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Schedule 20 to 
MoU between Defence and DVA 
For the Cooperative Delivery of Care and Support 
Date of Schedule: 5 July 2022 
SCHEDULE 20 
ARRANGEMENTS FOR ACCESS TO, OR THE DISCLOSURE OF, 
CERTAIN PERSONAL INFORMATION   
Cover Sheet 
Description of Services/Agreement: 
This Schedule sets out the arrangements under which Defence and DVA provide access to, or 
disclose, certain Personal Information held digitally in specified Departmental information 
systems. 
The Schedule details the scope of, and processes and protocols that underpin, such access, or 
disclosure as well as setting out the obligations placed on both Departments in respect of the 
associated administration.  
The Schedule also establishes the compliance arrangements associated with such access and 
details the relevant points of contact and escalation processes to be used in the event of a 
disruption to the agreed access arrangements. 
Key Points of Contact/Authorised Officers: 
Defence
DVA
Position 
Director General Veterans’ 
Assistant Secretary Claims 
Support 
Assessment and Management 
Postal Address 
s47E(d)
  
GPO Box 9998 
Brindabella Park Offices 
Brisbane QLD 4001 
PO Box 7927 
Canberra BC  ACT 2610 
Telephone 
s47E(d)
s47F
E-mail
s47E(d)
@defence.gov.au 
s47F
@dva.go.au  
Expiry Date: 5 July 2027 
Defence FOI 397/23/24 
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Date of Schedule: 5 July 2022 
 
 
ARRANGEMENTS FOR ACCESS TO, OR THE DISCLOSURE OF,  
CERTAIN PERSONAL INFORMATION   
 
This Schedule sets out the arrangements under which the Department of Defence (Defence) and 
Department of Veterans’ Affairs (DVA) provide access to, or disclosure of, certain Personal 
Information held digitally in specified Departmental information systems. 
 
This Schedule takes effect once signed by both Parties and incorporates the provisions, of the 
Memorandum of Understanding (MoU) between Defence and DVA for the Cooperative 
Delivery of Care and Support. 
 
Schedule Number: 20 
 
Title: Arrangements For Access To, Or The Disclosure Of, Certain Personal Information  
 
Description of Services/Agreement:  
 
Defence and DVA are committed to sharing relevant information to: 
a. 
ensure that assessment and determination of claims occurs in a timely manner and as 
close as possible to the time the injury, and  
b. 
enable the delivery of the appropriate care and support.   
 
Providing efficient and timely access to, or the disclosure of, certain Personal Information held 
digitally in specified Departmental information systems supports this commitment. Such 
access, or disclosure, removes bottlenecks in information flows, reduces the burden on both 
Departments in sourcing information relevant to considerations, improves the timeliness of 
determinations and facilitates the efficient dissemination of claims-related documentation. 
More importantly, more efficient and timely access, or disclosure, directly benefits current and 
former members and their families. 
 
The Schedule details the scope of, and processes and protocols that underpin, such access or 
disclosure as well as setting out the obligations placed on both Departments in respect of the 
associated administration.  
 
Access to personal information held within either Department will be by either individual direct 
access or through established system to system integration. Where specific requirements 
associated with any data exchange need to be detailed and agreed, as is the case in system to 
system integration, a Data Management Agreement (DMA) will be required.  Once signed by 
both parties, DMAs associated with information exchange under this Schedule automatically 
become part of this Schedule. In order to prevent the need to update Schedule 20 each time a 
DMA is agreed, each related DMA will need to reflect that it is an Attachment to Schedule 20. 
 
The Schedule also details the relevant points of contact and the escalation processes to be used 
in the event of a disruption to the agreed access arrangements. 
 
Start Date 5 July 2022 
 
End Date:  5 July 2027 
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Glossary of Specific Terms 
For the purposes of this Schedule, the following definitions apply: 
a. 
A Claim is a claim submitted to DVA for compensation, a pension and/or benefit/s under 
the  Veterans' Entitlements Act 1986 (VEA), the Safety, Rehabilitation and Compensation 
(Defence-related Claims) Act 1988 (DRCA) the Military Rehabilitation and Compensation Act 
2004 (MRCA), or the Australian Participants in British Nuclear Test and British 
Commonwealth Occupation (Treatment) Act 2006 (BNTBCOF Act). 
b. 
An Application is an application submitted to DVA for services, support or benefit other 
than that provided for under the VEA, DRCA or MRCA 
c. 
Relevant Acts are the VEA, DRCA, MRCA or BNTBCOF. 
d. 
Personal Information  Personal information is defined in Section 6(1) of the Privacy 
Act 1988 as ‘information or an opinion about an identified individual, or an individual who is 
reasonably identifiable: 
1) 
whether the information or opinion is true or not; and 
2) 
whether the information or opinion is recorded in a material form or not. 
For the purposes of this Schedule, Personal Information includes relevant Sensitive 
Information. 
e. 
Sensitive Information is defined in Section 6(1) of the Privacy Act 1988 as:  
1) 
information or an opinion about an individual's:  
i. 
racial or ethnic origin; or  
ii. 
political opinions; or  
iii. 
membership of a political association; or  
iv. 
religious beliefs or affiliations; or  
v. 
philosophical beliefs; or  
vi. 
membership of a professional or trade association; or  
vii.  membership of a trade union; or  
viii.  sexual orientation or practices; or  
ix. 
criminal record;  
 
