Documents released under the
Document 3
OFFICIAL
Freedom of Information Act 1982
Recommendation Title
The Ombudsman recommends that DVA consider amending its current policy
on the recovery of overpayments to waive any taxation component.
The Ombudsman recommends that DVA ensure that appropriate quality
assurance processes are implemented in the fol owing areas
The Ombudsman recommends that DVA, if it has not already taken this step,
identify al cases that may have been affected by the same misapplication o
The Ombudsman recommends that DVA continue to work with the Australian
Defence Force (Defence) and CSC on the enhancement of data exchange regarding
The Ombudsman recommends the development of a simplified template for
offsetting and overpayment decisions to assist affected veterans in better iden
The Ombudsman recommends that DVA:
• apologise to Mr A
• waive his current debt of over $17,000
• give an undertaking not to raise any further over
Publishing Timeframes
Timeframes included in acknowledgement letters
Steps in the claim process
Communicating consequences
Policy for webpage review
Guidelines for acknowledgement letters
Guidance for making decisions about prioritisation
Policy for contacting veterans
Monitoring of unal ocated claims
QA - coding errors and transfers to SAM team
Suggestions or recommendations the Office of the Commonwealth Ombudsman made to the
Department of Veterans Affairs based on investigation findings between 01/01/2010 and
01/01/2025.
