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FAQs

HOW IT WORKS

We know you’ll have questions and it’s our goal to make this process as simple and stress-free as possible. Below, we've compiled a list of frequently asked questions. Simply click on each question to view the answer. We will continue to update this page with more questions and answers, so be sure to check back regularly for the information you need.

If you can’t find the answer you’re looking for, we’re available to help. Please use our contact form to get in touch or book a chat with us.

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Anyone who has served for one day or more, full-time with the Australian Defence Forces is eligible, regardless of where you currently reside. If you have injuries or illnesses related to your Australian Defence Force service, Advocates Online is here to help. If you’ve been medically discharged or are in the process of being medically discharged, Advocates Online can assist you.
Yes, there is a fee. However, just like hiring a tax specialist to maximize your return, working with Advocates Online ensures you receive all the benefits you're entitled to—some of which you might not be aware of, or know how to claim. The cost is discussed during your no-obligation call, and the value we provide in handling the complexities of our client’s claims has proven time and again to be well worth the investment.
If you are currently in hospital for mental health care, we ask that you wait until you are home and feeling more settled before booking your intake session. Similarly, if you have had a general anaesthetic within the past 7 days, it's best to allow your system time to fully recover before speaking with us.
Your wellbeing is our top priority, and we want to ensure you’re in a clear and stable frame of mind when beginning this process. If you’re unsure about when to book, feel free to reach out—we’re here to support you.
Simply click on the booking link to schedule a free intake consultation with one of our Senior Consultants.
Book a chat!
After reviewing and signing the legal agreement, you will have a five-day cooling-off period. Once this period ends, your case will be assigned to the appropriate members of the AO team depending on your needs (DVA, ADF MD, CSC). They will review your intake, create and discuss strategy, gain your approval and execute the actions. Now will be a scheduled follow-up discussion to go over the next steps. The team will provide you with the plan, including estimated timeframes for processing, may request preliminary treatment access on your behalf, and will confirm your preferred method of communication. This is a process we need you to be responsive to and stay engaged. We know it takes time but while you wait it is crucial to continue accessing treatment.
We want you to have agency over the significant personal, financial, and legal matters you are entrusting us to administer on your behalf. The cooling off period is in place to give you time to consider your decision without pressure. It ensures that you have the opportunity to fully understand the terms of the agreement and reflect on your commitment before we move forward.
Once you and the advocate agree on the claims to be submitted, they will complete the submission to DVA within 48 hours. After submission, you will receive a confirmation email notifying you that the claims have been sent. From there, it’s mainly a waiting period, during which you can focus on your health and well-being by utilizing the PAMT and treatment requests.
Making a submission to CSC is a little different. An initial submission is made with date, retiring impairments & employment history. This enables the CSC to request ADF & DVA documents & for AO to gather more supporting evidence. Timelines are variable but if the signed documents, ID & employment history are complete the initial submission can be made within 2 weeks. The bulk of the other evidence can be dependent on medical providers, your employers etc. Next one of our Case Officers reviews everything to complete your submission. AO then work with CSC to ensure your case is reviewed when they assign the case, this can be a 4 – 18 month wait.

CLAIM FAQS
Q: Is it too late to make a DVA claim for old service injuries?

A: No. Australian DVA legislation does not impose a general statute of limitations for service-related compensation claims, so a veteran can lodge a claim years or even decades after service and DVA will assess it on its merits. Many successful retrospective claims have been accepted where evidence supports a service connection.

Q: Why do veterans believe the DVA claim window has closed?

A: The myth usually comes from confusion with civil personal injury law, workplace compensation schemes like WorkCover, or insurance time limits. Some veterans were incorrectly told at discharge or by well-meaning professionals that they had missed a filing period, but those statements do not change the legislative rules governing DVA claims.

Q: What do the 1 July 2026 changes mean for people wanting to lodge late claims?

A: The 1 July 2026 transition affects which legislation governs new claims rather than whether you can claim at all. From that date VEA and DRCA will no longer accept new claims and new claims will be determined under the unified MRCA framework updated by the Veterans' Entitlements, Treatment and Support (Simplification and Harmonisation) Act (the VETS Act); existing VEA or DRCA entitlements already in payment are protected.

Q: Can a successful late claim result in retrospective entitlements or back payments?

A: Yes — retrospective cases have succeeded and sometimes covered service from decades prior. Whether past entitlements or payments are awarded depends on DVA’s assessment of the evidence and the merits of the claim, so outcomes vary case by case.

Q: How does DVA assess older conditions or claims lodged many years after service?

A: DVA assesses late claims on the same core questions as any claim: whether the condition exists, whether it is connected to service, and whether the available evidence supports that connection. The timing of discharge or how many years have passed is not itself a threshold eligibility criterion.

Q: What evidence should I collect to build a credible retrospective DVA claim?

A: Collect service records, medical records (GP and specialist notes), contemporaneous reports or incident records, and any witness statements that support a service connection. Expert medical opinions and clear documentary evidence strengthen older claims, and organisations like Advocates Online Australia can help identify gaps and assemble supporting material.

Q: How do I start a late DVA claim and where can I get help if I’m unsure?

A: You can lodge a claim with DVA at any time and request that they assess it under the appropriate legislation; after 1 July 2026 new claims will be processed under MRCA/VETS Act. If you’re unsure how to proceed, contact DVA or a veterans’ advocacy service such as Advocates Online Australia for guidance and help preparing the evidence — don’t assume it’s too late.