that is also Personal Information; or  
2) 
health information about an individual; or  
3) 
genetic information about an individual that is not otherwise Health Information; or  
4) 
biometric information that is to be used for the purpose of automated biometric 
verification or biometric identification; or  
5) 
biometric templates.  
f. 
Health Information means:  
1) 
information or an opinion about:  
i. 
the health, including an illness, disability or injury, (at any time) of an 
individual; or  
ii. 
an individual's expressed wishes about the future provision of health services 
to the individual; or  
iii. 
a health service provided, or to be provided, to an individual;  
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iv. 
that is also personal information; or  
2) 
other Personal Information collected to provide, or in providing, a health service to 
an individual; or  
3) 
other Personal Information collected in connection with the donation, or intended 
donation, by the individual of his or her body parts, organs or body substances; or  
4) 
genetic information about an individual in a form that is, or could be, predictive of 
the health of the individual or a genetic relative of the individual.  
g. 
Staff means, for the purpose of this Schedule, ongoing and non-ongoing employees, 
contractors and consultants employed, or engaged, by DVA or Defence. 
h. 
Authorised Officers means, for the purpose of this Schedule, those individuals 
occupying the positions identified in Part I of this Schedule.  
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PART A:  ACCESS REQUIREMENTS  
Background 
1. 
Under the 2010 Support for Injured or Ill Project (SIIP), Defence conducted an audit of the 
systems supporting injured and ill ADF members. While the SIIP report concluded that the support 
systems were effective, it noted that arrangements were complex and support stove-piped and that 
further improvements could be made. To that end, the report recommended the development of a 
coordinated and integrated system of support that extends across both Defence and DVA.  
2. 
The SIIP report made 31 recommendations which were implemented under the retitled 
Support for Wounded, Injured or Ill Program (SWIIP), a joint Defence/DVA body of work.  
3. 
Included in the 31 recommendations were a number of recommendations aimed at enhancing 
information management and sharing within and between Departments. Specifically, the report 
recommended Defence and DVA develop processes and/or technology solutions to enhance sharing 
of information relating to injury or illness between Departments with a view to streamlining and 
simplifying claims handling. Work to implement this recommendation is now largely complete. 
Purpose 
4. 
This Schedule sets out the arrangements under which Defence and DVA provide access to, or 
disclosure of, certain Personal Information held in specified Departmental information systems in 
order to ensure that each Department can effectively and efficiently meet both its statutory and/or 
functional obligations and commitments under the MoU. 
Scope 
5. 
The scope of this schedule is limited to that Personal Information to which access to, or the 
disclosure of, has been agreed and there is a legitimate basis for such access or disclosure. 
6. 
Further, this Schedule also:  
a. 
sets out the obligations placed on both Departments in respect of the ongoing administration 
associated with such access or disclosure;  
b. 
establishes an agreed compliance arrangement associated with such access or disclosure.; and 
c. 
details the relevant points of contact and escalation processes to be used in the event of a 
disruption to the agreed access arrangements. 
7. 
The scope of this Schedule only extends to Personal Information either: 
a. 
held digitally in specified systems or  
b. 
disclosed through the Single Access Mechanism (SAM) in accordance with Schedule 17 to 
the MoU.   
8. 
To the extent that there is any inconsistency between Schedule 17 and Schedule 20 
concerning arrangements for access or disclosure, the provisions of Schedule 20 will prevail. To the 
extent of any inconsistency between Schedule 20 and the Data Management Agreement between 
the Department of Defence and the Department of Veterans’ Affairs and the Commonwealth 
Superannuation Corporation of 1 March 2021 (the DMA),  the DMA will take precedence.  
9. 
Exclusion. The scope of this Schedule excludes the exchange, or disclosure, of personal 
information held on systems other than those detailed in paragraphs 10 and 12, outside the 
arrangements detailed in paragraph 11, operationally sensitive information or information in support 
of Defence housing subsidies which are administered by DVA on behalf of Defence. 
DVA Information Requirements  
10.  To meet DVA’s statutory and/or Departmental functional obligations, DVA requires access 
to, or the disclosure of, Personal Information held in, or sourced from, the following Defence 
information management systems and/or databases: 
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a. 
Defence One/PMKeyS to source Personal Information required to: 
1) 
support the determination process for a Claim under one or more of the relevant Acts;  
2) 
determine if a member has rendered Qualifying Service,  
3) 
issue a Non-Liability Health Care White Card  
4) 
finalise an Application, other than a Claim and/or 
5) 
establish a relationship with a member as early in their career as practical.  
b. 
Safety, Trend Analysis and Reporting Solution (STARS), to source incident data required 
to support the determination process associated with a Claim or Application. 
c. 
Single Access Mechanism Request Management System  (SAM RMS), to receive 
electronically information not directly available through system to system access, or where 
Defence is required to exercise judgement or interpret policy, to support the determination 
process associated with a Claim or Application. 
d. 
Defence eHealth System (DeHS) to source a member’s Health Information either following 
receipt of a Claim or Application or prior to receipt of a Claim or Application but with the 
member’s written consent. 
e. 
ForceNet, to facilitate the transfer of large digital files whenever necessary and for 
communications with ForceNet users.   
11.  Access to Personal Information in the systems detailed in paragraph 10 is either by system to 
system integration or individual direct access. 
a. 
System to System Access. DVA access to, and Defence’s disclosure of, Personal Information 
held digitally in either Defence One/PMKeyS or STARS or sourced through the SAM RMS, 
is achieved through secure web services introduced under the Defence DVA Electronic 
Information Exchange Project (DDEIE) and Single Access Mechanism Request management 
System (SAM RMS) projects. The arrangements that underpin the disclosure of this Personal 
Information is detailed in Attachment 1 to this Schedule 20 (Data Management Agreement 
between The Department of Defence, The Department of Veterans’ Affairs and the 
Commonwealth Superannuation Corporation)(the DMA). The DMA will take precedence 
over this Schedule 20. 
c. 
Individual Direct Access. Individual direct access may be granted to certain Defence 
systems: 
1) 
PMKeyS and/or STARS.  Access to PMKeys or STARS requires a DPN account and 
are accessed through DREAMS.  Access is provided in accordance with Annex A, 
which sets what access specified DVA staff have been granted, and the general terms, 
conditions associated with that access, and Annex B which details the agreed processes 
to gain and manage such access.  
2) 
DeHS and ForceNet. As DeHS and ForceNet are both web-based platforms, there is no 
system to system integration between Defence and DVA. As such, access is limited to 
individually-authorised DVA staff using commercially available Browsers. Access to 
DeHS or ForceNet is based solely on a DVA staff member’s role/need to know and 
access is to be removed once a staff member no longer has a legitimate need. Access is 
provided in accordance with Annex A, which sets what access specified DVA staff have 
been granted, and the general terms, conditions associated with that access, and Annex 
B which details the agreed processes to gain and manage such access.  
 
