RSL NSW has called for urgent reform to Australia’s veteran advocacy system, warning that declining volunteer numbers, rising commercial operators, and outdated training models are putting vulnerable veterans at risk.
In a detailed submission to the Senate Inquiry into Advocacy Services Relating to Veteran Compensation and Income Support, RSL NSW, the state’s largest ex-service organisation and leading voice for veterans and their families, urged the federal government to implement long-overdue reforms to ensure veterans can access high-quality, fee-free support when navigating the Department of Veterans’ Affairs (DVA) claims process.
RSL NSW’s General Manager of Policy and Services, Isaac Ohlin, said that the organisation, which oversees about 120 ATDP-trained advocates across the state, has observed that veterans are increasingly turning to unregulated, fee-for-service claims agents due to the shortage of trained advocates, despite the financial and wellbeing risks they pose.
“The charging of fees or commissions by commercial advocacy claims providers is fundamentally at odds with the principle of equitable access,” Mr Ohlin said. “Veterans in vulnerable circumstances are at risk of being exploited, with the pain only coming once the lump sum payment has been made.”
To inform its submission, RSL NSW surveyed more than 230 veteran members. Over two-thirds had sought support from an advocate, primarily for assistance with DVA claims or appeals to the Veterans’ Review Board (VRB). Many veterans also relied on advocates for referrals to services such as health, housing, legal support, and psychological care.
“Advocates are the critical link between veterans and the support they need, but the system is under serious strain,” Mr Ohlin said. “We’re seeing declining volunteer numbers, especially in rural and remote areas, and increasing delays as a result.”
The submission identifies several systemic issues with the current advocacy model, including:
- declining volunteer advocate numbers
- insufficient training infrastructure and long qualification timelines
- lack of professional standards and national regulation
- inconsistent service quality across ex-service organisations, and
- growing demand outpacing available support.
RSL NSW endorsed the recent creation of the Institute of Veterans’ Advocates but said it must be properly funded and empowered to deliver a national, coordinated advocacy model. It also criticised delays in implementing Recommendation 99 from the Royal Commission into Defence and Veteran Suicide, which called for DVA to fund professional ESO advocates to deliver services at no cost to veterans.
Beyond claims support, RSL NSW said many veterans face complex legal challenges that remain unaddressed following the closure of the Defence and Veterans Legal Service (DAVLS). It urged the Government to invest in a national veterans’ legal service, modelled on the successful LegalAid NSW Veterans’ Advocacy Service.
“These challenges don’t exist in silos. Veterans face interconnected legal, health, and social issues,” Mr Ohlin said. “Government must expand trauma-informed, culturally competent legal services, especially in regional areas.”
To restore trust in the advocacy system and ensure veterans and their families receive quality support, RSL NSW’s submission to the Senate inquiry outlined 10 recommendations for reform, including:
- introducing regulations on fees for commercial claims agents
- fully funding and empowering the Institute of Veterans’ Advocates
- guaranteeing universal access to high-quality, fee-free advocacy and legal support
- professionalising and growing the advocacy workforce
- implementing previous review recommendations without delay
- empowering and adequately funding ESOs to deliver community-based support
- expanding access to legal assistance nationwide, especially for regional veterans
- embedding whole-of-life transition support into advocacy models
- streamlining accreditation systems to avoid duplication; and
- enhancing data sharing and communications between DVA and ESOs to support provision of advocacy.
With the new Veterans’ Entitlements, Treatment and Support (VETS) Act set to take effect in July 2026, RSL NSW emphasised the urgency of acting now to ensure training and advocacy frameworks are aligned with the upcoming legislative changes. “This is a once-in-a-generation opportunity to fix the system,” Mr Ohlin said. “The cost of inaction will be paid in poorer outcomes for veterans — we must act now.”
RSL NSW concluded its submission by reaffirming its willingness to work with government, DVA, and other stakeholders to deliver a modern, sustainable advocacy system. “There is no viable alternative to trained, well-supported advocates. They are the human connection that turns policy into real-world impact. We owe it to every veteran and their families to get this right,” Mr Ohlin said.
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For a start we need to remove the RSL
I have been trying to get an advocate who actually can advocate for me for over 4 years now, I ended up getting the Victorian branch president to do the job …. finally.
It took her a few days to do a job the other advocates said was too hard, they didn’t want to do it or worse they just never contacted me back.
As a veteran who already has PTSD Depression and anxiety from my service and is badly dyslexic this kind of treatment made my health and mental health so much worse.