ESO Infoletter December2019

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ESO Infoletter December2019

December 19, 2019 News 0

Merry Christmas!


With the festive season upon us, the team at Community Support Queensland would like to wish you a very merry and safe Christmas.


You have supported your veteran community in a variety of ways throughout 2019 with some very challenging circumstances and weather events. After a short break, we look forward to supporting you, your veteran community and their families in 2020.


DVA will continue to provide support to veterans and their families during the holiday season with some services impacted:


The Open Arms counselling phone line is available to support members of the current and ex-service community and their families 24 hours a day, 7 days a week, 365 days a year. Phone 1800 011 046 toll-free.

This number is for counselling only. If you require urgent assistance, please call 000.

If you are unwell, please contact your local doctor or go to your nearest hospital.

Mental health information

For mental health information and support, visit the Open Arms mental health portal.

Transport bookings for medical treatment

DVA staff will be available to process transport requests for medical treatment on the 27th, 30th and 31st of December. Please call 1800 550 455.

The service will be closed on 25th and 26th December and 1st January. If transport is required during this period and has not been pre-booked, you can pay up-front and seek reimbursement when we re-open. Or, if you are an existing MyAccount user, you can make new transport bookings and review existing ones online.

For travel in an emergency always dial 000.

Defence Service Homes Insurance

For enquiries, or help with a policy or claims phone 1300 552 662 (24/7); for payments, phone 1300 304 989 for the cost of a local call.

Hospital admissions

Doctors can admit DVA patients into hospital over the holiday period and request retrospective approval for the admission, where required, when DVA resumes full services.

Pharmaceutical approvals

There will be no reduction in services across the Christmas/New Year period. Providers seeking prior approval for pharmaceuticals can call the Veterans’ Affairs Pharmaceutical Advisory Centre (VAPAC) 24 hours a day on 1800 552 580

Pension payments

Pension payments due to be paid on Thursday 19 December 2019 and Thursday 2 January 2020 are not affected over this period. Therefore, the first pension pay day of the New Year will be Thursday 2 January 2020.

Incapacity payments

Incapacity payments due to be paid on 26 December will be paid no later than Monday 23 December 2019. The first incapacity payment of the New Year will be paid no later than Thursday 9 January. However, because of differing arrangements by various banks during the holiday period, which are beyond DVA’s control, the precise day of the week you receive this payment may differ from usual. You may wish to make arrangements to ensure you have enough funds to cover any direct deposit payments.

VAN offices, General Enquiries and Open Arms centers

As usual, DVA offices will be closed for the Christmas / New Year period from Wednesday, 25 December 2019 with full services resuming on Thursday, 2 January 2020. As in previous years, the following services will not be available during this period:

  • DVA’s Veterans’ Access Network (VAN) offices
  • DVA’s General Enquiries phone line and email
  • Open Arms – Veterans & Families Counselling centres
  • Community Support Team


Merry Christmas and Happy New Year


Mel, Bec, Danae, Sarah, and Adam




Mellissa Bristow Browne            Manger Queensland

Rebecca Verzeletti                     North Queensland

Danae Gread                             South East Queensland

Sarah Lowe                               South East Queensland

Adam Hamilton                           South East Queensland


Kind regards,


Adam Hamilton
Community Support Adviser
Department of Veterans’ Affairs
GPO Box 9998 Brisbane QLD
Phone: 07 3815 9505
Fax: 07 3323 8545
Team Email:

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