Defence Information Requirements 
12.   Defence requires DVA to discloses to Defence, via system to system integrated web service, 
details of all claims submitted and, where allowed, the resulting determinations. Details of the 
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Defence claim and determination requirements and the authority on which such disclosures are 
made,  are set out in the DMA at Attachment 1. 
13.  Access to DVA ICT systems is limited to the Defence Liaison Officer, access requirements 
are set out in Work Placement signed on 2 Jun 21 (Attachment 2). 
 
Services Australia (SA) Access  
14.  Defence and DVA data accessed, or disclosed, under this Schedule, and associated DMAs, 
will be carried through ICT systems managed and operated by SA as SA is responsible for 
delivering DVA’s ICT services. 
15.  DVA will work with its ICT provider (SA) to ensure there is no unauthorised or unlawful 
access by SA staff to the Personal Information of Defence Members, in accordance with the DMA. 
 
PART B:  GENERAL TERMS AND CONDITIONS FOR ACCESS  
16.  The provision of access to, or disclosure of, Personal Information held on a Departmental 
information system is to be provided in accordance with the Terms and Conditions set out in this 
Part of Schedule 20. 
17.  Privacy. All access to, or disclosure of, Personal Information held within a Departmental 
information system must be compliant with the Privacy Act, 1988 and, where relevant, the DMA at 
Attachment 1. 
18.  Security/Need to Know. Each Department is individually responsible for ensuring: 
a. 
that access to Personal Information accessed, or disclosed, under this Schedule is only 
available to staff who have a legitimate need; and 
b. 
all staff who are granted access to data accessed, or disclosed, under this Schedule have, as a 
minimum,: 
(1) 
the security clearances relevant to the type of access or disclosure: 
(a)  for information accessed or disclosed under system to system access, the relevant 
security clearance requirements set out in the DMA at Attachment 1  
(b) for individual direct access, the minimum security clearance is a valid Baseline 
security clearance; and 
(2) 
completed the respective Departmental training in privacy and information security, 
plus any additional training specified in the relevant Annex to this Schedule. 
19.  Relevant Points of Contact    
a. 
Individual access: The relevant Help Desks associated with individual direct access are 
detailed in Annex C to this Schedule 20. DVA staff are encouraged to use these contacts in 
the first instance but if there are issues the refer the matter to the Departmental Points Of 
Contact (DPOC): 
(1) 
Defence DPOC: s47E(d)
@defence.gov.au 
(2) 
DVA DPOC: xxx.xxx.xxxx.xxxxxxxxx@xxx.xxx.xx   
20.    System to System Information Sharing Arrangements: the POCs are detailed in the 
DMA, a copy of which is at Attachment 1.    
21.  Dispute Resolution/Escalation Processes. In addition to the arrangements for dispute 
resolution set out in the MoU, Annex C to this Schedule 20 details the agreed dispute resolution 
escalation processes applicable to the provision of access to, or disclosure of, Personal Information. 
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22.  Individual Direct Access Account Sponsorship.  
a. 
DPN, PMKeyS, STARS, DeHs and ForceNet.  As only DVA can verify an applicant’s need 
to access to the DPN, PMKeyS, STARS, DeHS or ForceNet, and confirm that the applicant 
has the necessary security clearance and has completed all prerequisite training, the DVA 
POC is to sponsor all DVA requests to create, modify and cancel user registration requests.. 
b. 
DVA ICT systems. Arrangements to support access to the DVA ICT systems for the Defence 
Liaison Officer are set out in the Agreement between the Department of Defence and the 
Department of Veterans’ Affairs for Work Placement signed on 2 Jun 21. 
23.  Individual Direct Access Management.    Each Department is to ensure appropriate 
management arrangements are put in place to: 
a. 
manage individual access to the other Department’s information systems, including the 
submission of all applications to the relevant authority, and the recording of related 
information including the individual’s details, the specific access required, the date access is 
first required and any subsequent changes in individual access requirements including the 
cessation of an individual’s legitimate need for access; 
b. 
inform the providing Department of all changes to staff access granted under subparagraph 
23a, including changes in individual access requirements and the cessation of an individual’s 
legitimate need for such access;  
c. 
track the allocation, within the respective Departments, of access tokens and/or any other 
hardware provided by the host Department; 
d. 
advise the other Department of the allocation and return of all access tokens to allow for the 
disassociation of each token from the relevant account, and the secure storage until they can 
be reallocated; 
e. 
immediately report any security or privacy breaches associated with access under this 
Schedule to the other Department;   
f. 
conduct regular random auditing of access to the other Department’s information systems to 
confirm that all requirements of the Privacy Act 1988 (the Privacy Act), including Schedule 1 
of the Privacy Act being the 13 Australian Privacy Principles, and this Schedule are being 
complied with;  
g. 
report the results of such audits to the other Department’s POC including any security or 
privacy breaches and the resulting action; and 
h. 
provide the other Department information and data necessary to fulfil their obligations under 
this paragraph. 
24.  System to System Access Management. Access management for Personal Information 
disclosed through system to system integration is in accordance with the DMA at Attachment 1. 
25.  Stakeholder Engagement.  The Department responsible for the collection, storage and 
management of Personal Information that is subject to access or disclosure under this Schedule is 
to: 
a. 
formally recognise the other Department as a key stakeholder in the management of the 
relevant information system and/or access and disclosure arrangements; 
b. 
ensure the other Department is advised of all proposed process and procedural changes that 
may impact their access to or use of systems, or impact their responsibilities under this 
Schedule, prior to the implementation of any change within a reasonable period to provide 
input into any change and prepare for any changes to business or other processes; and 
c. 
ensure that the other Department is consulted on system changes that impact their use of the 
system ahead of any system change within a reasonable period to provide input into any 
change and prepare for any changes to business or other processes  

