improve the efficiency and effectiveness of the
contract management process;
⢠a review of the management and administrative arrangements for the Alice Elliot
Day Centre in Tasmania. The review noted the important social benefits of the
centre, but identified a number of issues requiring management attention; and
⢠a review of the adequacy and effecti veness of records management processes in
Western Australia. This found that, w hil e there was room fo r improvement, the
records management process was adequately controlled.
DEPARTMEN T Of VET E RANS' A F FA I R S r--------------
205
Inte rnal and Ex t e rnal Scrut iny
Reviews in progress
At the end of 2000-01, reviews in progress included:
⢠a review of the department's contract arrangements with Qantas Airways Limited;
⢠a nation al review of contract management within DVA;
⢠review of the Department's Memorandum of Understanding with the Health
Insurance Commission;
⢠a review of offsetting in the Disability Compensation and Income Support Branches;
and
⢠review of duplicate payments with Treatment Accounts syste m processing.
Risk Management and ongoing advice
Du ring the year, DVA completed a com prehensive, Department-wide risk profiling
project, which provided the data for:
⢠the department's Risk Management Plan;
⢠its Fraud Contro l Plan;
⢠business p lanning;
⢠the SRS Strategic Audit Plan for 2001-04; and
⢠the renewal of DVA's insurance arrangements w ith Comcover.
In addition, SRS conducted detailed specific risk assessment workshops for high-profi le
projects, including:
⢠the Rehabilitation Appliance Program;
⢠the Repatriation Transport, booked car with driver program; and
⢠the Pharmaceutical Approvals Centre.
The Health Divisio n worked with SRS to undertake data-gathering and analysis of
inquiries made by providers and the Health Insurance Commission.
Information techno logy audit
During 2000-01, the focus of IT audit work continued to be systems under
development, as well as reviews of technical issues. The main fo cus of the year
was o n:
⢠particular operational activities of the Informati o n Management Unit; and
⢠review of management practi ces and operational acti vities across the organisation.
The IT Audit team also parti cipated in a number of systems development activities
including:
⢠provision of advice and assistan ce to business areas with regard to the FMA
certification process;
⢠development of systems such as DMIS, HOTSPUR, VHCS, RTCPS and DOLARS ; and
⢠provision of advice and assistance to business areas w ith regard to the revisi on of
IT Security Po licy Standards.
D E P A R T M E N T 0 F V E T E R A N S '
206
A FF AI RS
Fraud Control
Internal and External Scrut i n y
DVA, through its Na tional Fraud Control Uni t (NFCU) works to anticipate, detect,
investigate and prosecute cases of fraud, to ra ise awareness o f the risk of fr aud and to
train staff in prevention, detectio n and investigati on techniques.
During the year, NFC U developed the Departme nt's Fraud Control Plan 2001- 03,
w hi ch w as approved by AFCOM in June 2001. The fraud risk assessment and
treatment p lans were prepared in conjunction with Strategic Review Services as part of
an integrate d ri sk assessment process covering both fraud and general business risks.
To assist local staff to conduct in vestigations, NFCU is progressively training selecte d
DVA staff to a standard approved by the Nati o nal Investigatio ns Training Centre. The
approved course delivered by DVA is Th e Depm-tment of Veterans' Affairs (ACT)
Co u rse in Fraud Control (Investigations). This course w ill achieve the Certifica te Level
IV standard and is approved until 23 December 200 3. The competence of trainees is
measured b y fo rmal examinati o ns and a workplace compete ncy appraisal.
The unit also provides training sessio ns for departmental staff, members of the ex
servi ce community and provide rs to raise awareness of the risk of fraud and unethical
behaviour.
In 2000-01 , the Department conducted investigati ons into a range of suspected fr auds
by veterans, providers, staff and others. Following an increase in the previous year,
DVA detected a decrease in the number of fr auds against the Repatriation Transport
Sc heme. Publicity in the Department newspaper Vetqffairs of details of successful
p rosecutions is believed to have provided a deterrent.
The majority of cases of suspected fraud now involve clients w ho exceed the
all owable ho urs of paid employment under their disability pension assessment, or w ho
fa il to disclose income or assets. The Fraud Case Management Information System ,
used by a ll investigative staff to record cases o f suspected and proven fraud, allows
analys is of trends in fraud.
NFCU is respo nsible for the coordination at a depanmental level of protective security
arrangements as described in the Protective Security Manual 2000 issued by the
Attorney-Gene ral's Department.
Table 66: fraud control detection and prosecution activities
Current cases at 30 June 2001
Matters before the courts
Matters with the Director of Public Prosecutions
Matters w ith the Australian Federal Police
Convictions
Fin alised cases
Hea lth
26 2
9
2
24
D EP A R T MENT OF VETERA NS'
Compensati on
70 2
11
12
90
Tota l
96 4
20
14
114
A F F A I R S
207
Internal and Ex ternal Scru tin y
Du ri ng the year approximately $650 299 was recovered as a result of investigati ons
into susp ected frauds.
External Scrutiny
Reports by the Auditor-General
The Auditor-General published two reports that specifically related to the Department.
Report No. 29 of 2000--01: Review of Veteran s'
Appeals Against Disability Compe n sation Entitlement Decisions
This audit examined the review of decisions on vete rans' disabili ty compensation.
The objective was to examine the management of internal review by DVA and external
review by the Veterans' Review Board (VRB) of decisions by the Repatriation
Commission on veterans' claims for disability compensation.
The ANAO concluded that, overall, DVA and th e VRB were managing reviews
adequately w ithin the legislation. However, DVA could improve key aspects of
rev iews by:
⢠minimising the level of appeals through continued improvement of the quality of
investigation and reasons for decision at the primary claim assessment level;
⢠making wider use of quality assurance of internal reviews; and
⢠improving the quality and timeliness of reports of evidence to veterans and the VRB
fo r the purposes of external review by:
clearly identifying relevant evidence considered when making the primary
decision;
providing formal guidance and training for DVA staff who prepare reports on the
evidence; and
implementing systemati c quality assurance of reports on evidence.
The ANAO made fo ur recommendations in this report. DVA and VRB agreed with
th ese recommendations, which aim to:
⢠minimise the level of appeals, by continuing to improve the quality of investigation
and reasons for decision at the prima1y level;
⢠encourage settlement of appeals at the earli est possible stage;
⢠improve the Department's preparation of reports on the evidence;
⢠better manage the risks to the timeliness and quality of reviews that arise fr om a
d iminishing pool of volunteer advocates available to represent applicants; and
⢠ensure a common method of counting appeal cases and decisions.
- ----------------li DE P ARTME N T OF VETERANS '
208
AFFAIRS
Report No. 44 of 2000--01: Information
Teclmology in th e Department of Veteran s' Affairs
Internal and Ex terna l Scru t in y
This audit was conducted as a joint financial statement and performance audit of
DVA 's IT systems. The objective of the financial statement component of the audit was
to express an opinio n on w hether DVA could rely on its IT systems to support
production of a reliable set of financial information for the financial statements. The
objective of the performance audit component was to determine whether DVA's IT
systems outputs adequately met quality and service delivery targets.
The ANAO concluded that, overall , DVA's management of its IT systems was
satisfactory. In regard to specific audit objectives, the ANAO concluded that:
⢠the results of testing indicated that reliance could be placed on DVA's IT systems
and controls, and accuracy of the accounts and records, to the extent necessary to
form an opinion o n the Department's financial statements; and
⢠the outputs of the three systems used to support DVA's income support and
compensati on responsibilities met DVA's quality and service delivery performance
parameters.
The ANAO made the following two recommendations:
⢠That DVA monitor the time taken to implement changes of its application software,
from initiation of a change to its execution, to help ensure all changes w hich have
a significant impact on the business are completed in a timely manner; and
⢠That DVA :
develop IT Balanced Scorecard measures that directly link, and relate to, relevant
IT strategy statements. These measures would then enable effective monitoring
of progress in implementing the IT strategic plan;
develop suitable measures for IT systems that support DVA's client service
reporting requirements;
review and update the information systems model documentation to ensure it is
complete and current to facilitate operations and any changes that may be
required;
clearly articulate in its balanced scorecard reports:
inherent limitations on the accuracy of performance reports; and
clear explanations and definitions of key terms used in the reports, including
what is meant by "error" and "accuracy"; and
formalise acceptable variations from agreed targets for all internal and external
IT systems reporting.
The department accepted both recommendations and has commenced remedial action
to address the ANAO's concerns.
DEPARTMENT OF VETERANS' A F FA I R S r -------------
209
Intern al and Exte rnal Sc rutiny
Decisions of Courts and Administrative Tribunals
The Veterans ' Entitlements Act 1986 (the YEA) , and other portfolio legislation, provid e
for the review of administrative decisions that affect claims for pensions, benefits and
other allowances. Persons lodging claims for veterans' or war widows' disability
compensation benefits under the VEA can seek a review of certain decisions of the
Repatriation Commission by the Veterans' Review Board (VRB ). Both claimants and the
Commission may seek a review of a VRB decision by the Administrative Appeals
Tr ibunal (AAD. The function of both the VRB and the AAT is to review a decision o n
its merits to find the correct or preferable decision based on all of the circ*mstances.
Pe rsons making applicati o n for income support benefits under the VEA can also seek
a re view of some decisions by the AAT, as can claimants for benefits under other
portfolio legislation.
Both claimants and the Commission are able to make appeals to the Federal and High
Courts against decisions which contain errors of law .
Legal aid, administered by the Attorney General's Department, is available for some
claimants to assist in applications to the AAT and appeals to the Courts.
Deta ils of the review process from the perspecti ve of the VRB and AAT are contained
in the Annual Reports of those bodies.
Significant AAT decisions
From the Commission's perspective, two matters of wide interest in the veteran
community arose out of AAT decisions in the past year.
The first of these concerned the effect of volunta1y work on the test of the ability to
'work ' inherent in the consid eration of Special Rate Pension. Special Rate Pension is
more commonly known as Totally and Permanently Incapacitated (TPI) Pension.
Th e question arose in the case of McPhee. Here the AAT held that voluntary work was
not relevant to the test in the legislation as to whether a claimant for TPI pensio n was
able to "undertake remunerative work". However, the AAT refused the veteran's
appeal on other grounds.
Publicity surrounding this case caused the Commission to write to ex-service
o rganisations reiterating the previous Ministerial and Commission position that
voluntary w ork undertaken by TPI pensioners was not considered to be 'remunerative
work' in the terms of the TPI provisions of the YEA.
The second matter of inte rest involved decisions on whether the death of veterans
fro m prostate cancer could be linked to diets high in animal fat. Such a link was
required to be established by Statements of Principles (SoPs) made by the Repatriation
Medical Authority (the RMA) . Resolution of this matter required obtaining evidence of
diets of veterans over several periods of time. The Commission sought the assistance
210 !
DEPARTMENT OF V ETERANS ' AFFA I RS
Internal and External Sc rut i ny
of the veteran community as to diets available to particular groups of service
personnel during and after World War II.
On 17 August 2000, the AAT handed down six decisions as part of 125 cases w here
the linkage in question was involved. Four of the AAT decisio ns set aside the
Commission's previous decision , and held that the veterans' death was war related.
In the other two cases, the Commission's decision was upheld.
Based on the six AAT decisions, it has been possible for the Commission to settle
some of the outstanding cases. Others await further investigation of veterans' diets
whilst on service.
Decisions o n this matter have been complicated because, during the consideration of
many of the claims, the RMA issued a new SoP fo r prostate cancer that differed from
its predecessor in allowing a li nkage between prostate cancer and the consumption of
animal fat. Over half of the 125 cases at th e AAT were determined at the prima1y level
by the Commissio n before the new SoP was in force. This focussed attention o n the
legal issue as to which SoP must be applied to these cases in their consideration at the
AAT. Considerati on of this question by the Federal Court is reponed upon in the
next section.
Significant Federal Court decisions
The last annual report referred to the questio n of accrued rights under the SoP regime
in reporting on the Federal Court's decision in the Repatriation Commission v Keeley.
Prior to this decision , it had been the view of the Commission that the parliamentary
intent in establishing the SoP regime was that the SoP in force at the time the relevant
decision-maker was considering a matter was the SoP that should be used. The
Commission took this view because SoPs are made by the RMA based on the most up
to-date sound medical scientific evidence available.
The decision in Keeley modified this position, holding that the SoP in force at the time
of the original decision by a delegate of the Commission should also be the SoP to be
used througho ut the review process.
Throughout the year other cases have been considered in the Federal Court on which
SoP should be used b y a decision-maker. Decisions in these cases caused uncertainty
for both decision-makers and claimants.
This uncertainty caused the Commission and veterans to lodge further appeals to the
Full Federal Court , some of w hich were pending at the end of the reporting period.
The latest decisions are those in the cases of Gorton and Williams. Here the Court has
suggested that any intention to restrict the application to a consideration of the latest
SoP throughout the decision and review chain could only occur w here there is specific
reference to this in an amending SoP, or w here an appropriate amendment is made to
the YEA . Otherwise the Court envisages a process that sequentiall y uses the latest SoP
DEPARTMENT OF VETERANS' AFFAIRS f--------------
211
Inte r na l and Ex ternal Sc rutin y
and then the earlier SoP in force at the time of the original decisio n, in order to reach
a decision . The Commission is considering the implications of these decisio ns.
Ano ther area of differing interpre tation has been that of the standard of proof to be
applied to the diagnosis of a condition claimed by a veteran to be service-related .
Th e Commission holds the view that a decision-maker should be "reasonably satisfied"
th at the claimant suffers from th e claimed condition. The Commission believes this
view to be consistent with both the legislation and the operation of the SoP regime ,
whi ch is based upon the existence of pat1icular diseases or conditions. The
Commission was of the opinion that the Full Federal Court decisio n in the case of
Cooke 0 998) supported its view.
Decisions of the single judges of the Federal Court in the cases of Meehan and
Budworth have raised uncertainty on this matte r.
The Commission has appealed to the Full Fe deral Court against the decision in
Meehan and Budworth. Simultaneously, a veteran has appealed to the same Court
against a decision in another case where the Cooke principle was applied. The
Commission awaits the outcome of these appeals.
The Federal Magistrate's Court
Under amendments to the Administrative Appeals Tribunal Act 1975 , in certain
circ*mstances the Federal Court may transfer appeals pending in the Court to the
Federal Magistrates Court. Seven such veterans' appeals have been transferred , with
o ne decision by the end of the reporting period.
Freedom of Information
In accordance with section 8 of the Freedom of Information Act 1982 (FOI Act) ,
in fo rmation concerning functio ns and documents of the Department is detailed in
Appendix C.
A summary of FOI statistics for the past three years is detailed in the table below.
Table 67: FOI requests 1998- 99 to 2000- 01
1998- 99 1999- 00 2000-01
Requests received 14 714 13 340 13 563
Average t ime taken to process (days) 21 19.5 18.3
Number ref used in ful l or part 48 55 56
Percentage refused in full or part(%) 0.33 0.43 0.41
Average cost per request $69 $79 $76
OF VETERANS ' AFFA I RS
212
Interna l and
Externa l Scru t iny
During 2000-01, the re was a modest increase in the number of requests lodged under
the FOI Act compared to the previous year. It is anticipated that the numbers will
continue to increase fo llowing the 2001 Budget initiative to pay compensation to
former prisoners of war and civilian internees held by Japan during Wo rld War II.
Details of the FOI statistics, by State, are provided in the table below.
Table 68: FOI requests by State
Nationa l
FOI requests NSW VIC QLD WA SA TAS office TOTAL
Recei ved 4 649 2 667 4 920 538 442 321 26 13 563
Fina lised 4 677 2 544 4 927 526 430 321 24 13 449
Gra nted - full 4 551 2 434 4 911 519 378 321 13 13 127
Granted - part 0 5 0 26 0 4 36
Acce ss refuse d 1 4 1 1 11 0 2 20
Transf erred 0 0 0 0 0 0 3 3
Wit hdrawn 125 101 14 6 15 0 2 263
Outstanding 201 303 62 19 18 2 6 611
The average time taken to complete a request decreased from 19.5 to 18.26 days. The
percentage of requests which could not be processed within the 30-day statutory time
limit decreased from 12.76 per cent to 9.15 per cent. In a number of these cases DVA
was required to undertake consultation with third parties prio r to granting access. In
such cases, the Depanment claimed the additional 30 days in which to notify a
decision.
The Department spends a considerable amount of time in consulting with applicants
to clarify their requests. This action is taken to assist applicants identify the docume nts
they are seeking in support of a claim o r an appeal. In cases w here applicants are
seeking access to documents, such as medical reports not in th e possession of DVA ,
advice is provided o n how to seek access to the documents.
Grounds for re fusing FOI requests
The reasons for refusing access to documents, in part or in fu ll , were:
⢠where the documents requested were not held by DVA - 53 requests;
⢠w here actioning the request would be an unreasonable diversion of agency
resources - one request; and
⢠where disclosure of the documents would have been an unreasonable disclosure of
personal information about a person - two requests .
FOI fees and charges
In 2000-01 , a total of $11 006 in FOI fees and charges was collected.
DEPARTMENT OF V ET ERANS ' AFFAIRS I--------------
213
Interna l and Ex ternal Sc rut i n y
Comments by the Ombudsman
During 2000-01 no cases attracted reports under sections 15 , 16 or 17 of the
Ombudsman Act 1976.
Privacy
There was one complaint raised by the Privacy Commissione r during the year, with
discussions continuing with the Commissioner.
There were no reports served on the Department under sectio n 30 of the Privacy Act
nor were the re any determinati o ns made under section 52 or served on the
Department under section 53 of that Act. There were no determinations sought under
section 72 of the Privacy Act d uring 2000-01.
Delegations to OVA contractors
The Repatriation Commission is vested with broad powers to enable it to carry out its
functions, duties and powers under the Veterans' Entitlements Act 1986. Although the
Commission has no staff of its own, it is able to delegate its powers to members of the
Australian Public Service, generally staff of the Department of Ve terans' Affairs .
Previously, the legislation enabled the Repa triation Commission o r the Secretary of the
Department of Veterans' Affairs to delegate powers to contracted persons engaged
under the Public Service Act 1999, but no t to those employed by a third party
contracted to provide similar services. The Veterans ' Affairs Legislation Amendment Act
(No 1) 2000 provide d for limited delegations to be made to non-APS organisations or
individuals.
This legislation reflected the changing role of the Repatriation Commission from being
a provide r of health care services (through Repatriation General Hospitals) to being a
p urchaser of these services and the outsourcing of the number of acti vities previously
undertaken within DVA, such as the processing of treatment accounts, now managed
by the H ealth Insurance Commission.
During 2000-01 o ne delegation was made to a contractor in the OVA Health Division,
fo r financial approval for exceptional case funding for community nursing. This
delegation has a limitation of $10 000 per three-month p eriod.
---------------! DEPARTMENT OF VETERANS' AFFAIRS 214
and Assets
Management
INTER FET mem bers Sergeant
Dani el Mutevu and Lanc e
Corporal Brad Gurski cross
spa nn ers in East Timor.
(Australian Defen ce Force)
Purchasi ng and A ss ets Manag ement
PURCHASING AND ASSETS
Until the 1990s, the Department of Veterans' Affairs provided health services directly
to the veteran community through the Repatriation General Hospitals. Today, in
response to the challenge of a competitive environment and changing veteran
demographics, DVA has evolved to become one of the largest purchasers of health
services in the country.
Th e pressures of competition and changing technologies on government have also
seen the Department manage a range of non-core business acti vities, such as
information technology, through strategic partnerships with private and public sector
organisations. DVA's corporate strategies in this fi e ld continue to reflect the
Government's broader policy on public sector management and reform.
Contract Advisory Unit
The Department established its Contract Advisaty Unit (CAU) to provide a national
foc us on all aspects of procurement and contracti ng. The CAU provides high level
advice and services including the development of appropriate contracting
documentation such as tender and contract templates and guidelines. The CAU has a
balance of contract specialists and qualified legal staff w ho can provide advice or
obtain external legal assistance when appropriate. Through the unit, DVA also
provides access to training for staff involved in contracting.
Ac hievements for 2000-01 include:
⢠the expansion of internal and external procurement communica ti on network s
through the Procurement Discussion Forum, including li nks with the Department of
Finance and Administration, the Office of Asset Sa les and Commercial Support and
the National Office for the Information Economy;
⢠the continuous improvement of the Department's sta ndard tender and contract
documentation to improve clarity and to refl ect changes in Commonwealth policy
and its extension to all areas of the Department's procurement as contracts fa ll due;
⢠the continued development of departmental procurement policies and
procedures; and
⢠the development and deliveq of Competitive Tendering Contracts training courses
for departmental staff in all State offices and National office.
The year was marked by a number of major procurement projects, including the
Ve terans' Home Ca re program, the World War II nominal ro ll , private hospital
tendering under new veteran partnering arrangements, the Department's Corporate
Services Review project and the Rehabilitation Appli ances Program.
r-----------------/ D EP ART ME N T OF V ETER A N S ' AFFAIR S
216
Co rporat e services rev iew
Purcha s ing and Assets Management
A review team was established in 1999-2000 to review DVA's corporate services, in line
wi th the Government's decision requiring all agencies to review and, where appropriate,
market test corporate services. The objective was to review all corporate services
functi ons to determine th e best strategy for improving effi ciency and cost effective ness
of each fun ctio n , including, where appropriate, market testing of functions, and to make
reco mmendations to achieve this objective. The review also considered the
appropriate ness of corporate services functio ns.
The review team contracted Ac umen Alliance to carry out a full costing of corporate
services functions, including all IT and property costs attributable to each function. This
process attributed actu al costs for 1999-2000, which can be updated in subsequent years
for use in any future market testing exercise.
Following a tender process, Acumen Alliance have now bee n contracted to provide probity
advice to the Department in connecti on with its corpo rate services market testing activities.
The review team has determined a draft mark et testing strategy and has developed a
communications plan, change management strategy, risk analysis and a probity plan, in
preparation for a mark e t testing exercise. Extensive consultation was also ca rri ed out to
learn from th e expe ri ence of other agencies that are more advanced in this process. In
turn , DVA is now be ing consulted by other agencies examining this area.
A decision was made to market test mail and file services and a draft request for tender
was issued fo r market comment in Ma y 2001. A fin al request for tender was released in
early August 2001.
Between the release of the draft request fo r tender and the final request for tender
considerable work was undertaken to prepare considerable documentation which
articu lated th e Department's business needs to ensure not o nly continuation of business
but improvement in the way the Department conducts its business.
The Department contracted Deloitte Touche Tohmatsu to provide business ad vice on the
process of market testing to ensure that the tendering process will provide an outcome
that provides continuity of DVA's business need s, while ensuring va lue for money.
Use of consultants
The Department engages external consultants to support departmental activities where
specialised expertise is not available in-house or an independent assessment or
evaluation is required.
Befo re engaging external consultants the Department determines w hether the proposed
assignment is feasible and essential to the efficient and effective operation of the
Department and whether use of the consulta nt will be cost-effective and include scope
for skills transfer.
DEPARTMENT OF VETERANS' AFFAIRS !-- - ------------
217
Pu rchasin g and
Assets Management
O nce a need for external consultants is established , the Department ensures that the selection process:
⢠observes government and departmental procurement policies;
⢠is publicly defensible, promoting open and effective competition;
⢠is based on pre-determined selection criteria ; and
⢠demonstrates best overall valu e for mo ney.
Market testing occurs through public invitati on or approaching a sufficiently
rep resentative number of potential consultants.
During 2000-01, 39 consultants were engaged at a cost of $8.15 million. A list of
consultants engaged during 2000-01 is at Appendix D.
Contracted services
DVA spends some $2. 9 billion annually on veterans' health care through a va riety of
arra ngements with the Austra lian health industly. These include contracts with State
and Territory governments and standing offers w ith some 380 private hospita ls, da y
surge1y centres and other health provide rs. The arrangements potentially involve over
40 000 health care p roviders , including a significant number of individual practiti oners.
Some 16 million services are paid for annually through the Health Insurance
Commission, acting as OVA 's paying agent for most health service provi ders.
ln addition to the contracting out of health services, a range of administrative and
corporate services is currentl y under contJ·act.
Inform ation techno logy
The Department has been engaged with IBM Global Services Au stralia in the provision
of IT infrastru cture services since April 1997 . The initial peri od of the agreement is d ue
to expire in November 2002 and the Department is considering its options in relati on
to extension, termination or market testing. During the period 2000-01, payments
of approximately $30.7 million were made to IBM GSA for service provision and
$7 .8 million was paid to IT contractors.
Internal audits
Inte rnal audit services have continued to be provided by the partnership between
th e Department and Ernst & Young . This a ll owed the Department to combine leading
edge aud it methodologies with corporate knowledge. As part o f the partnership
arrangements, specific internal audits were conducted jointly by DVA and Ernst &
Young staff to ensure quality, consistency and skills transfer.
Statistical services
The Department entered into an arrangement with the Australian Institute of Health
and We lfare in late 1999 to provide an Executive Level 2 staff member to manage the
Statistical Services Sectio n and p ro mote a mo re strategic relationship between the
"'' D E P A R T M E N T 0 F V E T E R A N S ' A F F A I R S
218
Purchasing and Asset s Management
institute and the Dep;1rtment. In February 2001, the arrangement was varied to one
where the officer continued only with the strategic partnership, with an emphasis on
projects of mutual interest to the two agencies. The agreed cost of the revised
arrangement is 20 p er cent of an Executive Level 2 salary.
Legal services
The Legal Services Group is responsible fo r the provision of accurate, timely and
cost-effective legal advice and services to the Minister, the Department and the
Repatriation Commission. The legal services provided cover a full range of legal
matte rs including providing legal advice , legislation develo pment, conducting litigation ,
preparing legal instruments and conducting legal awareness training.
Legal services are provided using a mix of in-house resources and the purchase
of specialist legal services from external legal service provide rs on a case by case
basis. The majority of external legal services are purchased from specialist areas in the
Au stralian Government Soli citor. These arrangements are under constant review to
ensure that the most accurate, timely and cost-effective legal services are provided
to clients.
War graves
The Offic e o f Australian War Graves (OAWG) contracts out the horticultural
maintenance of 38 war cemeteries througho ut Australia . The OAWG has moved
towards outsourcing civil maintenance of official memorials in genera l cemeteries. The
design and constructio n of new official memorials overseas is also contracted out.
Participation of Australian and New Zealand Enterprises
The department is consistent with the Commonwealth Procurement Guidelines in its
dealings with Australian and New Zealand enterprises.
Refurbishment of accommodation
During the year the Ve terans' Affairs Netwo rk Office and the Vietnam Veterans
Counselling Service Office in Newcastle were collocated to new premises at
6 Auckland Street ewcastl e. The lease term is for fi ve years commencing June 2000.
Negotiations were completed for an extension of the existing lease over te nancy areas
occupied by the South Au stralian State office in Blackburn House, 199 Grenfell Street,
Adelaide, effective from 1 November 1999.
Refurbishment of the DVA tenancy area in Blackburn House, 199 Grenfell Street,
Ad elaide will be undertaken during 2001-02 , including the replacement of carpeting
throughout work areas, the painting of all internal walls and the replacement of
outdated furnishings and fittings. The major focus w ill be on enhancing the working
environment, including improved service delivery areas.
DE PA RTMENT OF VE TER AN S' AFFAIRS f---------------
219
Pu r c h as ing and
Asse t s Ma n a gement
Additional space in an adjoining tenancy was leased to acconm10date Northern Territory
staff administering the Military Compensation and Rehabilitation Service (MCRS) , formerly
administered by the Department of Defence. MCRS staff from Robertson Barracks joined
existing OVA staff in the expanded and refurbished office at Casuarina on 18 December
200 0. The offi ce now has improved reception and confidential interview arrangements for
all clients.
Ecologically Sustainable
Development and Environmental Performance
The Department's capacity to contribute to ecologically sustainable development lies
primarily in the area of property management. However, it should be noted that in th e
ma in the Department occupies leased properti es.
The Department is committed to contributing to the Government's policy o n the
re duction of greenhouse gas emission and considers that tangible benefits have been
ga in ed through its energy management policy. Activities aimed at reducing energy
co nsumption in major leased tenancies include :
⢠installation of computerised systems to control lighting in low usage areas and
outside core hours; and
⢠installation of energy efficient lighting fixtures.
The Department has committed to purchase a portion of its power from renewable
(New Hydro) sources and has a waste paper and materials recycling policy in place as a
further demonstration of its support to the protection of the environment.
The Dep artment is investigating its leased vehicle operation in particular its fuel usage
as another way to reduce the impact on the environment. Ad vice is been sought from
th e leased vehicle provider on the increased use of Liqu efied Petroleum Gas (LPG) and
Compressed Natural Gas (NG) in leased vehicles.
Part of the Department's energy management plan is the commissioning of energy
audits of its major tenancies in order to identify energy savings measures. In addition ,
staff awareness campaigns are conducted to encourage support and adoptio n of energy
savings practi ces, particularly in the area of lighting.
Energy savings initiatives undertaken continue to lead to a reduction in the
Department's energy consumption, which fo r 2000-01 averaged at 7 807
megajoules/ person/ annum (mpa) across all offi ce accommodati on compared to 8 117
mpa for 1999-2000 and to the target of 10 000 mpa set by the Government.
The Department will continue strong fo cus o n maintaining e nergy usage levels below
th e target, with special consideratio n being given to energy saving measures in the
assessment of new fitout works and new leasings as well as increasing its commitment
to the use of 'Green ' energy .
D E P A R T M E N T
220
--- - -
0 F V E T E RANS' A FFA I RS
20 Treatment
Monitoring
Committee
Australian nurse Sister Lynette
Crozier tends to a wounded
French so ldier du rin g World War
Sister Crozier was one of four
Australians emp loyed by a wea lt r
American, M rs Bordern Tu rner, to
work in her mobile hosp ita l on
the Western Front.
(AWM P0 1790.00 1)
Annual Report
NATIONAL TREATMENT MONITORING COMMITTEE The Repatriation Commission established the National Treatment Monitoring
Committee (NATMO C) to monitor the integration or sale of the Repatriation Gene ral
Hospitals (RGHs) and the operation of the Repatriation Private Patient Scheme (RPP S)
in each state and territory.
Representatives of key ex-service organisations (ESOs) and the Department of
Ve te rans' Affairs make up the committee. NATMO C held its inaugural meeting on
19 Ma rch 1992 but was not formally established until the Repatriation Private Patient
Principles (RPPPs) came into o peration on 1 July 1992.
Afte r approving the operation of the committee for an initial two-year period, the
Repatriation Commission reviewed NATMOC's role in May 1994 and, satisfied w ith its
progress, approved an extensio n for a further two years . It approved further
extensions in 1996 and 1998. In June 2000, NATMO C was extended until 2002.
Enabling legislation
NATMOC is established under the Repatriation Private Patient Principles, which are
determined under secti on 90A of the Vete rans' Entitlements Act 1986. The RPP Ps state
that the Repatriation Commission will monitor the access to, and quality of, hospital
ca re arranged for the veteran community through a nati o nal treatment monitoring
committee and a treatment monitoring committee (TMOC) in each State, the Au stralian
Capital Territo ry and the Northern Territory. NATMOC also has the same monitoring
ro le under paragraph 13 of the schedule to the Seamens' War Pensions and
Allowances Regulations.
