Veterans Benefits: More Thorough Planning Needed to Help Better Protect Veterans Assisted by Representatives

The Department of Veterans Affairs (VA) accredits representatives to assist veterans with benefit claims, but oversight gaps remain. While VA has policies in place and generally follows them, its Accreditation, Discipline, and Fees (ADF) program lacks detailed implementation plans to manage growing workloads, outdated IT systems, and threats posed by unaccredited individuals. The GAO found that although efforts are underway—including new training requirements, outreach to deter unaccredited actors, and IT improvements—the VA must adopt sound planning practices to effectively execute and monitor these initiatives. Addressing these issues is critical to ensuring veterans receive qualified, ethical support in navigating the claims process.