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PART C: FACILITIES AND ACCOMMODATION REQUIREMENTS
DVA Standing Requirements
26.
Select DVA staff have a standing requirement to access current and former ADF members’
Personal Information held by Defence where they have the member’s informed consent or where 
permitted under legislation.  Access to this information can be achieved through the DPN either 
from a workstation on a Defence establishment or via remote access through the use of DREAMS.
27.
Remote access to either DREAMS or DVA ICT systems may not be possible from all 
Defence facilities, due either to the physical nature of the facility or for security reasons, and may 
require the provision of a dedicated DPN desktop Personal Computer (PC) in standard 
configuration. 
28.
All applications by DVA for a dedicated DPN desktop PC in standard configuration are to be 
requested via the CIOG ICT Service Request Catalogue. Access to the DPN CIOG ICT Service 
Request Catalogue can be found at s47E(d)
 
29.
Alternatively, DVA can seek support from the relevant team from Defence’s Directorate of 
Regional ICT. Details of the regional points of contact are:
a.
ACT :
s47E(d)
@defence.gov.au
b.
East: 
s47E(d)
@defence.gov.au
c.
North East:
s47E(d)
@defence.gov.au
d.
North West:
s47E(d)
@defence.gov.au
e.
South East:
s47E(d)
@defence.gov.au
f.
South West:
s47E(d)
@defence.gov.au
30.
On receipt of such an ICT Service Request, CIOG is to arrange for dedicated access to a DPN
desktop PC in standard configuration providing it is practical to do so. 
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31.  Desktop PCs are to be located within the on-base workspace allocated by Defence for use by 
DVA staff.  The costs associated with the provision of DPN desktop PCs remain the responsibility 
of DVA unless otherwise agreed. 
32.  Should CIOG determine that the provision of dedicated access to a DPN desktop PC is not 
practical for any reason, CIOG should liaise with the applicant to determine an alternate solution, 
including the provision of a Defence Protected Laptop.  Costs associated with the implementation 
of an alternate solution remain the responsibility of DVA.   
Defence Requirements: 
33.  The only Defence facilities and/or accommodation requirements under this Schedule are in 
relation to the Defence Liaison Office and are detailed in the Agreement between the Department of 
Defence and the Department of Veterans’ Affairs for Work Placement signed on 2 Jun 21. 
 
PART D:  FUNDING RESPONSIBILITY  
34.  Access to, or the disclosure of, personal information under this Schedule is to be provided at 
no cost to the Department seeking the information. 
35.  Noting the agreement to consult on systems changes under paragraph 25 of this agreement, 
the cost associated with the development, modification, provision, licencing and/or installation of 
any hardware, software or web services necessary to facilitate such access, or disclosure, is the 
responsibility of the Department seeking the information unless otherwise agreed.  
36.  Where applicable, the cost associated with the provision of hardware and software remain the 
responsibility of the requesting Department but is to be in accordance with the providing 
Department’s standard internal pricelists/charges. All initial hardware and software costs are to 
include ongoing support. 
 
PART E:  PERSONNEL REQUIRED 
37.  There are no additional personnel requirements associated with this Schedule. 
 
PART F:  MONITORING AND EVALUATION  
38.  The Authorised Officers are responsible for ensuring that this Schedule is reviewed, and 
amended where required, at least annually from the commencement date to ensure its continued 
validity and accuracy.  A summary of each annual review is to be provided to the Defence DVA 
Links Steering Committee.  
 
PART G:  PERFORMANCE MEASURES AND STANDARDS  
39.  There are no specified performance measures or standards applicable to this Schedule. 
 
PART H:  SPECIAL PROVISIONS  
40.   
41.  The Parties agree that during the term of this Schedule 20, Attachments can be agreed 
between the Parties and once signed by both Parties’ Authorised Officers, automatically form part 
of this Schedule 20 as the next numbered Attachment. 
PART I:  AUTHORISED OFFICERS AND ADDRESSES FOR NOTICES  
42.  The Authorised Officers for this Schedule are: 
 
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Defence DVA 
 
Position  
Director General Veterans’ Support 
Assistant Secretary Claims 
Assessment and Management 
 
 
 
s47E(d)
Postal 
 
GPO Box 9998 
Address  
Brindabella Park Offices 
Brisbane QLD 4001 
 
PO Box 7927 
 
Canberra BC  ACT 2610 
 
Telephone 
s47E(d)
s47F
E-mail 
s47E(d)
@defence.gov.au 
s47F
@dva.gov.au  
 
Signatures  
 
Signed for and on behalf of the Department of Defence by the Director General Veterans’ 
Support 
s47E(d)
 
 
 
 
 
 
Date: 2022.07.05 
 
_____________       __/__/__ 
14:33:23 +10'00'
 
 
 
Signed for and on behalf of the Department of Veterans’ Affairs by the Assistant Secretary 
Claims Assessment and Management 
 
 
 
 
 
                                          _______________________       __/__/__ 
 
 
Defence FOI 397/23/24 
Document 2
Annexes:  
A. 
Defence Information Systems To Which DVA Has Been Granted Access 
B. 
Agreed Processes To Access to Defence Information Systems 
C. 
Help Desk Points Of Contact And Escalation Processes 
D. 
Authorised Sponsors 
 
Attachments: 
1. 
Data Management Agreement between The Department of Defence, The Department of 
Veterans’ Affairs and the Commonwealth Superannuation Corporation  
2. 
Agreement between the Department of Defence and the Department of Veterans’ Affairs for 
Work Placement signed on 2 Jun 21 
Defence FOI 397/23/24 
Document 2
Annex A 
To Schedule 20 of 
Defence/DVA MoU 
 
DEFENCE INFORMATION SYSTEMS TO WHICH DVA HAS BEEN GRANTED ACCESS 
 
1. 
This Annex details the Defence Information Systems to which DVA has been granted access 
and sets out the approved level of access. This Annex may be amended by agreement of the 
Authorised Officers to reflect changes in the type and level of access without the need to re-sign the 
Schedule. 
 