The Repatriatio n Commission has the power to determine or amend the RPPPs and is
responsible for the ultimate directi on of the committee. The RPP Ps are subject to
effec tive parliamentary scrutiny through the mechanism of a disallowable instrument.
Membership
Me mbership of NATMOC is determined under RPPP No 13. Members are appointed
fo r a two-year period but may resign at any time. The committee has two
Commonwealth officers and seven members w ho represent ex-service and associated
organisatio ns:
TREA T M ENT M O N ITO R I NG COMMITTEE
222
Dr Neil Johnston
Mr Geoff Stonehouse OAM
Mr G ' Ru sty' Priest AM
Mrs June Healy OAM
Mr Peter Alexander CMG OBE OAM
Brigadier Alf Garland AM (RL)
Mr Co lin Doust
Mr Simon Agnew
Air Vice-Marshal John Paule AO DSO AFC (Retd)
Mr Rob Co x
Annual Report
President, Repatriation Commission - Commonwealth representative and Chair
Division Head Hea lth, Department of Veterans' Affairs Commonwealth representative
Returned & Services League of Austra li a
War Widows' Gu il d of Australia
Australian Veterans and Defen ce Se rvic es Council
Australian Federation of Totally & Permanently Incapacitated Ex-Servicemen an d Women -to 13 September 2000
Australian Federation of Totally & Permanen tly Incapacitated Ex-Servicemen and Women- from 14 September 2000
Legacy Coordinating Council
Regular Defence Force Welfare Associa tion
Vietnam Veterans Association of Austral ia
The current periods of appointment w ill expire on 30 June 2002.
Powers and functions
Foll owing th e integration or sale of the RGHs, NATMOC, together with the State
TMO Cs , monitors the standard of health care and the range of health services available
to vete rans, war widows/ widowers and dependants throughout Australia.
During 2000- 01, NATMOC continued to provide a forum for TMOCs to raise issues
best addressed at a national level. The committee received reports from TMOCs, DVA
and Sta te health organisations o n aspects re lating to the operation of the RPPS and
wider health care issues for the veteran community.
Staff
DVA continued to provide secretariat services to the committees. Information about
NATMOC can be obtained from the Branch Head Health Services on (02) 6289 6181.
Funding
ATMOC was financed from DVA b udget allocation. Although conunittee members
received no sitting fees, the Dep artm ent covered the cost of travel and accommodation
w here members were required to attend interstate meetings.
NA T I ONA L TREATMENT MON I TORING C 0 M M I T T E E r -------------
223
An nua l
Repor t
Table 69: NATMOC expenses for 2000-01
Trave l ex penses f or 3 meetings
Acco mmodation for 3 meetings
Prov isio ning f or meetings
TOTAL
NATMOC does not distribute funds or grants.
Meetings
$12 215
$3 733
$1 162
$17 110
Meetings were held on 3 August 2000 - Brisbane, 7 December 2000 - Hobart and
29 March 2001 - Canberra.
Activities and issues raised
The committee's priorities during 2000-01 included:
⢠reviewing the minutes from State TMOCs ;
⢠monitoring:
- contracts with State Government hospitals;
- pri vate hospital veteran partnering activities;
- the DVNDefence Links project;
- Optical Supplies Program;
- Community Nursing Program;
- Health St udies:
- Vietnam Veterans
- Gulf War Vetera ns
- Ko rean Veterans;
- Atomic Test Participants Mortality and Ca ncer Incidence Stu dy;
- the National Ex-Service Round Table on Aged Ca re; and
⢠Issues arising from the Australian Hearing Services Advisory Committee.
Matters of significance
Rep atriation Private Patient Sch eme
The RPPS provides acute hospital care for veterans in local facilities. Under the
scheme, entitled veterans and war w idows/ widowers may be admitted directly to a
local p ublic hospital, former Repatriation General Hospital or a contracted veteran
partnering private hosp ital as a p ri vate patient, in a shared ward, the doctor of choice.
The committee takes a keen interest in the operation of th e Repatriation Private Patient
Sche me and the operation of the former Repatri ation General Hospitals.
I
NATIONAL TREATMENT MONITORING 224
CO MMITTEE
Veteran partnering
Annual Report
Me mbe rs have continued to monitor negotiations on veteran partnering arrangeme nts
for the provision of services to eligible veterans by private hospitals. Arrangements
have now been imple mented in Victoria, Ta smania, South Australia, New Sou th Wales,
the Australian Ca pital Territory and no n-metropolitan Queensland.
OVA/Defence Links Project
The committee has commended DVA on the successful transfer of the Militaty
Compensation and Re habilitatio n Scheme from the Department o f De fence. NATMOC
has continued to support the Links project, w hich aims to improve services to
Australian Defence Force members and veterans by identifying common business areas
between DVA and Defence and by making better use of their resources.
Optical Supplies Program
Me mbe rs fo llowed progress in the joint OVA/Defence Request for Tender
arrangements for optometri cal supplies. DVA and Defence released a joint tender in
April 2001, which resulted in the establishment of a comprehensive range of spectacle
frames. The new range has approximately 100 metal and plastic frames, with features
that would appeal to the younger serving me mber and the older veteran, such as
spring hinges on many models. The NATMOC Optical sub-committee, responsible for
consulting w ith the veteran community on the suitability and attractiveness of the
proposed new range, provided feedback to the Optical Advisory Group. Members
of the sub-committee are Mrs June Healy, Mr 'Rusty' Priest and Mr Rob Cox.
Health Studies
Me mbers were kept up-to-date on the progress o f the following studies:
⢠Vietnam Veterans' Health Study - members were advised of the implementation
of a range of initiatives in response to the va lidated study findings . These initiatives
fo cus on the prevention, maintenance and treatment of conditions identified
thro ugh the study that are impacting on the health and well-being of the Vietna m
veteran community.
⢠Gulf War Veterans Health Study - recruitment and examination are proceeding well
and the Department is expecting a good response rate. It is expected that the final
analysis w ill occur in December 200 1.
⢠Korean Veterans' Mortality Study - data-matching between the Nominal Roll of
Australian Korean War Veterans and the Department's client database has been
completed . Matching o f the Australian Electoral Roll and of the National Death
Index at the Australian Institute of Health and Welfare has also commenced.
A separate cancer incidence study has also commenced.
⢠Atomic Tests Participants Mortality and Cancer Incide nce Study - the Department is
undertaking a study to determine mortality and cancer incidence in atomic test
participants. A preliminary nominal roll was completed in June 2001 and work
N A TIONAL TREATMENT MONITORING COMM I TTEE r --------------
225
Annual Report
was under way on commencing the study, with the establishment of a consultative
forum and the appointment of an independent scientific advisory committee.
Conununity Nursing Arrangements
The committee has supported th e new contractual arrangements for community
nursing services to ensure community nurses provide high quality and efficient
se rvices to the veteran community.
National Ex-Service Round Table on Aged Care (NERTAC)
Members continu e to have particular interest in the aged care issues addressed by
NERTAC. Special needs status provided to the veteran community through the
Department of Health and Aged Care has been closely monitored. The minutes of
NERTAC meetings are circulated to NATMOC members.
SUBSIDIARY BODIES
New South Wales Treatment Monitoring Committee Meetings held: 24 August 2000, 7 December 2000, 8 March 2001 , 14 June 200 1.
Membership to 30 June 2001
Mrs Felicity Barr
Ms Janet Anderson
Mr G " Rusty" Priest AM
Mrs Beryl Page
Mr John Jeppesen RFD
Mr G (Les) Blok
Lt Col A " Bushy" Pembroke MC (Retd)
Mr Eric Easterbrook
Mr Peter Maher
Mr G "Dutchy" Holland
Ms Catherine Katz
Matters of Significance
Deputy Commissioner, DVA- Chair
Director, Health, DVA
Returned & Services League of Australia
War Widows' Guild of Australia
Austra lian Veterans and Defence Services Council
Totally & Permanently Incapacitated Veterans' Association
Regu lar Defence Force Welfare Association
Sydney Legacy
Vietnam Veterans' Federation of Australia
Vietnam Veterans Associat ion of Australia
NSW Health Department
The committee fo cussed on a number of major issues including the:
⢠operation and review of the Repatriati on Private Patient Scheme;
⢠introduction of veteran partnering contracts with NSW private hospitals) ;
⢠tendering for the Veterans' Home Care program;
⢠arrangements for services during the Sydney 2000 Olympic Games; and
⢠the Vietnam Veterans' Health Study.
TREATMENT MONITORING COMMITTEE
226
Repatriation Private Patient Scheme
Annual Rep o rt
The committee monitored the use of public and private hospitals by veterans and war
widow/ w idowers in NSW and noted the continued trend of increasing hospital
admissions, particularly in the private sector.
An agreement between the Repatriation Commission and NSW Health for the provision
of public health services to veterans was finalised for the p e riod 2000-02.
The Chief Executive Officer of Concord RGH and the Director of Nursing of Lady
Davidson Hospital attended committee meetings and kept the committee informed
about developments at each hospital.
Both hospitals develo p ed and implemented plans which ensured their continued
successful operation during the Sydney 2000 Olympic Games.
Concord Rep atriation General Hospita l
Concord RGH was the official hospital for the Olympic athletes and officials for the
Sydn ey 2000 Olympic Games and provided around-the-clock services for the Games
during September. At the same time, the hospital continued to meet the clinical needs
of veterans and other members of the community w ho required its services.
During the year a major five-year capital works program commenced at Concord RGH ,
with the aim of establishing precinct-based service arrangements on the site. In
preparation for the constructio n program, wards in the multi-storey building were
transferred to single storey buildings on the campus. The hospital was careful to
ensure that a temporary reduction in total bed capacity at Concord during this phase
of th e redevelopment did not interfere w ith veterans' and war w idows' access to
inpatient or outpatient services at the hospital.
The Special Veterans' Services programs, including the Veterans' Liaison Officer,
continued to be well utilised by the veteran community and delivered good results.
Ongoing funding for the Special Veterans' Services programs was agreed as part of the
2000-02 Deed of Va ri ation with NSW Health.
Lady Davidson Hospital
Lady Davidson had a busy year, w ith high occupancy levels occasio nally putting
pressure on bed availability. However, the hospital was generally able to admit
veterans and war widows without delay.
In February 2001, Mayne Nickless Limited acquired Australian Hospital Care Ltd
(including Lady Davidson Hospital) and a new CEO was subsequently appointed to
the h ospital. The new owners have indicated that they are keen to maintain the
hospital's strong focus on setving the veteran community.
NA T IONAL TREATMENT MONITORI N G COMMITTEEr---------------
227
An nu al
Report
Veteran partnering
The committee was kept up to date on the progress of tendering for private hospital
services in T SW and the ACT. Ad vice was provided on the outcome of this tendering
exercise, with Tier 1 contracts established with 46 private hospitals in NSW and the
ACT and Tier 2 contracts established with a furth er 15 private hospitals. Special
autho ri satio n status has been granted to four Tier 2 hospitals, a llowing the admission
o f rehabilitation patient<.; from Tier 1 hospitals without prior approval.
Amongst other requirements, every veteran partner private hospital in NSW is obliged
to have a Veterans' Liaison Officer to provide a si ngle point of contact for veterans and
their families. The committee welcomed this initiative and provided fe edback o n how
quickly and well it was being implemented in the contracted private hospitals.
Vete rans' Home Care
The national Veterans' Home Care program was implemented in NSW in ] anua1y 2001,
wi th 17 regional agencies contracted to undertake assessments of referred veterans
and war w idows and approve provision of any of the four core home care services
required. DVA has contracted 67 service providers to provide services under the
coordination of the regional agencies. Members provided feedback on the success o f
implementation.
Vietnam Ve terans' Health Study
The committee was briefed on the progress of a numbe r of initiatives to increase
support for Vietnam veterans and their families. These included:
⢠DVA Mental Health Se rvices and Alcohol Management projects;
⢠Men 's Health Peer Education project;
⢠care fo r Vietnam veterans' children with spina bifida or cleft lip/ palate;
⢠crisis relief; and
⢠the expanded role of the renamed Au stralian Centre for Posttraumatic Mental
Health.
Content ious Issues
At each meeting, contentious issues raised in the previo us quarter were consid e red,
the provision of quality care monitored and the development of any trends assessed.
The major contentious issues related to delays in booked transport, veterans' claims
for reimbursem*nt, the provision of equipment under the Rehabilitation Appliances
Program, and the provision of care in public and private hospitals. The committee
was satisfied that in all cases, action was taken by DVA to investigate, resolve and
where appropriate, put in place mechanisms to prevent a recurrence of any problems.
Members were p leased to note a reduction in the volume of correspondence
compared to the previous yea r.
! NATIONAL TREATMENT MONITORING 228
COMMITTEE
Complaint category
Transport
RAP/Allied Health
Hospitals
Nursing
Providers
Other Issues
Number
29
49
12
5
10
43
Annual R e p o r t
Australian Capital Territory Treatment Monitoring Committee
Meetings held: 28 August 2000, 11 Decembe r 2000, 29 Ma rch 2001, 4 June 2001.
The meeting on 29 March was a joint meeting w ith the National Treatment Monitoring
Committee
Membership to 30 June 2001
Mrs Fel ic ity Barr
Ms Janet Anderson
Mrs Colleen Thurgar AM
Mr Geoff Johnson
Mrs Margery Smyth
Mrs Lolita Steingrube
Mr Jim Ponting
Mr Bill Hindson MC MG
Brigadier Alf Garland AM (RL)
Mr Mike Phoenix
Commodore Ha rold Adams AM
Mr R (Jock) Scott OAM
Commander David Clinch OBE
Mr ian Gore
Mr Kim Patterson
Ms Margaret Summers
Ms Helen Bedford
Deputy Commissio ner, DVA - Chair
Director, Hea lth, DVA
Returned & Services Leag ue of Australia
Returned & Services Leag ue of Australia
War Widows' Guild of Aust ralia
War Widows' Gu il d of Austra lia
Totally & Pe rman en tly Inca pa citated Ex-Servicemen and Women Association (to 29 March 200 1)
Total ly & Permanent ly Incapacitated Ex-Se rvicemen and Women Association (from 30 Ma rch 2001 )
Totally & Permanently Incapacitated Ex-Servic emen and Women Associ ation (to 29 March 2001 )
Vietnam Veteran s Association of Australia
Australian Veterans and Defence Services Council
Reg ular Defence Force Welfare Association
Reg ula r Defence Force We lfare Association
Canbe rra Legacy
Canberra Legacy
ACT Department of Health, Housing & Community Care (to 28 March 2001 )
AC T Department of Hea lth, Housing & Community Care
(from 29 March 2001 )
NATIONAL T REATMENT MONITORING COMMITTEE II----------------
229
Annual Report
Matters of significance
The major issues focussed o n by the committee included:
⢠the operation and review of the Repatriation Private Patient Scheme;
⢠tendering for Veterans' Ho me Care;
⢠veteran partnering; and
⢠aged care issues.
Repatriation Private Patient Scheme
Me mbers considered a report on the operation of the RPPS at each qua1teriy
meeting, noting changes in p atterns of veteran utilisation of public and private
hospitals in the ACT.
Veteran partnering
The committee was kept up to date on the progress of tendering for private
hospital services in the ACT and NSW. During the p e ri od covered by this report, the
tendering exercise was concluded and all three private hospitals in the ACT were
gra nte d Tier 1 status.
Amongst other requirements, every veteran pa1tner priva te hospital in the ACT is
ob liged to have a Veterans' Liaison Officer to provide a sin gle point of contact for
vete rans and their families. The committee strongly supported this initiative and
provided valuable feedback on how quickly and well it was being implemented in
each of the contracted private hospitals.
Veterans' Home Care
The Veterans' Home Care program was implemented in the ACT in ]anua1y 2001 , with
two regio nal agencies (one based in SW) contracted to undertake assessments and
approve core home care services to meet the needs of individual veterans and war
w idows. DVA contracted eight agencies to provide services under the coordina tio n of
the regional agencies. The committee members provided feedback on the success of
the implementation of the program in the ACT.
Aged care issues
During 2000-01 , the committee considered a range of aged care issues affecting
veterans and war widows in the ACT, as part of its role as the Territory Ex-Services
Hound Table on Aged Ca re. Ms Loraina Dorham was nominated as the committee's
representative on the Na ti onal Ex-Service Round Table on Aged Ca re. In addition to
Ms Dorham's reports o n ERTAC discussions, the committee received regular reports
o n local health and aged care issues from members representing the Commonw ealth
Department of Health and Aged Care and the ACT Department of Health , Housing and
Community Care.
! N A T I ONAL TRE A TMENT MON I TOR I NG
230
COMM I TTEE
Conten tio us issues
Annual Repo r t
At each meeting, the committee considered contentio us issues ra ised in the previous
quarter, monitoring the provision and q uality of care, and assessing the development
of any trends. These issues covered a range of subjects and no major categories o r
trends were apparent. The committee was satisfied that action was taken by DVA to
investigate, resolve and, w here appropriate , put in place mechanisms to prevent
recurrence of problems.
Complaint category
RAP/Allied Health
Payme nt issues
Hospitals
Other Issues
Number
9
4
3
Victoria Treatment Monitoring Committee
Meetings held: 8 August 2000, 10 October 2000, 5 December 2000, 6 February 200 1,
8 May 200 1.
Membership to 30 June 2001
Mr Brian Flynn Deputy Commissioner, DVA- Chair
Mr Mike O'Meara
Mr Mark Petty
Director, Health, Community & Staff Services, DVA
Executive Director, Nursing & Patient Support, Austin & Repat riation Medical Centre
Mr Peter Le w is
Dr Allan Beech
Mr lan Charles Wall OAM
Mr Jim Haby
Dr Solomon Rose
M r Bruce Coleman
Mr Ed w ard Wightman
Department of Human Services
Melbourne Legacy
Regular Defence Force We lfare Association
Returned & Services League of Australia
Returned & Services League of Australia
Australian Veterans & Defence Services Council
Naval Association of Australia
Mr Terry Francis Hornbuckle
Mr Brendan Lynch
Totally & Permanently Disabled Soldiers' Association of Victoria
Vietnam Veterans' Association of Australia
Mrs Eileen Mary Watt AM War Widows' Gu ild of Australia
Matters of significance
Majo r issues that the committee foc used on during the year included:
⢠the redevelopment of the Austin & Repatriation Medical Centre;
⢠veteran partnering arrangements with private hospitals;
⢠aged care faci li ty PTSD train ing; and
⢠the introduction of Ve teran Lia ison Offi cers.
NATIO N AL TREATMENT MONITORING COMMITTEE 231
An nual
Repo rt
Redevelopment of Austin & Repatriation Medical Centre (A&RMC)
A decision was made by the Victorian Government in Au gust 2000 regarding
redevelo pment of the A&RM C. Plans include centralising acute faci lities o n the Austin
ca mpus and sub-acute services on the Heidelberg campus. The Mercy Hospital
Re locati o n to A&RMC will proceed, w hil e Royal Talbot w ill be unaffected.
The committee had expresse d strong preference for redevelopment to occur on the
forme r Heidelbe rg Repatriation campus. A consultative committee including ex-service
and DVA representati ves has been established to advise the State Minister for Health.
The Pre mier officially launched the redevelopment works in May 2001.
The committee also noted that there has been a positive response fro m the State
Government to the suggestio n that redevelopment encompass the establishmen t of a
hi g h ca re nursing home to be operated by the RSL o n the former Repatriation campus .
Ve teran partnering
The committee was kept informed of veteran partn ering arrangements with Victorian
priva te hospitals. The first year of the program has seen:
⢠the appointment of Veteran Liaison Officers in a ll hospita ls; and
⢠an average increase in usage of private hospitals of approximately 25 per cent, with
a decrease of 9 per cent in the public sector.
As a result of the development of the contractual relationship w ith Tier 1 private
hospitals, further initiatives have been introduced, including:
⢠pri va te hospitals being required to provide quali ty reports every six months;
⢠the in vestigatio n o f additio nal services proposed by Tier 1 contracto rs; and
⢠the commencement of negotiations for Tier 2 contracts (November 2000).
Veteran Liaison Officers
Ve teran Liaison Officers (VLOs) are employees of the hospitals w ho act as a point of
contact to assist veterans during their stay in hospital. The committee expressed the
wish that VLOs be made a contractual requirement as part of negotiations to renew
Victorian veteran partner contracts in 2001.
Al tho ugh the VLO system is working well , the committee noted that veterans are
sometimes unaware of the existence of the VLO , o r that they believe they are
e mployees of DVA. It is hoped that measures w ill be taken to in crease this awareness
and clear up any confusion veterans may have.
Aged Care Facility Train ing
The committee has been concerned with the inadequate level of expe rtise of staff in
residential ca re facilities, particularly regarding PTSD and other veteran-specific issues.
Communication w ith the Department of Health and Aged Ca re resulted in the
informati on that training issues are a matter for each individual facility.
TREATMENT MONITORING
232
COMMITTEE
Annu a l Report
DVA is liaising with the Australian Centre for Posttraumatic Mental Hea lth and the
Australian Na tional Tra ining Authority to increase awareness of veteran-specific iss ues
such as PTSD, and to improve training in residential care facili ties. Further action
includes:
⢠in vestiga ti o n of TAFE courses undertaken by Personal Care Assistants to assess level
of education regarding PSTD and other mental illnesses;
⢠welfare officers to visit residential care facilities to provide informatio n on veteran
needs; and
⢠DVA to improve veteran-specific information provided to prospective o perators
when they apply for funding of reside ntial care places.
Public hospital 'Veterans' Satisfaction Survey '
A veterans' survey w as conducted throughout 1999 and 2000 by the Victorian
Government, to gauge overall satisfac tion and whether the veteran community was
ma de to feel special during in-patient stays in the State 's pub lic hospitals. Although the
survey id entified some areas fo r improvement, the o verall results were very pleasing.
Overall , 90 pe r cent of patients surveyed replied that they were satisfi ed with the
service provided by the ir hospital.
Complaints Monitoring
During th e year, 15 complaints were received and resolved. All issues were dealt with
on a case-by-case basis, being fotwarded to the re levant provider for investigation and
report. Complaints ranged fr om concern over nursing treatment and discharge
planning at hospitals, to declines for allied health equipment. Some com plaints
covered more than one category. Details are as foll ows:
Complaint Category
Pol icy and Procedures
Discharge Pl anning Transpo rt Hospi t al Treatment Allied Hea lth
Other (administrative I management issues)
Number
1
2
4
4
4
The committee received a total of 13 compliments .
NATIONAL TREATMENT MON I TORING COMMITTEE [----------------
Annual Repo rt
Queensland Treatment Monitoring Committee
Meetings held: 3 August 2000, 20 November 2000, 5 Ma rch 2001
The meeting on 3 August 2000 was a joint m eeting w ith the National Treatment
Monitoring Committee.
Membership to 30 June 2001
Mr Gary Col li ns
Mr Kevin Ross
Mr Cyri l Gi lbert OAM
M r A lan Price
Mr Bill Mason
Mrs Helen Hill
Dr Peter Grant OBE RFD Ed
Mr Kevin Cas ey A M
Mr Patri ck Jac ks o n
Mr Jo h n Smith
Mr Va l Kleem OA M LM
Mr Gordon Blake
OVA Deputy Commissioner OLD- Chair
OVA Director Health, OLD
Returned & Services League of Australia, QLD
Returned & Services League of Australia, QLD
Returned & Services League of Australia, QLD
War Widows' Gu ild, QLD
Brisbane Legacy
Returned Defence Force Welfare Association, QLD
Dep artment of State Hea lth, OLD
Vietnam Ve terans Association of Australi a, QLD
Totally and Permanently Disabled Soldier's Association of Australia, QLD
Australian Veterans & Defence Services Council
Observers: Mrs Rose Kleem OAM, Mrs El izabeth Jones, Mr Jack Lemon
Matters of Significance
Ma jor issues that the committee focused on during the year included:
⢠veteran partnering and other private hospital contracting arrangem ents;
⢠RPPS - Hospita l Separation Data;
⢠Ve terans' Home Care;
⢠Greenslop es Private Hospital; and
⢠discharge p lanning.
Ve t eran partnering
The committee was kept updated on the progress of tendering for private hospital
services in countty Queensland. Veteran partnering commenced in November 2000
w ith the contracting of 23 Tier 1 private hospitals througho ut countJy Queensland.
Tie r 2 contracts (requiring prior approval) were granted to 19 private hospitals. The
Mini ster for Veterans' Affairs, Bruce Scott, presented veteran partnering certificates to
a large number of hospitals throughout Queensland.
RPPS Hospita l Separation Da t a
The committee monitored the use of public and p ri vate hospitals by veterans and war
w id ows/ widowers in Queensland , noting the in creased use of p rivate hospitals. The
total number of hospital separations for the yea r 1 January 2000 to 30 December 2000
--------------...J NATIONAL TREATMENT MONITORING COMMITTEE
234
Annual Report
was 62 317 (private) and 4 323 (public). It should be noted that public hospital data
was only available for the first six months of 2000.
Veterans ' Home Care
Vete rans' Home Care commenced operations in Januaty 2001 , with th e aim of
increasing the range of home care services available to help eligible veterans and war
widows/ widowers who wish to continue living in their own homes. The committee
was kept informed about the tendering process, which saw seven separate regions
covered by three contracted coordinati on agencies and approximate ly 36 service
providers. The committee also took a keen interest in the range of services to be
provided, co-payment issues, and transitional arrangements from HAC C. Members from
the Queensland State office Veterans' Ho me Care team visited va rious hospitals and
ESO groups to provide information on the new arrangements.
Greenslopes Private Hospita l
Mr Gavin O'Meara, General Manager of Greenslopes Private Hospital, attended
meetings and provided reports to the committee.
The committee noted that Greenslopes had conducted an assessment on in-patient bed
days for the first three months of 2000 . This was then compared with the same period
in 1999. An increase of 14 per cent was noted. The percentage of veterans and war
widows/ widowers in the overall private patient throughput remained at 85 per cent.
On quality issues the committee was advised that Greenslopes was no longer using its
in- house quality Slllvey system . The hospital has contracted this service to Parkside, an
independent quality su tvey organisation. The committee learned that the results of the
sutvey have been very good to elate. Patient feedback and reaction to the slllvey had
been positive, with a response rate of 70 per cent.
The committee was advised that funding had been allocated to replace 400 beds
within th e hospital w ith electric beds and pressure relieving mattresses, and that so far
more than 50 per cent of these new beds had been installed. The committee also
learnt of the opening of a new three-bed Sleep Investigation Unit.
Following discussions with ESO groups, the hospital has funded a bus to transport
rela tives and carers of veterans to and from Greenslopes. This was in response to
fee dback received regarding difficulties experienced by relatives and carers of veterans
and war widows/ widowers, in travelling to and from the hospital from northern areas
of Brisbane. Volunteers from a local RSL sub-branch will drive the bus. The bus makes
two trips daily and has three pick-up and set-down points.
The committee was advised of plans for the creation of a 30-bed pain and palliative
unit and a new 90-bed private room complex. It noted that these plans would ca use
major disruption for some months, given that the front entrance to the hospital, the
NATIONAL TREATMENT MON ITORING COMMITTEE f----------------
235
Annual Report
ESO o ffi ces, and carparks would have to be re-located during the construction period.
The committee was advised that the hospital would keep interested parties updated
and informed during and prior to this period by holding public meetings and
publishing newsletters and public notices.
Di sc harge Planning
Discharge Planning is a major issue for the Queensland monitoring committee. The
committee was pleased to note that in March 200 1 Queensland State o ffi ce held a very
successful Discharge Planning forum/workshop. This workshop was widely attended
by hospital discharge planners, VAN community support advisers, hospital contract
managers, representatives from community nursing agencies and members of the
Veterans' Health Services Unit w ithin Queensland State Health.
Complaints monitoring
The committee was given regular feedback on complaints monitoring. During the year,
36 complaints were received concerning aspects of hospital treatment. For reporting
purposes these were categorised into Nursing, Specialist, Discharge Planning,
Transport, Communication or Other issues - some complaints covered more than one
ca teg01y.
Complaint category Number
Nursing 8
Discharge Planning 6
Specialist 4
Communication 9
Transport 0
Other (administrative/management issues) 9
All issues were dealt with on a case-by-case basis, being forwarded to th e relevant
hospital for investigation and a response provided to the appropriate person within
the required time-frame.
TREATMENT MONITORING COMM ITTEE
236 I
South Australia Treatment Monitoring Committee
Meetings held: 6 October 2000: 2 February 2001,8 June 2001
Membership to 30 June 2001
Deputy Commissioner, DVA - Chair
Annual Repo rt
Mrs Pamela Blamey
Mr Geoff Banks
Ms Avril I Oates
Di rector, Healt h & Community Services, DVA- to 31 Aug 2000
Assistan t Director, Health Services, DVA (SAINT)
Ms Kerrie Bowering
Mr Max Farrell
Mr Ron Zwar OAM
Mr Bill Schmitt AM
Mrs Kathleen Rhodes
Mr John Spencer
Cdr Robi n Pennock
Professor Brendan Kearney
Mr Barry Vincent
Mr Ron Co xon
Matters of significance
until December 2000
A ssistant Director, Hea lth Services, DVA (SAINT) from January 2001
Legacy
Australian Veterans and Defence Services Council
Ex-Prisoners of War Association Inc
War Widows' Gui ld
Returned & Services Leag ue of Australia
Regu lar Defence Force Welfare Association
Department of Human Services
Association of Tota lly & Permanently In capac itated
Ex-Se rvicemen and Women (SA Branch) Inc
Vietnam Veterans Association of Australia
Major issues that the committee focused on during the year included:
⢠veteran transport;
⢠discharge planning;
⢠hospital services;
⢠Veterans' Home Care;
⢠shortage of GPs in rural areas;
⢠mental health policy; and
⢠SA Health Complaints Bill.
Veteran Transport
There has been a significant increase in both reimbursem*nts for travel and veterans
carried through booked-car-with-driver arrangements. It is pleasing to note that
veterans' complaints have decreased since the transfer of the o utbound bookings to
RGH Daw Park.
The Depanment tendered for, and developed contracts with two metropolitan
providers and 10 rural providers for booked-car-with-drive r services. The increased
number of providers gives better rural coverage and local service provision. The
Department conducted a veteran satisfaction survey on transport services that indicated
NATIONAL TREATMENT MONITORING 237
An nual
Re p or t
hi gh levels of sa tisfaction gen erally, but raised some issues about driver courtesy.
This is bein g addressed on a case-by-case basis and through contract moniroring .
Discha rge planning
A discharge planning workshop was held on 1 No vember 2000. The workshop was
well attended (a pproximately 100 discharge planners and social w orkers) and most
hospi ta ls were represented. The workshop was evalu ated and feedback was that it
provided an excellent overview of the multiple asp ects of discharge planning. There
was unanimous support for a Discharge Planning Netw ork ro be formed and the
Department fa cilitated the first meeting on 30 April 2001.
