Strengthening Integrity in Veteran Advocacy: Addressing Conflicts of Interest

Conflicts of interest have the potential to undermine trust and confidence in any system designed to serve the public. Within the Australian Government Department of Veterans' Affairs (DVA), established protocols exist to prevent both real and perceived conflicts of interest in the claims process. These measures help ensure that claims are assessed fairly and without undue influence. However, similar safeguards are necessary within the Institute of Veteran Advocates (IVA) framework to mitigate risks associated with advocates handling claims for former colleagues, personal associates, or individuals with whom they share prior professional or personal affiliations.

Defining Conflicts of Interest

A conflict of interest arises when an individual’s private relationships, affiliations, or interests could improperly influence—or appear to influence—their professional responsibilities. Even in the absence of actual bias, the perception of partiality can be sufficient to erode confidence in the integrity of the claims process.

DVA’s Conflict of Interest Protocols

DVA has established clear guidelines to address conflicts of interest, particularly in the following circumstances:

• Claims lodged by current or former DVA staff: Claims submitted by individuals employed by DVA must be assessed in a different office to ensure impartiality.
• Processing claims for colleagues, family members, or individuals known to staff: Employees must disclose any relationships that may compromise their ability to make an objective determination.
• Claims involving advocates or representatives with close ties to DVA personnel: Where a staff member has a personal connection with a claimant or advocate, the claim is reassigned to another office to avoid any perception of bias.

These measures are in place to safeguard the impartiality of the claims process and maintain public confidence in the system.

The Need for Conflict of Interest Protocols in the IVA Framework

Currently, there are no formal, standardised conflict of interest protocols for Veteran Advocates. Without appropriate safeguards, there is a risk that advocates may inadvertently process claims for individuals with whom they have a personal or professional relationship, leading to potential conflicts such as:

• Advocates assisting former ADF colleagues: Those who have served in the ADF may feel an obligation to prioritise claims from individuals with whom they previously served.
• Former DVA employees acting as advocates: Ex-DVA staff transitioning to advocacy roles may have existing professional relationships that create concerns about impartiality in decision-making.
• Ex-service organisation (ESO) advocates: Some advocates affiliated with ESOs maintain close working relationships with DVA staff, raising questions about the independence of claim assessments.

Establishing a Robust Conflict of Interest Policy for the IVA

To enhance transparency and maintain the integrity of the advocacy system, the IVA should implement structured conflict of interest protocols similar to those used by DVA. These should include:

• Mandatory conflict of interest declarations: Advocates should be required to disclose any personal or professional relationships with claimants.
• Independent reassignment of claims: Where a conflict is identified, the claim should be allocated to an advocate without a direct connection to the claimant.
• Ongoing training and compliance measures: Advocates should receive regular training on ethical obligations and conflict of interest management to ensure adherence to professional standards.
• Clear enforcement and accountability mechanisms: There must be established procedures for identifying, managing, and addressing breaches of conflict of interest protocols.

Upholding Fairness and Transparency in Veteran Advocacy

An independent and impartial advocacy system is essential for ensuring veterans receive fair and unbiased support in navigating the claims process. Implementing formal conflict of interest protocols within the IVA framework will strengthen confidence in the integrity of advocacy services and reinforce the principle that all veterans should have access to fair and equitable representation, free from undue influence.

By proactively addressing these concerns, the veteran community can be assured that their claims are handled with professionalism, transparency, and fairness.

KSC Claims is a company founded and run by Australian Veterans Luke Armstrong and Matt Dumars, with the sole aim of helping Australian veterans.

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