2. 
DVA access to and the disclosure of Personal Information from, Defence Information Systems 
is either through system to system integration or via Individual Direct Access. 
 
System to System Integration 
 
3. 
The Defence DVA Electronic Information Exchange Project (DDEIE) has integrated select 
DVA ICT systems with PMKeyS and the Safety Tracking, Analysis and Report Solution and 
provide a Very Large File transfer capability while the Single Access Mechanism Request 
Management System Project has integrated the DVA request and Defence response functions.   Full 
details of the access to, and disclosure of, Personal Information through this system to system 
integration is set out in the DMA at Attachment 1. 
 
Individual Direct Access  
 
4. 
Defence Protected Network (DPN) Access to Defence One/PMKeyS requires access to the 
DPN using a DREAMS token.  Details of how to gain access to the DPN is set out in Annex B.  
DVA access to the DPN is as follows: 
 
 
Comments 
DPN 
Access  Basis 
Access Granted  
Restrictions   including 
Roles 
Profile 
mandatory training 
Corporate Directory; Pay 
and Conditions; ADF Pay 
& Conditions Manual 
(PACMAN); ADFPAY; 
Defence Force 
Read only 
Remuneration Tribunal 
Access granted 
(including  Nil 
(DFRT); DEFGRAMs; 
to DVA staff 
Print/Export) 
 
DVA  Defence Force Salary & 
with legitimate 
DPN 
Access  Allowance Accounting 
access 
 
 
Circulars (DEFSAACs); 
requirements  
and Army manual. 
 
 
Intranet, MS Outlook, 
Full  
Word, Excel, and Campus. 
For access to training 
CAMPUS Full 
courses 
 
 
 
 
 
 
Defence FOI 397/23/24 
Document 2
 
5. 
Access to Defence One/PMKeyS. Access to Defence One/PMKeyS is granted to select DVA 
Staff to allow them to verify the validity of a Claim or Application and to source relevant data to 
allow a DVA delegate to make a determination in relation to a Claim or Application.  Access is 
granted under two discrete profiles, one associated with the payment of military compensation and 
the other in relation to the determination of a claim. Details of how to gain access to Defence 
One/PMKeyS is set out in Annex B. DVA access is as follows: 
  
Access 
Basis Defence 
Access Granted  
Restrictions 
Comments 
Profile 
One/PMKeyS 
including 
Roles 
mandatory 
training 
'Browser' access 
Individual 
is granted to 
Readiness 
Nil 
approved DVA 
 
staff to allow 
Operational Log 
Nil 
them to confirm 
 
the validity of a 
Pre- PMKeyS data 
Nil 
request 
MAP1_R_DVA
 
submitted to 
SAM 
Contract data  
Nil 
DVA.   
 
 
 
 
Accomplishment 
This access 
 
History  
Nil 
allows approved 
 
 
DVA staff to 
 
Job data 
view Job Data, 
 
Nil 
 
Op Log, Pre-
 
TrainingTraining 
 
PMKeyS 
 
 
Nil 
Service 
 
Student Training 
Nil 
Details and 
 
Attendance 
Individual 
 
Nil 
History Summary 
Read only 
DVA 
Readiness.   
 
Training Day 
(including 
SAM 
 
 
Nil 
Balance Summary 
Print/Export) 
They do not 
HCP1_R_DVA
ADO Employee 
have access 
SAM 
Nil 
Pay Attributes 
to emergency 
 
contacts, leave 
 
or pay data.   
 
 
 
Once approved 
 
DVA staff have 
 
confirmed that 
 
the client is a 
 
bonafide 
MAA1_R_DV
Archived Data 
Nil 
claimant they 
ASAM 
will then raise 
 
paperwork via 
Defence SAM 
team to 
investigate 
further if 
required. 
A-2 
Defence FOI 397/23/24 
Document 2
 
6. 
 Access to Work Health Safety (WHS) Data. Access to the Safety Trend Analysis and 
Reporting Solution (STARS) is granted to select DVA staff to allow them to access Defence data 
relating to a WHS event relevant to the determination of a Claim or Application.  Details of how to 
gain access to STARS is set out in Attachment B. 
Access 
Basis STARS 
Access 
Restrictions Comments 
Profile 
Roles 
Granted  
Access granted 
to allow 
Defence 
approved DVA 
data within 
 
staff to access 
Read Only 
DVA 
STARS 
STARS  event reporting 
(Including 
Nil 
SAM 
including 
 
relevant to 
Print/Export) 
Personal 
claims under 
Information. 
consideration by 
DVA. 
 
7. 
Access to Defence Organisation's Corporate Learning Management System (CAMPUS). 
Users with DPN access will automatically have access to CAMPUS. 
 
8. 
Access to the Defence eHealth System (DeHS). Access to DeHS is granted to select DVA 
staff to allow them to access Defence Health Information relevant to the determination of a Claim 
or Application. Details of how to gain access to DeHS is set out in Annex B. 
Access 
Basis DeHS 
Access Granted   Restrictions 
Training 
Comments 
Profile 
Role 
Required 
Read Only 
 
 
Consultation 
Access granted 
(Including 
data 
to DVA Staff 
Print/Export) 
 
to facilitate 
Read Only 
 
 
DeHS 
DVA 
Medical 
consideration 
(Including 
 
Records 
of a Claim or 
Print/Export) 
Application. 
Confidentiality 
Override 
 
 
Policies 
Policy Only 
 
9. 
Access to ForceNet. Access to ForceNet is granted to select DVA staff to allow File sharing 
between the DCO and the DVA Single Access Mechanism (SAM) teams and DVA (including Open 
Arms) communications with ForceNet users. 
a. 
In both cases, DVA staff registered on ForceNet will be provided a permanent user account 
but are to limit their use of ForceNet to the Group associated with the basis for their access.  
DVA staff registered on ForceNet are not to seek to join any other ForceNet groups without 
specific approval from the ForceNet Capability Coordinator. 
b. 
ForceNet File Transfer.  Prior to the introduction of the Single Access Mechanism Request 
Managements System (RMS), approval was granted for the use of the existing file transfer 
capability within the ForceNet application to expedite the sharing of files (up to 
Official/DLMs) with select staff employed within DVA (and CSC). File sharing is actioned 
through a dedicated closed group within ForceNet. Following the introduction of the RMS, 
file transfer via ForceNet will be retained as a backup to the integrated solution. 
(1) 
Membership of this group will controlled by the Assistant Director, Defence Single 
Access Mechanism (SAM) and limited to: 
A-3 
Defence FOI 397/23/24 
Document 2
 
