Veteran Life Pty Ltd
Our Commitment to Accountability and Continuous Improvement
Veteran Life Pty Ltd is committed to providing professional, ethical and veteran-centred advocacy. We recognise that feedback plays an important role in maintaining high standards and improving the quality of our services.
If you are dissatisfied with any aspect of our conduct or services, we provide a clear and structured process to ensure your concerns are addressed fairly and promptly.
We encourage open communication and aim to resolve concerns respectfully and efficiently.
Stage 1 – Informal Resolution
Many concerns can be resolved quickly through direct communication with your assigned advocate.
We encourage you to raise your concern as soon as possible so it can be reviewed and addressed.
How to raise an informal concern:
- Contact your assigned advocate directly via phone or email
- Clearly explain your concern and your preferred outcome
Our commitment:
We aim to acknowledge and address informal concerns within 48 hours wherever possible. This stage allows for fast, straightforward resolution without the need for formal escalation.
Stage 2 – Formal Internal Review
If your concern is not resolved through informal discussion, you may submit a formal written complaint for internal review. How to lodge a formal complaint: Email: complaints@veteranlife.com.au
Please include:
- Your full name
- Description of the concern
- Relevant dates
- Supporting documents (if available)
- Your preferred outcome
Our formal review process includes:
- Written acknowledgment within 24 hours
- Independent review by a Director or designated Compliance Officer not directly involved
- Full investigation of the matter
- Written response outlining findings and any corrective action
Resolution timeframe:
- You will receive a formal written outcome within 10 business days.
If your complaint concerns a Director of Veteran Life Pty Ltd, you may escalate directly to the Institute of Veterans’ Advocacy (IVA) without first lodging an internal complaint.
Stage 3 – External Escalation (Institute of Veterans’ Advocacy)
Veteran Life Pty Ltd is a member of the Institute of Veterans’ Advocacy (IVA), which provides independent oversight of member conduct.
If you are not satisfied with the outcome of our internal review, or if your concern involves serious professional misconduct, you have the right to request an independent external review.
External Review Body:
- Institute of Veterans’ Advocacy (IVA)
Their role includes:
- Reviewing complaints about member conduct
- Providing independent assessment
- Supporting fair and ethical advocacy standards
- Button: Submit a Complaint to the IVA
Fair, Respectful and Confidential
All complaints are handled professionally, respectfully and confidentially.
Raising a concern will not affect your access to advocacy services or the professional support you receive.
Veteran Life is committed to resolving concerns fairly and maintaining the trust placed in our organisation.
Providing Feedback
We also welcome general feedback about your experience with Veteran Life.
Feedback helps us improve our services and continue delivering advocacy that meets the needs of the veteran community.