Hospital Services
Vetera n partnering arrangements commenced in June 2000 , providing veterans with
access to a b roade r range of hospital facilities and locations across metrop olitan
Ade laid e without the need for prior approval. A rota! of eight hospitals w ere awarded
Tier 1 contracts. Monitoring of activity data over the past 12 months indicates there has
been an increase in veteran activity genera lly w ith some shift fr om the public secror to
the p ri vate secto r.
The committee discussed veteran activity at RGH Daw Park, and will require further
data to understand any changing patterns in veteran utilisa tion . The issue of
ma in ta ining Intensive Care Unit services at RGH Daw Park w as d is cussed and
assurances were give n by the Department of Human Services that there was never a
proposal to make any changes. The level of intensive care service w ill remain
commensurate with th e type of services provided at RGH Daw Park.
The committee was advised that DVA is working on a number o f contracts for hospital
services for subsequent years. These include a new Deed of Variatio n with the State
Government for the provision of public h ospital services afte r 1 July 2001. Contracts
a lso are being negotiated with rural hospitals, looking at new accommodati on and
theatre banding schedules.
Veterans' Home Care
The Committee received two briefings o n Vete rans' Home Care . The Department
contracted two regional assessment and coordination agencies and 15 service
providers , resulting in good coverage across the State . The agencies became
o perational on 30 Janua1y 2001 and initially experienced some delays, due to a
backl og of calls fo r assistance. The target of 4 000 cli ents is expected to be achieved
over time. By 30 June 2001 some 1 600 veterans were receiving Vete rans' Hom e
Ca re services, with around 200 transferring to Veterans' Home Ca re fr om Home and
Community Care Services.
T RE A TM E NT MONITO R ING COMMITTEE
23 8 1
Annual Report
On 13 June 2001, the Department signed a deed of agreement with the State
Department of Human Services for the provision of ongoing services, including meals,
linen, centre-based day care and transport.
Shortage of GPs in rural areas
Access to LMOs has been identified as an issue in some rural areas. Interrogation of
current data systems did not provide reliable data to gauge the extent of the issue and
the Department has received very few complaints from veterans. Members were
advised that the Department's Medical Adviser provides input to the General Practice
training program. When DVA registers an LMO , he speaks with them personally about
the services that the Department provides and offers ongoing support in their role.
Two specific regional issues have been investigated recently, with some success
achieved in addressing these access issues.
Mental health policy
The committee was briefed on the Department's Mental Health Policy and Strategic
Directions Statement, with attention drawn to the broader identified mental health
needs of the veteran community. The committee discussed the issue of newly
compensated veterans not seeking treatment to improve their quality of life, the need
to better integrate services and the shift to encompass mental health needs beyond
those associated with PTSD.
The committee has been updated on the supplementary studies by the Australian
Institute of Health and Welfare following the findings of the Vietnam Veterans'
Health Study.
SA Health Complaints Bill
The Committee was reassured that the SA Health Complaints Bill, which provides a
mechanism for patient complaints about hospital treatment, would not impact on the
operation of the SATMOC.
Complaints
The Committee has made a considerable effort over the year to ensure that it captures
all data on complaints in both the private and public hospitals sectors and in nursing
homes.
In total, 68 complaints were received during the year. There were no identifiable
trends in the nature of the complaints except, as noted above, a decline from last year
in the number of complaints on transport. All complaints continue to be dealt with on
a case-by-case basis.
Summaries of the complaints, together with the outcome, are provided to the
Committee as an attachment to the Agenda.
NATIONAL TREATMENT MONITOR I NG COMMITTEE 239
Annual Re p ort
Complaint ca tegory
Po licy and procedures
Disc harge planning
Tr ansport
Hos pita l treat ment
Rehabi litation Appliances Program
Other
Number
10
10
34
Nil 13
Western Australia Treatment Monitoring Committee
Meetings held: 27 September and 28 March 200 1
M embership for 2000/2001
Mr Russell M cl aughlan
M s Marilyn West
Mr Ken Bladen
Deputy Commissioner, DVA- Chairman
Director Health, DVA
Returned and Services League of Australia
War Widows' Guild Mrs Marj orie Le Seouf
Air Co mmodore Sam Dal lywater OBE A E
Australian Veterans and Defence Services Council
Mr Bill Dedman OAM
Mr Rob Co x
M r Arthur Greaves
Mr Peter Eddy
M r Harry Davey
Mr Laur ie Su ll iva n
Mr Th eo Bushe-Jones
M s Bernadet te Hodgins
Regular Defence Force We lfare Association
Vietnam Vete rans Association of Australia
TPI Assoc iation
Perth Legacy
Ex-POWs Association
RAAF Association
Naval Association
Health Department of WA
Others attending meetings were: Mr Kevin Cass -Ryall, Executive Director, Hollywood Private Hospital and Mr Bob Wright, DVA Contract Manager.
Matters of Significance
During the year the WA Treatment Mo nitoring Committee considered the fo llowing
issues:
⢠the implemen tation of the DVA Me ntal Health Policy;
⢠the outcomes of the Supplementaq Report on Suicide in Vietnam veterans' children;
⢠the continued redevelopment of Hollywood Private Hospita l;
⢠progress with negotiations of DVA contract arra ngements with the Hea lth
Department of Western Australia ;
⢠the introducti on of the Veterans' Home Care p rogram;
⢠the establishment of a State Ex-Service Round Table on Aged Care (SERTAC) in WA ;
⢠the ava ilability of p rivate hospital services in outer metropolitan areas and progress
w ith veteran partnering .
---------------li N A T IO N A L TRE A TMENT MONI T OR I NG 240 COMMITTEE
Repatriation Private Patient Scheme
Annual Rep ort
Du ring 2000-01 , the RPPS continued to provide comprehensive and clinically
appropriate health care to the WA veteran community. Services delive red through
hospitals, specialists and gene ral practitioners under these arrangements were both
timely and of a high quality.
The overall number of people entitled to access treatment through the RPPS remained
relative ly static at almost 30 000. In 2000 , 424 000 professional medical and surgica l
services were provid ed to the ve teran community. This was an increase from 401 000
in 1999. Consultations with general practitioners numbered 275 400 and there were
110 000 vis its to specialists. There were 4 600 cases involving orthopaedic surgety,
3 500 cases of ophtha lmic surgety and 2 300 cases of urological surgety.
Th rough the RPPS in 2000 there were more than 26 600 (25 800 in 1999) hospital
admissions, which involved the use of 140,150 (133 ,700 in 1999) hospital bed days.
Over the year 67 per cent of hospita l admissions were to Holl ywood Private Hospital,
about 31 per cent attended public hospitals with the balance attending other private
hospitals. In general, there is little change in the pattern of hospital usage from
prev ious years. There seems to be a s light decrease in admissio ns to Holl ywood
Private Hospital and an increase in the use of the public hospital system, although this
appears to be related to seasonal flu ctuations and the high occupancy of Hollywood.
Hollywood Private Hospital
The committee was ke pt informed about the ongoing redeve lopment of Holl ywood
Private Hospital. A number of significant initiatives were noted:
⢠approval for th e development of 60 new be ds was obtained from the Health
Department of Western Australia and the Nedlands City Co uncil. Completion of this
project is planned for Febru aty 2002 and will increase the hospital to a capacity of 390 beds;
⢠the commencement of planning for a second card iac cathete r labo rato ty , further
operating theatres and an additional 10 to 12 beds in the Hollywood Clinic;
⢠the establishment of a Haematuria Clinic; and
⢠the introduction of the surgical use of an Argon Beam Coagulator.
Membe rs of the committee were enthusiastic about the commitment of the hospital
and the practical measures it has instituted to provide high quality care to the veteran
community.
Veteran Community Feedback
The Committee continues to receive a vety high level of extremely positive feedback
about the delivety of health care to the veteran community through the RPPS. The
provisio n of medical and hospital care is reported to be effective in meeting th e needs
NAT I ONAL TREATMENT MONITOR I N G COM M I TTE E f---------------
241
Annual Report
o f the treatment p o pulation. The committee during th e year noted some comment on
th e potential for the use of other private hospitals, particularly in regional and near
metro politan areas of Perth.
Feedback given to committee members from both individual veterans and war
widows, as well as thro ugh ex-service organisations, continues to reflect the successful
operation of th e Scheme.
Du rin g th e year, 10 forma l complaints were received, compared w ith 24 in the
previo us year. Each was investigated by the Department and satisfactoril y resolved
with those concerned , including the service provider. An examination of the
compl aints indicated that they related to individual incidents and did not point to
system ic difficulties with the RPPS.
Importantly, there was a significant decline in the number of formal complaints. Th is
is cl ea rl y reflected in the approximate ratio of one complaint per each 2 660 (1 077
pre vio usly) hospital admissions or one complaint for each 14 015 (5 574 previously)
hospital bed days utilised.
Complaint category
Hospita l treatment/fac ilities
Disc harge planni ng
Number
10
1
Tasmania Treatment Monitoring Committee
Meetings held: 23 August 2000, 7 Decembe r 2000 , 28 February 2001 , 16 May 2001
Th e December 2000 meeting was held jointly with NATMOC.
Membership to 30 June 2001
Mr Roger Wi nzenberg
Ms Christina Shaw
Mr Wallace Sutherland
M r John W atl ing
Mrs Joan Cooper
Mr George Debnam
Mr Peter Sutcl iffe
Mr Jack Brotherso n
Co l Jim Macbride
Mrs Anne Harper
Mr No rm Davie
Ms Tr ish Abbott
Deputy Commissioner, DVA- Chair
Director, Health, DVA
Returned & Services League of Australia to February 2001
Returned & Services Leag ue of Australia from Feb ruary 2001
War Widows' Guild
Aust ra lian Veterans and Defence Services Council
Totally and Permanently Disabled Soldiers Association
Hobart Legacy
Regula r Defence Force Welfare Association
Vietnam Veterans Association of Australia
Department of Health and Human Services
Department of Health and Human Services
Ot hers attending meetings were: Mr Peter Cook, Hospita l Contract Manager, Mr Andrew Mullen, Manager Home and Aged Care, Mrs Helen Frazer, Veterans' Home Care
T RE A T ME N T MO N I TOR I N G COMM IT T EE
242
Matters of significance
The Committee focused on a number of issues including:
⢠the introduction of Veterans' Home Care;
⢠veteran partnering;
⢠monitoring of quality care issues including discharge planning;
⢠nursing home-type patients; and
⢠State health issues.
Veterans' Home Care
Annual Report
Assessment and coordination agencies have been contracted in the three health
regions and 15 service providers have been contracted for provision of services. This
will give full coverage in Tasmania (including remote areas such as King and Flinders
Islands) . Approximately 500 veterans are now rece iving services throughout the State.
Presentations on Ve terans ' Home Ca re have been given to several o rganisations
throughout the State .
Priva te Hospitals
The provision of services at Tier 1 hospitals has been in place for almost 18 months,
wit h all hospitals settled into the new arrangements. Of the six Tier 1 hospitals, four
have nominate d a veteran liaison officer to deal with questions raised by veterans and
war widows while they are in hospital. These officers have visited the DVA State office
for familiarisation w ith veteran issues. The other hospitals have a designated discharge
planner to coordinate services for veterans. During the past 12 months there have
been changes to the ownership of two hospitals. Mayne Health now owns the Hobart
Private Hospital and Calvaty Hospital has purchased the StJohn's Hospital. St John's is
now operating as a patt of Calvary and therefore falls under the veteran partnering
contract, with a two-campus arrangement. These hospitals have rati onalised services
and are now providing better access to rehabilitation, palliative care, chemotherapy
and a wound clinic.
Discharge Planners Network Group
DVA facilitated this group with the aim of providing participants with an opponunity
to share id eas about discharge planning. Representatives from each of the three
regional public hospitals, private hospitals, public community nursing orga nisations,
the Brain Foundation and the Division of General Practice attend the meetings.
Topics discussed have included:
⢠Hospital Clinical Pathways;
⢠Community Nursing Clinical Pathways;
⢠'Single Entty Point Comprehensive Ass essment Project', organised by the State
Health Department;
⢠implementation of Veterans' Home Care arrangements;
NA T IONAL TREATMENT MONITORING 243
Annua l Report
⢠the rol e of a n Aged Care Assessment Team (ACAT) in assessing 'Nursing Home
Type' pati ents and access to nursing homes;
⢠access to nursing h omes from a nursing h o me persp ective; and
⢠a presentatio n o n the PREPARED Instrument (Prescriptions, Ready to re-enter
community, Education, Placement, Assurance of safety, Realistic exp ectatio ns,
Empowerment, D irected to appropriate services). This is a tool u sed to measure
patient pe rceptions of the quality of processes and outcomes of d ischarge planning
acti viti es from acute hospitals. PREPARED can assist h ospital discharge staff to
evaluate the effectiveness of discharge planning.
Nursing home type patients (N HT Ps)
In Tasmania the re is a shortage of nursing home beds. The problem is particularly
acute in the southern region. New beds have been funded but aged care fa cilities have
not yet extended their accommodation arrange ments to cater for the extra capacity.
Acute medical beds in private and public hospitals are therefore being u sed for HTPs
wi th the result tha t fewer beds are available to veterans and othe r p atients w ith acute
medical needs. DVA has assured the Treatment Monitoring Committee that in the
event that such p atients a re discha rged home pending nursi ng ho me placement, the
maximum allowable home su pport w ill be available through programs such as
Vete rans' Home Care. The Department, together with ex-service organisations, is
e ncouraging veterans to put their name on nursing h o me waiting lists as earl y as
possibl e under an NHTP hospital policy develo p ed by DVA and endo rsed by the
Ta smanian Treatment Monitoring Committee.
State heal th issues
The Royal Hobart Hospital has received a Commonwealth grant of $20 000 after being
ide ntified as the o nly hospital in Australia tly ing to enhance community rela tionships.
A website w ill be developed w ith links to health providers.
Complaints
During the year, 13 complaints were received during 2000-01 a nd re p o rted to the
committee. Most of the complaints related to treatment at hospitals. Each complai nt
was dealt with o n a case-by-case basis .
Complaint category
Hospitals
Doctors/Spec ialists
Allied Hea lth Providers
Number
10
2
The committee a lso received seven compliments, again largely relating to hospital treatment.
----------------JI NATIONAL TREATMENT 244 MONITORING COMMITTEE
Annua l Report
Northern Territory Treatment Monitoring Committee
Meetings held: 23 November, 31 May 2001.
Membership to 30 June 2001
Mrs Pamela Blamey
Ms Avrill Oates
Ms Kerrie Bowering
from January 2001
Ms Sue Filipovich
Mr Ken James
Mr Ken Bourke
Mr Garry Casey
Mr Glen Denmeade
Mr Jack Hamilton
Mrs Nola Smith
Mr Don co*ckett
Mr Bruce Maxwell
Ms Robyn Harrison
Ms Julianne Clift
Mr John Amery
Ms I rene Starke
Matters of significance
Deputy Commissione r, Cha ir- DVA (SAINT)
Ass istant Director, Health Services, DVA (SAINT)
until December 2000
Ass istant Director, Hea lth Services, DVA (SAINT)
NT Regional Manager, DVA, Darvvin
The Asso ciation of Totall y and Permanently In ca pacitated
Ex-Servicemen and Women, NT (to May 200 1)
The Association of Totally and Permanently Incapacitated Ex-Servicemen and Women, NT (from May 2001)
Vietnam Veterans Associat ion of Aust ralia, NT Branch
Legacy
Legacy (Rep laced Mr Glen Denmeade in May 2001 )
NT Coun cil of Ex-Servicewomen
Returned and Services League of Austra lia, Da rvvin Sub-branch (Deceased May 200 1)
Korean Veterans Association
Patient Advocate, Royal Darvvin Hosp ital
Territory He al t h Services
General Manager, Darvvin Private Hospital
Director, Vietnam Veterans Counselling Service
The committee fo cused on a number of issues during the year including:
⢠aged care facility accreditation in the Northern Territory;
⢠Veterans' Home Care;
⢠hospital utilisation;
⢠cardiac services; and
⢠the Men 's Health Peer Education Project.
Aged care facility accred itation
A report was tabled on the status of the accreditation of hostels and nursing homes in
the Northern Territory. All fac ilities were accredited, the majority were accredited fo r a
three-year period and two were accredited for one year.
NATIONAL TREA TMENT MO NITORING COMMITTEEr---------------
245
Annua l Report
Ve terans ' Home Care
The Committee was updated on the progress of Veterans' Home Care, noting that
there is one assessment agency that provides coverage for the Northern Territory and
two servi ce providers. There have only been small numbers of veterans accessing this
se rvice to date, w ith small numbers moving across fro m current HACC providers.
The committee raised the issue of veterans in rural areas requiring suppo rt through
Vete rans' Home Care for maintaining fire safety breaks around their properties. This
issue was foll owed up with the regional assessment and coordination agency.
Hos pital utilisation
The committee was updated on veteran admissions to hospitals in the Northern
Territory. There has been a stable le vel of admission s in public hospitals across
the Territoty, with an increase in activity in the private sector during the past two
calendar years.
Cardiac Services
The private hospital now has a fu ll y o perational Angiography Lab and is staffed by
a No rthern Territ01y based cardiologist and sp ecialist nursing staff. Visiting specia lists
fro m Flinders Medical Centre in Adelaide also su pport this service.
It is anticipated that with the availability of this service in Darwin that there w ill be
a significant reduction in the number of veterans who will be required to tra vel
interstate for treatment.
Men's Health Peer Education Project
A brief overview of the project's objectives and a report from the national project
officer was discussed with the committee . The first training round for peer educators
was vety successful , w ith five peer educators in Darwin and two in Alice Springs.
Complaints
Two complaints were received during the year. These continue to be dealt w ith on a
case-by-case basis. The sources of these complaints were:
Compla int category
Ambulance Service
Hospital treatment
Number
TREATMENT MON I TORING
246
COM M I T TEE
Appendices
Members of the Australian
Naval Brigade, part of one of
Australia 's less-know n mil itary
deployments- a colonial naval
contingent sent to China in
1900 to help suppress t he
Boxer Rebell ion.
(AWM P00417 020)
Appendix A I
APPENDIX A- STATISTICAL INFORMATION This appendix contains statistical information about the veteran community,
supplementing information in the Dep artment Overview and Our Performance
chapters.
These tables are:
Table 70: estimated number of survivors by conflict
Table 71: summary of benefit recipients
Table 72: pension and allowance rates
Table 73: number of income support pensioners
Table 74: service pensions payable by confl ict
Table 75: partner and widow/ widower service pensions payable by conflict
Table 76: service pension participation rates
Table 77: number of compensation pensioners by age
Table 78: disability pensions payable to incapacitated veterans as at 30 June 2000
Table 79: pensions payable to dependants of deceased veterans
Table 80: d isability pensions payable to incapacitated veterans by conflict and rate
Table 81: disability pensions payable to incapacitated veterans by rate of pension
Table 82: treatment population by age group
Table 83: Gold Card and White Card holders
Table 84: treatment population projections
Table 70: estimated number of survivors by conflict
World War I
World War II
Korea n War, Malayan Emergency and FESR Viet nam War
Othe r pre- 1972 conflicts BCAL (QS)
Peacetime Defence Force
Post-1972 conflicts Tota l
Notes:
I. Tbe june 2001 figure for World War 1 is sourced from D VA Comm emorations B ranciJ database.
June 2001
22
218 300
17 500
51 600
7 800
59 200
164 000
19 700
538 122
2. Figures for World War 11, Korea, Malaya, FESR and other pre 1972 conflicts are estimates Jmm the results of a 1984 Australian
Bureau of Statistics labour Force Survey. W'be re tbe vetera n ha..
3. Figures for Vietnam a re based on nominal roll data and include some veterans with prior service in ea rlier conflicts. 4. Peacetime Defence Force figures are based on Australian Dejl!nce Fot·ce data aud record those with three or more years
service post-1972 who are p otentially eligible under the VEA. It may include unknown numbers of veterans with service in conflicts prior to 1972. 5. Post-1972 conflicts include Namibia, GulfWat; Somalia, Ca mbodia and East Tlmor. 6. Total does not equal sum of components due to overlaps.
7. Components may not sum to total due to rounding and overlaps. 8. Total is those potentially eligible for SP and/or DP
D E P A R T M E N T
24a I
0 F VE TERAN S' AFFAIRS
I Ap p end i x A
Compensation
Table 71 : summary of benefit recipients as at 30 June 2000 and 30 June 2001
Number of recipients Number of recipients
at 30 June 2000 at 30 June 200 1
Service pension * 297 076 290 695
Income support supplement* 76 000 79 491
Disability pension * 162 730 162 505
War widow's/widower's pension* 107 953 110 656
Attendance allow ance 1 337 1 365
Rent assistance 26 232 26 279
Guardian's allowance 27 24
Dependent child add-on 57 56
Remote area allowance 1 215 1 263
Decoration allow ance 1 309 1 233
Loss of earnings allowance (a) 54 877 231
Re creation transport allowance 3 697 3 825
Vehicle assistance scheme: (a) Allowance for running cars 63 55
Driving devices 6 4
Vehicle purchase assistance 33 26
Fune ral benefit (a) 7 772 3 708
Telephone allow ance (b) 377 185 365 777
Temporary incapacity allow ance (a) 274 173
Veterans' children education scheme 4 486 4 292
Clothing allow ance 1 547 1 478
Homes insured 118 430 114 369
Housing loan subsidies 69 064 63 408
DEPARTMENT OF VETERANS' AFFAIRS !---------------
249
A p pe ndix A I
Table 72 : pension and allowance rates as at 30 June 2000 and 30 June 2001 (fortnightly rates unless otherwise indicated)
Service pension
Not a member of a couple Partnered
Income support supplement
Disability pension
Special rate
Intermediate rate
Extreme Disablement Adjustment
General rate (1 00%)
War and Defence widow's/widower's pension (inc Domestic allowance)
Orphan's pension
Double orphan
Lo w rate- single orphan
Rent assistance
Not a member of a couple
Partnered (combined)
Partnered with 1 - 2 children (combined)
Partnered w ith 3 or more children (combined)
Attendant allowance High rate
Low rate
Clothing allowance
High rate
Low rate
Telephone allowance
Base rate (per quarter)
Section 27 (increased rates of pension) Items 1 -6
Items 7- 15
Recreational transport allowance High rate
Lo w rate
Allowance for vehicle assistance scheme (annual rate)
Pharmaceutical allowance
Not a member of a couple Partnered
Illness se parated
Widow's/widower's rate Orphan's rate
July 2000
$
386.90
322.90
124.90
683.00
471.40
388.65
259.10
411.90
127.80
64.00
85.00
79.80
99.20
102.00
209.20
104.60
8.70
4.10
16.60
423.90
139.50-31.30
55.70
27.90
1 393.60
5.60
2.80
5.60
5.60
5.60
--------------......J I D E PARTME N T OF V E TERANS ' AFFAIRS
250
June 2001
$
402.00
335.50
124.90
708.50
489 .00
403.05
268.70
427 .00
131 .90
66.00
88 .00
82 .80
102.80
116.60
215.90
107 .90
9.00
4.20
17.20
439.80
144.00- 32.30
57 .50
28.80
1 448.20*
1 495 .00#
5.80
2.90
5.80
5.80
5.80
I Appen di x A
Table 72: pension and allowance rates as at 30 June 2000 and 30 June 2001 (fortnightly rates unless otherwise indicated) (continued)
Remote area allowance
Not a member of a couple
Pa rtnered rate
Spou se and w idow/widow er
dependent child
Ju ly 2000
$
18.20
15.60
18.20
7.30
Note: 1. From I july 2000 all pensions and allowances were increased by 4 per cent as part of the New Tax System compensaUon package. Maximum rent assistance was inet"eased 10 per cent.
June 2001 $
18.20
15 .60
18.20
7.30
2. The Vehicle Assistance Scheme nmning and ma;nrenance allowance is payable as a lump stun once per year The rate is set once per year in September, however with the introduction of CST on I july 2000 meant that there were two increases since the previous year. The allowance was increased on I july 2000* in line with GST and it was also increased on 20 September 200Utt in line witb CPl.
Table 73: number of income support pensioners as at 30 June 2001 (Includes people receiving service pension, income support supplement, age fJension and Commonwealth Seniors Health Card) *
NSW Vic Qld SA WA Tas Austral ia
- 54 5 443 2 471 4 748 1 692 1 847 815 17 016
55- 59 3 367 1 576 3 638 987 1 229 468 11 265
60-64 4 030 2 070 4 061 1 071 1 666 547 13 445
65-69 7 090 4 094 5 361 1 876 2 415 939 21 775
70-74 19 076 13 016 11 817 5 505 5 386 2 449 57 249
75- 79 47 926 33 793 27 446 14 284 12 248 5 715 141 412
80-84 28 741 20 732 17 305 8 608 7 344 3 237 85 967
85-89 8 973 6 973 5 552 2 631 2 572 1 054 27 755
90+ 2 228 1 807 1 323 592 697 197 6 844
Unknow n 9 14 20 4 0 0 47
Total 126 883 86 546 81 271 37 250 35 404 15 421 382 775
DEPARTMENT OF VETERANS AFFAIRS 251
Ap pend i x A I
Table 74: service pensions payable by conflict as at 30 June 2001
NSW Vic Qld SA WA Tas Aust ra lia
WWI 2 2 2 2 9
WWII 35 590 25 738 21 886 9 958 9 035 4 608 106 815
Ko rean War 2 809 1 299 1 995 539 762 286 7 690
& Malaya
FESR 519 215 530 126 254 69 1 713
Special Overseas 4 989 2 389 6 141 1 583 2 129 748 17 979
Service (inc Vietnam)
British C' wealth 5 063 3 950 3 826 2 995 2 774 923 19 531
Forces
Allied Forces 2 385 1 207 555 458 395 289 5 289
British, C'wealth 340 220 221 141 130 49 1 101
& Allied mariners
Australian mariners 684 201 317 124 143 47 1 516
Gulf War 6 2 0 0 3 0 11
Unknown 0 0 0 0 0
Total 52 387 35 223 35 473 15 926 15 626 7 020 161 655
Table 75: partner and widow/widower service pensions payable by conflict as at 30 June 2001
NSW Vic Old SA WA
WWI 24 29 28 18 22
WWII 27 576 20 070 16 691 8 239 7 340
Korean War 2 072 925 1 450 391 563
& M alaya
FESR 385 167 394 101 179
Special Overseas 3 667 1 785 4 540 1 148 1 577
Servi ce (inc Vietnam)
British C'wealth 4 758 3 857 3 518 2 918 2 663
Forces
Allied Forces 2 097 1 152 517 406 362
British, C'wealth 279 197 205 134 122
& Allied mariners
Australian mariners 487 147 249 86 122
Gulf War 3 2 0 0 2
Unknown 0 0 0
Total 41 348 28 332 27 592 13 442 12 952
O F V E TERANS ' AFFA I RS
252 1
Tas Australia
3 124
3 412 83 328
198 5 599
52 1 278
571 13 288
808 18 522
261 4 795
34 971
35 1 126
0 7
0 2
5 374 129 040
I A pp e n dix A
Table 76: service pension participation rates as at 30 June 2001
Age group Est imated vetera ns Veterans receiv ing Pa rticipat ion
with qualifying service service pension Rate(%)
-55 41 100 7 526 18
55-59 22 100 5 695 26
60-64 11 900 4 992 42
65-69 13 800 6 222 45
70-74 23 600 9 321 39
75-79 99 300 67 772 68
80-84 54 500 44 736 82
85-89 18 800 12 872 68
90+ 4100 2 519 61
Total 289 300 161 655 56
Table 77: number of compensation pensioners by age as at 30 June 2001 (includes people receiving disability pension, war widow's/widower 's pension and orphans pension) *
NSW Vic Qld SA WA Tas Australia
54 10 464 6 021 11 453 3 453 3 975 1 418 36 784
55-59 3 627 2 022 3 934 1 054 1 262 468 12 367
60-64 2 307 1 087 2 515 446 769 273 7 397
65-69 3 461 1 851 2 640 575 838 410 9 775
70-74 10 640 6 902 6 107 2 167 2 069 1 163 29 048
75-79 31 938 21 679 16 712 6 943 6 034 3 273 86 579
80-84 21 895 15 071 11 661 4 942 4 326 2 159 60 054
85-89 8 073 5 995 4 242 1 964 1 903 850 23 027
90+ 2 503 1 972 1 290 587 627 232 7 211
Unknow n 12 23 36 8 10 3 92
Total 94 920 62 623 60 590 22 139 21 813 10 249 272 334
'There are an estimated 51 148 partners and widows/widowers of incapacitated vetera ns also receiving pay ment at 30 june 2001
Table 78: disability pensions payable to incapacitated veterans as at 30 June 2001
NSW Vic Qld SA WA Tas Aust ra lia
WWI 2 3 2 9
WWII 36 517 24 665 19 572 7 929 7 631 3 975 100 289
Korean War 2 056 806 1 370 282 483 252 5 249
& Malaya
FESR 421 240 357 62 200 59 1 339
Special Overseas 5 842 4 671 5 750 2 282 2 060 998 21 603
Service (inc Vietnam)
Defence/ 10 411 3 656 12 003 2 426 3 867 982 33 345
P'keeping force
Seaman 's War 349 81 115 34 61 18 658
pension
Gulf War* 5 0 3 2 2 13
Total 55 603 34 122 39 171 13 018 14 305 6 286 162 505
* A number of veterans of the Gulf War are officially recorded as members of the Defence/ Peacekeeping forces.