i. 
Defence SAM users, consisting of Australian Public Service (APS ongoing and 
non-ongoing) and contractors (with ODS numbers). 
ii. 
Invited DVA SAM team members, consisting of APS and contractors working 
within the DVA SAM Team. 
(2) 
Defence SAM is responsible for creating and managing the closed professional 
‘ForceNet Defence SAM – DVA’ group with 'Members Only' access and for sponsoring 
DVA SAM staff registration on ForceNet. 
(3) 
The DVA POC is responsible for verifying that DVA staff applying for ForceNet 
registration are employed in the DVS SAM team and have a genuine business need for 
such access.  
(4) 
Procedure for file transfer using ForceNet are in Appendix 1. 
c. 
DVA Use of ForceNet for Communications. Defence has approved select DVA staff 
employed in either the DVA or Open Arms Communications teams to be registered as 
ForceNet users, with a permanent user account, in order to exploit ForceNet as an additional 
communications channel for information on services and support available from DVA and 
Open Arms. The DVA POC is responsible for verifying that DVA staff applying for ForceNet 
registration are employed in either the DVA Communications team or the Open Arms 
Communications team and have a genuine business need for such access.  
10.  Access CAMPUS. Objective and CAMPUS are available to all DPN users.  CAMPUS access 
is unrestricted, DVA access to Objective will be limited by Objective folder permissions.  The 
Assistant Director Defence SAM is responsible for arranging folder access for DVA staff with 
folder owners. 
A-4 
Defence FOI 397/23/24 
Document 2
Appendix 1 
To Annex A 
To Schedule 20 of 
Defence/DVA MoU 
 
PROCEDURE FOR FILE TRANSFER USING FORCENET 
 
1. 
The procedures for file transfer using ForceNet are: 
a. 
DVA requests relevant information to assist with the determination of member’s liability from 
Defence SAM through the Request Management System. 
b. 
Defence SAM requests information from relevant areas within Defence 
c. 
Areas in Defence send requested information to Defence SAM. 
d. 
Defence SAM compiles the information into a PDF document and password protects. 
e. 
Defence SAM uploads PDF document to the private DVA shared file area (100mb limit per 
PDF document). 
f. 
Defence SAM sends email notification to DVA, that files have been uploaded. 
g. 
DVA user logins to ForceNet and downloads the files. 
h. 
DVA user deletes the files. 
i. 
DVA user log out of ForceNet. 
2. 
To expedite the transfer of files from Defence to DVA, the Assistant Director, Defence SAM 
may authorise other Defence users to upload documents directly to the private DVA shared file area 
in which case the authorised Defence user is responsible for sending the notification email to DVA 
and Defence SAM. 
3. 
DVA agrees to download and delete files transferred using ForceNet within three working 
days of receipt of email notification.  
4. 
In accordance with direction from Defence ICT security, ForceNet Administration will delete 
all documents uploaded into ForceNet seven calendar days after upload irrespective of DVA 
obtaining the documents or not. Access to deleted files will be the subject of a new request from 
DVA. 
 
Defence FOI 397/23/24 
Document 2
 
Annex B 
To Schedule 20 of 
Defence/DVA MoU 
 
AGREED PROCESSES TO ACCESS TO DEFENCE INFORMATION SYSTEMS 
 
Agreed Process 
 
1. 
The agreed process for gaining access to and reporting issues with Defence services are 
outlined in the following Defence documents: 
x  “DVA - Accessing Defence Services”  
x  “Part 1: DVA Issue and Contact Details - INM Process for DVA Users of Defence 
Services” provides contacts and the process to follow when an individual user has issues 
with Defence services. 
x  “Part 2: DVA Issue and Contact Details - INM Process for Support Providers of Defence 
Services” provides contacts and the process to follow when communicating or escalating 
issues with Defence services. The audience for this document is intended for DHS and 
Defence Service Desks; and DVA Support Teams (only). 
 
2. 
The Defence POC is responsible for providing the DVA POC with copies of the current 
versions of the above documents. 
DPN Access 
 
3. 
Requests for DPN access must be made to the DVA POC who submists the requests to 
Defence on their behalf. The DVA POC must confirm that the required security clearance is held 
by the DVA staff prior to requesting access.   
4. 
Process for DVA Staff to access DPN. 
 
x  DVA officer applies for Baseline Security Clearance(as a minimum) from AGSVA via 
the DVA Security team. 
x  Once Clearance gained, provide evidence to DVA POC.  
x  DPN Access applied for by DVA POC.  To arrange access to the Defence Protected 
Network, the DVA POC (with DPN access) accesses the search facility of the Defence 
ICT Services Catalogue, enters ‘Electronic new account request’ and follow the prompts.  
If the ICT Service Catalogue is not available please call the ICT Service Desk on (0) 133 
272.  
x  DPN Access gained.  
 
5. 
The DVA POC must advise the Defence POC if a DVA user no longer requires access to 
DPN.  
 
6. 
Issues with access to the DPN are to be addressed through the ICT Service Centre using 
the Log A Job Online or by calling the ICT Help Desk on 133 272. 
DREAMS Tokens 
 
7. 
DREAMS tokens are provided by Defence to the DVA POC.  The DVA POC is 
responsible for distributing tokens the relevant DVA staff.  As Dreams tokens are provided by 
B-1 
 
Defence FOI 397/23/24 
Document 2
 
Defence to DVA in bulk, and not to individuals, the DVA POC should request additional tokens 
through the Regional ICT team.   
 
