Direct requests for information from Department of Veterans' Affairs (DVA) 277-03030000

Service Officers document:

• why they are requesting information from the DVA, for example, to update an income/enforcement
• how they came to the conclusion that the customer is in receipt of a DVA pension or benefit. For example customer advice and external information

Note: if there is no information to indicate the customer is a likely recipient of a DVA pension or benefit, do not issue a notice.

• Select New Type: Written com out
• Case:
• Reason: Request for Info
• With: External Agency
• Category: Assessment
• Issue: Formula Income
• Select Save

Select the entry just created to add the notepad:

• Subject: DVA Request for Info
• Notepad: Document reasons including:
• why information from DVA is being requested, for example to update an income/enforcement
• what financial year/s information are required
• how the conclusion was made that the customer is in receipt of a DVA pension/benefit. For example customer advice, external information, etc

Create an email:

• Include a brief outline of the request
• Refer the search officer to the detailed notepad in the Cuba Communications window
• Send the email to National Intensive Collection Services (ICS)

Follow up

If a response is not received in 14 working days, email a follow up request to National ICS.

When a DVA Info Required intray is received, the Service Officer must review the case before actioning the request. Check to ensure this process is the most appropriate avenue to request information from DVA.

Does the request relate to information to assist with updating a customer’s income?

• Yes, the Service Officer must check that the requesting Service Officer has:
• made the appropriate contact attempts and documented the outcomes
• explored all available administrative options to source this information and documented the outcome of these searches
• requested information relating to previous financial year/s

Note: the data exchange with DVA means that income information is received regarding relevant payments for mutual customers in early July each year, for the financial year recently ended. Information received from DVA is in the parent’s Income Details window. The income types currently transferred in the data exchange are:

• Taxable Incomes
• Age Pension
• Pension Supplement Age Pension
• Centrelink DFISA
• Carers Pension
• DVA DFISA
• VCES Payment
• Income Support Supplement
• MRCA Education Allowance
• Adequate Means of Support Pension
• Pension Supplement Service Pension
• Service Pension
• Education Entry Payment

• Non Taxable Incomes
• Age Pension
• Pension Supplement Age Pension
• Centrelink DFISA
• Income Support Supplement
• Pension Supplement Service Pension
• Service Pension

• No, go to Step 3

The search officer must check that:

• the requesting Service Officer has made the appropriate contact attempts and documented the outcomes
• a deduction is not being made from the customer's Centrelink payment
• the requesting Service Officer has requested information relating to (at least) the current financial year

If the customer is having an amount deducted from their Centrelink payment to address ongoing or overdue child support, deductions must not be made from a customer's DVA pension or payment unless:

• the deduction from the Centrelink ceases

and

• all attempts to negotiate a voluntary or alternate payment arrangement have been unsuccessful

When satisfied that the request for information should proceed, enter the appropriate details on the Collection Window (CW). Complete all relevant fields. The DVA contact officer's name is the search officer’s name.

Complete separate requests for each financial year

Cuba only has the capacity to enter 1 financial year per request. Complete separate requests to DVA for each financial year of information needed.

• select save. A DVARQ-1 letter will generate
• email the letter to National ICS
• add a notepad in the CW outlining the system checks to ensure the request to DVA is valid

DVA will have 5 working days to respond to the faxed request. Change the due date of the DVA Info Required intray to reflect 5 days.

If DVA has not responded in 10 working days email National ICS to request follow up.

Record the details on the corresponding initial request for information on the CW.

Before processing response, complete the reply received and new information obtained check boxes.. Record the DVA file number used by DVA if supplied in the response.

If there is a need to clarify the details DVA have supplied:

• record the details in a new notepad on the existing entry in the CW, and
• email National ICS outlining the details needing clarification

Once the DVA information has been recorded on the PCW, email the requesting officer advising DVA’s response has been received. Refer them to the details on the CW.

To update a provisional income, see Income processing for Child Support customers.

For more information, see Collection through Department of Veterans' Affairs

Did the response confirm the customer is in receipt of an income/disability support pension or benefit?

• Yes, issue a s72AC notice. See the Issuing s72AC notices table
• No, consider if the customer may receive a military compensation pension. If appropriate, issue a s120 notice to confirm. See Child Support's information gathering powers