LEIGH SALES, PRESENTER: The veterans affairs department has made changes in recent years, but even so, it's under serious fire for how it treats compensation claims and the toll that takes on people.

There are even calls for a royal commission into the suicide rate of former service men and women. One official estimate is that 370 current or former defence personnel have taken their own lives since 2001.

Today in Canberra, the Veterans' Affairs Minister held a summit to look at the issue, he'll join me in a moment.

But first, Michael Atkin reports and a warning that some viewers may his story distressing.

MICHAEL ATKIN, REPORTER: This tribute to Australia's serving men and women is an enduring feature of our nation's capital.

Military veteran John Hardgrave has flown all the way from Queensland, to be face to face with those in charge of veterans' welfare to ensure they're doing the right thing.

JOHN HARDGRAVE, SOLDIER ON: Well, I'm here in Canberra as a Queenslander. We all think that Canberra is just a talk fest anyway.

But no, look, I'd say that DVA, since the more recent conflicts with the younger generations coming through, they've had to go through a transformation process and they recognise that within themselves.

MICHAEL ATKIN: John Hardgrave served tours with the army in East Timor, the Solomon Islands and Afghanistan, and now helps veterans make what can be a difficult transition into work.

JOHN HARDGRAVE: People do fall through the cracks. But that's where supporting organisations like Soldier On are really in there to try and support these veterans through whatever crisis they might be going through.

VETERANS' ADVOCATE: This is a veteran we've seen probably six or seven times in the last — maybe six to eight months —

MICHAEL ATKIN: For years, many in the veteran community have been calling for a major overhaul of the department of veterans affairs. They argue despite plenty of inquiries, its handling of compensation claims is outdated, too complex, and stressful.

ROD THOMPSON, BRISBANE VETERAN: The system is broken. And sadly, we've had the Senate inquiry, we've had the ANAO audit, we've now had the Productivity Commission and we don't see a change.

MICHAEL ATKIN: There's growing momentum for a royal commission into veterans suicide. More than 220,000 people have signed a petition calling for one.

JOHN MCNEILL, MELBOURNE VETERANS' ADVOCATE: I believe a royal commission would really shine a light on the failings of the current veteran system.

The people making the decisions on what's best for the veteran community I believe, don't even understand the legislation and policy that governs veteran entitlements.

MICHAEL ATKIN: Two years ago, 7.30 revealed the case of Jesse Bird – a veteran of the Afghanistan conflict, who suffered post-traumatic stress disorder.

He died by suicide after his claim for permanent impairment was rejected by the department of Veterans Affairs.

JOHN BIRD, PARENT: He had his rejection papers prominently displayed along with a lot of other paperwork he had to endure.

KAREN BIRD, PARENT: He was my first born son. I don't have him anymore.

MICHAEL ATKIN: Jesse was destitute. He died at the age of 32 with just $5.20 in his bank account.

JOHN MCNEILL: I called DVA to let them know about my concerns about Jesse's state of mind, and I've let him know of my concerns, that I thought that he may be a suicide risk.

And I was told don't try to use emotional blackmail to win your cases.

MICHAEL ATKIN: John McNeill is a volunteer who devotes his time to helping veterans navigate the complex claims system.

He wants a royal commission because of the failings he saw firsthand with Jesse Bird's case.

JOHN MCNEILL: The same story has been said over and over and over again, about what needs to change. Now it hasn't, so I believe the Royal Commission would find out why.

Why are these people that have been entrusted to be the voice of the veteran community, sitting back and doing nothing to help until the spotlight's shone on them?

MICHAEL ATKIN: Since Jesse Bird's death, there have been major changes inside the department and the government is spending 230 million dollars a year on veteran mental health.

Today at Parliament House, the minister, Darren Chester, held a summit, where he was adamant more needs to be done.

DARREN CHESTER, MINISTER FOR VETERANS AND DEFENCE PERSONNEL: Now, when it comes to veterans suicide, the only acceptable number to me is zero.

What else can we be doing that will make a practical difference?

MICHAEL ATKIN: A volunteer group called Warriors Return is keeping its own figures on suicide by veterans across the country.

Their research shows there have been 16 suicides this year, 48 last year, and 86 and 80 in 2017 and 2016.

BRIAN BRIGGS, SLATER AND GORDON: Particularly bad this year after Anzac Day. I personally know of four or five veterans committed suicide after Anzac Day.

MICHAEL ATKIN: Lawyer Brian Briggs argues against a royal commission.

He believes the money could be better spent, fixing problems which are well known.

BRIAN BRIGGS: I think the money would be more wisely spent elsewhere in providing services to the veterans and to the veteran community, not on having numerous lawyers appearing before the royal commission and spending 80 to $100 million, which is only going to lead to further delays.

TV REEL: Open Arms is here for you and your family —

MICHAEL ATKIN: Amongst recent positive changes, veterans can now receive free mental health treatment before liability is decided. An emergency mental health incapacity payment and lodge claims online, using the MyService portal.

BRIAN BRIGGS: But something's happened within that department. They just can't cope with the workload that's put onto them. So, when you're dealing with a delegate in the department, it's a lottery.

You could have your claim go through very smoothly, or you could be stuck in there for six to 12 months just to get liability accepted.

MICHAEL ATKIN: In June last year, 7.30 revealed the shocking treatment of veteran Martin Rollins at the hands of the department.

DVA employed multiple law firms and even secretly changed a policy to delay and deny his claim over 10 years, leaving him shattered.

MARTIN ROLLINS, VETERAN: Pull the blinds. Go to sleep, try and sleep. Just keep focused on wake up tomorrow, wake up tomorrow, wake up tomorrow, go to sleep, wake up tomorrow.

MICHAEL ATKIN: This week, the Productivity Commission hands its final report into support for veterans to the Morrison government.

Its draft called for a radical overhaul in the compensation and rehabilitation system, including creating a new independent authority to oversee it.

BRIAN BRIGGS: What they need to do is get things happening and happening fast and happening now.

MICHAEL ATKIN: Veterans like John McNeill say that today's summit hasn't shaken their belief a royal commission is needed.

JOHN MCNEILL: We started a call for a royal commission years ago. It's growing and growing. Sadly it's taken more veterans taking their lives to really bring it to the media's attention.

LEIGH SALES: Veterans and their families can access free counselling and 24-hour crisis support by opening Open Arms on 1800 011 046.