8. 
An alternative to the use of a DREAMS token is the DREAMS token application which 
can be applied for by an individual once they have a DPN account via Log a Job Online. Once a 
Dreams Token Application has been received, the physical Dreams token must be returned to 
DVA Corporate Services for reissue to new staff as required. Note that the Dreams Token App  
is currently only available for iPhones/Ipads.   
 
9. 
Details of the DREAMS token issued to the DVA user must be recorded for audit purposes 
and available to Defence upon request.  Upon receipt of the DREAMS token the DVA user is 
required to activate the token by contacting the ICT Service Desk on 133 272.   
 
10.  When a DVA user no longer requires access to the DPN, the DVA Corporate Services must 
recover the DREAMS token from the user and hold securely for reallocation as required.  The 
DVA DPOC is to then request that the user’s DPN account be cancelled via the following DPN 
link: 
 
s47E(d)
  
 
11.  The DVA user must advise the DVA POC  and the Defence ICT Service Desk 0) 133 272 
if a DREAMS token is lost, faulty, expired, or flat battery.  For lost tokens, the use is to complete 
an XP188 Security Incident Report.   Assistance may be sought from the relevant Defence 
Regional ICT POC if needed. 
 
12.  DREAMS connectivity issues affecting a DVA site or whole agency must first be reported 
to the DVA service provider (i.e. Services Australia) for investigation. 
 
Defence One/PMKeyS Access 
 
13.  Defence One/PMKeyS access is only granted if relevant CAMPUS training has been 
completed successfully and an access application form is submitted with evidence of the 
completed training and security clearance attached.  
 
14.  Process for DVA Staff to obtain Defence One/PMKeyS Access 
 
 
x  DVA users complete the following Defence One/PMKeyS training via CAMPUS: 
-  Australian Privacy Principles eAssessment ID#00007392. 
-  Defence One/PMKeyS Introduction and Reporting ID#00004761. 
-  Defence One/PMKeyS Introduction to Global Payroll ID#00004763 
x  DVA Defence One/PMKeyS access application (AD688 Application for PMKeyS 
Access) completed by DVA user and sent to DVA POC who will complete as supervisor 
and forward to People Systems Business Support (PSBS) Access Management at 
s47E(d)
@defence.gov.au . Application must include attached evidence of 
completed training and Security Clearance.  
x  Defence One/PMKeyS access processed by the PSBS Access Management. 
x  DVA user and DVA POC notified by the PSBS Access Management of access. 
x  DVA user commences transacting within Defence One/PMKeyS. 
x  Issues with access to the Defence One/PMKeyS must be reported using the agreed 
process. 
 
B-2 
 
Defence FOI 397/23/24 
Document 2
 
15.  When DVA staff access to Defence One/PMKeyS is no longer authorised the relevant 
DVA Supervisor is to send an email to s47E(d)
@defence.gov.au. 
 
STARS Access 
 
16.  Read Only access to the Safety Trend Analysis and Reporting Solution (STARS) will be 
granted to DVA staff who have been approved by the DVA POC. 
 
17.  Defence will maintain a list of approved DVA staff and the DVA POC will advise of any 
alterations via email to xxx.xxxxx@xxxxxxx.xxx.xx. 
 
DeHS Access 
 
18.  DeHS access is achieved via an Internet connection to the URL https://www.jehdi.com.au. 
Access to DeHS itself requires secure credentials that are obtained via the DPN ICT Service 
Desk. 
 
19.  Access to DeHS is obtained as follows: 
 
x  A DeHS New Account request is to be submitted with the DVA POC listed as the 
approver. 
x  Training / Sandbox logon credentials are issued to the user and the DVA POC. 
x  Once defined training, available within the Training Environment, has been completed 
the user is to submit a JeHDI Production Account Activation request listing 
s47E(d)
@defence.gov.au as the authoriser. 
x  Production account passwords will be distributed and the user will be granted access to 
DeHS. 
 
20.  The DVA POC is to advise the DeHS Business Support Team of access adjustments 
immediately either via email at s47E(d)
@defence.gov.au or via phone on (02) 6127 0001.    
ForceNet Access 
 
21.  Access to ForceNet is dependent on the type of access being sought. The DVA POC is to 
verify that DVA staff seeking to be registered as a permanent user on ForceNet, either to utilise 
the ForceNet file sharing capability or for general communications, have a genuine business 
need and understand the limitations and conditions associated with being a registered ForceNet 
user.  
 
22.  Once verified, the DVA POC is to send the registration request to the ForceNet Capability 
Coordinator at s47E(d)
@defence.gov.au.  
 
23.  Registration requests must contain the following details for each DVA staff member to be 
registered on ForceNet: 
 
x  Full name:  
x  ODS/Employee ID number: Department of Veterans’ Affairs Employee 
x  Date of Birth: DD/MM/YY 
x  Contract provider/company: Department of Veterans’ Affairs  
x  Work phone number: 
x  Email address: work email address            
B-3 
 
Defence FOI 397/23/24 
Document 2
 
x  Security Clearance: Baseline 
x  End date for the contract: Access will cease on this date or two (2) years 
from the date of access, whichever is first;  
x  Business reason for requesting access to ForceNet: File transfer between 
DCO (Defence SAM) and DVA or Open Arms for communications with 
ForceNet users. (delete whichever is not required). 
x  DVA Internal Sponsor: The DVA POC.  
 
24.  On receipt the ForceNet Capability Coordinator verify that the applicant/s hold the 
necessary security clearance. 
 
25.  Defence Sponsorship.  Where the request is to support file sharing, the ForceNet 
Capability Coordinator will seek agreement from the Assistance Director, Defence SAM to 
sponsor the application. For applications associated with communications, the ForceNet 
Capability Coordinator will sponsor applications. 
 
26.  Once the applicant/s security clearance and Defence sponsorship is confirmed, ForceNet 
Capability Coordinator will authorise the creation of an account for each applicant. ForceNet 
Admin will then email each applicant details on how to register on. For File Sharing accounts, 
the email detailing how to register will be cc’d to Assistant Director Defence SAM. 
 