DEPART MENT 0 F V E T ER A NS ' A F FA IRS I
253
Appen dix A
Table 79 : pensions payable to war widows and orphans of deceased vet erans as at 30 June 2001
NSW Vic Qld SA WA Tas
WWI 462 504 273 113 84 68
WWII 36 931 27 437 19 746 8 734 6 990 3 766
Korean War 903 296 488 125 181 66
& Malaya
FESR 102 34 67 12 20 8
Special Overseas 462 342 418 143 134 67
Se rvice (inc Viet nam)
Defence/P'keeping 636 63 54 1 60 180 28
force
Seaman's War 301 69 105 40 24 15
pension
Gulf War 0 0 0 0 0 0
Total 39 797 28 745 21 638 9 227 7 613 4 018
Table 80: disability pensions payable to incapacitated veterans by conflict and rate as at 30 June 2001
Special Intermediate General Rate General Rate
Ra te Rate EDA 100 per cent 10-95 per cent
WWI 0 0 3 5
WWII 8 57 6 4 51 10 437 20 597 60 228
Ko rean War 851 29 489 1 002 2 878
& Ma laya
FESR 254 3 45 180 857
Sp ec ia l Overseas 10 283 253 100 1 935 9 032
Service (inc Vietnam)
Defence/P'keepi ng 5 063 266 159 1 867 25 990
forces
Seaman's W ar 17 100 154 386
pension
Gu lf Wa r 2 0 0 2 9
Total 25 046 1 003 25 046 25 740 99 385
OF V ETER A N S ' A FF A I R S
254
Austral ia
1 504
103 604
2 059
243
1 566
1 508
554
111 038
Tota l
9
100 289
5 249
1 339
21 603
33 34 5
658
13
162 505
I Appendix A
Table 81: disability pensions payable to incapacitated veterans by rate of pension
Number of recipients Number of recip ients at 30 June 2000 at 30 June 2001 Variation
Special Rate 23 212 25 046 7.90%
Intermediate Rate 1 002 1 003 0.10%
Extreme Disablement 9 326 11 331 21.50%
Adjustment (EDA)
General Rate- 100 per cent 25 388 25 740 1.39 %
General Rate - 10- 95 per cent 103 802 99 385 -4 .26%
Total 162 730 162 505 -0 .14%
Health
Table 82: treatment population by age group as at 30 June 2001
NSW Vic Old SA WA Tas Unknown Tota l
-55 11 914 6 278 11 981 3 743 4 433 1 305 7 39 661
55-59 4 191 2 153 4 191 1 172 1 404 446 7 13 564
60-64 2 829 1 233 2 887 605 1 005 288 5 8 852
65- 69 4 249 2 139 3 126 799 1 181 428 0 11 922
70-74 12 170 7 465 6 664 2 513 2 594 1 249 5 32 660
75-79 43 736 28 932 21 990 10 231 9 177 4 216 17 118 299
80-84 29 467 19 987 15 442 7 158 6 292 2 565 9 80 920
85+ 13 666 10 237 7 060 3 426 3 516 1 241 3 39 149
Unknown 25 24 30 12 11 2 0 104
Total 122 247 78 448 73 371 29 659 29 613 11 740 53 345 131
Table 83: Gold Card and White Card holders as at 30 June 2000 and 30 June 2001
Gold Card White Card Total
June 2000 287 066 61 930 348 996
June 2001 283 925 61 206 345 131
DEPARTMENT Of VETERANS' AffAIRS f--------------
255
A ppendix A I
Table 84: treatment population projections
- 55 55-59 60- 64 65- 69 70- 74
2000 41 516 9 948 8 144 13 171 45 187
2001 39 685 13 569 8 855 11 926 32 672
2002 36 800 17 900 9 200 11 100 26 000
2003 34 000 22 000 9 400 10 700 21 800
2004 31 600 25 200 9 900 10 700 18 100
2005 30 200 24 600 13 200 10 900 15 200
2006 29 200 22 900 16 900 11 100 13 500
2007 28 300 20 200 21 300 11 300 12 800
2008 27 700 17 600 25 400 11 300 12 500
2009 27 000 15 300 28 600 11 800 12 500
2010 26 200 14100 27 800 15 300 12 500
O F V ET ERAN S ' AF FA IR S
256
75+ Total
231 031 348 996
238 424 345 131
239 000 340 000
236 400 334 200
232 300 327 800
226 800 320 800
219 600 313 200
211 000 304 900
201 700 296 100
191 500 286 700
180 900 276 800
I Appendix B
APPENDIX B-: STAFFING OVERVIEW
The following tables provide an overview of staffing at DVA:
Table 85: total number of employees by classification and location
Table 86: fu ll-time/part-time staff at State and National offices
Table 87: non-ongoing staff by location
Table 88: administration and executive levels
Table 89: public affairs officers
Table 85: total number of employees* by classification and location as at 30 June 2001
National
NSW Vic Qld SA WA Tas Office Total
APS1 14 2 11 6 8 9 51
A PS2 72 29 38 23 21 10 194
APS3 79 89 101 43 50 32 48 442
APS4 68 42 35 24 20 4 63 256
APS5 138 88 105 47 36 29 67 510
A PS6 115 98 82 34 36 19 162 546
EL1 24 19 27 12 11 2 171 266
EL2 11 9 8 3 4 2 68 105
SES1 2 2 2 16 24
SES2 2 4 8
GAPS 2 7 10
Le gal 1 11 11
Legal 2 6 6
PA02 1 1
PA0 3 5 5
SPA0-1 1
M01 2 3 6
M02 2 3
M03 2 5 2 10
M04 2
SEC 1 1
STATUTORY 5 5 10
TOTAL 531 385 421 194 189 98 650 2 468
*Actual staff number (ASN) as at june 30 200l .ASN includes ongoing, non-ongoing and statutory authority offices and does not include contractors and consultants.
DEPARTMENT OF VETERANS ' 257
Appendix B I
Table 86: Full-time/part-time staff at State and National offices as at 30 June 2001
Full-ti me Full-time Part-t ime Part-time
male femal e male female Total
NSW 220 291 5 15 53 1
V ic 212 145 3 25 385
Qld 175 210 2 29 416
SA 90 89 2 13 194
WA 87 84 2 16 189
Tas 30 52 3 13 98
NO 308 308 5 24 645
TOTAL 1 122 1 179 22 135 2 458
Table 87: non-o ngoing staff by location as at 30 June 2001
NSW Vic Qld SA WA Tas NO TOTAL
M A LE 14 1 7 3 4 4 19 52
FEMALE 2 1 5 24 8 6 9 22 95
TOTAL 35 6 31 11 10 13 41 147
Sala ry ranges by classification st ructure
Table 88: Adm inistration and Executive Levels
DVA Salary from Salary from Salary from
APS Structure Broadbands 2 September 1999 11 November 1999 1 September 2000
APS LEVEL 1 $25 892 $2 5 892
$27 254
OVA
$28 616 $28 616
APS LEVEL 2
BAND 1
$30 108 $30 108
$3 1 30 1
$32 494 $32 494
APS LEVEL 3 $33 987
$34 242 $34 242
$3 5 004
$36 02 1 $36 021
APS LEVEL 4 $38 380 $38 380
$39 384
OVA
$40 388 $40 388
APS LEVEL 5
BAND 2
$42 789 $42 789
$43 994 $43 994
APS LEVEL 6 $45 925 $45 925
$48 700
$5 1 475 $5 1 475
OF VETERANS' AFFAIRS
258
$26 669
$28 072
$29 474
$31 011
$32 240
$33 469
$35 007
$3 5 269
$36 054
$37 102
$39 532
$40 566
$41 600
$44 072
$45 314
$47 303
$50 16 1
$53 019
I Appen d ix B
Table 88: Administration and Executive Levels (continued)
DVA Sa lary from Salary from Sa lary from
APS Structure Broad bands 2 September 1999 11 November 1999 1 September 2000
EXECUTIVE $55 635 $57 304
LEVEL 1
OVA
$61 940 $61 940 $63 799
BAND 3
EXECUTIVE $69 761 $69 761 $71 854
LEVEL 2 $77 491 $77 491 $79 816
Table 89: Public Affairs Officers
Current Sa lary from Sa lary from
APS Structure DVA Bands 2 September 1999 1 September 2000
APS LEVEL 5 OVA {PAO 1} $40 246 $41 453
$43 994 $45 314
APS LEVEL 6 OVA {PAO 2} $49 268 $50 746
$53 041 $54 632
EXECUTIVE LEVEL 1 OVA {PAO 3} $66 485 $68 480
$69 761 $71 854
EXECUTIVE LEVEL 2 OVA {SPAO} $74 980 $77 229
$78 813 $81 178
Table 90: Medical officers
Sa lary from Sa lary from
Structure 2 September 1999 1 September 2000
Medical Officer Class 1 1 $49 453 $50 937
(without additional qua lifications) 2 $52 592 $54 170
3 $54 788 $56 432
4 $56 973 $58 682
5 $59 145 $60 919
6 $61 318 $63 158
7 $63 824 $65 738
8 $66 323 $68 313
Medical Officer Class 1 1 $52 592 $54 170
(with additional qualifications) 2 $56 973 $58 682
3 $61 318 $63 158
4 $66 323 $68 313
Medical Officer Class 2 $73 980 $76 200
2 $76 809 $79 113
Medical Officer Class 3 $82 682 $85 163
2 $85 308 $87 867
Medical Officer Class 4 $90 178 $92 884
2 $93 697 $96 508
3 $97 820 $100 755
DEPARTMENT OF VETERANS' AFFAIRS f--------------
259
Appen d ix B I
Table 91: Legal officers
Current Salary from
APS Structure DVA Bands 2 September 1999
BROADBAND APS LEVEL 3 OVA LEGAL 1 $34 387
TO EXECUTIVE LEVEL 1 $36 681
$39 246
$41 762
$44 811
$47 460
$50 078
$57 355
$61 940
$69 761
EXECUTIVE LEVEL 1 OVA LEGAL 2 $76 170
$79 475
Table 92: Vietnam Veterans' Counselling Service Levels
New salary
wcs Salary from po ints from
APS Structure Broad bands 2 September 1999 11 November 1999
APS LEVEL 3 OVA $33 987
BAND 1 $34 242 $34 242
$35 004
$36 021 $36 021
APS LEVEL 4 $38 380 $38 380
$39 384
OVA $40 388 $40 388
BAND 2
APS LEVEL 5 $42 789 $42 789
$43 994 $43 994
APS LEVEL 6 $45 925 $45 925
$48 700
$51 475 $51 475
EXECUTIVE $66 119 $66 119
LEVEL 1 OVA $61 940 $61 940
BAND 3
EXECUTIVE $66 119 $66 119
LEVEL 2 $69 761 $69 761
$74 980 $74 980
$77 491 $77 491
OF V ETERANS ' AFFAIRS
260
Salary from
1 September 2000
$35 419
$37 782
$40 423
$43 015
$46 155
$48 883
$51 580
$59 076
$63 798
$71 854
$78 455
$81 859
Salary from
1 September 2000
$35 007
$35 269
$36 054
$37 102
$39 532
$40 566
$41 600
$44 072
$45 314
$47 303
$50 161
$53 019
$68 103
$63 799
$68 103
$71 854
$77 229
$79 816
Table 93: Office of Australian War Graves Levels
APS Structure
APS LEVEL 1
APS LEVEL 2
APS LEVEL 3
APS LEVEL 4
APS LEVEL 5
APS LEVEL 6
OAWG
Broadband
OAWG BROAD BAND
Salary from
5 Aug ust 1999
$25 892
$28 616
$30 108
$32 494
$34 242
$36 021
$38 380
$40 388
$42 789
$43 994
$45 925
$51 475
Sa lary from
11 November 1999
$25 892
$27 254
$28 616
$30 108
$31 301
$32 494
$33 987
$34 242
$35 004
$36 021
$38 380
$39 384
$40 388
$42 789
$43 994
$45 925
$48 700
$51 475
DVA also offers employees a number of non-salary benefits including:
⢠Health and fitness allowance;
⢠Parking and fares assistance;
⢠Home based computers;
⢠Airline club memberships;
⢠Motor vehicles; and
⢠Mobile telephones.
Appendix B
Sal ary from
1 September 2000
$26 669
$28 072
$29 474
$31 011
$32 240
$33 469
$35 007
$35 269
$36 054
$37 102
$39 532
$40 566
$41 600
$44 072
$45 314
$47 303
$50 161
$53 019
DEPAR T MENT O F V ETERANS ' AF F AIRS f--------------
261
Appe ndi x B I
Performance Pay and Bonuses
Table 94: performance payments made to employees in 2000-01 . Performance pay is provided
for employees who have AWAs with the department.
Classifications* General Number of
performa nce Pay $ employees
A PS 4 & 5 27 644.70 26
A PS 6 123 022.03 73
EXECUTIVE LEVEL 1 289 861.78 100
EX ECUTIV E LEVEL 2 I LEGAL 2 252 592.23 55
SES 1 & 2/ SEC 221 886.06 34
TOTAL $3918.80 288
* Classifications cover all employees across D VA's salary structures
Table 95: 1 % bonus payments made to employees in 2000-01
Classifications*
A PS 1
APS 2
APS 3
APS 4
APS 5
APS 6
EX ECUTIVE LEVEL 1/ LEGAL 1
EX ECUTIVE LEVEL 2/LEGAL 2
SES 1
MEDICAL 1 -4
PUBLIC A FFAIRS 2 & 3
TOTAL
* Classifications cover all employees across DVA 's sa/my structures
1% Bonus$
8 265.84
45 429.49
106 644.39
69 2 11.19
171 390.90
198 380.45
130 318.21
80 572.80
5 465.88
13440.71
2 545.03
$5491 .895
Table 96: performance bonus (as per AWAs) made to employees
Classification*
APS 4
APS 6
EXECUTIVE LEVEL 1/LEGAL 1
EXECUTIVE LEVEL 2/ LEGAL 2
SES 1
PUBLIC AFFAIRS 2/3/S
TOTAL
* Classifications cover all employees across DVA's salaty structures
Sign -on Bonus $
5 929.80
162 336.10
184 648.81
100 720.02
7 009.07
6 255.26
$3363.06
OF VETERANS ' AFFAIRS
262 1
Range Average
(% of salary) Bonus
5 - 15% 9.5
5-15 % 9.5
5-15 % 9.5
5 -20% 9 .6
5- 10% 5.9
Number of Employees
3 1
147
315
188
416
412
226
107
7
19
4
1872
Number of Employees
10
165
160
70
5
5
415
I Appendix C
APPENDIX C- FREEDOM OF INFORMATION ACT SECTION 8 STATEMENT
The Repatriation Commission
This statement is corre ct to 30 June 2001 and replaces the statement published in the
1999-00 Annual Report of the Repatriation Commission.
Ministeri al powers
Decisio n-making powers that affect the public are held by the Ministe r for Veterans'
Affai rs. The Repatriatio n Commission may provide advice to the Minister on the
exercise of these powers. Further details may be obtained by referring to the
legislation.
Veterans' Entitlements Act 1986
De termine that the Act or part of the Act applies to a person or a person included
in a class of persons - sub-section 5R(l).
Ap prove the Guide to the Assessment of Rates of Veterans' Pensions -sub-section 29(3).
De termine in w riting that specified fin ancial investments are not to be regarded as
financial assets - section 46L.
Approve the Treatment Principles - sub-section 90(5).
Ap prove the Repatri atio n Private Patient Principles- sub-secti on 90A(4).
Approve a scheme for the provision of pharmaceutical benefits - sub-section 91(3).
Approve the provision of counselling services by the Commission - sectio n 92.
Approve the Vehicle Ass istance Scheme - sub-secti on 105(3).
Ap p rove the Veterans' Vocatio nal Rehabilitation Scheme - sub-section l15B (3)
Ap prove the Veterans' Children Education Scheme - sub-sectio n 11 7(3)
App oint a person to act as a member of the Veterans' Review Board -sub-section 161(1).
Determine terms and conditions of appointment of members of the Ve terans' Review
Board - sub-sectio n 161(2).
Sus p end a member of the Veterans' Rev iew Board on ground of misbehaviour or
physica l or mental incapacity -sub-section 164(2).
Grant a member of the Repatriation Commission leave of absence
sub-section 186(2).
Suspend a membe r of the Repatriation Commission on certain grounds - section 188.
Appoint an acting Commiss ioner of the Repatriation Commission - secti on 191.
DEPARTMENT OF V ETER ANS' 263
Appendix C I
Appoint an acting president or deputy president of the Repatriation
Commission- section 192.
Appoint members of the Repatriation Medical Authority- sub-sectio n 1961(2).
Appoint a chairperson of the Repatriation Medical Authority - section 196M.
Terminate the appointment of a member of the Repatriation Medical Authority on
certain grounds - section 196P.
Appoint a member of the Repatriation Medical Au thority to act as chairperson
- section 196Q.
Approve engagement of consultants by the Repatriation Medical Authority - section
196U.
Appoint members of the Specialist Medical Review Council, including the convenor
-section 196ZE.
Terminate the appointment of a Specialist Medical Review Council member on certain
grounds - section 196ZI.
Appoint an acting convenor of the Specialist Medical Review Council - section 196Z].
Delegate any of the Minister's powers or functions under the Act- section 212.
Direct the Secretary to make provision to give telephone access to offi ces at cheap
rate - section 214A.
Declare that the Minister is satisfied that the application of the Act, as amended by the
Social Security and Veterans' Affairs Legislation Amendment (Budget and Other
Measures) Act 1998, would cause a pensioner who was receiving an income support
payment on 19 September 1998 and who was in a binding arrangement for the
provision of an income stream, significant disadvantage in relation to the treatment of
that person's income stream - Clause 12 of part 1 of Schedule 5.
Protection of the Word 'Anzac' Regulations
Give authority for the use of the word 'Anzac' in connection with any trade or
business or for other specified purposes - regulation 2 and 3.
Defence (Re-establishment) Act 1965
Establish and provide facilities for vocational training schemes, or make arrangements
with the States for the provision of facilities and services - section 44.
Commission powers and functions
This is a summary of the decision-making powers affecting members of the public
held by the Repatriation Commission. Many of the Commission's powers are delegated
to Department of Ve terans' Affairs staff. Refer to the legislation for further details on these decision-making powers.
OF V ET ERANS' A FF AI R S
264
I Appendix C
Veterans' Entitlements Act 1986.
Determine, as required by the Act, whether the terms of the definitions specified in
section 5, 5D , SE, 5H, 5], SJA, 5JB, 5L, 5M , 5MB , 5N, SNB , 5NC, 5P, 5R and ST have
been met in a particular case.
Determine whether the circ*mstances of particular service amounts to 'operational
service' or 'eligible war service' pursuant to sections 6, 6A , 6B , 6C , 6D, 6E , 6F, 7
and 7A.
Determine whether the death of a veteran was war-caused - section 8, or whether
an injury or disease of a veteran was war-caused - section 9.
Determine who is a dependant of a veteran- section 11.
Determine w ho is eligible for a pension other than a service pension - section 13.
Approve a person to lodge a claim for a pension , other than a service pension, on
behalf of a veteran w ho is unable to approve another person to make that claim -section 16.
Consider and determine a claim or application fo r disability pension in accordance
with the provisions and procedures laid down in the Act- section 19.
Determine date of operation of a grant of pension - sections 20 and 21.
Determine the degree of incapacity of a veteran from war-caused injury or disease
according to the Guide to the Assessment of Rates of Veterans' Pensions - section 21A.
Determine whether the criteria warranting the payment of extreme disablement
adjustment or the intermediate or disability special rate of pension, are satisfied -sections 22 , 23 and 24.
Prepare the written document known as the Guide to the Assessment of Rates of
Vete rans' Pensio ns - section 29.
Request that the veteran or dependant institute, or properly prosecute, proceedings
against a third party liable to pay compensati o n - section 30E.
Institute or take over proceedings against a third party liable to pay compensati on to
th e veteran or dependant to offset the payment of pension made to the veteran or
dependant - section 30F.
Require payment of damages by third party to the Commonwealth- section 30G.
Require payment of damages by third party to the Commonwealth where an
agreement or an award against a third party exists - section 30H.
Require claimant to give a statutory declaration stating whether compensation has
been claimed or received - section 30M.
Review, in specified circ*mstances, a decision or determination in relation to a
pension, other than a service pension- section 31.
Summon a person to appear before the Commission to give evidence and produce
documents - section 32.
DEPARTMEN T OF VETERANS' A FF A IRSr--------------
265
Appe ndix C I
Co nside r a claim or review in the manner set out in section 32 and to give reasons for
decisions taken under the Act - section 34.
Determine, as required by the Act, whether a claimant for service pension satisfi es the
e ligibility criteria o utlined in secti o n 35A.
Approve a pe rson to lodge a claim for a service pension on behalf of a veteran w ho is
unable to approve another person to make that claim- sections 36E, 37E and 38E .
Dete rmine or satisfy itself with respect to all matters relevant to the determination of a
cla im fo r qualifying service, age service pension , invalidity service pension, partner
service pension or carer service pension - sections 35H, 361, 371 and 38L.
Determine the circ*mstances in which persons are permanently in capacitated for work
-secti o ns 37AA and 45AA. Determine eligibility for, and payment of, retirement assistance for farmers - secti ons
49A and 49H.
Dete rmine or satisfy itself concerning all matters relevant to a claim for income
support supplem ent- section 45Q.
Approve a form for registration of a person as a me mber of the Pension Bonus
Scheme - section 45TE .
Re fu se to register a person as a member of the Pension Bonus Scheme until the
appli cant has provided further information requeste d by the Secretary- sub-section
45TF(2).
Extend the period during which a pe rson may lodge an application for the Pensi on
Bonus Scheme - sub-section 45TH(3).
Decide the date of effect of registration for th e Pension Bonus Scheme where the
perio d for lodgment of application has been extended - sub-section 45TH(3) .
Heg ister an applicant as a member of th e Pension Bonus Scheme - section 45TI.
Declare by a notice in th e Ga zette that a specified kind of member of the Pe nsion
Bonus Scheme is a non-accruing member throughout a specified period - su b-secti on 4STO(l)
Decide to waive compliance with record-keeping requirements in relation to meeting
the work test - paragraphs 45TS(e) and 45TT(e).
Dete rmine that the pension bonus provisions of the Act apply to a person w ho has
been carrying on gainful work outside Au strali a as if they had carried out the work in
Australia - sub-section 45TU(l).
Dete rmine that a particular activity constitutes gainful work for the purpose of the
pension bonus provisions - sub-section 4ST\'<7(1).
Issue a written certificate concerning membership o f th e Pension Bonus Scheme and
concerning hours gainfully worked by th e member or the member's partner in
Australia- sub-secti o ns 45U(l) to (4).
---------------JI DEPARTMENT O F VETE RANS ' AFFAIRS 266 1
I Appendix C
Refuse to issue a certificate concerning membership of the Pension Bonus Scheme and
concerning hours gainfully worked by the member or the member's partner in
Australia - sub-section 45U(5).
Issue a certificate stating that a member of the Pension Bonus Scheme was a non
accruing member during a specified period- sub-section 45U(6).
Require the provision of particulars in relation to a person's work record, other than
those specified in 45UA(3) - sub-section 45UA(3).
Approve a form for claiming a pension bonus - section 45UK.
Determine a claim for pension bonus - sub-section 45UO(l) and section 45UP.
Decide that it is not practicable to pay pension bonus on the first pension payday after
the bonus has been granted- section 45UQ.
Determine a claim for pension bonus after the claimant has died - sub-section
45UR(3).
Make a deduction from a pension bonus if the person asks for the deduction to be
made and to be paid to the Commissioner of Taxation - sub-sections 45US(2) and (3).
Determine that specified circ*mstances in which persons cease to be permanently
incapacitated for work are continued fringe benefits eligibility circ*mstances -sub-section 53B(l).
Decide whether a person who sold their home to pay an accommodation bond for
entry to a residential care service is covered by the part of the Act which excludes the
proceeds of such sales from the income and assets test - Schedule 5, Pa1t 2,
item 13(2).
In respect of determining whether the former home of a charge exempt resident
continues to be their principal home for the purposes of the Act, decide whether a
residence was previously a person's principal home but that they left it for the
purpose of going into a care situation or becoming an aged care resident - Schedule
5, Part 2, item 17 A.
Decide that the financial hardship guidelines should apply to certain persons who
would otherwise not receive service pension income support supplement due to the
assets test - section 52Y.
Approve a person to receive a bereavement payment in respect of the death of a
specified recipient of a service pension- section 53Q.
Cancel, suspend or va1y the rate of, or resume payment of, any service pension -sections 56C , 56D, 56E, 56EA, 56EB, 56EC and 56F
Cancel a service pension at the recipient's request or cancel or suspend payment of
service pension if instalments are not drawn - sections 56] and 56K.
End suspension of pension - section 56L.
DEPARTMENT O F VETERANS' AFFAIRS 267
Appendix C I
Review in accordance with specified procedures, a decision in respect of a claim for
service pension or a decision cancelling, suspending or terminating a suspension of
service pension and to affirm, set aside or vary that decision - section 57B.
Gather evidence for the purposes of a review of certain decisions regarding service
pensions - section 57F.
Reimburse certain expenses incurred in relation to claims for a qualifying service
determination, service pension or income support supplement - section 57H.
Approve the payment of pension to an agent- section 58D.
Approve in writing classes of payment for the purposes of making deductions from
instalments of pension - section 58]A.
Require a person to take action to obtain compensation - section 59P.
Se nd a recovery notice to a compensation payer - section 59ZA.
Se nd preliminary and recovery notices to an insurer from whom a person is making a
claim - sections 59ZE and 59ZG.
Disregard some compensation payments for the purposes of recovery - section 59ZL.
Request a member of the Defence Force to institute proceedings against a person,
other than the Commonwealth, where circ*mstances appear to create a legal liability
to pay damages in respect of defence-caused injury, disease or death for which
pension is, or has been paid, and to require that person to pay any resultant damages
to the Commonwealth - sections 75 and 76.
Determine applications for advance payment - sections 79I and 79].
Determine reduction of advance payment deductions- section 790.
Review decisions in relation to advanced payments section- sections 79T and 79U .
Gather evidence for review of decisions in relation to advanced payments
- section 79X.
Arrange the provision of treatment for eligible veterans and other eligible persons
- section 84.
Provide treatment for certain dependants of veterans - section 86.
Determine that specified veterans are eligible to be provided with specific treatment - section 88A.
Es tablish, operate and maintain hospitals or other institutions for the care and welfare
of eligible persons, and enter into arrangements with government authorities and other
bodies for the provision of such care and welfare - section 89.
Prepare, vary or revoke a written document known as the Treatment Principles - section 90.
Determine or amend the Repatriation Private Patient Principles setting out the
circ*mstances in which treatment provided by the Commission to eligible persons is
to be provided to them as private patients - section 90A.
'
DEP A RTMENT OF VETERANS ' 268 AFFAIRS
I Appendix C
Determine an application for waiver of a Veterans' Home Care co-payment -Treatment Principle 7.3A.10 prepared under section 90.
Declare that the Repatriation Private Patient Principles are to apply in relation to a
specified state or territory from a specified day - section 90B .
Prepare, vary, or revoke a scheme for the provision of pharmaceutical benefits to
eligible persons - section 91.
Arrange for the provision of counselling services for veterans and the dependants of
veterans - section 92.
Recover the cost of medical treatment in circ*mstances specified in sections 93
and 93A.
Pay clothing allowances to eligible veterans - section 97.
Grant attendant allowances to eligible veterans - section 98.
Grant funeral benefits towards the cost of the funeral of eligible deceased veterans
or their dependants - sections 98A, 98B, 99 and 100.
Grant decoration allowances and Victoria Cross allowances to eligible veterans -sections 102 and 103.
Grant recreation transport allowances to eligible veterans -section 104.
Prepare, vary, or revoke a vehicle assistance scheme for the provision of motor
vehicles and for the payment of allowances towards the cost of running and
maintaining those vehicles to eligible veterans - section 105.
Grant special assistance to a veteran or a dependant, as it deems fit in all
circ*mstances of a case - section 106.
Grant temporary incapacity allowance to eligible veterans - section 107.
Grant loss of earnings allowance to eligible veterans - sections 108 and 109.
Authorise payment of travelling expenses to a veteran or a dependant in appropriate
circ*mstances - section 110.
Review a decision relating to an allowance or funeral benefits- section 115.
Prepare, vary or revoke the Veterans' Vocational Rehabilitation Scheme to assist
specified classes of veterans to find employment and to continue in employment -section 115A.
Determine eligible child for purposes of the Veterans' Children Education Scheme -section 116C.
Prepare, vary or revoke the Veterans' Children Education Scheme for providing
education and training for eligible children - section 117.
Grant an education entry payment to certain beneficiaries - section 118AA.
Provide a pharmaceutical allowance supplement on certain conditions - sections 118A-118F and 118J-118M.
Pay telephone allowance to eligible persons - section 118T.
DEPARTMENT OF VETERANS ' AFFAIR S II---------------
269
Appendix C I
Approve another person to make a claim for a seniors health card on behalf
o f a pe rso n unable to make a claim because of physical or mental incapacity
- secti o n 11 8Z .
Consid e r and determine a claim for a seniors health card- secti o ns 11 8ZF and 118ZG.
Determine that a person ceases to be entitled to a seniors health card - section
11 8ZN(l)
Dete rmine that a person ceases to be entitled to a seniors health card for failure to
comply with a section 118ZJ notice- sub-section 118ZO(l).
Reco nsider a decision made under section 11 8ZN o r 118ZO that a person ceased to be
entitled to a seniors health card and determine that the person is entitled to the card -sub-section 11 8ZP(l) .
Review a decision pursuant to a request for a review under section 118ZS - sub
section 118ZT(2).
Affi rm o r set aside a decision made under Division 7 of Part VIIC and substitute a new
d ecision reviewed pursuant to section 11 8ZT - sub-sections 118ZU(l) and (2).
Make a written record of the review of a decision made under Division 7 of Part VII C
and provide reasons for that decision - sub-section 118ZW(l).
Notify the outcome of the review to the person who requested the review - sub
section 118ZX(l).
Exercise powers to gather evidence when reaching a decision made under Divisio n 7
o f Part VIIC - section 11 8ZY.
Pa y a pension to a person nominated by the pensioner for the p eriod specified in
w rit ing by the pensioner - sub-section 122(2).
Pay pension or allowance into an account in a bank, credit union o r building society -section 122A.
Dete rmine the manner in which p ensio n is paid- sub-section 122(4).
Approve payment of p ension or other benefits, to a person w ho has died, to a legal
pe rsonal re presentative of that person, to a dependant or to such other specified
pe rson or persons in sections 123 and 123A- 123E.
Cancel or suspend the payment of pension in circ*mstances specified in section 124.
Approve a person to take action in respect of a claim or pension on the death of the
cl aimant or pensioner- sections 126 and 126A.
Request a person to attend a medical examination or investigation for the purposes of
a revie w - section 132.
Make available to the Veterans' Review Board statements of p rinciple applied by
the Commission in deciding claims for pension and applications for p ension and
atte ndant all owance and increased pension and in conducting reviews under sectio n
31 -sub-section 138(2).
O F V E T ER AN S " AFFAIRS
270
I Appendix C
Pay ce rtain applicants to the Veterans' Review Board an advance of travelling expenses
- section 170C.
Generally administer the Veterans' Entitlements Act, subject to the control of the
Minister for Veterans' Affairs - sub-section 180(2) .
Make a determinati on in respect of certain injuries, diseases o r death - section 180A.
Do all things necessary or convenient in connection with the performance of the
Commission's functions, duties and powers - sub-section 181(1).
Enter into contracts; hold and dispose of property; erect buildings and structures; and
engage pers ons to perform services - sub-section 181(3).
Receive and apply contributions of money and/ o r other property pursuant to the
performance of the Commission's functions o r duties - section 200.
Be appointed trustee for the benefit of veterans o r their dependants or beneficiaries -section 201.
May appo int a person as trustee, or itself act as a tru stee, for pension and allowances
paid to a pensioner - section 202.
Act as the agent of the government of another countly in providing assistance,
benefits and pensions to veterans of that country's military fo rces - section 203.
Determine whether overpayments of pension and allowances should be recovered
by lump sum or instalment - section 205AA.
Require a person holding mo neys for another person who is indebted to the
Commonwealth under the Act to pay that money to the Commonwealth
- sectio n 205A.
Issue a noti ce of debt - section 205AAA.
