Requests for Informal Conferences

What this means

An HLR informal conference is a focused contact with the decisionmaker so the claimant or representative can identify errors of fact or law in the prior decision. It is not an evidentiary hearing, and VA will not accept new evidence for HLR consideration. VA generally provides one conference, and the request normally must accompany the HLR request.

How this may help with a claim

Prepare a short issue sheet before the call: the erroneous finding, the record document that disproves it, the applicable rule, and the requested correction. Refer to evidence by date and location without adding new facts. Confirm that VA has the correct phone contact, representative appointment, and conference request, and save documentation of scheduling attempts or a completed worksheet.

What to review in your file

Request the conference with the HLR submission and clearly identify whether VA should contact claimant or representative.
Prepare each alleged error using only facts and documents already in the closed evidentiary record.
Verify contact information, representative accreditation, tracked-item status, and any VERA appointment.
After the call, confirm that the decision addresses the factual or legal arguments actually presented.

Important limits

The conference is not testimony and cannot expand the closed record with new facts, diagnoses, or documents. Scheduling targets and contact-attempt guidance are operational rather than guaranteed claimant deadlines, and VA may decide the HLR after unsuccessful reasonable attempts.

Search terms when useful

Phrases that may help when searching your claim file or this library.

HLR informal conference
informal conference request
VERA scheduling
error of fact
error of law
closed evidentiary record
HLR phone call

Original VA guidance

The official VA text of this section

3. Requests for Informal Conferences

Introduction

This topic contains information on handling requests for informal conferences, including

definition of informal conferences
overview of informal conferences
initial actions
contacting requesters of informal conferences
unsuccessful initial attempts to contact the requesters
unsuccessful second attempts to contact the requesters
actions to take with successful contact, and
informal conference scheduling table

Change Date

June 12, 2026

5.3.a. Definition of Informal Conferences

An informal conference is contact, typically by telephone, but also using other means that VA determines appropriate, for the sole purpose of allowing a claimant and/or representative the opportunity to identify any errors of law or fact in the prior decision.

5.3.b. Overview of Informal Conferences

When requested by the claimant or representative, VA will conduct one informal conference during a higher-level review, unless both rating and non-rating issues are present. The presence of the claimant is not required if the authorized representative can attend instead.

At the local option, the higher-level reviewer or the Informal Conference Coordinator will arrange the conference, while the reviewer with decision authority over the issue will actually conduct it. VA will not accept any new evidence to support the issue(s) under review during the informal conference. See M21-5, Chapter 5, Topic 4.b.

While VA will typically conduct informal conferences telephonically or by other virtual means, VA may make an exception on an individual basis. VA may conduct the informal conference in person when good cause is shown as to why virtual communication cannot or should not occur.

If there are multiple HLRs with informal conferences requested for rating issues, attempt to schedule one informal conference to address all associated issues. The same guidance applies for multiple HLRs with informal conferences for non-rating issues. As a reminder, if there is a distinct representative for each HLR, then separate decisions are required for each HLR based on representation. In this instance, the multiple HLRs cannot be addressed under a single decision.

Note: Decisionmakers must use VA-approved software (for example, Microsoft Teams) or VA-approved equipment (such as a government-issued phone or personal cellular phone that is authorized for business use under applicable policies).

5.3.c. Initial Actions

The claimant or representative typically requests an informal conference on the HLR form, although VA will accept a separate request provided VA receives it with that form. VA cannot honor requests for informal conferences received on a later date than the requests for HLRs. VA regulations state that "a claimant or his or her representative may include a request for an informal conference with a request for higher level review." See 38 CFR 3.2601(h).

Veterans and/or representatives, who provide VA with an email address on file, may receive a self-scheduling link through the Visitor Engagement Reporting Application (VERA) or other scheduling applications, providing an additional opportunity to select a convenient date and time for the informal conference. Before taking any action, first verify whether an informal conference is already scheduled. If the Veteran or representative does not schedule using VERA, proceed with the procedures in this chapter to schedule by telephone and refer to VA Form 20-0996 to determine who should be contacted to schedule the informal conference.

The reviewer or Informal Conference Coordinator will make a total of two attempts to contact the claimant or representative to schedule. The reviewer will strive to hold the informal conference within fourteen calendar days of successful contact. Please note that the number of attempts made to contact, as well as the time line for scheduling/conducting informal conferences are guidelines, not rigid requirements. Additional efforts or longer time frames may be justified on a case-by-case basis. The key point is to make reasonable efforts to hold or otherwise promptly resolve conferences.

Upon establishment of the EP, employees must add an Informal Conference special issue to at least one of the pending contentions if the claimant has requested an informal conference. The Informal Conference special issue will remain on the contention through completion of the HLR.

Note: Assume the claimant does not desire an informal conference if all sections of item 16, including 16A and 16B, on the VA Form 20-0996 are blank. Request clarification if any information is ambiguous.