27.  File Sharing. Once the authorised DVA users have registered with ForceNet, and advised 
the Assistant Director Defence SAM, they will be invited to join the Defence SAM – DVA 
group to gain access to the shared files. Only invited users to this specific professional group are 
allowed to access the shared files. 
  
28.  Communications. Once the authorised DVA users have registered with ForceNet they will 
be able to access the relevant group page (DVA or Open Arms) and post communications. 
 
 
 
B-4 
 
Defence FOI 397/23/24 
Document 2
 
Annex C 
To Schedule 20 of 
Defence/DVA MoU 
 
HELP DESK POINTS OF CONTACT AND ESCALATION PROCESSES 
 
Help Desk Points of Contact 
 
1. 
Initial points of contact for access or disclosure issues are the relevant help desk:    
 
a. 
System to System Integration. The Help Desks for each of the information flows are 
detailed in the DMA at Attachment 1 to Schedule 20.  
 
b. 
Individual Direct Access.  Help Desks for staff with individual direct access to Defence 
Information Systems are:  
Department  
System 
Initial Assistance 
Further Assistance 
Escalation 
Defence DPN 
Services 
Australia 
DVA POC 
Referral by the 
(Gateway owners) 
(RCG.BSS.data.integ Defence ICT Service 
Service Desk on  
xxxx@xxx.xxx.xx 
Desk  
1300 300 710 
to next level  
 
 
SA Service Desk 
will log the incident 
with the Defence 
ICT Service Desk  
(0) 133 272 if not a 
SA gateway error. 
 
 DREAMS 
Services Australia 
Defence ICT Service  Referral by the 
Connectivity  (Gateway owners) 
Desk  
Defence ICT Service 
Service Desk on  
(0) 133 272 noting 
Desk  
1800 264 467, 
SA Service Desk will  to next level  
log the incident for 
 
DVA if not a SA 
gateway error. 
 
DVA POC 
(RCG.BSS.data.integ
xxxx@xxx.xxx.xx)  
 Defence 
One/ 
Defence Service 
PMKeyS Customer 
Defence POC 
PMKeyS 
Centre  
Support Centre 
1800 333 362  
(PCSC) referral by 
Defence Service 
Centre.  
 
 
STARS 
Sentinel Help Desk   Referral by Sentinel 
Defence POC 
1800 220 820 
Help Desk  
To next level 
 Defence 
Defence ICT 
Referral by the 
Defence POC 
Email 
Service Desk  
Defence ICT Service 
Accounts 
(0) 133 272 
Desk  
to next level  
C-1 
Defence FOI 397/23/24 
Document 2
 
 
 
 DREAMS 
DVA POC  
Defence Regional 
Defence DPOC 
Access 
 
ICT teamDeren   
 
Request  
 
 Lost 
Notify DVA POC  
Another DVA 
Defence POC 
DREAMS 
and the Defence   
member with a 
token  
ICT Service Desk  
DREAMS token can 
(0) 133 272 to 
lodged the Security 
disable the token.  
Incident Report on 
Complete XP188 
behalf of another.  
Security Incident 
Report the incident to 
Report.  
the DVA POC 
(RCG.BSS.data.integ
xxxx@xxx.xxx.xx). 
Obtain another token 
from the DVA POC . 
 Faulty, 
DVA POC  
Obtain another token  relevant Defence 
expired, flat 
Defence ICT 
from the DVA POC 
Regional ICT team. 
battery 
Service Desk  
who arranges return 
(0) 133 272 to 
of token to Defence 
disable the token.   
via relevant Defence 
Regional ICT team. 
 DeHS 
Defence 
ICT 
DeHS Business 
Defence POC  
Service Desk  
Support Team on 
(0) 133 272 for IT 
s47E(d)
@defe
issues 
nce.gov.au or (02) 
6127 0001 for 
System / Process / 
Permissions issues 
 ForceNet 
1800 
Defence 
 
ForecNet@defence.g Defence POC 
ov.au  
 
Escalation 
 
2. 
Existing reported disputes or issues should be escalated, in the first instance, through relevant 
Defence area (e.g. ICT Service Desk) advising that a reported dispute or issue remains unresolved; 
or the impact has changed. 
 
3. 
If, after escalation through the relevant help desk, a dispute or issue cannot be resolved then 
the matter will be referred to the Defence POC. The referral should include actions to date and an 
impact statement. 
 
4. 
If the Defence POC is unable to resolve the issue, the matter will be referred Director General 
Veterans Support in Defence and the Assistant Secretary Claims Assessment and Management 
Branch in DVA. 
 
5. 
If the issue is still unable to be resolved, the matter will follow the process for ‘Managing 
Issues Between The Parties’ set out at clause 30 of the MOU. 
 
C-2 
Defence FOI 397/23/24 
Document 2
 
Annex D 
To Schedule 20 of 
Defence/DVA MoU 
 
AUTHORISED SPONSORS 
 
1. 
Certain positions in Defence and DVA are authorised to sponsor candidates for access 
to systems in the other Department.  It is the responsibility of the sponsor to ensure that a 
candidate meets all the requirements for access to the system or systems in question, 
including but not limited to a legitimate need to access personal information, are aware of 
their obligations and responsibilities and possess the appropriate level of security clearance.  
The sponsor will ensure the candidate completes the relevant parent Department training in 
privacy and information security, plus any additional training specified in either Annex A or 
B as appropriate. 
 
2. 
The decision to grant access to a candidate, however, will remain with the department 
which owns the system in question regardless of sponsorship.  It will be expected, however, 
that in the normal course of events, a sponsored candidate, meeting all the requirements for 
access to a system, will be granted access by the owner of the system.   
 
3. 
In DVA, the DVA POC is the sponsor for all DVA staff access to Defence systems.  
Issues with accessing Defence systems should be addressed in accordance with Annex C.  
 
4. 
As the only Defence member requiring access to DVA ICT Systems is the Defence 
Liaison Officer, there is currently no need to promulgate a Defence sponsor. 
 
 
D-1 

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