Determine that interest on a debt is not payable in respect of a particular period
- section 205AAC.
Write-off debts, wa ive or defer the right to recover debts, or all ow a debt to be paid
in instalments - section 206.
Delegate any of its powers and functions under the Act or regulations - section 213
and the Veterans' Entitlements Regulations.
Request a veteran to provide the Commission with certain information as required by
provisions of the Veterans' Entitlements Act- regulations 7 and 8.
Determine the form and cost of travel for the payment of travelling expenses under
sections 110 and 132 of the Act - sub-regulations 9(3) and (5) .
Determine the circ*mstances in which special assistance is ava ilable - Veterans'
Entitlements (Special Assistance) Regulations 1999- regulations 6(3), 14(1), 14(2), 15,
16, 20, 24(1), 24(2) , 24(3), 25(1) and 25(2)
DEPARTMENT OF VETERANS' 271
Append ix C I
Determine permanent incapacity for work and that an impairment is permanent -Veterans' Entitlements (Income Support Supplement - Permanent Incapacity for Work)
Determination 1999 - Clauses 5(2)(b) and 5(2)(c).
Approve forms for the purposes of the regulations- regulation 16 Veterans'
Entitlements (Transitional Provisions and Consequential Amendments) Act 1986.
Determine, in accordance w ith the Act, matters relating to claims for, and payments of,
pensions and allowances existing or made prior to the enactment of the Act; and to
exercise certain powers retained, despite the repeal of former repatriation legislation.
Aged Care Act 1997 Determination of care recipient's ordinary income- section 44.24.
Reconsider reviewable decisions - secti ons 85-4 and 85-5.
Compensation Oapanese Internment) Act 2001 Determine claims by civilian internees of Japan - subsection 7(1).
Papua New Guinea (Members of the Forces Benefits) Regulations Act as the prescribed authority for the operation of the Papua New Guinea (Members
of the Forces Benefits) Act 1957- regulation 4.
In relation to a claim for pension by a member of the forces , investigate and
determine the claim as prescribed - regulation 7; and to fix the rate of and pay a
pension as prescribed- regulations 9 and 10.
Provide medical treatment, travelling expenses, decoration allowance, education and
training benefits to members of the forces - regulations 15 , 16, 17 and 18.
Appoint a person to be trustee for pensioner under prescribed circ*mstances -regulation 20.
A New Tax System (Bonuses for Older Australians) Act 1999
Approve a form for applications for the aged persons savings bonus - section 23(1).
Defence (Re-establishment) Act 1965
Act as guarantor for the repayment of a loan made to an eligible person for the
purpose of setting up or resuming a business- sub-section 51(2).
Determine terms and conditions on which re-establishment loans are to be made,
repaid or varied - sub-section 53(1) and section 56.
Enter into agreements with certain banks, with the consent of the Treasurer, for the
purpose of making re-establishment loans and give guarantees to banks making loans
under such agreements - sub-sections 57(1) and (3) .
Defence (Re-establishment Loans) Regulations
Under the regulations act as a prescribed authority for the purpose of the Defence
(Re-establishment) Act 1965 and these regulations - regulation 3.
OF VETERA N S' A FF AIRS
272
Freedom of Information Act 1982 and Regulations
Grant, defer or refuse access to documents.
Impose charges and re mit application fees.
Ame nd or refuse to amend personal records.
Review a decision made unde r the Act.
Tra nsfer an access request to another agency.
Safety, Rehabilitation and Compensation Act 1988
I Appendix C
Ce rtify, through an authorised person, that a pension has been paid which, by virtue
of sections 30C, 30D or 74 of the Veterans' Entitlements Act 1986, should not have
been paid because the pensio ner has been awarded compensation for the inju ry -sub-section 115(2) .
Social Security and Veterans' Affairs Legislation Amendment (No 2) Act 1990
Determine compliance with cond itions of amnesty - sections 27 , 28, 34 and 35.
Arrangements for Outside Participation
In addition to putting forward lists of names from which one member of the
Repatriation Commission is appointed, bodies representing the ex-service community
regularly put forward views that are conside red in the Commission's policy
fo rmulation and administrative fun ctio ns. In addition to regular liaison and contact, the
Co mmission is represented at national and state conferences of these organisations.
Veterans' Children Education Board
The Veterans' Entitlements Act 1986 provides for the establishment of the Veterans'
Children Educatio n Scheme (VCES) and the scheme provides fo r the formation of
Ve te rans' Children Education Board. There is an education board in the capital city of
each state. Each board consists of representatives of educational institutions, of ex
service organisatio ns and of the Repatriation Commission, all of w hom act in a
voluntary capacity in accordance w ith the provisions of the VCES. Under the scheme,
the education board may:
(a) require applicants to furnish any information , in addition to that contained in
their applications, as it thinks fit;
(b) grant or refuse applica tio ns for benefits under the VCES ;
(c) obtain, fro m time to time, reports on the academic progress of children so
placed;
(d) make recommendations to the Commission ; and
(e) delegate any of its powers, except the power of delegation , to a sub-committee
or its members, so that the delegated powers may be exercised by the sub
committee as fully and effectually as by the board.
D E PAR T MEN T OF V ETE R AN S '
273
Appe ndix C I
Categories of documents
Briefs, Submissions and Reports
The Department of Veterans' Affairs holds copies of briefs , submissions and reports to
both the Repatriation Commission and the Minister. See the Department of Veterans'
Affairs statement for further details.
Manu als
All manuals, guidelines, directions and administrative instructions iss ued from the
National offi ce of the Department of Veterans' Affairs and relating to the operati on of
repatriation legislation are issued on behalf of the commission.
Titles and Deeds
The Corporate Development Division of the department holds the titl e documents of
property for which it still has title.
Publications
As required by the Act, the Repatriati o n Commission publishes an annual report,
copies of which are availabl e for purchase through the Government Info Shops. The
Co mmission has no documents that are custo marily made availabl e to the public fr ee
o f charge.
Agendas, Minutes and Decisions
The secreta1y to the Commission holds copies of the agendas and minutes of th e
commission's meetings and the decisions flo wing fr o m these meetings . These
documents date from the co mmission's inception but are not catal ogued. Mee ti ngs
frequently address matters concerning individual veterans and these records are,
therefore, not available for purchase.
Files
The commission does not maintain an independent filing syste m. Ma tters are referred
to o r from the commission a nd are handled o n the files maintained by the Department
o f Ve terans' Affairs.
The Department of Veterans' Affairs
This section 8 statement is correct to 30 June 2001 and replaces the statement
published in the 1999- 2000 Annua l Report of the department.
Ministerial powers
Decision-making powers that affect the public are held by the Minister for Veterans'
Affairs. The department ma y provide advice to the Minister on the exercise of these
powers. Further d etails may be o btained by referring to the legis lation.
OF VETERANS" AFFAIRS
274
I Appendix C
Defence Service Homes Act 1918
Determine or refuse to determine vesting dates in a state or territory re lating to
portfolio assets - sub-section 6B.
Delegate any of the Minister's powers or functions under the Act - sub-section 6(1).
Approve guidelines to determine if a person is suffering fin ancial hardship for the
purposes of the Act- sub-sections 20(4), 21(3) and 23(6).
Defer payments of subsidy to the bank in accordance with clause 12 of the agreement
- section 28.
Vary the statement of conditions in relation to insurance risks - sub-sections 38A(3)
(4) and (5).
Review a decision made personally by the Secretary - sub-section 43(5).
Secretary's powers and functions
Listed be low are the decisio n-making powers affecting members of the public held by
the Secreta1y, Deputy Commissioners o r staff of th e Department of Veterans' Affairs.
Further details may be obtained by reference to legislation.
The depa1tment is responsible for the investigation of claims made for disability and
service pensions, allowances and other benefits, with a view to submitting them to
determining autho rities. It is responsible also for the provisio n of housing assistance in
the form of subsidised loans and comprehensive homeowners' buildings insurance
cover.
Veterans' Entitlements Act 1986
Investigate the matters to which a claim for pension or application for increase of
pension relates and submit the claim or application to the Commission for its
consideration and determination in accordance with sectio ns 17 , 35G, 36K, 37K, 38K
and 45P.
Acknowledge, in writing, the receipt of an oral withdrawal of claim fo r qualifying
se1v ice - sub-section 35FC.
Require claimant to take action to obtain a comparable foreign pension - sections
36JE , 37JE , 38JE. 45 F and 54BA.
Require applicant for registration as member of Pension Bonus Scheme to provide
further information within a specified period - sub-section 45TF(2).
Give a claimant a notice inviting him/ her to claim a pension bonus if the Secretary
knows that he/ she is registered as a member of the Pension Bonus Scheme - sub
section 45UK(3).
Cause an investigation into matters relating to a claim for pension bonus - sub-section
45UN(l).
Submit a claim for pension bonus to the Commission for determinatio n - sub-section
45UN(2).
DEP A R T MENT OF V ETERANS ' 275
Appe ndix C
Register a charge as an encumbrance - section 52ZL
Require notification of change of circ*mstances - section 54.
Require particular information relevant to the payment of a pension - section 54A.
Require a recipient to give information, produce documents or appear before an
officer - section 54AA.
Require a person to apply for a foreign pension - section 52ZL.
Investigate matters relating to hardship - section 52Y.
Acknowledge, in writing, the receipt of an oral withdrawal of claim for seniors health
card - sub-section 118ZD(6).
Investigate a proper claim for seniors health card and submit claim to the Commission
fo r consideration and determination - sub-sections 118ZE(l) and (2).
Gi ve a holder of a seniors health card a notice requiring the person to inform the
department of the happening of event or change of circ*mstance - sub-section
118ZI(l).
Give a holder of a seniors health card a notice requiring the person to give a
statement concerning a matter that may affect the person's eligibility - sub-section
11 8ZJ(l).
Se rve notices upon persons requiring them to provide such information as is specified
in the notice - sections 127 and 128.
Request a tax file number, receive evidence of tax file number and waive requirement
of spouse's tax fil e number - section 128A.
Provide information obtained in the performance of his/ her duties to the Secretary of
another Commonwealth department or head of an authority of the Commonwealth -sub-section 130(2).
Request a person to attend for a medical examination or investigation relating to a
claim or review - sub-section 132(1)(d).
Prepare a report for the Veterans' Review Board, after application is made to the board
for a review of a decision, referring to evidence held by the department and any
comments made by the applicant o n the repo rt - section 137.
Make staff available to assist the Repatriation Medical Authority - section 196T.
Make staff available to assist the Specialist Medical Review Council - section 196ZM.
Delegate any of the Secretary's powers under the Act or regulati ons - section 214.
Defence Service Homes Act 1918
Treat an 'Australian soldier' who has been discharged from the forces for misconduct
or misbehaviour as an eligible person in certain circ*mstances - sub-section 4(2D).
Determine that a person is living with a wife or husband on a bona fide domestic
basis for the purposes of the Ac t - sub-section 4(3C).
- ------------- DEPARTMENT OF V ETER A N S' AFFAIRS
276
I Appendix C
Deem land to be a holding under certain circ*mstances - sub-sections 4(4) and 4(5) .
Treat an eligible person and the wife or husband of that eligible person together as an
eligible person for the purposes of the Act - sub-section 4A(l).
Determine that a person meets specified criteria for revocation of their surrender of
their eligible person status - sub-section 4BB(2).
Delegate any of the Secretary's powers under the Act - section 6A.
Lodge a notice with the Registrar-General, Registrar of Titles in any state or territory,
notifying that assets previously belonging to the former Defence Service Homes
Corporation vest in the Commonwealth- sub-section 6D(4).
Approve application forms - section 15 .
Issue a notice of eligibility to an applicant if satisfied that the applicant is an eligible
person under the Act - sectio n 16.
Issue a Certificate of Entitlement if satisfied that the applicant is an eligible person
under that relevant criteria in sections 18,19, 20 , 21 o r 21A have been satisfied
section 17.
Issue a Certificate of Entitlement in respect of a transfer of a property to an eligible
person provided it is reasonable to do so - section 22.
Issue a Certificate of Entitlement for instalment relief where financial hardship exists -section 23.
Issue a Certificate of Assignment to an applicant where the bank is to make the
advance to another person - section 23A.
Make written determinations specifying the kinds of conditions to which an assignor
and assignee must agree - sub-section 23A(3).
Make written determinations as to the kinds of matters to be included in a Certificate
of Assignment- sub-section 23A(6).
Determine the maximum amounts for which subsidy is payable - section 25.
Ca ncel the subsidy o n a subsidised advance if certain criteria are satisfied - section 26.
Cancel the subsidy on a specified portfo lio asset if certain criteria are satisfied -section 27.
Cancel subsidy on a subsidised advance three months after the death of a borrower
where there is no surviving spouse - section 27 A.
Provide the bank, under sub-clause 11.1 6 of the agreement, one month's notice of the
intended cancellatio n of a subsidy - sub-section 27(1).
Take action to recover subsidy that has ceased to be payable - section 29.
Waive or allow payment by instalments the amount recoverable by the Commonwealth
under section 29 - sub-section 30(1).
Determine the maximum term of an additional advance, widow/ widower advance or
an advance for essential repairs to be specified under paragraph 17(3)(b) - section 36.
DEPAR T MEN T O F V ETERANS ' AF F AIRS !---------------
277
Append ix C I
Exe rcise powers on behalf of the Commonwealth in respect of the Defence Service
Homes Insurance Scheme - sub-sections 38A(l) and (2) .
Unde rtake the insurance of dwelling-houses, building materials and any permanent
domestic improvements of a structural kind - sub-sections 38C(l) and 38CA(l).
Undertake insurance against risks related to specific land - sub-sections 38 C(2) and
38CA(2)
Unde rtake insurance in relation to a residence in a retirement village, building
mate rials and any permanent domestic improvements of a structural kind - sub-secti on
38C(2A).
Und ertake insurance against risks related to specified land - sub-section 38C(3).
Do a ll things necessary and convenient to effect insurance, including entering into
concessions agreements - sub-section 38C(3) and secti on 38CB.
Dete rmine the amount and risks which are reasonably required where the dwelling
ho use or building materials are insured other than with the Commonwealth -paragraph 38D(l) (b).
Determine the m anner of notice of termination of insurance - sections 38E and 38EA.
Enter into a reinsurance co ntract or arrangement - section 38 F.
Make payments for State fir e brigade services - section 38G.
Issue a notice in writing, explaining the terms of the decision, to a person w hose
interests are affected after the making of a reviewable decision - su b-section 43(1 ).
Vary the period in w hich lodgement of an application fo r review must be made - sub
sectio n 43(3).
Revie w a reviewable decision by a person senior to th e person who made the
decision- sub-section 43(4).
Ca use a notice in w riting to be provided to a person whose interests are affected by
decisions made under section 43 and sub-section 44(1).
Approve the repossession o r sale of the estate or interest of a purchaser or borrower
in cases of bankruptcy or insolvency - section 45A.
Disclose information to the bank - sub-sectio n 4SB(l).
Obtain a report from an inspector or valu er as to the state and condition of a property
in respect of w hich an advance has been made - secti on 46.
Provide a dwelling-house fo r the use o f a totally and permanently incapacitated o r
blinded Australian soldier who is receivin g, or is eligible to receive, a pension under
Part II of the Veterans' Entitlements Act 1986 and to whom section 24 of the Act
applies - secti on 47.
Approve use of words which suggest that a business has authority under the Act -secti on SOA.
O F V ET E R A NS ' AFFAIRS
278
Appendix C
Repatriation (Staff) Act 1991
Declare an institution to be an appropriate State institution fo r the purposes of the Act
-sub-section 3(2). Determine that specified staff or employees employed at a repatriation institution are
not affected employees - sub-section 4(3) .
Freedom of Information Act 1982 and Regulations
Grant, defer or refuse access to documents.
Impose charges and re mit appli cation fees.
Amend or refuse to amend personal records.
Rev iew a decision made unde r the Act.
Tra nsfer an access request to another agency.
Deputy Commissioners' powers and functions
Data-matching Program (Assistance and Tax) Act 1990
Take acti on on basis of information received subject to provisio n of notice and of
destructi on of information as required - sectio ns 10 and 11 .
Freedom of Information Act 1982 and Regulations
Grant, defer or refuse access to documents.
Impose charges and remit application fees.
Amend o r refu se to amend personal records.
Rev iew a decisio n made under the Act.
Transfer an access request to another agency.
Other Legislation
Ta ke actio n in respect of terms and conditions of employment in accord ance with
delegations unde r the Public Service Act 1999 or regul ations.
Ap prove requisitio ns fo r goods and services in accordance w ith the Financial
Ma nagement and Accountabili ty regulations.
Auth orise payments, receive payment of accounts , write off o r waive rights to certain
moneys or stores, recover debts or overpayments and issue receipts in accordance
with the Financial Management and Accountability regulations.
Invite tenders, ente r into contrac ts, requisition sup plies, keep records of loans made,
and lend, hire or dispose of stores in accordance with the Financial Management and
Accountability regulations.
Arrangements for Outside Participation
Persons o r bodies outside the department's administration may participate in policy
fo rmulation or the department's administration of enactm ents o r schemes by making
representatio ns in writing to the Minister or the Secretary of the depa rtment on matters
DEPARTMENT OF V ETERANS ' AFFAIRS 279
Appendi x C
of concern to the m, or by providing the ir services, when invited , on committees,
working parties and advisory bodies established to provide the Minister or the
department with expert advice.
In addition, staff of the department mee t representatives of professional and other
bodies outside the Commo nwealth administratio n to discuss matters of mutual interest.
Membership of certain committees operating within the ambit of the department is
restricted by legislation to representatives of specified professional organisatio ns. There
is also scope for veterans and/ or other persons or organisations acting on behalf of
vete rans to submit evidence in support of a claim before a delegate of the Repatriation
Commiss ion o r o n an appeal to the Veterans' Review Board or the Administrative
Appeals Tribunal. The department's committee structure, therefore, provides scope for
persons outside the Commo nwealth administration to participate in policy formulati on
o r administrative processes.
Departmental committees o perate within the ambit of both the department's National
office and in each State office. Their number precludes a listing of all of them in this
publication , but information on committees, working parties etc. can be obtained by
w ri ting to the Secreta ry, De partment of Veterans' Affairs, or the Deputy Commissioner
at each State offi ce.
Persons or bodies outside the Repatriatio n Commission and the Department have been
contracted to provide certain health servi ces, and in particular, the Veterans' Home
Care program. This includes assessing the need for assistance and making decisions to
app rove or decline such requests and deciding the level, frequency and type of
serv ices to be provided if approved .
The legislative basis for approving treatment under the Veterans' Home Care program
comes from Part V of the YEA. The contractors' decision making powers are conferred
by their respective contracts.
Repatriation Medical Authority
The Repatriation Medical Authority (RMA) is a statutory authority established under
section 196A of the Veterans' Entitlements Act 1986 (YEA). Five eminent me dical
scientific experts, each representing a speciali ty, are members of the RMA.
Under section 196B of the YEA the authority is authorised to determine those medical
contentions that are based on sound medical-scientific evidence, and to provide a
relevant relationship between service and injury, disease or death.
The determinations of the RMA are issued in the form of statements of principles that
are disallowable legislative instruments. The medical content of these statements is
binding on decision makers at all levels , including the Repatriation Commission, the
Ve terans' Review Board, the Administrative Appeals Tri bunal and the courts.
OF V E TERANS ' AFFAIRS
280
Append i x C
Speciali st Medical Review Counc il
The Specialist Medical Review Council is established under section 196V of the VEA.
The members of the council are eminent medical practitioners and medical scientists
whose names are put forward by the professional colleges. The council has power,
under section 196W of the VEA, to review determinations by the RMA.
Military Compensation & Rehabilitation Service
Safety, Rehabilitation & Compensation Act 1988 (SRCA)
Staff of the Military Compensation & Re habilitation Service, within the Department of
Veterans' Affairs, hold delegations of a number of powers and functions under the
SRCA by virtue of an instrument of Delegation issued by the Chief Executive Officer of
ComCare pursuant to section 73B of the Act .
Declare that a pe rson is an "employee" for the purposes of the Act - sub-sections 5(6)
and 5(6A).
Determine the amount of compensation payable to pay the cost of medical treatment
obtained in relation to the inju ry - sub-section 16(1).
Determine amount of compensation payable to pay compensation to dependants where
an injury to an employee results in death- sub-sections 17(4), 17(8) and 17(10) .
Determine amount payable to pay funeral expenses where an injury to an employee
results in death - section 18.
Determine amount payable to an employee who is incapacitated for work as a result of
an injury - paragraphs 19(4)(f) and 19(4)(g).
Determine level of compensation payable where employee is maintained in hospital
- section 22.
Determine liability to pay compensation where an injury to an employee results in a
permanent impairment - section 25.
Assess the amount of compensation for non-economic loss- section 27.
Determine the amount of compensation for household services and attendant care
services - section 29.
Determine liability to pay a lump sum redemption amount in lieu of small weekly
payments - sections 30 and 137 .
Arrange an assessment of an employee's capability of undertaking a rehabilitation
program- section 36.
Determine whether an employee should undertake a rehabilitation program
- section 37.
Determine the amount of compensation payable in respect of certain alterations
- section 39.
Institute proceedings against third parties - section 50.
D E PAR TMEN T OF V ETERANS ' AF F A IR Sr--------------
281
Appe ndix C I
Require an employee to undergo a me d ical examination - section 57.
Reconsider a de te rmination - sectio n 62.
Require de partments and autho rities to provide such documents o r informatio n as is
specified in th e notice - section 71.
De termine whethe r an o verpayment of compensatio n has been m ade a nd is
recoverable - section 11 4B.
Wri te off o r waive a debt - sections 11 4C and 114D.
Determine liability to pay additional compensation for severe injUty or death
- Cha pte r 10 , Part 5 of Defe nce De termination 2000/ 1.
Categories of documents
The fo ll owing are the categories of documents m aintained by the dep artment at irs
Natio nal o ffi ce or the State office in each state.
Mailing Lists
The dep artme nt maintains m ailing lists fo r its own use to disseminate information
thro ugh media releases, publications, m agazines and newslette rs . The lists contain
na mes a nd addresses of ex-service organisatio ns, the media , members of the Senate
a nd the Ho use of Re presentatives, Commonwealth departments and university
libraries, local medical officers, local dental officers, approved pharmacists,
phys iotherapists, optometrists, podiatrists, schools, museums, local gove rnme nt
associati o ns and historical and genealogical socie ti es.
Briefs, Submissio n s and Rep orts
The department pre pares and holds, for use as internal w orking p apers o r otherwise,
copi es of briefing p apers, submissio ns and rep o rts releva nt to specific functi o ns.
Bri efing pap e rs and submissio ns include those prepared for Ministe rs, th e Re patriatio n
Commissio n , committees, confe rences and government inquiries. Re ports are gene rall y
limited to meetings of working parries and committees.
Database Records
A wid e va riety of clie nt databases a re held as computer files a nd printouts, index
cards, microfiche, pre printed fo rms and statisti cal tabulati o ns. Comprehensive statistical
tables are published in the department's a nnual report.
Files
The depa rtment m aintains fil es o n a w id e range of topics a t irs Na tional offi ce, Sta te
o ffi ces and me d ical institutions. These re late to p o li cy, procedures a nd re ports on
depa rtmental functio ns and activities in additio n to pens io n , medical, hospital, loan,
insura nce, research projects , land acquisiti on , estate develo pment, Re p atri atio n
Artificial Limb and Ap pliance Centre matte rs a nd discretiona1y grant applicatio ns
re lating to individua l vete ra ns, depe ndants and o rganisatio ns.
O F VE T ERANS ' AFFAIRS
2s2 1
Appendix C
Films, Videotapes ;md Audiotapes
Photographs, slides, films , videotapes and audiotapes, dealing w ith training subjects,
transcripts and commemorati ve events, are held in National office and State offices.
X-ray film s are generally kept for seven years before being destroyed , although reports
on x-rays are kept in the pati ent's medical record.
Medical Reco rds and Reports
Medica l treatment and examination records and reports, including those that were
ca rried out in the department's medical institutio ns in each state , are usually held by
the State offic e or the form er Repatriati o n General Hospital in that state . These records
are maintained indefinitely. Medical repo rts of veterans are retained permanently by
the department and Australian Archives.
Maps and Plans
Maps and plans of departmental buildings and medical institutions are held by the
department as well as maps of some places in the world where Australian,
Commonwealth and allied forces have been on active service . Sketch plans, working
drawings and specifications for projects proposed or under construction are also held.
Agreements
The department ho lds copies of:
⢠contracts with health providers, health advisers and consultants;
⢠contracts for th e supply of goods and services;
⢠contracts between the depattment and researchers for approved research projects;
⢠contracts between the department and organisations or individuals in receipt of
grants for approved projects;
⢠contracts between the Re patriatio n Commissio n and private hospitals for the
provision of service to entitled repatri ation beneficiari es;
⢠the Memorandum of Unde rstanding between the Repatriati on Commission and the
Health Insurance Commission concerning the administrative arrangements and the
agreed basis for processing DVA treatment accounts by the HIC ;
⢠agreements between the department and universities for the operation of clinical
sciences units at former Repatriation Ge neral Hospitals;
⢠agreements with various ex-service organisatio ns to supply seeding grants fo r the
establishment of emergency accommodation centres under the Veterans ' Emergency
Accommodation Grant Scheme;
⢠agreements w ith unions, including enterprise agreements, on industrial matters
affecting the department;
⢠arrangements on the provision of benefit s w ith authoriti es administering veterans'
benefit s in certain other countries;
DE P AR T MENT OF VETERANS " A F FAIRSr---------------
283
Appendix C I
⢠concessions agreements between the Commonwealth as insurer and other lenders,
reinsurance contracts, and instruments appointing agents;
⢠agreements between the Commonwealth and QBE Mercantile Mutual for the
provision of household contents insurance;
⢠agreements between the Commonwealth and Westpac Banking Corporation for
Westpac to finance loans under the Defence Service Homes Act 1918 and for the
Commonwealth to pay a subsidy to Westpac for the difference between commercial
interest rates and the concessional rate charged on Defence Service Homes
accounts;
⢠agreements between the department and Worldcare Pty Ltd for the provision of a
helpline advice service;
⢠agreements between the department and organisations receiving funding under the
Hostel Development Scheme, Residential Care Development Scheme, the
Community Care Seeding Grants Program, the Joint Venture Scheme and Their
Service - Our Heritage Commemorative Grants Program;
⢠agreements between the Repatriation Commission and psychologists and social
workers under the Vietnam Veterans Counselling Service Country Outreach
program;
⢠agreements with several State Governments regarding the transfer of the former
Repatriation General Hospitals (RGH);
⢠the engagement and entitlements of staff previously employed at RGHs;
⢠Hospital Services agreements with State authorities for veteran and war widow/ war
widower treatment in public hospitals;
⢠the provision of psychiatric services to veterans and war widows/ widowers;
⢠the transfer of the Repatriation Artificial Limb and Appliance Centres;
⢠the transfer of staff formerly employed at the Commonwealth Repatriation Artificial
Limb and Appliance Centres;
⢠agreements with Ramsay Hospitals Holdings Pty Ltd and Ramsay Health Care Pty
Ltd regarding the provision of hospital services to veterans and war
widows/ widowers at the former RGH Hollywood and RGH Greenslopes;
⢠agreements with Ramsay Hospitals Holdings Pty Ltd and Ramsay Health Care Pty
Ltd regarding the engagement and entitlements of staff previously employed at RGH
Hollywood and RGH Greenslopes;
⢠an agreement between the Repatriation Commission and the City of Bayside,
Victoria concerning the Anzac Hostel;
⢠an agreement with the Monash University on the provision of services from Rehab
Tech (formerly the Central Development Unit);
⢠an agreement between the Repatriation Commission and the University of Western
Australia to support tertiary teaching of medical undergraduates at Hollywood Private Hospital;
---------------I I DEPARTMENT OF VET ERAN S' AF F AIRS 284
Appendix C
⢠agreements with Australian Hospital Care Pty Ltd regarding the provision of hospital
services to veterans and war widows/ widowers at the former Lady Davidson
Repatriation Hospital;
⢠agreements with Australian Hospital Care Pty Ltd regarding the engagement and
entitlements of staff previously employed at Lady Davidson Repatriation Hospital;
⢠an agreement between the department and the Australian Vietnam War Veterans
Trust in relation to the operation of the Long Tan Bursary;
⢠agreements between the department and University of Melbourne, Austin and
Repatriation Medical Centre, Australian Defence Force and the Australian Centre for
Posttraumatic Mental Health in relation to the operation of the Australian Centre for
Posttraumatic Mental Health;
⢠the Memorandum of Understanding with Commonwealth Rehabilitation Services
Australia concerning the Veterans Vocational Rehabilitation Scheme;
⢠the Memorandum of Understanding with the Australian Institute of Health and
Welfare concerning research consultancies;
⢠agreement between the department and the Salvation Army for the provision of the
national after hours crisis service Veterans Line;
⢠agreements between the Vietnam Veterans Counselling Service and contractors for
the provision of youth services;
⢠memorandum of understanding between the Vietnam Veterans Counselling Service
and the ADF for provision of services to ADF personnel;
⢠agreement with the University of Queensland to support research and teaching at
Greenslopes Private Hospital;
⢠contracts between the department and chaplains at the RGH Daw Park (Anglican,
Roman Catholic and Church of Christ);
⢠contracts between the department and the Roman Catholic, Anglican and Baptist
Churches for chaplaincy services at RGH Concord and with the Anglican Church for
chaplaincy services to Lady Davidson Hospital;
⢠agreements with the Anglican, Uniting and Roman Catholic Churches for the
provision of chaplaincy services at Greenslopes Private Hospital;
⢠agreement between the department and the Mildura City Council for the provision
of VAN services in Sunraysia;
⢠agreement between the department and the Bendigo Health Care Group for the
provision of VAN services in the Central Victorian Region;
⢠agreement between the department and Presentation Property Account Inc
regarding the lease of various artefacts (furniture);
⢠agreement between the Department and the State of Victoria, through the
Department of Premier and Cabinet for two actors to portray Simpson and a
wounded digger in the Centenary Parade.
⢠contracts between the department and transport providers.
DEPARTMENT OF VETERANS ' AFFAIRSif----------------
285
Appe ndix C
⢠agreements with service providers for the provision of assessment, coordination and
ho me care services to the veteran community by the Veterans' Home Care Program;
and
⢠agreements with State and Territo1y governments for the provision of transitional
and ongoing home care services to the veteran community by the Veterans' Home
Ca re Program.
Finance documentation
Fina nce documents maintained by the department cover such areas as the chart of
accounts, the register of accounts, expenditure and revenue ledgers, receipt books,
requisition, estimates, and budgeting forms. Also held are papers for external
presentation , fo r example, to the Australian Society of Certified Practicing Accountants
and the Institute of Public Administration Australia.
Registers
Registers are maintained in various areas of the department, principally for scheduling
incoming correspondence and claims. Numerous other registers, covering such
subjects as repairs to artifi cial limbs, appliances and footwear, examination and
treatment matters, administration of the department, allocation of fil e numbers, assets ,
shares, securities for loans and trust matters are also held.
