DVA Travel for Treatment — Practice Booking Guide
How to arrange transport for DVA Veteran Card holders attending approved treatment. Covers Booked Car with Driver (BCWD), non-emergency ambulance, the online booking portal, and the 1 July 2026 single-Act change.
⚠ Use clinical judgement. Determine whether the patient's clinical needs are best met by BCWD or non-emergency ambulance before arranging. Travel must be to the treatment location nearest in distance able to provide the required care within an acceptable timeframe — patient preference for a more distant provider may not be reimbursable.
Picker — which service does this patient need?
At a glance — three services
Booked Car with Driver (BCWD) — default for most non-emergency trips
Contracted taxi or hire car. No out-of-pocket for the eligible veteran. Wheelchair-accessible vehicles available — specify at booking. Threshold access criteria apply; not all card holders are automatically eligible. Standard for routine specialist or allied health appointments.
Non-emergency ambulance — when clinical needs require it
Requires DVA prior approval. Eligibility — patient must meet at least
one of:
- Requires a stretcher for safe and dignified transport
- Has a condition that may impact physical appearance and requires support during transport
- Has continence support needs requiring a specific mode of transport
Air or road transport (long distance) — when no suitable closer provider exists
DVA can arrange air or road transport for Veteran Card holders needing to travel longer distances for approved or compensable treatment. Phone DVA on 1800 550 455 or email transport.programs@dva.gov.au to discuss.
How to book — three methods
1. Online portal (fastest)
Health providers can register for the DVA Online Transport Booking System and book BCWD or non-emergency ambulance through it. For registration / enquiries: hponline@dva.gov.au.
3. Phone
DVA general line: 1800 550 455 (business hours). For complex bookings or when unsure if the patient is travelling to the nearest available provider, call for assistance.
Return trip — Right of Return card
When the BCWD driver drops the veteran off, they should provide a Right of Return card. The veteran calls the number on the card directly to arrange the trip home — they do NOT need to call DVA again. If no card is given, the veteran can ask the driver for one.
The online portal does NOT handle return trips. The return is arranged through the Right of Return card — direct call to the transport provider. If your practice is the booking party, you should still book the outbound and return as separate trips at the time of original booking if the veteran will need an immediate return after the appointment.
VEA paper voucher (CTVS) fallback
VEA clients who hold paper-based Community Transport Voucher Scheme (CTVS) vouchers issued by their GP can use the BCWD service instead of relying on paper vouchers. The CTVS paper system is being phased out as the booking platform becomes the standard. From 1 July 2026 (see below), all new claims fall under MRCA so VEA-specific arrangements close to new entrants.
Emergencies
Dial 000. Advise the paramedic the patient has DVA entitlements (Gold or White Card) if able. DVA pays the ambulance service directly for treatment of a condition covered by the patient's Veteran Card — the ambulance service provider invoices DVA. No prior booking through DVA is required for genuine emergencies.
1 July 2026 — Single-Act reform
From 1 July 2026: the Veterans' Entitlements Act 1986 (VEA) and Safety, Rehabilitation and Compensation (Defence) Act 1988 (DRCA)
close to new claims for rehabilitation, compensation, and travel-for-treatment. All new claims from that date are assessed under an improved
Military Rehabilitation and Compensation Act 2004 (MRCA) as the single ongoing Act.
Practical effects on travel:
- Trips taken before 1 July 2026: assessed under whichever Act applied at the time of travel (VEA / DRCA / MRCA), even if the claim is lodged later.
- Trips taken from 1 July 2026 onwards: assessed under MRCA as the single Act.
- Private vehicle reimbursement rate: $0.68/km uniformly for all eligible Card holders from 1 July 2026.
- BCWD service continues unchanged for eligible card holders; no out-of-pocket.
When booking close to 1 July 2026, expect that DVA's claim assessment system may treat outbound and return as separate trips if they cross the cutover date.
Reimbursement (when the veteran pays out-of-pocket)
If a veteran has paid for taxis, rideshare, public transport, parking, tolls, meals or accommodation related to approved treatment, they can submit a travel claim. Most easily lodged via MyService online, or by form D0800 — Claim for Travelling Expenses. Receipts over $30 should be retained. Claim time limits: 12 months under MRCA/DRCA (extendable in exceptional circumstances); more flexible under VEA. Practices can support veterans by providing the appointment date / attendance confirmation when needed.
Practice checklist — at the booking call
- Veteran's DVA file number / card details on hand
- Appointment date, time, address, and provider name
- Treatment is for an approved or compensable condition covered by the veteran's card (Gold = any condition; White = accepted conditions only)
- Provider is the nearest available able to deliver care within an acceptable timeframe
- Specify wheelchair-accessible vehicle if needed
- Book return trip if applicable (or confirm the veteran knows about the Right of Return card)
- Note clinical need that triggers non-emergency ambulance (stretcher, dignity, continence) if applicable
Contacts (quick reference)
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