A Vietnam veteran and volunteer advocate for veterans' affairs in the Hunter is calling on the federal government to restart a drop-in style face-to-face support service in Newcastle.
But the government says it will continue to offer face-to-face support for veterans by appointment only, as a public safety precaution.
The Department of Veterans Affairs shut its Veterans Access Network office in the CBD last March because of the COVID-19 pandemic and the drop-in service was replaced in May with an appointment system.
Gerry Bailey, who served in Vietnam and has volunteered for the access network for two decades, told the Newcastle Herald he had been in contact with many veterans who found the appointment system "almost impossible" to navigate.
He said the subsequent lack of face-to-face contact had "affected people traumatically, mentally" - he is calling for the walk-in service to resume.
"Veterans that actually do try [to book an appointment] more than likely give up, as it is much too difficult," he said.
"[The system is] adding more stress to a person or persons who are already under serious stressful conditions.
"Most veterans, locally, would rely on that office - to go in and sit down and have a talk."
Mr Bailey said the office began with five staff members, but that number had dwindled to two by the end of 2020.
A staff member retired in recent weeks, leaving one at the Newcastle office.
"They've closed it in [other] regional areas and it really makes things difficult for veterans," he said.
"Most of them expect face-to-face [help], they won't do stuff over the phone. If you're in an emotional state, you need to be able to sit down with someone who understands you."
Mr Bailey said the office could be made COVID-safe using perspex screens, similar to those in supermarkets and other government offices.
Federal Labor Member for Newcastle Sharon Claydon said she also believed the office could open in a COVID-safe manner for walk-ins.
Ms Claydon said she had written to Minister for Veterans Affairs Darren Chester, asking for a "firm plan for the imminent re-opening" of the office as well as an assurance that the government would not permanently close it.
"Many veterans rely on this drop-in service, especially those with physical, mental or social issues or disabilities which make face-to-face service delivery the most appropriate and comfortable form of contact for them," Ms Claydon said.
Mr Chester said the health and safety of the veteran community was his "number one priority".
He said there was no plan to move or close the office.
"The Department of Veterans' Affairs (DVA) has clients who are considered in the higher risk category for COVID-19 because of age or health status and from the outset of the pandemic we have put in place practical steps keep them safe by minimising any potential exposure," he said.
"Nobody wants to see a situation where our aged or unwell members of the veteran community are waiting outside an office because the office has reached maximum occupancy - the simple act of making an appointment assists in mitigating this risk."
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