Technical reports
Technical or administrative reports are produced in different areas of the department.
Exa mples are establishment reports, audit reports , management review reports and
equipment evaluations.
Planning and information systems
These assist the d epartment to plan the proper use of resources and finances , evaluate
curre nt efficiency and supply statistics on the deli ve1y of benefits to clients.
Cabinet documentation
Na ti onal office retains copies of submissions to Cabinet as well as copies of other
departments' submissions where there is a matter of interest to the Veterans' Affairs
portfolio. Also held is a copy of each Cabinet decision affe cting the operations or
policies of the department and a card index to assist in referring to those decisions.
Delegations, authorisations, opinions, decisions and instructions
Na ti onal office holds the originals of the following:
⢠de legations under repatri ation legislation;
⢠delegations and appointments under the Public Service Act and regulations;
⢠authorisations and appointments under the Financial Management and
Accountability Act 1997;
OF VETERANS' AFFAIRS
286
Appendix C
⢠authorisations and appointments under the Financial Management and
Accountability regulations;
⢠authorisations under th e Freedom of Information Act 1982;
⢠authorisations under the Repatriation Pharmaceutical Benefits Scheme (RP BS) ; and
⢠statutory appointments re lative to the Repatriation Commission, Veterans' Review
Boa rd , Office of Australian War Graves and Australian Wa r Memorial.
Na ti onal office also ho lds copies of opinions on legal questions, Veterans' Review
Board decisions (for a limited period) and decisions of the Administrative Appeals
Tribunal, the Fede ral Court and the High Court concerning repatriation cases.
Manuals
The departm ent maintains a number of publications for the guidance of its staff and
some non-departmental persons in the making of decisions. Full details of those
manuals, guidelines, instru ctions etc held within the department w hich are ava ilable
for perusal and purchase by the public are contained in the statement prepared to
comply w ith section 9 of the Freedom of Information Act 1982.
Publications
Documents that are customarily made available free of charge include annual reports;
a d irectory of ex-service o rganisations; a booklet providing advice for amputees;
admission and visitor guides; a booklet of figures concerning repatriatio n benefits and
assistance; ad hoc commemo rative publications and vario us information pamphlets on
va rious repatriation benefits. Ad hoc commemorative publications published by the
dep artment are available for purchase at the Australian War Memorial Shop.
Six documents , the publicatio n of which is required by the Veterans ' Entitlements Act
1986, are published by the department and sold in Government Info Sh ops. They are: th e Gu id e to the Assessment of Rates of Veterans' Pensions; Treatment Principles;
Repatriation Pharmaceutical Benefits Scheme; Repatriation Private Patient Principles;
Ve hicle Ass istance Scheme; and Ve terans' Childre n Education Scheme.
Document access Facilities for consulting documents are provided in the department's National office
and in each State office. Departmental publications may be obtained from any of these
offices. All non-commercial publications are available electronicall y via the
department's website - www.dva.gov.au Information abo ut facilities for access for
disabled people can be obtained by contacting the department's FOI contact officers.
General inquiries about access to documents or other matters relating to freedom of
informatio n should be made to the FOI contact officers in each capital city , whose
addresses and telephone numbers are listed below.
DEPARTMENT OF VE T ERA NS' A F F A I R S r---------------
287
A ppendix C I
ADELAIDE:
BRISBANE :
CANBERRA:
HOBART:
MELBOURNE:
PERTH :
SYDNEY
Blackburn House, 199 Grenfell Street, ADELAIDE, SA 5000, or
GPO Box 1652, ADE LA IDE , SA 5000 Tel. (08) 8290 0494
AMP Place, 10 Eagle Street, BRISBANE , Qld 4000, or
GPO Box 651 BRISBAN E, Qld 4001 Tel. (07) 3223 8825
Lovett Tow er, 13 Ke ltie Street WODEN, ACT 2606, or
PO Box 21 WODEN , ACT 2606 Te l. (02 ) 6289 6208
21 Ki rksway Place, HOBART, Tas . 7000, or
GPO Box481E HOBART, Ta s. 7001 Tel. (03) 6221 6680
Argus Centre, 300 Latrobe Street, M ELBOURN E, Vic 3000, or
GPO Box 87 A. M ELBOU RNE, Vic 3001 Tel . (03) 9284 6322
AMP Building Level 12, 140 St Georges Terrace, PERTH , WA 6000, or
GPO Box F352 , PERTH, WA 6001 Tel. (08) 9366 8297
Centennia l Plaza Tower B, 280 Elizabeth Street, SURRY HILLS, NSW 201 0,
or GPO Box 3994 SYDN EY, NSW 1141 Tel . (02 ) 9213 7778
The department will refer to other agencies requests that involve information not held
by the department, but known to be available in another agency, and requests for
info rmation that are more closely connected with the functi ons of another agency.
OF V ET ERANS ' A F FA I RS
288
APPENDIX D- ENGAGEMENT OF EXTERNAL CONSULTANTS
Appendix D
The department engages external consultants to support departmental activities where:
⢠specialised expertise is not available in-house; or
⢠an independent assessment or evaluatio n is required.
Before engaging external consultants the department determines whether;
⢠the proposed assignment is feasible and essential to the efficient and effective
operation of the department; and
⢠use of the consultant will be cost-effective.
Once a need for external consultants is established, the department ensures that the
selection process;
⢠observes government and departmental procurement policies;
⢠is publicly defensible, promoting fair competition and effective service;
⢠is based on pre-determined selection criteria; and
⢠satisfi es best valu e for money.
Ma rket testing occurs through public invitation or approaching a sufficiently
representative number of potential consultants.
During 2000-2001 , 39 consultants were engaged at a cost of $8.15 million.
DEPARTMENT OF V ETE RA NS ' 1 289
)>
u
Table 97: consultants engaged by Corporate Development Division u
(j)
Cons ul ta nt Project Cost Advertised Justification ::>
Q_
Sicore International Conduct a Staff Attitudes Survey $67 669
-· No - Selective Expertise not avai lable in house X
Tender 0
--- -- ---------Australian Government Review of Estimates Model for Outcome 2 $69 183 No Expertise not avai lable in house 0 Actuary m -u Deloitte Touche Tohmatsu Assistance w ith GST Aspects during Transition Phase $218 292 No Expertise not avai lable in house )> "' Deloitte Touche Tohmatsu Corporate Serv ices Review $876 612 Yes Expertise not available in house --< ;::: KPMG Assist with preparation of Financial Statements $19 527 No Expertise not available in house m ---- - - - --- z --< KPMG Consulting ass istance with intangible assets $33 000 No Expertise not available in house --- - - - --- -------0 Upton Martin & Associates Delivery of National Leadership programs. $28 700 No - Expertise and resources not available continuation of in house < existing contract Siller Systems Information Document Management System $52 263 No Insufficient staff to conduct TRIM "' Administration training in all State Office locations )> --- ------ --- z Results Consulting Organisational Review of Parliamentary and Secretariat $16 637 No Independent assessment required. Australia Section, Parliamentary and Corporate Affairs Branch Invitations to provide quote and plan )> issued to known providers. - - -)> ORIMA Resea rch Development, conduct and reporting of the Veterans' $69 553 Yes By tender "' ---Satisfaction Survey Palm Management IT Audit Evaluation $19 140 No DoFA's Competitive Tendering and Contracting panel arrangement --- --- --- ---URCOT Second Phase Evaluation of the implementation of $40 359 No Extension of an Existing Contract Continuous Improvement -- - - -Charles Sturt University Revi ew of National Fraud Control Unit $14 290 Yes By tender --- --- ---Michael Lewis GOLS support - production of communication strategy $23 115 No Extension of an Exiting Contract
m
-u )>
,
-< ;;::
m
z
-<
<
m
-< m ,
)>
z
""'
)>
)>
,
""'
-. "'
Table 97: consultants engaged by Corporate Development Division (continued)
Consu ltant
Simsion Bowles & Associates
Ernst and Young
Ernst and Young*
Project
GOLS Project- Development of Online Action Plan (OLAP)
IT Audit and other Specialist Information Technology and Internal Audit Services.
Strategic Review Services Partnership including Internal Audit, Risk Management Evaluation and Review Services
Table 98: consultants engaged by Health Division
Consulta nts Project
Health Outcomes Refinement of the community nursing classification International (HOI) system
Smith Kline Beecham Prescriber Intervention and Feedback Program (Aust) Pty Ltd (Diversified Health Systems Australia)
MeiPharm Pty Ltd Consultancy Services, Pharmacy
Quality Medication Dose Administration Aid Trial
Care Pty Ltd
Pharmaceutical Society Sponsorship and development of Pharmacy Self Care of Australia Fact Cards
The Alfred Hospital Connected Health Education and Support System
Cost Advertised
$37 844 No
$558 276 Yes
$1 320 344 Yes
Cost Advertised
$70 230 No
Justification
To accelerate production of the OLAP by utilising expertise not ava ilable within OVA- consultant was an endorsed supplier.
-----------------------
Specialist expertise not available within OVA, existing contractual arrangements used .
Specialist expertise not available within OVA, existing contractua l arrangements used.
Justification
Discrepancies in the community nursing classification system were identified in a previous review undertaken by HOI. -------------
$2 468 400 Yes
$21 870 No
----
$185 000 No
$19 090 No
$200 000 No
Continuation of contract
Specialised skills not available within OVA
Specialised skills not available within OVA
Specialised skills not available within OVA
Continuation of contract
" Includes a project for the 1/ea//h Dioision - Departmenta l Management information s:vstem (/)!'viiS) - cost in[!, $36 778 illclusive qj'G'ST
)>
D D ro :J
o._
X
)>
Table 98: consultants engaged by Health Division (continued)
-o
-o
(j)
Consu ltants Project Cost Advertised Justification ::J a_
--
Vivienne Tippett and Challenging Behaviours $30 468 Yes Specialised skills not available within DVA X
Associates 0
Mr George Neale Medical Step-down Review $18 150 No Specialised skills not available within DVA
I Case International HOTSPUR - Business Analysis and Review Workshop $13 200 No Specialised skills not available within DVA
)>
I Case International DMIS - RDM Consultancy Services $41 800 No Specialised skills not available within DVA
"' --< Synchrotech Software Ongoing system support and maintenance of DVATS $20 700 No Ongoing Consultancy ;:: m Clauden Pty Ltd Ongoing advice- private hospital tendering z $235 548 No - selected Ongoing consultancy --< from panel 0 PSI Consulting Pty Ltd Evaluation of VHC tenders for Assessment Agencies $122 376 Yes Expertise not available in-house < (State by State) & Service Providers m --< University of New South Evaluation of the Veterans' Home Care program $384 830 Yes Expert external independent evaluation Wales Consortium (Social program required )> Policy Research Centre & z Centre for General Practice Integration Studies) )> Spherion Recruitment IT Development for Veterans' Home Care $61 745 No Expertise not available in-house. Solutions Spherion Recruitment Solutions are )> specialists in IT development and support IBM GSA Conduct workshop for the development of the Health $22 000 No Expertise not available within DVA IT Strategic Plan Australian Institute of Vietnam Veterans Morbidity Study- Suicide in $214 754 No Expertise not available within DVA Health and Welfare Vietnam veterans' children report, MS and MND project, Leukaemia and adrenal gland cancer project, myeloid leukaemia project. Impetus Consulting Pty Ltd Alcohol Management and Strategic Planning $15744 No Expertise not available within DVA
Table 98: consultants engaged by Health Division (continued)
Consultants Project Cost Advertised Justification
Milliman (Australia) Pilot project to assess the effectiveness of establishing $27 767 Selective tender Scoping study required independent 'residential care support committees' in aged care homes external researcher
United Medical Group Qld and NSW veteran partnering process $219 831 No Expertise not available in DVA
0 National Centre for Evaluation of Health Care Plans Note: 1999-2000 it was $75 000 No Expertise not available in DVA
Epidemiology and reported that NCEPH was $100 000. However, this was :t> Population Health, the contracted amount and not the amount paid.
,
--<
Australian National
;;:: University
m
z Dr Darby Research into healing in ageing and diabetes $10 500 No Expertise not available in DVA
--<
Table 99: consultants engaged by Compensation and Support Division <
Consultants Project Cost Advertised Justifi cation
CTAD-CIT Solutions Pty Ltd Training in Connection with Quality Decisions $57 948 No Lack of in-house expertise. CTAD were
:t> Every Time (QDET) preferred consultancy from three
z tenders.
CTAD-CIT Solutions Pty Ltd Delivery of Team Thinking and Learning Skills course $10 175 No Lack of in-house expertise. CTAD were
:t>
for Compensation Staff in National Office chosen because of familiarity with DVA
:t>
requirements.
Greg Seberry & Associates Delivery of Quality Thinking courses to Compensation $25 630 No Lack of in house expertise. Greg Seberry
in NSW, QLD and Vic State offices. & Associates chosen because of
familiarity with DVA requirements.
TGS Australia Pty Ltd Development of Software for DVA FORMS system $17 600 No Contractor previously built and
(now Simbient Solutions developed the software under review .
)>
"0
Pty Ltd) "0
rtl
Acumen Alliance Benchmarking of Military Compensation and $55 083
:::J
Yes Independent assessment required o_
- ·
Rehabilitation Service (MCRS) X
NOTE: GST included where applicable.
Appendix E I
APPENDIX E -ADVERTISING AND MARKET RESEARCH The following is a summary of amounts expended by the department on advertising,
market research and direct mail. In accordance with section 311A of the
Commonwealth Electoral Act 1918 , particulars of payments less than $1 500 have not
been included.
Table 100: advertising and marketing research
Advertising agencies *
Regional Publishing P/L
Wordsmith Communications
Direct mail organisations**
Security Mailing
Media advertising organisations** *
Sta rco m Worldwide (Australia) Pty Ltd -Media Advertising
Starcom Worldwide (Australia) Pty Ltd- Media Advertising for vacancy - M edical Advisor
Advertising Investment Services- Media Advertising for va ca ncy -Allied Health Advisor Radio GPR fortnightly half-hour talk-back program
Adverts in RSL's "The Listening Post"
Market research organisations
$5 106
$39 994
$15 082
$388 943
$1 893
$2 431
$21 840
$3 100
Jaymac Promotional Advertising- promotional material relating to the introduction of new telephone numbers for client access $30 910
TOTAL $509 299
*Advertising Ageuctes (creatiw advertising agencies (excluding, recruitment and tender notices, wbicb htllle developed advertising camjJaigns. The amount of money paid to tbem sbou/d be the amount paid in ct·eative bead hours) **includes !bose organisations which handle tbe sorting and nwlllng out of information material to tbe public.1he costs repo rted sbou/d cover only the amount paid to the organisation and not tbe cost of postage or production of the material sent out. Where a creative agency or direct marketi11g agency has been used to create tbe direct mail materials, tbe amount paid to tbe agenLy sbou/d be reported.
***ie the master advertising agencies whicb ph1ce Government advertising in tbe media. This covers botb cmnpaign and non ca mpaign advertising.
D E P A R T M E N T
294
0 F VETERANS AFFAIRS
Append ix F
APPENDIX F- MAJOR MEDIA RELEASES AND PUBLICATIONS
Major Media Releases
1/ 7/ 00
2/7/ 00
3/ 7/ 00
4/7/ 00
5/7/ 00
14/7/00
2/8/ 00
2/ 8/ 00
2/ 8/ 00
7/ 8/ 00
15/ 8/ 00
17/ 8/ 00
18/ 8/ 00
31/ 8/ 00
4/ 9/ 00
5/ 9/ 00
6/ 9/ 00
7/ 9/ 00
15/ 9/ 00
22/ 9/ 00
4/ 10/ 00
8/ 10/ 00
10/ 10/ 00
11 / 10/ 00
12/ 10/ 00
13/ 10/ 00
16/ 10/ 00
16/ 10/ 00
18/ 10/ 00
19/ 10/ 00
24/ 10/ 00
26/ 10/ 00
Ve terans Benefit fro m the New Tax System
\'\/\'if! Ve teran Remembered with Armistice Medal
Death of Vivi an Bullwinke l
New Beginnings: Wendy Sharpe and East Timor
S87 000 To Help Indigeno us Veterans
Fire Across the Pacific - One Man's St01y
Quick Thinking Helps Preserve Our Wartime Histo1y
$220 000 To Help Queensland's Ve teran Community
$4m Study Underway into Gulf War Veterans' Health
Government Committed to Reducing Suicide risk for Veterans' Children
Wagga Remembers Australia 's Largest Milita1y Funeral
Australians Urged to Support Vietnam Veterans Day
Australia's Service Remembered on Vietnam Veterans' Day
Austral ians Urged to Support Legacy Badge day
Time and Place no Obstacle to Viewing Exhibition
$172 000 Towards Quali ty Independent Living for veterans
They Answered the Call to Defe nd Australia
Va le Corporal Ernest Peddell - We Will Remember
Australia's Service in th e Battle of Britain Honoured
Veterans Guests of Government at Games
Veterans' Pensions Rise
Australian Me rchant Mariners Ho noured
Revealing new Chapters of G-For-George
Understanding the Ve terans' Entitlement Act
Call goes out for Veterans' Home Care Providers
Thursday Island Veterans' to Atte nd National Commemorative Ce remony
Veterans Guests of Government at Paralympics
$56 000 Best help for Tasmanian Veteran Community
War Wid ows' Health a Priority for Government
Veterans urged to use Medicines Wisely
Veterans Guests of Government at Paralympics
Australian War Memorial Displays the Forging of a Nation
DEPARTMENT OF V ETERANS' 295
Appendix F I
27/ 10/ 00
27/ 10/ 00
29/ 10/ 00
511 1/ 00
6/ 11 / 00
10/ 11/ 00
10/ 11 / 00
17/ 11/00
22/ 11/ 00
29/ 11 / 00
1/ 12/ 00
2/ 12/ 00
2/ 12/ 00
2/ 12/ 00
3/ 12/ 00
6/ 12/ 00
7/ 12/ 00
8/ 12/ 00
8/ 12/ 00
10/ 12/ 00
12/ 12/ 00
14/ 12/ 00
21/12/ 00
22/ 12/ 00
24/ 12/ 00
23/ 1/ 01
24/1/ 01
24/ 1/ 01
30/ 1/ 01
30/ 01 / 01
02/ 02/ 01
06/ 02/ 01
07/ 02/ 01
09/ 02/ 01
Repatriation White Cards for Vietnam veterans Diagnosed with
Depression and Anxiety
Showing the way for Australia to Remember Together
Improved Health care for Country Queensland Veterans
A Minute to Remember Lives Lost in War
Veteran Carers Honoured at John James Memorial Hospital
Australians Urged to Observe One Minute's Silence
Preserving the Anzac Legend at Gallipoli
First Belgan Citizen to be Bestowed Australian Honour
New Health Program for Vietnam Veterans' Children
Government Rej ects Senate Amendment to SEATO Civilian Nurses
Memorial Named Australia's top Tourist Attraction
$9 100 Grant for Light Horse Memorabilia Display
Canungra Vietnam Memorial Dedicated
Scouts Encouraged to Learn About Wartime Heritage
Popular WWI Veteran Celebrates Milestone
Queensland Student takes Top Historical Honour
Government Welco mes Passing of Veterans' Affairs Legislation
Government Extends Care for Vietnam Veterans' Children
Gulf War veterans Urged to Support Health Study
Shrine of Remembrance gets $5m in Federal Funds
New Handbook helps Manage a Veteran's Affairs
South-east Asia Veterans Urged to Claim Benefits
Measure Ensures Veteran Access to Pharmaceutical Benefits
Australian War Memorial, War Graves Directors re-appointed
Open All Hours - crisis counselling for veterans
'School of the Air' Students pay Tribute at War Memorial
Three Centuries Spanned: Life Story of Ted Smout launched
$20 000 to RSL to Restore Anzac Square Memorials
2001 Delivers New Home Care Services to Veterans
More Choice and Better Care for Queensland Country Veterans through
Veteran Partnering
This Week in History - Our Wartime Heritage
This Week in History - Our Wartime Heritage
ABC Decision on the Micallef Program Applauded
Improved health care for veterans in NSW and the ACT
O F V ETERANS ' A F F A IR S
296
11/ 02/ 01
12/ 02/ 01
12/ 02/ 01
13/ 02/ 01
16/ 02/ 01
19/ 02/ 01
21 / 02/ 01
21 / 02/ 01
26/ 02/ 01
28/ 02/ 01
06/03/01
11/ 03/ 01
12/ 03/ 01
19/ 03/ 01
19/ 03/ 01
20/ 03/ 01
20/ 03/ 01
20/ 03/ 01
23/ 03/ 01
26/ 03/ 01
27/ 03/ 01
27/ 03/ 01
28/ 03/ 01
28/ 03/ 01
28/ 03/ 01
28/ 03/ 01
30/ 03/ 01
02/ 04/ 01
05/ 04/ 01
08/ 04/ 01
08/ 04/ 01
09/ 04/ 01
12/04/01
12/ 04/ 01
$25 000 Federal government funding for Nasho's Reunion
More Choice and Better Care for Queensland Country
Veterans through Veteran Partnering
This Week in History - Our Wartime Heritage
$6 000 For Rats of Tobruk Schools Project
Remembering the Day War Came to our Shores
This Week in History - Our Wartime Heritage
Veterans Chosen for Mission to Korea
$430 000 For Harbourside Haven Nursing Home Upgrade
This Week in History - Our Wartime Heritage
ANAO Finds Improvement in Veteran Claims Management
This Week in History - Our Wartime Heritage
Veterans' Pensions Set to Rise
This Week in History - Our Wartime Heritage
This Week in History - Our Wartime Heritage
New Veterans' Support Service Office Open in Warwick
Appendix F
More Choice and Better Care for Queensland Country Veterans
through Veteran Partnering
Deadline Extended for Trust and Company Details
Veteran Motorcycle Riders to Receive GST Rebate
Peacekeeping Focus for ANZAC Day 2001 School kits
Gallipoli soil interred at New Zealand Memorial
This Week in History - Our Wartime Heritage
Housing for Life Designs Independent Living for Veterans
Award-winning On-Line Technology Helps Veterans
Conference Explores Veteran Mental Health
New Booklet to Help Australians Living with Dementia
Bursary Kick-starts Tertiary Study for Veterans' Children
Peacekeeping Focus for Anzac Day 2001 School Kits
This Week in History - Our Wartime Heritage
Eternal Flame Bound for Townsville
Rats Reunite in Honour for Tobruk Anniversary
Gallipoli Commemorative Site Upgraded for Anzac Day
This Week in History - Our Wartime Heritage
Preserving Anzac Day for all Austra lians
This Week in History - Our Wartime Heritage
DEPARTMENT OF VETERANS' 297
Appe ndix F I
17/ 04/ 01
17/ 04 / 01
17/ 04/ 01
19/04/ 01
22/ 04/ 01
21/04/ 01
23/ 04/ 01
23/ 04/ 01
23/ 04/ 01
24/ 04/ 01
25 / 04/ 01
01/ 05/ 01
08/ 05/ 01
08/ 05/ 01
09/ 05/ 01
10/ 05/ 01
11 / 05/ 01
11 / 05/ 01
13/ 05/ 01
14/ 05/ 01
14/ 05/ 01
15/ 05 / 01
19/ 05/ 01
21 / 05/ 01
22/ 05/ 01
22/ 05 / 01
22/ 05/ 01
22/ 05/ 01
22/ 05/ 01
24/ 05 / 01
25/ 05/ 01
25/ 05/ 01
25 / 05/ 01
25/ 05/ 01
Korea Veterans Farewelled fo r Anniversary Mission
Kokoda Memorial goes On-line w ith Government Grant
Competition Highlights Veterans' Creati ve Tal ents
No Australian War Dead at Bidadari Chri stian Cemeteq
$5 000 Helps Museums Preserve Our Wartime History
Korean War Veterans pay Tribute to their Fallen Mates
This Week in Histo1y - Our Wartim e He ritage
Private Thomas Robinson - We Will Rem embe r Him
Anzac Day Honour for League Veterans
Record Crowds Commemorate The Battle of Kapyong
Australians Keep An zac Flame Burning
This Week in History - Our Wartime Heritage
Vete rans Chosen for Mission to Greece and Crete
This We ek in HistOiy - Our Wartime Heritage
$15 000 Grant An In vestment In Aged Care for Victorian Ve te rans
Study to Investigate Can cer in Korean Veterans
Government Acts on British Atomi c testing Claims Unlike Labor
Sergeant Herbert Burnard - We will Remembe r Him
Australian veterans Bound for Greece and Crete
This We ek in HistOiy - Our Wartime Heritage
Discussions with Minister of State fo r the Armed Forces
Car Sales Tax Change Welcome for Rural Ve terans
Hellenic-Australian War Memorial Dedicated in Crete
This Week in HistOiy - Our Wa rtime Heri tage
Budget Acknowledges PoWS of Japan , Allied WWII Veterans and
Delivers Fair Deal For Remarried War Widows
Coalition Government Acknowledges Ordeal of Ex-PoWs of Japan
Government Ends Labor Discrimination Against Married \'(far Widows
British, Commonwealth and Allied \'(!WII Veterans Acknowledged With
Full RPBS Benefits
$6 Million Boost To Residential Care of Veterans
Scott rejects Albanese Claim PoW Comp ensation Stupid
Legislati on Passes to Compensate PoWs of Japan
Veterans Benefit from $300 Payment to the Aged
Government to Study Ca uses of Death in Vietnam Veterans
Bursa1y Ki ck-sta rts Te rtiary Study for Ve terans' Children
298 [
DEPARTMENT OF V ET E RANS ' AFFAIRS
25/ 05 / 01
27/ 05/ 01
28/ 05/ 01
28/ 05 / 01
28/ 05/ 01
29/ 05/ 01
04 / 06/ 01
04/ 06/ 01
05/ 06/ 01
05 / 06/ 01
10/ 06/ 01
12/ 06/ 01
12/ 06/ 01
12/ 06/ 01
12/ 06/ 01
13/ 06/ 01
17/ 06/ 01
19/ 06/ 01
21 / 06/ 01
22/ 06/ 01
24/ 06/ 01
25 / 06/ 01
25/ 06/ 01
27 / 06/ 01
29/ 06/ 01
30/ 06/ 01
Appointments to Australian War Memorial Council
Blarney Square Re-dedicated to Great Au stralian Soldier
New Memorial to Honour Australian Service in Greece
This Week in Hi sto1y - O ur Wartime Heritage
Death of WWli Nurse and PoW Mrs Wilma Yo ung
Government Pl edges $250 000 To RAAF Memorial
This Week in History - Our Wartime Heritage
Scott Hits Back on Labor Deeming Ru les
ANAO Endorses DVA IT Systems Management
Labor's Shameful Exploitation of ex PoW-J
Garden of Remembrance For Northern Territo1y
Veterans Benefit from Upgraded Services in Townsville
Australians At War Screens Final Episode
This Week in History - Our Wartime Heritage
Veterans' Review Board Appointments Announced
$130 000 For Bundaberg and Toowoomba Veterans
Append ix F
Federal Government Gives $200 000 to HMAS Sydney Memorial
This Week in History - Our Wartime Heritage
Anzac Hall Adds Exciting New Dimension To War Memorial
Australia Mo urns The Passing Of An Anzac
Search for N.O.K of Au ssie Veteran Buried in Singapore
This Week in History - Our Wartime Heritage
Search Finds Family of Aussie Veteran Buried in Singapore
Nominal Roll to Honour Australia's WWli Veterans
Nominal Ro ll Completed For Atomic Test Studies
Extended Counselling Support For Adult Children o f Vietnam Ve terans
Major Documents and Publications
1999-2000 Annual Reports of the Repatriation Commission, the Depa1tment of
Veterans' Affairs and the National Treatment Monitoring Committee
MediWise (video)
The Long Tan Bursary
Internal Report of the Review of Veteran Health Ca re and Support Se1vices
Morbidity of Vietnam Ve terans - A Study of the Health of Australia's Vietnam Veteran
Community, Supplementary Report 1, Su icide in Vietnam Veterans' Children
Morbidity of Vietnam Veterans - A Study of the Health of Australia's Vietnam Veteran
DEPARTMENT O F VETERANS' AFFAIRS II-------------
299
A ppendix F I
Community, Supplementary Report 2, Adrenal gland cancer, leukaemia and non
Hodgkin's lymphoma
Towards Bette r Health for the Veteran Community - New Directions for Veteran
Health Care
Department of Veterans' Affairs 2001 Calendar
1999-2000 Journal of the Office of Australian War Graves
Choose Health 2001 Calendar
Towards Better Mental Health for the Veteran Community: Mental Health Policy and
Strategic Directions January 2001
Men's Health Peer Education Project
Living with Dementia - A Guide for Veterans and their Families
Guidelines for the Provision of Community Nursing Care
Mo rbidity of Vietnam Veterans - A Study of the Health of Australia's Vietnam Veteran
Community, Supplementary Report 3, Multiple sclerosis and motor neurone disease in
Vietnam Veterans
Yo u and Your Pension 2001
Anzac Day 2001 Teachers Activities Book
O ut in the cold: Australia's involvement in the Korean War (revised edition)
Korean 2001 Biographies: 50th Anniversary Commemorative Mission
A great risk in a good cause: Australians in Greece and Crete April- May 1941
Offici al Veteran Representatives: 60th Anniversary of the Battle of Greece and Crete
Hellenic Australian Memorial Park
Yo u and Your Prostate 2001
North Beach Gallipoli 1915
Repatrati on Handbook 2001
Choose Health! Strategic Plan
300 !
DEPARTMENT OF VETERANS ' AFFAIRS
Appendix G
APPENDIX G- DISCRETIONARY GRANTS The department managed the following grants programs during 2000-01:
Veteran & Community Grants
Veteran & Community Grants aim to maintain and improve the independence and
quality of life of m embers of the veteran and ex-service community through activities
or services that maintain and/ or enhance well- being. The grants focus on the delivery
of funding through in-home, community and residential care support streams. Veteran
& Community Grants provide funding for projects that address the n eeds of members
of the veteran and ex-service communities through a range of support initiatives. This
may be through:
⢠promotion of health issues and healthy lifestyles;
⢠supporting quality independent living at home;
⢠encouraging involvement in community activities;
⢠support for carers;
⢠reducing social isolation; and
⢠provision of financial support for high quality residential care for members of the
veteran community, including support for community aged care packages (CACPs).
These grants recognise h ealth promotion as a major priority in delivering effective
support to the veteran community. They also acknowledge the desire of most people
to remain independent in their own home for as long as possible and the right to
quality living in a safe and secure environment.
Health and Medical Research Grants
The Health and Medical Research Grants program funds individual research grants that
are advertised nationally and are available to all health and medical researchers in
Australia. Research proposals must be relevant to the health and well-being of
repatriation treatment card holders and must relate to one of the key priority areas
identified each year by the Repatriation Commission.
The Health and Medical Applied Research Program Commissions research that
contributes to development of improved models for health care and services delivery,
or enables the department to better identify changing and future health and well being
needs of the entitled veteran community.
