Defenceless: Four Corners confirms what RSL has told a Senate inquiry, and the public, for years

MEDIA RELEASE

RSL Australia welcomed and supported this week’s ABC Four Corners investigation into unethical businesses exploiting veterans and overcharging taxpayers.

For more than two years, RSL has warned that a small number of for-profit operators are exploiting a system under strain. They charge commissions and contingency fees of up to 29 per cent of a veteran's compensation, and “break fees” sometimes exceeding $27,000 to change providers, while RSL's own network of around 600 trained, accredited advocates provides the same support entirely free, as it has since RSL was founded in 1916.

Veterans and their families can also come to RSL for support and wellbeing services. They can talk to our volunteers and staff who share their lived experiences and can help them find genuine and holistic care that is firmly centred on their needs – not the bank accounts of businesses set up to steal taxpayer dollars.

RSL Australia, RSL Victoria and RSL NSW gave evidence on these practices to the 2025 Senate inquiry into veterans' advocacy services, and RSL has since lodged a further submission to DVA's consultation on advocacy regulation.

Peter Tinley AM, RSL National President, said Monday night’s story was hard to watch, but it was a story that needed to be told.

“For too long, a few operators have treated injured veterans as customers to be squeezed, rather than people to be helped. Funding poured into this sector after the Royal Commission, as it should have; without regulation alongside it, that unrestrained funding became the incentive for a for-profit industry to explode.

“Veterans are not sales leads. They are not ‘avatars’. They are people who have served their country and come out of the armed services with health needs. They need care and support. They do not deserve further harm,” Mr Tinley said.

RSL calls for regulation and enforcement

RSL Australia is calling on the Government to act on the reforms already set out in its formal submission to DVA and has called for compliance actions on overcharging, overservicing and other exploitation that directly targets the providers featured in the Four Corners’ story that sell vertical health services – and veterans’ data!

RSL Australia has called for a ban on commissions and contingency fees for advocacy services; a ban on punitive termination and “break” fees; mandatory written agreements and cooling-off periods; compensation held in independent trust accounts; minimum qualifications and mandatory accreditation for paid advocates; a ban on using a veteran's DVA-derived personal or health information for marketing, or trading their information; real anti-phoenixing powers so operators cannot dodge scrutiny by closing on Friday and reopening under a new name on Monday; and a properly resourced statutory regulator with real investigation and enforcement powers.

“We don't want a headline out of this,” said Mr Tinley.

“We want laws and we want laws policed. Fee caps, a ban on commissions, a ban on selling veterans' data as sales’ leads, and we want operators who overcharge and overservice to be prosecuted and their business models shut down.

“That's what we're pushing for, and we will not let it fade once the cameras and microphones are gone.”

Free advocacy support available

Any veteran or family member who is concerned they have been overcharged, misled, or poorly served by a provider, or who simply needs help navigating a DVA claim or finding care and support, can contact the RSL for free, accredited advocacy support and wrap around services, whether or not they are an RSL member.

If this story raises anything difficult for you, support is available around the clock through Open Arms – Veterans & Families Counselling on 1800 011 046, or Lifeline on 13 11 14.