Building Excellence in Support and Training
In the 1999- 2000 Budget, $5.6 million over four years was allocated to establish the
Building Excellence in Support and Training (B ESD program, replacing the Claims
Assistance Grants Scheme. BEST grants provide funds for resources and additional
staffing to enable ESOs to assist members of the veteran community to prepare claims,
applications and appeals.
DEPARTMENT OF VETERANS ' AFFAIRS \---------------
301
A ppendix G I
Local Commemorative Activities Fund
Th e Local Commemorative Activities Fund is part of the Government's Their Service
- Our Heritage commemorative program. It provides funding assistance of up to
$2 000 to ex-service and community organisations for local commemorative projects.
Regional War Memorials Projects
The Regional War Memorials Projects is part of the Their Service - Our Heritage
comm emorative program and provides funding assistance of up to $3 000 to local
communities for the construction, preservation, restoration or update of existing
me moria ls which are the focus for community commemorative se1v ices.
Commemorative Activities Program
Th e Co mmemorati ve Activities Program (CAP) is also part of the ongoi ng national
commemorative activities funded under Their Service - Our Heritage. CAP grants
pro vide greater funding assistance than is available under LCAF and RWMP for
commemorative activities w hich recognise significant national events.
Grants in Aid
Th e Grants-in-Aid program aims to assist the national bodies of ex-service
o rga nisa tions with their administration expenses in recogniti on of the services these
o rganisations provide to the ex-service community. Outcomes from such assistance
ma y in cl ude the support of o rganisatio ns with declining or limited membership;
improved access to meeting venues by the ex-service community; and improved
communication on repatriation matters . The program encourages co-operation and
communication between the ex-service community, the ex-se1 v ice organisa ti ons and
th e Commonwealth Government.
A li st of grant recipients is ava ilable on request.
OF VETERANS '
302
A FFAIRS
w 0
w
)>
;;::
z
o Performance Requirements of the Policy Adviser Role
<
)>
z
)>
)>
Performa nce indicator
New or revised program/ policy proposals assess impact on the lives of people with disabilities prior to decision.
Performance measu re
Percentage of new or revised pol icy/ program proposals that document that the impact of the proposal was considered prior to the decision.
Current Level of Performance
Current Business
"T1;:l0 lD
Q)"C 3 0
lD 3"
ou:l """
"'C lD
- 0 3 Q) ::I n lD on 0 Ill Q) o-.-+ '< VI .-+ Q) .-+ lD u:l '< I 3
3
::I lD Q) ;:::+ :::r
V'Cn)> -i-Q""C ;:oV\::::::o""C ):>l>::::::.m mr-oc C'l:::::jzx m )> !:j :I:
The Department of Veteran's Affairs' (DVA) policy is oriented towards ensuring the best possible health and financial support outcomes for the veteran community, including those with disabilities. Policies take into account the physical, mental and social well being of all members of the veteran community and particularly ensure that people with service-related disabilities receive their lawful entitlements.
Performance measure- percentage of new or revised policies/programs that assessed the impact on the lives of the members of the veteran community including people with a disability = 90%
Business Improvement Projects are designed to conform to disability legislation. Consultancy documentation could be improved. )>
"0
"0 ([) ::::J
o_
X
:r:
w
)>
--<
s:
z
<
--<
)>
z
)>
)>
Performance Requirements of the Policy Adviser Role (continued)
Performance indicator
People with disabilities are included in consultations about new or revised policy/ program proposals.
Public announcements of new, revised or proposed policy/program initiatives are available in accessible formats for people with
disabilities in a timely manner.
Performan ce measure
Percentage of consultations about newor revised policy/program proposals that are developed in consultation with people with disabilities.
Percentage of new, revised or proposed policy/program announcements available in a range of accessible formats. Time taken in providing announcements
in accessible formats.
Curren t Leve l of Perfo rma nce
Current Business DVA has developed a partnership relationship with its clients (the veteran community). Most of DV!'>:s new or revised policy/program proposals include consultation w ith ex service organisations (including briefings, inclusion in committees and working groups) who represent, amongst others, veterans with disabilities.
Most proposals, except those requiring confidentiality during formulation for budget or other reasons (eg internal administrative procedures}, are developed in consultation with the veteran community including people with disabilities. However, a service representative who is a member of the Repatriation Commission already participates on
all policy formulation and development processes affecting veterans with disabilities.
Performance measure- percentage of consultation = 90%
Business Improvement ⢠The Department conforms to all Australian Standards. For proposals where an external consultant is used, briefs include the requirement to consider all relevant legislation and standards. Consultancy documentation could be improved.
Current Business A number of formats are used to publicise new, revised or proposed policy/program initiatives. These include face to face briefing for representative of the veteran community, postal advices, the DVA website, a departmental newspaper, audio cassettes
and radio. All announcements are made available with a view to their accessibility by the veteran community including people with disabilities. Some examples of media used to publicise DVA initiatives are media releases, Vetaffairs and health initiatives.
)>
u
u
ro ::> Q_
X
I
"" 0 V1
}>
;;::
z
--<
<
--<
}>
z
}>
}>
Performance Requirements of the Policy Adviser Role (continued)
Performance indi cator Perform ance measure Current Level of Perform ance
Media Releases All media releases are published on the DVA website in html format.
Timeframe The Department aims to publish media releases on the Internet within 24 hours.
Performance measures- percentage new, revised proposed policy/program announcements available in accessible formats.
Electronic format= 100% published in html on DVA's website.
Large Print= is available on request. It is possible to convert electronic copy into large print.
Vetaffairs publication Vetaffairs provides the veteran community with up-to-date and relevant information about the Department's policies, programs and initiatives that affect them.
Tim eframe Four issues are published per year and distributed to members of the veteran community who receive any sort of payment or benefit from the Department and on request of Members of the Parliament, community organisations and individual veterans.
During 2000-01, approximately 400 000 copies and approx 2 000 audio cassettes were distributed for each of the four editions of Vetaffairs. Audio cassettes were distributed immediately after paper copy version distribution of Vetaffairs.
Performance measures- percentage new, revised proposed policy/program announcements available in accessible formats
Printed format= clear and concise format, written in plain English, 10 point font.
Audio cassette = 100% approx 2 000 each edition. Provided to people in the veteran community who are visually impaired and if requested.
Electronic format= 0%. Vetaffairs is not currently available in an electronic format. The Department is looking at publishing Vetaffairs on DVA's website in html format. It would be possible to convert the html text into large print.
)>
""0 ""0 ro ::::J
o_
X
I
"' 0 "'
p
--<
z
<
p
z
p
p
Performance Requirements of the Policy Adviser Role (continued)
Performance indicator Performance measure Current Level of Performance
Health initiatives
The majority of program initiatives for the veterans are announced through a variety of media to ensure that they reach the broadest audience possible. Media used include published formats, both public and targeted radio campaigns and publication on the Internet.
Timeframe The timeframe to publish public announcements about health initiatives on the DVA website is within the same day or within 24 hours after an announcement.
Performance Measures- percentage new, revised proposed policy/program announcements available in accessible formats
Electronic format (html) = 95% information published on DV/>:s website.
Radio= 0.5%
Large Print= available on request. It is possible to convert electronic information on the health part of the DVA website into large print.
Business Improvement ⢠Check publications to ensure they conform to standards and ensure reprints include changes required;
Material is put through Publications or Media to ensure correct format;
Brochures and publications include comments that they are available in other formats on request; and
Ensure staff are aware that alternative formats are available on request and how to organise these.
)>
u
u
ro :::J Q_
X
I
w 0
.....
p
--<
;;:
z
--<
<
--<
p
z
p
p
Performance Requirements of the Regulator Role
Performance in dicator
Publicly available information on regulations and quasi-regulations is available in accessible formats for people with disabilities
Performance measu re
Percentage of publicly available information on regulations and quasi-regulations requested and provided in: - accessible electronic formats; and - accessible formats other than
electronic.
Average time taken to provide accessible material in: -electronic format; and - formats other than electronic.
Cu rre nt Level of Perform ance
Current Business Electronic Formats - OVA website DVA has a comprehensive website that publishes significant amounts of information about the Department, its services and veterans' entitlements. Information on regulations and quasi-regulations is also published in software applications that are available via the DVA website. These applications are: The OVA Facts system that contains about 320 fact sheets about veterans' entitlements and related issues; The OVA Forms system (PDF files), containing OVA's public use forms for download and printing; and The Consolidated library of Information and Knowledge (CUK), containing much of OVA's policy and legislative information.
Formats Other Than Electronic Information on regulations and quasi-regulations is also available in brochures and some information is available in large print on request or documents on the website can be converted into large print.
Performance measure - electronic format Electronic format= 50% . A substantial amount of information, such as Health, Commemoration and Pension information, published on the DVA website is available in html. However, the information available in the above computer applications is not accessible (see business improvement below).
Performance measure - Formats Other Than Electronic large print= is available on request. It is possible to convert electronic information on the DVA website into large print. Pamphlets and booklets = most printed material on regulations and quasi-regulations is published in pamphlet and booklet format. These are also made available on the DVA website in html. Performance measure = 50%. Pamphlet and booklet format is set out to suit the target audience. There are no departmental specific standards for formatting a publication.
:t> '0
'0 ro ::0 o_
X
I
....
00 __j_
m -u
l>
"' --< <: m
z
--<
<
m
--<
m
"' l> z
l>
l>
Performance Requirements of the Regulator Role (continued)
Performance indi ca tor
Publicly available regulatory compliance reporting is available in accessible formats for people with disabilities
Performance measu re
Percentage of publicly available information on regulations and quasi-regulations requested and provided in: - accessible electronic formats; and - accessible formats other than
electronic.
Average time taken to provide accessible material in: -electronic format; and -formats other than electronic.
Current Level of Performance
Average Time The average time to provide accessible material on the DVA website is within two days . The average time to produce printed material, such as pamphlets and booklets is 10 working days.
Business Improvement The information contained in the above software applications, available via the website, is currently not compliant with GOLS accessibility guidelines. A program is in place to make these three applications and their contents accessible so as to ensure that all information on regulations and quasi-regulations meets accessibility
requirements. Printed versions of these documents remain available on request; DVA recognises the need to provide a client-centric, rather than Department-centric, view of DVA and its services . DVA monitors and reviews use of the website and online services to determine if further development is required;
DVA is working with other agencies, through whole of government initiatives such as the portals framework, to make its online information and other services more accessible; and Develop standards for printed material which include accessibility standards.
Current Business Regulatory reporting information is available in DV/\s Annual Report. It is published as a book and in html on DV/\s website. The Office Australia War Graves' (OAWG's) performance information is also reported in the OAWG Journal.
Average time The average time for the electronic format of DV/\s Annual Report is within a month.
Performance measure- percentage of regulatory compliance reporting information on regulations and quasiregulations Electronic format (html) = 100% on DVA website. large Print= it is possible to convert the electronic copy into larger print. Printed format= clear and conci se, written in plain English, 10 point font.
)>
"0
"0
ro :J
Q_
X
I
w a
J>
;;::
z
<
--<
J>
z
J>
J>
Performance Requirements of the Purchaser Role
Performance ind icator
Publicly available information on agreed purchasing specifications is available in accessible
formats for people with disabilities
Performance measure
Percentage of publicly available purchasing specifications requested and provided in: -accessible electronic formats; and -accessible formats other than
electronic.
Average time taken to provide accessible material in: -electronic formats; and -formats other than electronic.
Current Leve l of Perfo rmance
Current Business All Request for Tenders (RFTs) are to comply with the Contract Advisory Unit (CAU) requirements, this includes contractors' compliance with the Disability Discrimination Act 1992 (DDA 1992). All matters over $10 000 are to be reviewed by CAU . The CAU advise staff for matters under $10 000 may also be reviewed by the CAU.
Format - Electronic RFTs and associated documents are published on the DVA website in Word97 and PDF
format. Standard documents (such RFTs, Service Agreements and Conflict of Interests Statutory Declaration) for use by DVA employees, are available in html and Word97 format on the DVA website. Employees mostly use the Word version as it is most suitable for data entry. PDF files are used due to the length of a document and the need to keep parts together
in one fil e. The introductory information for a RFT on the DVA website is in html and contains contact details for enquires. RFT documents can be provided in html formats on request.
Format- Other Than Electronic RFT documentation can be provided in paper format and large print on request.
Timeframe - average taken to provide accessible material The average time taken for electronic format on the DVA website is within the same day that the RFT is made public. Requests for html format and large print can be provided within two days. Since October 2000 approximately eight RFTs have been published on the DVA website in Word or PDF format.
Performance measures - percentages Electronic format= 50% as available in Word and PDF format. Government online requirements specify html format. Paper copy and large print= the information is available in paper format and large print on request. It is possible to convert electronic copy into large print.
:J> -o
-o
m :::>
a.
X
I
w 0
)>
:;;:
z
<
)>
z
)>
)>
Performance Requirements of the Purchaser Role (continued)
Performance indicator
Processes for purchasing goods or services with a direct impact on the lives of people with disabilities are developed in consultation
with people with disabilities.
Purchasing specifications and contract requirements for the purchase of goods or services are consistent with the requirements of the
Disability Discrimination Act 1992.
Performance measure
Percentage of processes for purchasing goods or services that purchasing goods or services that directly impact on the lives of
people with disabilities that are developed in consultation with people with disabilities.
Percentage of purchasing specifications for goods and services that specify that tender organisations must comply with the
Disability Discrimination Act 1992. Percentage of contracts for the purchase of goods and services that require the contractor to comply with the Disability Discrimination Act 1992.
Current Level of Performance
Business Improvement ⢠To publish all RFTs on the Internet in html format to meet Government online requirements.
Current Business Departmental initiatives are aimed at improving the quality of life of members of the veteran community. In the majority of cases, consultation on veteran needs (including those with disabilities) is sought in expanding the range of services. The Department conforms to Australia n Standards.
Performance measure- percentage developed in consultation = 80%
Business Improvement Documentation could be improved.
Current Business Tenders All RFTs are required to include a standard clause stating compliance with the Disability Discrimination Act 1992.
Contracts All new contracts are required to include a standard clause stating compliance with the DDA 1992.
CAU Standards CAU have standards that are available to all employees (which include compliance with the DDA 1992).
Performance measure - percentage that specify compliance with the DDA = 90%
)>
u
u
ro :::J o_
X
I
m
" )> "' __, =<:::
m
z
__,
<
m __,
m
"' )> z
"' )>
)>
;o
"'
--r-
.....
Performance Requirements of the Purchaser Role (continued)
Performance ind ica tor
Publicly available performance reporting against the purchase contract specifications requested in accessible formats for people with disabilities is provided.
Comp Ia i nts/g rieva nee mechanisms, including access to external mechanisms, in place to address concerns raised about the providers' performance.
Perform ance measure
Percentage of publicly available purchasing specifications requested and provided in: -accessible electronic formats; and -accessible formats other than
electronic. Average time taken to provide accessible material in: - electronic formats; and -formats other than electronic.
Established complaints/grievance mechanisms, including access to external mechanisms, in operation.
Current Level of Performance
Current Business Contract reporting information is available in DVA's Annual Report. It is published in html on DVA's website. The OAWG's performance information is also reported in the OAWG Journal.
Average time The average time for the electronic format of DVA's Annual Report is within a month.
Performance measure- percentage of purchasing specifications provided in accessible format Electronic format (html) = 100% on DVA website. Large Print= it is possible to convert the electronic copy into larger print.
Business Improvement OAWG Journal is currently available in printed form. The journal will be available on the DVA website (in html format) early in the next financial year.
Current Business The Department has established internal and external complaints handling mechanisms.
Internal complaints/grievance mechanisms- The feedback complaints are generally directed to the provider in the first instance, and their mechanisms are unknown.
DVA has established the Feedback Management System (FMS) to record and analyse feedback about the provider's performance. Specific "accessibility" issues are recorded and analysed. Feedback information is then directed to the relevant area to address. Complaints from the veteran community about Health providers are about discharge planning, nursing care, mixed gender wards, patient billing and hospital services. Analysis of complaints received included 2 complaints regarding disability issues about providers.
External Mechanisms complaints/grievances- The veteran community are able to take complaints to the Commonwealth Ombudsman and Human Rights and Equal Opportunity Commission. They can also complain to their local member of Parliament, who makes representations to the Minister and to the Secretary of the Department.
)>
"0
"0
ro ::J 0.
X
:r:
UJ .....
)>
--<
;::
z
--<
<
)>
z
)>
)>
Performance Requirements of the Provider Role
Performance indicator
Providers have established mechanisms for quality improvement and assurance.
Providers have an established service charter that specifies the roles of the provider and consumer
and service standards which address accessibility for people with disabilities.
Performance measure
Evidence of quality improvement and assurance systems in Operation.
Established service charter that adequately reflects the needs of people with disabilities in operation.
Current Level of Performan ce
Current Business The Veterans Satisfaction Survey and the Feedback Management System are established mechanisms for quality improvement and assurance for the provision of services to the veteran community.
DVA used feedback from the Veterans Satisfaction Survey (VSS) and reviewed complaints made during 2000- 01 to identify priority areas for improvement in meeting the needs of the veteran community including of people with disabilities.
Feedback from the Veterans Satisfaction Survey, each quarter, indicates no particular disability related issues. Feedback provided through the survey is used to determine and revise balance scorecard measures.
The key issue raised through DVA's Feedback Management System (FMS) is courteous and appropriate customer service (by providers).
Quality improvement and assurance is an element of contracts with the Department.
Current Business Under the terms of the DVA Service Charter, providers are required to adhere to the general principles stated therein including addressing the needs of disabled members of the veteran community.
State Service Charter Awards in December 1999 At the State Service Charter Awards in December 1999 the Department won two gold awards, which recognise d achievement in:
Excellence in raising customer awareness through Servi ce Charter development and use (category 1 ); and
Excell ence in integrating Service Charter driven, customer service outcomes with core business practices (ca tegory 2).
)>
D D ro :::J
o_
X
:r:
w w
:t>
--<
;::
z
--<
<
--<
:t>
z
:t>
:t>
Performance Requirements of the Provider Role (continued)
Performance indicator
Complaints/grievance mechanism, including access to external mechanisms, in place to address issues and concerns raised about performance.
Performance measure
Established complaints/grievance mechanisms, including access to external mechanisms, in operation.
Current Level of Performance
In Category 1, the Department was praised for its high level of staff involvement and extensive consultation with staff and stakeholders in both the development and implementation of the Service Charter. Other strengths included the Department's expectation that its contractors will conform to Charter standards, an active benchmarking program, and a focus on the needs of rural and remote customers.
In Category 2, the Department was rewarded for a variety of achievements including its holistic approach to clients, reducing costs while increasing services and designing home and community services to meet customer needs. The Service Charter is reviewed annually and revised as required.
Current Business Internal complaints/grievance mechanisms OVA has established the Feedback Management System (FMS) to record and analyse feedback about performance. Specific "accessibility" issues are recorded and analysed. Feedback Information is then directed to the relevant area to address. Analysis of complaints received included 1 complaint regarding disability issues about
performance.
External Mechanisms complaints/grievances- Members of the veteran community are able to take complaints to the Commonwealth Ombudsman and Human Rights and Equal Opportunity Commission. They can also complain to their local member of Parliament, who makes representations to the Minister and to the Secretary of the Department.
)>
"0
"0
ro ::::J
0..
X
:r:
-1>
p
--<
s:
z
--<
<
p
z
p
p
Performance Requirements of the Employer Role
Pe rformance indicator
Employment policies, procedures and practices comply with the requirements of the Disability Discrimination Act 1992.
Performance measure
Number of employment policies, procedures and practices that meet the requirements of the Disability Discrimination Act 1992.
Current Level of Performance
Current Business The Department ensures that employment policies and procedures comply with Workplace Diversity requirements including 'disability discrimination'. The Department has a strong commitment to 'people issues' and all APS values, which is
incorporated into the Corporate Plan and specifically in the three Enterprise Agreements. All employment polices and procedures are linked to the Enterprise Agreements. The DVA Workplace Diversity Strategic Plan also provides a framework for the Department to ensure employment policy and procedures do not discriminate against
people with disabilities.
DVA has a Disability Discrimination Action Plan to ensure equitable and fair treatment, and access in the workplace.
Number of Employment policies, procedures and practices
The Department has about 15 key employment policies/procedures that provide the basis for good HR management of all diversity groups including employees with disabilities. These are: Enterprise Agreements;
⢠Workplace Agreements; Performance and Development Review Framework; ⢠Our People- DVA HR Strategy; ⢠Workplace Diversity Strategic Plan; ⢠Workplace Harassment Package;
Occupational Health and Safety (OHS) Policy and Agreement; DVA:s Manager's Guidelines; Leadership Program; Graduates Program; ⢠StudyBank;
Flextime Provisions; Homebased Work/Part-time Employment; Employees' Assistance Programs; and Recruitment and Selections Guidelines.
)>
u
u
ro :::0 Q_
X
I
"' V1
l>
--<
s::
z
--<
<
--<
l>
z
l>
l>
Performance Requirements of the Employer Role (co nti nu ed)
Performance indicator
Recruitment information for potential job applicants is available in accessible
formats on request.
Performa nce measure
Percentage of recruitment information requested and provided in: - accessible electronic formats; and - accessible formats other than
electronic. Average time taken to provide accessible information in: - electronic format; and - formats other than electronic.
Current Leve l of Performa nce
Workplaces have also established networks or forums in relationship to some of these areas and provide information in various formats to enable all staff have access to services and facilities.
Business Improvement The Department will be reviewing several key policies in 2001 - 02 to update or amend as required - specifically: Enterprise Agreements;
OHS Policy and Agreement; ⢠Workplace Diversity Strategic Plan; and Disability Discrimination Action Plan.
Current Business DVA provides all recruitment information in print and some is electronically in html or word on the DVA website and some is emailed in Word format. Contact officers are nominated to provide assistance to potential job applications with access to information and the workplace. Several workplaces have either TIY services or deaf telecommunications networks. All workplaces have access to the National Relay Service. Permanent positions are advertised in Commonwealth Gazettes which is now also available electronically on the PSMPC website. Non-ongoing employees are recruited through the Commonwealth Gazette, media advertising and recruitment agencies, which provide potential job applicants on the basis that DVA is an EEO employer. Job applicants can identify themselves as a person with a disability on the Application for Vacancy form. The form is available in a printed format and on the DVA website in PDF format. Specific assistance is provided on a needs basis to potential job applicants who
identify themselves as having a disability. Less than 1 per cent of current employees identify as having a disability which requires assistance with recruitment (4 per cent of current
employees identify as having a disability). Less than 1 per cent of potential job applicants have identified as having a disability which require assistance.
Timeframe- average time to provide the information Information can be provided electronically (includes on-line recruitment), printed (including large print) or audio upon request. Information can be provided within 5 working days.
)>
D D rtl
:::J Q_
X
I
w
"' ___j_ 0
m
l>
"' --< ;;: m
z
--<
<
m
--<
m
"' l> z
"' l>
l>
Performance Requirements of the Employer Role (continued)
Pe rformance indicator
Agency recruiters and managers apply the principle of 'reasonable adjustment'.
Performance measure
Percentage of recruiters and managers provided with information on 'reasonable adjustment'.
Current Level of Performance
Performance measure- percentages Electronic format (html and word)= 50% on OVA's website and via email. Electronic format (html) = 50% for Ongoing and some Non-ongoing positions published in the Electronic Commonwealth Gazette. large Print = is available upon request. Paper copy = is available on request. Audio cassette = is available upon request.
Business Improvement ⢠The Application of Vacancy form, currently in PDF, is included in the project to improve access to information on the OVA website; and
Investigate other media for recruitment advertising and develop standards for advertising.
Current Business Current recruitment and selection guidelines provides basic guidelines on assistance during the interview process for the potential job applicants with a disability.
Some workplaces provide ongoing information for Managers on Workplace Diversity and OHS awareness and specifically reasonable adjustment.
Business Improvement No comprehensive information is provided on 'reasonable adjustment' to selection panels on OHS/diversity considerations with the expected vacancy;
Recruitment and Selection guidelines to be reviewed and in 2001-02 to ensure compliance with all Workplace Diversity requirements and OHS considerations including reasonable adjustments; and
Education program to be developed to improve awareness of the principles of reasonable adjustment.
:t> D D ro
::0 Q_
X
:r:
m -u )>
"' --; s
m
z
--;
<
m --;
m
"' )> z
V>
)>
)>
"' V>
-----.- <.u .....
Performance Requirements of the Employer Role (contin ued)
Performance indicator
Training and development programs consider the needs of staff with disabilities.
Training and development programs include information on disability issues as they relate to the content of the program.
Complaints/grievance mechanism, including access to external mechanisms, in place to address issues and concerns raised by staff.
Performance meas ure
Percentage of training and development programs that consider the needs of staff with disabilities.
Percentage of training and development programs that include information on disability issues as they relate to the program.
Established complaints/grievance mechanisms, including access to external mechanisms, in operation.
Current Leve l of Performance
Current Business Training and development functions have been primarily devolved to business areas and/or provided by external providers.
Training nomination forms enables participants to identify as having a disability and request assistance.
Contracts with external training consultants/providers contain clauses on the Department's workplace diversity/EEO commitments and their requirement to uphold this commitment.
Performance measure: 100 per cent of training provided internally considers the needs of staff with disabilities and assistance is provided on a needs basis .
Current Business Performance measure= 5- 10 per cent of training and development programs conducted internally address disability issues. These are generally induction and leadership programs which include information on Workplace Diversity, APS Values and Code of Conduct. Local workplaces also conduct specific training on workplace diversity matters as required.
Business Improvement ⢠Workplace Diversity awareness is to be improved across the Department in 2001-02 through the development of new policies and training and promotional material.
Current Business The Department has established internal and external complaints mechanisms. Internal mechanisms- The Department has a formal Complaints and grievance mechanisms as outlined in the Enterprise Agreements in accordance with the Public Service Act 1999. This mechanism encourages discussion, negotiation, senior management
involvement and external mediation. As part of this process staff also have access to Workplace Diversity Officers and employee assistance counselling.
External mechanisms- There are also established external complaint mechanisms. Employees can take their compla ints to the Commonwealth Ombudsman and the Merit Protection and Review Agency.
l>
""0 ""0 ct>
::::l Q_
><
:r:
Appen d ix I I
APPENDIX I- DEPARTMENT OF VETERANS' AFFAIRS FINANCIAL STATEMENTS 2000-2001
Australian National
Audit Office
INDEPENDENT AUDIT REPORT
To the Minister for Veterans' Affairs
I have audited the fmancial statements of the Department of Veterans ' Affairs for the year ended 30 June 200 I. The financial statements comprise:
Statement by the Chief Executive Officer and the Chief Finance Officer;
Statements of Financial Performance, Financial Position and Cash Flows;
Schedules of Commitments and Contingencies;
Schedules of Administered Revenues and Expenses, Assets and Liabilities, Cash Flows, Commitments and Contingencies; and
Notes to and forming part of the Financial Statements.
The Department's Chief Executive Officer and the Chief Finance Officer are responsible for the preparation and presentation of the financial statements and the information they contain. I ha ve conducted an independent audit of the fmancial statements in order to express an opinion on them to you.
The audit has been conducted in accordance with the Australian National Audit Office Auditing Standards, which incorporate the Australian Auditing Standards, to provide reasonable assurance as to whether the fmancial statements are free of material misstatement. Audit procedures included examination, on a test basis, of evidence supporting the amounts and other disclosures in the financial statements, and the evaluation of accounting policies and significant accounting estimates. These procedures have been undertaken to form an opinion as to whether, in all material respects, the fmancial statements are presented fairly in accordance with Australian Accounting Standards, other mandatory professional reporting requirements and statutory requirements in Australia so as to present a view of the Department which is consistent with my understanding of its financial position, its operations and its cash flows.
The audit opinion expressed in this report has been formed on the above basis.
! DEPARTMENT
318
0 F VETERANS'
GPO Box 707 CANB ERRA ACT 26 01 Ce ntenary House 19 Nat ional Circuit BAR TON ACT Phone (02) 6203 7300 Fax {02) 6203 7777
AF F AIRS
I A ppendi x I
Audit Opinion
In my opinion,
(i) the fmancial statements have been prepared in accordance with Schedule l of the Financial Management and Accountability (Financial Statements 2000-2001) Orders; and
(ii) the fmancial statements give a true and fair view, in accordance with applicable Accounting Standards, other mandatory professional reporting requirements and Schedule l of the Financial Management and Accountability (Financial Statements 2000-2001) Orders, of:
the fmancial position of the Department of Veterans ' Affairs as at 30 June 200 I and the results of its operations and its cash flows for the year then ended; and
the Commonwealth assets and liabilities as at 30 June 200 I and the revenue, expenses and cash flows of the Commonwealth for the year then ended, which have been administered by the Department.
Australian National Audit Office
Darren Box Executive Director
Delegate of the Auditor-General
Canberra 28 August 200 I
DEPARTMENT OF V E TERANS' A F F A I R S r- ----------------''""""'
319
Appendix I I
Deparlment of Veterans' Affairs
Financial Statements 2000-2001
Contents
Certification of the Financial Statements
Statement of Financial Performance
Statement of Financial Position
Statement of Cash Flows
Schedule of Commitments
Schedule of Contingencies
Schedule of Administered Revenues and Expenses
Schedule of Administered Assets and Liabilities
Schedule of Administered Cash Flows
Schedule of Administered Commitments
Schedule of Administered Contingencies
Notes to the Financial Statements
Statement by the Chief Executive Officer and Chief Finance Officer
Certification
In our opinion the attached fmancial statements give a true and fair view of the matters required by Schedule I of the Financial Management and Accountability (Financial Statements 2000-2001) Orders made under Section 63 of the Financial Management and Accountability Act 1997.
Chief Executive Officer
1J' August 2001
\D E PAR T M E NT
320
SEAN FARRELLY Chief Finance Officer
}._f August 2001
O F V E T ER ANS' A FF AIRS
I Appen d ix I
DEPARTMENT OF VETERANS' AFFAI RS
STATE MENT OF FI NANCIAL PERFORMANC E FOR TH E PERIO D ENDED 30 JUN E 2001
2001 2000
NOTE $'000 $'000
REVENUES FROM ORDINARY ACTIVITIES
REVENUES FROM GOVERNMENT 4 246 568 227 202
SALE OF GOODS AND SERVICES 5 10 663 7 659
INTEREST 6 1 383 567
PROCEEDS FROM SALE OF ASSETS 10 5
NET PREMIUM REVENUE 12 19 187
INVESTMENT REVENUE 12 3 005
INSURANCE AGENCY REVENUE 12 1 689
INCLUSION OF DSH INSURANCE SCHEME 3 33 543
TOTAL REVENUES FROM ORDINARY ACTIVITIES 316 043 235 428
EXPENSES FROM ORDINARY ACTIVITIES
EMPLOYEES 7 140 008 135 178
SUPPLIERS 8 85 682 104 715
DEPRECIATION AND AMORTISATION 9 8 928 7 487
EXPENSE FROM SALE OF ASSETS 10 24 124
WRITE DOWN OF ASSETS 11 (24) 2 057
NET CLAIMS EXPENSE 12 13 095
FIRE BRIGADE CONTRIBUTIONS 12 2 298
ACQUISITION COSTS 12 551
TOTAL EXPENSES FROM ORDINARY ACTIVITIES 250 562 249 561
NET OPERATING SURPLUS/ (DEFICIT) 65 481 (14 133)
NET SURPLUS/ (DEFICIT) ATIRIBUTABLE TO THE 65 481 (14 133)
COMMONWEALTH
CHANGES IN EQUITY OTHER THAN THOSE RESULTING 65 481 (14 133)
FROM TRANSACTIONS WITH OWNERS AS OWNERS
TH E ABOVE STATEMENT SHOULD BE READ IN CONJUNCTION WITH THE ACCOM PANYING NOTES
DEPARTMENT OF VETERAN S' AFFAIRSr--------------''.1'-.,N
321
Appendix I I
DEPARTMENT OF VETERA NS' AFFAIRS STATEM ENT OF FINANC IAL POSITION
AS AT 30 JUNE 2001
2001
NOTE $'000
ASSETS
FINANCIAL ASSETS
CASH 13 29 652
RECEIVA BLES 14 1 324
REINSURANCE AND OTHER RECOVERIES RECEIVABLE 15 3 874
INVESTMENTS 16 52 034
OTH ER 17 1 587
TOTAL FINANCIAL ASS ETS 88 471
NON-FINANCIAL ASSETS
INFRASTRUCTURE, PLANT AND EQUIPMENT 18 17 252
INTANGIBLES 19 41 108
OTHER 20 1 071
TOTAL NON-FINANCIAL ASSETS 59 431
TOTAL ASSETS 147 902
LIABILITIES
INTEREST BEARING LIABILITIES
LOANS 21
PROVISIONS
EMPLOYEES 22 57 381
PAY AB LES
SUPPLIERS 23 7 348
ACCRUALS- REINSURANCE PREMIUMS 96
OU TSTANDING CLAIMS 24 13 820
UNEARNED PREMIUMS 12 097
TOTAL PROVISIONS AND PAY ABLES 90 742
TOTAL LIABILITIES 90 742
EQUITY
CA PITAL 26 494
ACCUMULATED SUR PLUS/ (DEFICIT) 30 666
TOTAL EQUITY 25 57 160
CURRENT LIABILITIES 62 078
NON-CURRENT LIABILITIES 28 664
CURRENT ASSETS 89 542
NON-CUR RENT ASSETS 58 360
THE ABOVE STATEMENT SHOULD BE READ IN CONJUNCTION WITH THE ACCOMPANYING NOTES
OF VETERANS' AFFAIRS
322
2000 $'000
484
3 113
3 597
19 020
17 984
648
37 652
4 1 249
7 415
51 287
8 645
59 932
67 347
8 717
(34 815)
(26 098)
34 939
32 408
4 245
37 004
I A pp endix I
DEPARTMENT OF VE TE RANS' AFFAIRS STATE MENT OF CASH FLOWS FOR THE PERIOD EN DED 30 JUN E 2001
2001 2000
NOTE $'000 $'000
OPERATING ACTIVITIES
CASH RECEIVED
APPROPRIATIONS FOR OUTPUTS 246 189 226 870
INTEREST 4 518 477
PREMIUMS RECEIVED 22 184
INSURANCE AGENCY REVENUE RECEIVED 1 689
REINSURANCE 700
GST REFUNDS 9 255
OTHER 13 851 7 659
TOTAL CASH RECEIVED 298 386 235 006
CASH USED
EMPLOYEES 134 170 130 554
SUPPLIERS 88 384 93 581
CLAIM PAYMENTS 12 794
FIRE BRIGADE CONTRIBUTIONS 2 318
RE INSURANCE PREMIUMS PAID 2 983
ACQUISITION COSTS PAID 522
GST PAYMENTS 11 312
TOTAL CASH USED 252 483 224 135
NET CASH FROM/ (USED BY) OPERATING ACTIVITIES 26 45 903 10 871
INVESTING ACTIVITIES
CASH RECEIVED
PROCEEDS FROM SALE OF INFRASTRUCTURE, PLANT 5 11
AND EQUIPMENT
TOTAL CASH RECEIVED 5 11
CASH USED
PURCHASE OF INFRASTRUCTURE, PLANT AND
EQUIPMENT 908 12 310
PURCHASE OF INTANG IB LES 29 401 7 708
PURCHASE OF INVESTMENTS 3 699
TOTAL CASH USED 34 008 20 018
NET CASH FROM/ (USED BY) INVESTING ACTIVITIES (34 003) (20 007)
FINANCING ACTIVITIES
CASH RECEIVED
EQUITY INJECTIONS 10 362 1 000
LOAN PROCEEDS 7 415
OTHER
NET CASH FROM/ (USED BY) FINANCING ACTIVITIES 10 362 8 415
NET INCREASE/ (DECREASE) IN CASH HELD 22 262 ( 721)
CASH AT BEGINNING OF REPORTING PERIOD 7 390 1 205
CASH AT END OF REPORTING PERIOD 13 29 652 484
THE ABOVE STATEM ENT SHOULD BE READ IN CONJUNCTION WITH THE ACCOMPANYING NOTES
DEPARTMENT OF VET ERANS ' AFFA IRSr-------------... -..N
323
Appendix I I
DEPARTMENT OF VE TE RANS' AFFAIRS
SCHEDU LE OF COMMITMENTS
AS AT 30 JUNE 200 1
BY TYPE
OTHER COMMITMENTS 10PERATING LEASES PROJECT COMMITMENTS
20THER COM MITMENTS
TOTAL OTH ER COM MITMENTS
COMMITMENTS RECE IVABLE
GST RECEIVABLE
TOTAL COMMITMENTS RECEIVABLE
NET COMMITMENTS
BY MATURITY
ALL NET COMMITMENTS
ONE YEAR OR LESS
FROM ONE TO FIVE YEARS
OVER FIVE YEARS
NET COMM ITMENTS
OPERATING LEASE COMMITMENTS
ONE YEAR OR LESS
FROM ONE TO FIVE YEARS
OVER FIVE YEARS
NET COMMITMENTS
I 0/Jerating Leases include property and vehicle leases.
NOTE
2 Otber Agency Commitments include maintenance agreements and various short temz contracts.
DEPARTMENT OF VETE RANS' AFFAIRS SCHEDU LE OF CONTING ENC IES AS AT 30 JUNE 2001
CONTINGENT LOSSES
CLAIMS FOR DAMAGES I COSTS
TOTAL CONTINGENT LOSSES
NET CONTINGENCIES
TH E ABOVE SCHEDULES SHOULD BE READ IN CONJUNCTION WITH THE ACCOMPANYING NOTES
Unquantifiable Contingencies
NOTE
2001 $'000
63 266
2 786
21 012
87 064
7 915
7 915
79 149
37 023
40 913
1 213
79 149
21 462
34 840
1 213
57 515
2001 $'000
4 375
4 375
4 375
2000 $'000
95 346
8 127
2 030
105 503
105 503
39 251
55 264
10 988
105 503
30 794
53 564
10 988
95 346
2000 $'000
1 309
1 309
1 309
At 30 June 2001 the department had a number of leg al claims against it which the department is defending. It is not possible to estimate the amounts of any eventual payments that may be required in relation to these claims.
324 ! DEPARTMENT OF VETERANS ' AF F AIRS
DEPARTMENT OF VETE RANS ' AFFAIRS
SCH EDU LE OF ADMINISTER ED REVENUES AND EX PE NS ES FOR THE PE RIOD END ED 30 JUNE 200 1
REVENUES FROM ORDINARY ACTIVITIES
NON TAXATION
REVENU ES FROM GOVERNMENT
OTHER SOURCES OF NON TAXATION REVENUE
TOTAl REVENUES FROM ORDINARY ACTIVITIES
EXPENSES FROM ORDINARY ACTI\,IITIES
PERSONAL BENEFITS
GRANTS
HEALTH CARE PAYMENTS
OTHER
TOTAl EXPENSES FROM ORDINARY ACTIVITIES
TRANSFERS TO THE OFFICIAL PUBLIC ACCOUNT
NET INCREASE/ (DECREASE) IN ADMINISTERED NET ASSETS
THE ABOVE SCHEDULE SHOULD BE READ IN CONJUNCTION WITH THE ACCOMPANYING NOTES
NOTE
34A 34B
35A
35B
'2001 $'000
8 303 693
5 313 990 17 329 2 965 889 33 912
8 271 116 <
(971)
33 957 ..
I Appendix I
2000 $'000
7 496 824 3 350
7; 50017,4
992
19 166 2 728 183 15 038
7.507 379
(3 350)
' (10
'
D E PAR T MENT OF V E T ERAN S'
325
A p p e n di x I I
DEPARTMENT OF VETERANS' AFFAIRS
SC HEDU LE OF ADMIN ISTERED ASSETS AND LIABILI TIES
AS AT 30 JUN E 2001
NOTE
ASSETS
FINANC IAL ASSETS
CASH 36A
36B
36C
36D
LIABILITIES
PAY A BLES
37A
37B
38
THE ABOVE SCHEDULE SHOULD BE READ IN CONJUNCTION WITH THE ACCOMPANYING NOTES
326
22 124 12 213
306 323 266 463
41 787 62 501
370 234 341 177
26 267 15 668
26 267 15 668
356 845
44 987 43 217
243 285 21 7 720
288 272 260 937
288 272 260 937
458 458
67 683 33 726
40 088 6 1 724
108 229 95 908
287 370 259 981
902 956
348 311 287 066
48 190 69 77. 9
!
D E PARTME N T OF VE T ERANS' A F FAIRS
DEPARTMENT OF VETERAN S' AFFAIRS
SCHEDULE OF ADMINI STERED CA SH FLOWS FOR THE PERIOD ENDED 30 JUNE 2001
OPERATING ACTIVITIES
CASH REC EIVED
CASH FROM THE OFFIC IAL PU BLIC ACCOUNT
GST RECEIPTS & RE FUNDS
OTHER
TOTAL CASH RECEIVED
CASH USED
PERSONAL BEN EFITS
GRANTS
CASH TO OFFICIAL PU BLIC AC COUNT GST PAID
HEALTH PAYMENTS OTH ER
TOTAL CASH USED
NET CASH FROM/ (USED BY) OPERATING ACTIVITIES i'j
NET CASH FROM/ (USED BY) INVESTING ACTIVITIES
NETCASH FROM/ (USED BY) FINANCING ACTIVITIES '
NET INCREASE/ (DECREASE) IN CASH HELD
(:ASH AT BEGINNIN() OF PE RIOD
CASH AT END OF REPORTING PERIOD
THE ABOVE SCHEDULE SHOULD BE READ IN CONJUNCTION WITH THE ACCOMPANYING NOTES
39
36A
8 275 4 10 9 511 4 195
5 330 90 1 17 329
' 971 11 35 5 2 884 737 339i2 8 279 205
9 911
9 911 12 213
22 124
I App e nd ix I
2000 $'000
7 430 752
3 350
4 741 242 19 166 1 :2'53
2 685 013 i 7 446 674
(12, 572)
(12 572)
DEPARTMEN T OF V E TERANS' AFFAIRSr--------------" · ·""''
327
Ap p e ndi x I I
DEPARTMENT OF VETERANS' AFFAIRS
SCH EDULE OF ADMINISTERED COMMITMENTS AS AT 30 JUNE 2001
BY TYPE
OTHER COMMITM ENTS
LEG ISLATIVE OBLI GATIONS- HEALTH
PROJECT COMMITMENTS
OTHER COMMITME NTS
TOTA L OTH ER COMMITME NTS
COMMITM ENTS RECEIVABLE
GST RECEIVABLE
TOTAL COMMITMENTS RECEIVABLE
NET COMM ITM ENTS
BY MATURITY
ONE YEAR OR LESS
FROM ONE TO FIVE YEARS
OVE R FIVE YEARS
NET COMMITMENTS
DEPARTMENT OF VETERANS' AFFAIRS
SCHEDU LE OF ADMINISTERED CONTINGENCIES
AS AT 30 JUNE 2001
INDEMNITIES S
TOTAL CONTINGENT LOSSES
NET CONTI NGENCIE S
THE ABOVE SCHEDULES SHOULD BE READ IN CONJUNC TION WITH THE ACCOMPANYING NOTES
2001
NOTE $'000
952 817 215 873 12 441
1 181 131
20 756
20 756
1 160 375
482 216 678 159
1 160 375
NOTE
36 194
36 194
36 194
------------....jiD E PAR T M EN T O F VET E RAN S ' A F F AI R S 328
2000 $'000
865 743
3 795
869 538
869 538
237 792 55 1 036 80 710
869 538
2000 $'000
29 558
29 558
29 558
DEPARTMENT OF VETERANS' AFFAIRS
NOTES TO AND FORMING PART OF THE FINANCIAL STATEMENTS
FOR THE YEAR ENDED 30 JUNE 2001
INDEX TO NOTES
1. Objectives of Department of Veterans' Affairs
2. Summary of Significant Accounting Policies
3. Change in Accounting Pol icy - Inclusion of DSHIS Operations
4. Revenue From Government
5. Sale of Goods an d Services
6. Interest Received
7. Employee Expenses
8. Suppliers Expenses
9. Depreciation and Amortisation
1 0. Disposal of Assets
11 . Write Down of Assets
12. Insurance Activities
13. Cash
14. Receivables
1 5. Reinsurance and Other Recoveries Receivable
16. Investments
1 7. Other Financial Assets
18. Infrastructure, Plant and Equipmen t
19. Intangibles
20. Other Non-Financial Assets
21. Loans
22. Employees Liabilities
23. Suppl ier Payables
24. Claims
25. Analysis of Equity
26. Cash Reconciliation
27. Auditors Remuneration
28. Executive Remuneration
29. Act of Grace Payments and Payments for Defective Administration Scheme
30 . Waiver of Rights to Payment of Moneys
3 1. M il itary Compensation and Rehabilitation Service (MCRS)
32. Average Staffing Levels
33. Fi nanciallnstruments
34. Administered Revenue
35. Administered Expenses
36. Adm inistered Assets
37. Administered Liabilities
38. Administered Equity
39. Administered Cash Reconciliation
40. Department of Family and Community Services
41. Health Insurance Commission (HIC )
42. Administered Financial Instruments
43. Appropriations
44. Specia l Accounts and Special Public Moneys
45. Reporting of Outcomes
I Appendix I
DEPARTMENT OF VETERANS' A F FA I R S r---------------""'.,.,.;.,1
329
Appendix I I
1. Objectives of Department of Veterans' Affairs
The objective of the Department of Veterans' Affairs is to serve members of Australia's veteran and defence force communities, their war widow(er)s and widow(er)s, and dependants through programmes of care, compensation, commemoration and defence support services .
The Department is structured to meet five outcomes:
Outcome 1:
Outcome 2:
Outcome 3:
Outcome 4:
Outcome 5:
Eligible veterans, their war widows, widow(ers) and dependants have access to appropriate compensation and income support in recognition of the effects of war service.
Eligible veterans, their war widow(ers) and dependants have access to health and other care services that promote and maintain se lf -sufficiency, well-being and quality of life.
The service and sacrifice of men and women who served Austra lia and its al lies in war, defence and peacekeeping services are acknowledged and commemorated.
The needs of the veteran community are identified, they are informed of available community and specific services and t hey are able to access such services.
Current and former members of the Australian Defence Force (ADF) who suffer an injury or disease which is causally related to employment in the ADF are provided with compensation and rehabilitation benefits and se rvices.
2. Summary of Significant Accounting Policies
a Basis of Accounting The financial statements are requi red by Section 49 of the Financial Management and Accountability Act 7997 and are a general purpose financial report.
The statements have been prepared in accordance with:
Schedule 1 to Orders made by the Finance Minister for the preparation of financial statements in relation to financial years ending on or after 30 June 2001;
Australian Accounting Standards and Accounting Interpretations issued by the Australian Accounting Standards Board;
Other authoritative pronouncements of the Austral ian Accounting Standards Boards; and
The Consensus Views of the Urgent Issues Group.
The statements have been prepared having regard to:
Statements of Accounting Concepts; and
The Explanatory Notes to Schedule 1 issued by the Department of Finance and Administration.
The Agency Statement s of Financial Performance and Financial Position have been prepared on an accrual basis and are in accordance with the historical cost convention, except for certain assets which, as noted, are at valuation. Except where stated, no allowance is made for the effect of chang ing prices on the resu lts or the financial position
Assets and liabilities are recognised in the Agency Statement of Financial Position when and only when it is probable that future economic benefits will flow and the amounts of these assets or liabilities can be reliably measured. Assets and liabilities arising under agreements equally proportionately unperformed are however not recognised unless required by an Accounting Standard. Liabilities which are unrecognised are reported in the Schedule of Commitments and the Schedule of Contingencies.
Revenues and expenses are recognised in the Agency Statement of Financial Performance when and only when the flow or consumption or loss of economic benefits has occurred and can be readily measured.
Administered items are distinguished from agency items in the financial statements by shading.
The continued existence of the department in its present form, and with its present programs, is dependent on Government policy and on continuing appropriations by Parliament for the department's administration and programmes.
The Department of Veterans' Affairs is part of the legal entity that is the Commonwealth Government, which is ultimately responsible for all the department's debts. The existence of total liabilities in excess of total
assets of the agency as reported in the prior year Statement of Financial Position has no bearing on whether the department's debts will be met.
b Changes in Accounting Policy Changes in accounting policy have been identified in these notes under their appropriate headings.
D E P A R T M E N T
330
OF V ETERANS " AFFA I RS
I Appendix I
c Reporting of Outcomes A comparison of Budget and Actual figures by outcome specified in the Appropriation Acts relevant to the department is presented in Note 45 Reporting of Outcomes. The net cost to Budget ou tcomes shown includes intra-government costs that are el iminated in ca lcu lating the actual budget outcome for the
Government overal l.
d Revenues The reven ues described in this note are revenues relating to the core operating activit ies of the department.
Revenues from Government - Agency Appropriations
From 1 July 1999, the Commonwealth Budget has been prepared under an accruals framework.
Appropriations for departmental outputs are recognised as revenue to the extent that the finance minister is prepared t o release appropriation (that is, t he fu ll amount of the appropriation passed by the Parliament less any savi ngs offered up at Additional Estimates and not subsequent ly released).
Resources Received Free of Charge
Services rece ived f ree of cha rge are recognised as revenue when and only when a fair value can be re liably determined and the services would have been purchased if they had not been dona ted. Use of those resources is recognised as an expense.
Interest Revenue
Interest revenue is recognised on a proportional basis takin g into account the interest rates applicable to t he financial assets.
Other Revenue
The amount s shown under other revenue in the Agency Statement of Financial Performance represents amounts under a Section 31 agreement with the Department of Finance and Administration.
Appropriations designated "Capital- Equity Injections" are recognised directly in equity to the extent drawn down as at reporting date.
e Employee Entitlements
Leave
The liability for employee entitlements includes provision for annual leave and long service leave. No provision has been made for sick leave as all sick leave is non-vesting and the average sick leave taken in future years by emp loyees of the department is estimated to be less than t he annual entitlement for sick leave.
The lia bi lity for annual leave reflects the value of tota l annual leave entitlements of all employees at 30 June 2001 and is recognised at the nominal amount.
The non-current portion of t he liabi lity for long service leave is recognised and measu red at the present value of the estimated future ca sh flows to be made in respect of all emp loyees as at 30 June 2001. In determining the present value of the liability the agency has taken into account attrition rates and pay increases and inflation.
Separation and Redundancy
Provision is also made for separation and redundancy payments in circ*mstances where the department has
form ally identified positions as excess to req uirem ents and a reliable estimate of the amount of t he payments can be determined.
Superannuation
Staff of the department contribute to either t he Commonwealth Supera nnuation Scheme or the Pub lic Sector Superannuation Scheme. Employer contributions amounting to $13 409 380 (2000: $13 666 801) in relation to t hese schemes have been expended in these financial statements. No liability for supe ra nnuation is recogn ised as at 30 Ju ne 2001 as the employer co ntribut ions fully extinguish t he accru ing liability which is
assumed by the Commonwealth.
Employer Superannuation Productivity Benefit contributions totalled $3 325 736 (2000: $3 135 111).
Leases
A distinction is made between finance leases which effectively transfer from the lessor to the lessee substant ially all the risks and benefits incidental to ownership of leased non-current assets and operating leases under which the lessor effectively retai ns substantia lly all such risks and benefits.
Operating lease payments are charged to the Agency Statement of Financial Performance on a basis w hich is representative of th e pattern of benefits derived from t he leased assets.
The department has no finance leases.
D E PARTMENT OF VETERANS' A F FA I R S r----------------'·""''
331
Append i x I I
g Cash
Cash includes notes and co ins held an d any deposits held at call with a bank or financial institution.
h Financial Instruments Accounting policies for financial instruments are stated at Note 33.
Acquisition of Assets Assets are recorded at cost on acquisi t ion except as stated be low. The cost of acq uisition includes the fair value of assets tra nsferred in exchange and liabilities undertaken.
Infrastructure Plant and Equipment
Asset Recognitio n Th reshold
Purchases of infrast ructu re plant and equipment are recogn ised initially at cost in the statement of financial position except for purchases costing less than $2000, which are expensed in the year of acquisition (other than where they form part of a group of similar items which are significant in total).
Revaluations
Infrastructure, pla nt and equipment are revalued progressively in accordance with the "deprival" method of valuation in successive 3 year cycles, so that no asset has a value greater than 3 years old.
The department undertook an analysis of its infrastructure, plant and equipment during the prior year. This exercise examined carrying costs of material assets and thei r fair values applying the deprival method of valuation. The result showed that the majority of infrastructure, plant and equipment held on the assets register reflect a fair current value due to recent acquisitions while the remainder of assets were immaterial in value and already in the rep lacement process. For this reason a full reva luation of the department's infrastructure, plant and equipment was considered unnecessary and the value shown in these statements reflects a fair va lue of the assets on the department's asset register.
Recoverable A mount Test
Schedule 1 requires the application of the recoverable amount test to departmental non-current assets in accordance with AAS 10 Recoverable Amount of Non-Current Assets. The carrying amounts of these non current assets have been reviewed to determine whether they are in excess of their recoverable amounts. In assessing recoverable amount, the relevant cash flows have been discounted to their present value.
Depreci ation and A mortisatio n
Depreciable assets are written off to their estimated residua l values over their estimated useful lives using the straight line method of depreciation. Leasehold improvements are amortised on a straight line basis over the lesser of the estimated usefu l life of the improvements or the unexpired period of the lease. Depreciation/ amortisation rates (useful lives) and methods are reviewed at each balance date and necessary adjustments are recognised in the current, or current and future reporting periods, as appropriate. Residual values are re estimated for a change in prices only when assets are revalued.
Depreciation and amortisation rates applying to each class of depreciable asset are based on the following useful lives:
Plant and furniture
Office equipment
Software
Leasehold improvements
10 years 5 years
7 years
Lease term
The aggregate amount of depreciation allocated for each class of asset during the reporting period is disclosed in Note 9.
k Intangibles
The figure for intangibles includes the cost of proprietary software including the department's Financial Management Information System and Human Resources System.
In the prior year function point analysis was used to value internally developed software by in house
specialists. This financial year a costing method has been implemented to identify re levant costs on al l internally developed software. The costing methodology used to col lect the data is in line with Schedule 1 and capitalises direct salary and on costs, applicable information technology costs, some direct external costs and a percentage of maintenance recognised as continuing improvement to the existing software. Software in the development phase is considered work in progress until it is put into production.
This change in accounting policy has resulted in the recording of in house developed software at cost for the first time in 2000-2001. The amount capitalised of $29 400 714, includes work in progress on development of major software items which have not yet been placed into production but are expected to be used in the next 12 months.
D E P A R T M E N T
332
0 F VETERANS ' AFFAIRS
I Appendix I
Inventories There are no items held by the department which meet the criteria for disclosure, that exceed the $1 000 threshold.
m Taxation The department is exempt from all forms of taxation except Fringe Benefits Tax and the Goods and Services Tax.
n Foreign Currency Transact ions denominated in a foreign currency are converted at the exchange rate at the date of the transaction. Associated currency gains and losses are not material.
o Insurance The department has insu red for risks through the Commonw ealth's insurable risk managed fund called Comcover. Workers compensation is issued through Comcare Australia.
p Comparative Figures Comparative figures have been adjusted to conform to changes in presentation in these financia l statements where required.
q Rounding Amounts have been rounded to the nea rest $1 000 except in re lation to the following:
Act of grace payments and waivers;
Remuneration of executives;
Remuneration of auditors, and
Appropriations.
Insurance Activities The Defence Service Homes Insurance Scheme forms part of the operations of the Housing and Aged Care Branch of the Department of Veterans' Affairs. It has been agreed that, substantially, the operations and objectives of DSHIS are controlled by the Depa rtment.
The financial statements of Defence Service Homes Insurance Scheme (DSH IS) have been aggregated into the Department's financial statements for the first time in 2000- 2001. In the process all intra and inter-agency transactions and balances have been eliminated in full.
$33 543 000 representing the opening equ ity ba lance of DSH IS has been included as a specia l revenue item in accordance with AAS 1
Thi s is a change in accounting policy. No change has been made to comparatives.
Deta ils of the impact of the change in accounting policy are included at Note 3. Specific accounting pol icies of DSHIS items are detailed be low.
Underwriting Provisions
(i) Unearned Premiums
The provision for unearned prem iums represents the estimated proportion of prem iums w ritten in the current year re lating to cover provided in the subsequent year. The scheme's system allows for the unearned proportion to be calculated for each individual policy, the provision therefore being calculated on the 365ths method and in accordance with AAS 26.
(ii) Outstanding Claims
The provision for outstanding cla ims has been determined on a case by case approach in respect of all claims reported. The expectation is that claims will be met during the forthcomi ng financial year and accord ingly claims have not been discounted. The liability for outstanding claims includes claims incurred but not yet paid, incurred but not reported (IBNRs), incurred but not enough reports (IBNERs) and the anticipated administration costs of settling those claims.
Re insu rance A rrangements
DSHIS purchases reinsurance each yea r for dwell ing per risk, catastrophe risk and legal liability risk.
Re insurance premiums for 2000-2001 were 10 per cent lower than the previous year, although
arrangements for 2001-2002 will involve an increase of 14 per cent due to general increases in re insurance prem iums and the need to purchase additional cover as a result of growth in the Townsville area. The insurance scheme was a self insurer during 2000-2001 in all other respects.
DEPARTMENT OF VETERANS' AFFA I RS 333
Appendi x I I
Reinsurance Receivables
Re insu ran ce receivab les on pa id claims and incurred claims not yet paid are recognised as revenue.
Acq uisiti on Costs
A portion of acquisition costs relat ing to unearned premium revenue is deferred in recognit ion t hat it represen ts future benefits to the scheme. Deferred acquisition costs are measured at the lower of cost and recoverable amount. A write down to recoverable amount is recognised where the presen t value of expected fut ure cl aims including settlemen t costs in rel ation to bu si ness written to the reporting date exceeds related ea rned premiums. Deferred acquisition costs are amortised over the financial years expected to benefit from t he expenditure.
Fire Brigade Charges
In New South Wales, Victoria and Western Australia, fire service levies received or receivable from pol icy holders are incl uded in premiums. A liability for fire brigade and other charges is reco gnised on business w ritten to the reporting date, regardless of whether assessments have been issued by the appropriat e aut hority. Levies and charges payable by t he organisation are expensed on the same ba sis as the recognition of prem ium revenue, with the portion relating to unearned premium being recorded as a prepa ym ent.
Receivables
All bad debts are written off in the period in w hich they are identified and a provision is rai sed for an y doubtful debts based on a review of all overdue accounts.
t Prepayments
Th e amount show n for prepayments does not in cl ude amounts relating to any employee entitlements . The
department has adopted a $1 000 threshold for the recognition of prepayments.
u Administered The revenues desct'ibed {n are revenue? tci'the core operating performed by the
Agency on behalhlf the,:ComiJlO nwealth. ,,,
Administered Appropriations
Appropriations expenses are aS"revenue tO'" the extent that expenses have been incurred up to any, of ei)ch appropriation.
Other Reven ue
Amounts shown in'the Schedule of Admihistereq Revenues and Expenses consists of miscellaneous · income.
v Administered Financial Instruments
Accounting administered financial are stated at Note 42.
w Administered Grants The Department administers a number of grant schemes on behalf of the Commonwealth.
Where the has into grant ai)reements, payment of these grants covers only the financial
year in which,1he agreements a,r.e made .. grants ex,pensed in the year in vvhich t he grant agreement is 'made. The amounts recognised are the full amounts subject to the agreements.
x Administered Investments
Administered investments in controlled entities are not consolidated because their consolidation is relevant only at whole of government leve l.
The investment in other controlled entities in the portfolio is valued at the aggregate of the
Commonwealth's sha re of net assets of each entity fixed as at 30 June 1997, as adjusted for any subsequent capital injections or, withdrawals.
The amount recoroed in the Department's books for Administered Investments has been decreased this year by $21 636 due to the f act that a change in accounting policy has resulted in the Defence Service Homes Insurance Scheme now being disclosed as a departmental operation.
y Administered Receivables The amountfor receivab les includes overpayments of pensions or other benefits which are being recovered by deductions from future benefit payments.
All bad debts""are written off in the period in which they are identified and a provision is raised for any doubtful debt s based on a review of all overdue acco unts. A provision has been made for doubtful debts for pension overpayments based on the average percentage waivers and write-offs processed during the past two financial years (7.55%). A provision has also been made for recoveries of cost of t reatment at a rate of
10%. An arribunt is also included as receivable for pensions paid on behalf of the Department of Family
D E P A R T M E N T
334
0 F V ETE R ANS' A FF A IR S
I Appendix I
and Community Servic;es ( FACS) Jhe department pays on behalf of
monthly basis. The amownt shown as receivables is the ba lance outstanding at 30June 2001' · ·
z Administered Provisions
The as ,;Health Care Payments" Giabilities is
estimate of the liability outstanding for reimbursem*nt of eligible treatment claims on the Treatment Accounts System (TAS)as,at 30 JHne 2001. Last year was estimated orp}n payments relating to the' previous year as a percentage of the total payments processed in the current year.
(2000; $173 85 1000). ,,, p⢠.. ⢠F ,,
This year an actuarial assessment has bee·n undertaken tn sUitably predicting the approximate amount of outstanding clai ms as at 30 June 2001 that will be years . Based on <-assessn at="" ils="" june="" provision="" the="">-assessn>
&
&
&
&
&RMC
&
&FS
&
&PI
&
&
&&
&
&
&
&
&
&
&&
&&
&
&
&
&
&
&
&
&&
&&
&&
&&&
&
&
&
&
&
&
&
&
&
&&
&
&
&
&&
&
&&
&&S
&
&S&
&
&
&&
&
&&
&
&
&&
&
&&
&
&
&S&&
&
&&
&
&
&
&
&