5.3.d. Contacting Requesters of Informal Conferences

Veterans and/or representatives may receive a self-scheduling link through VERA before staff initiate telephone contact to schedule an informal conference.

When attempting to schedule an informal conference by telephone, follow the steps in the table below.

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If...	Then...
Block 16B of the VA Form 20-0996 indicates that VBA should contact the Veteran/claimant to schedule the informal conference	Contact the claimant to schedule the informal conference
Block 16B of the VA Form 20-0996 indicates that VBA should contact the representative to schedule the informal conference	Contact the representative, not the claimant, to schedule the informal conference
Block 17 of the VA Form 20-0996 lists a representative and includes contact information and block 16B indicates the representative should be contacted	Contact the listed representative, not the claimant, to schedule the informal conference
Block 17 of the VA Form 20-0996 does not list a representative	Contact the claimant to schedule the informal conference
Block 17 of the VA Form 20-0996 lists the claimant's name and contact information, even though there is an accredited representative on file	Contact the claimant to schedule the informal conference
Block 17 of the VA Form 20-0996 lists only a generic representative (for example, a Veterans Service Organization, but without a specific individual's contact information)	Contact the claimant to schedule the informal conference

Important: Before contacting any authorized representative or POA, ensure VA Form 21-22, Appointment of Veterans Service Organization as Claima nt's Representative, or VA Form 21-22a, Appointment of Individual as Claimant's Representative, is of record for that POA.

If necessary, validate the accreditation status of the representative by locating the POA within the Office of General Counsel accreditation database at https://www.va.gov/ogc/apps/accreditation/index.asp. Do not contact an unaccredited POA. Instead, call the claimant at the number of record to schedule the informal conference.

If a new or different authorized representative or POA is appropriately appointed after the HLR was received but before the informal conference, contact the claimant or new representative to schedule the informal conference. Do not cancel the pending EP 030 due to a change in representation.

Note: Coordination and scheduling of an informal conference via email is permissible only if all parties involved in coordination efforts assume responsibility for proper safeguarding of personally identifiable information. Any email correspondence must be uploaded to the Veteran's claims file in VBMS. Email should not be used in lieu of telephonic contact, but may be used in conjunction with telephonic contact when scheduling the informal conference.

Reference: For more information on encrypted emails, please refer to the Talent Management System (TMS) course titled VA Privacy and Information Security Awareness and Rules of Behavior (10176).

5.3.e. Unsuccessful Initial Attempts to Contact the Requesters

If the reviewer or Informal Conference Coordinator cannot contact the claimant or representative on the first attempt, VA will

if possible, leave a general voicemail message requesting a return call with a VA contact phone number
Follow Step 4, Initial Attempt to Schedule the IC - Unsuccessful in the table found in M21-5, Chapter 5, Topic 3.h to update the appropriate tracked item, ensuring that both scheduling attempts are made by continuing to follow the steps outlined in the table
document the unsuccessful contact on VA Form 27-0820, Report of General Information
add a permanent note in VBMS with the reason for the call and, depending on local scheduling protocols, request the Informal Conference Coordinator document the requester’s or representative’s availability if either person calls back (see sample text below), and
Wait three business days for the second attempt.

For the permanent note in the VBMS, indicate whether a voicemail was left, using the following suggested text:

I called the requester [or the representative] regarding an informal conference for the pending higher-level review. When he [or she] returns my call, please complete a VA Form 27-0820 to capture a telephone number and a date and time over the next week when the requester or representative will be available during regular business hours for the informal conference.

The reviewer or Informal Conference Coordinator will routinely follow up in VBMS for the status of any replies.

Note: For scheduling purposes, the first business day is counted as the day after the initial contact, and the second attempt can be made on the third business day if no response is received before that time. Weekends and holidays are excluded from this count.

Examples:

If the first attempt is made on Monday, the first business day is Tuesday, the second business day is Wednesday, and the third business day is Thursday (excluding any holidays). If no response is received before Thursday, the second attempt can be made on Thursday.
If the first attempt is made on Wednesday, the first business day is Thursday, the second business day is Friday, and the third business day is Monday (excluding any holidays). If no response is received before Monday, the second attempt can be made on Monday.

Reference: For more information on necessary system updates for scheduling informal conferences, see M21-5, Chapter 5, Topic 3.h.

5.3.f. Unsuccessful Second Attempts to Contact the Requesters

If VA receives no response by the third business day, make a second and last attempt to schedule the informal conference. If the second attempt fails, the reviewer or Informal Conference Coordinator will

document the unsuccessful contact on VA Form 27-0820
follow Step 7, Second Attempt to Schedule the IC - Unsuccessful in the scheduling table found in M21-5, Chapter 5, Topic 3.h to update the appropriate tracked item, ensuring that the scheduling attempts are completed, and continue to follow the steps outlined in the table
add a permanent note of the unsuccessful attempt in VBMS
if applicable, provide a copy of VA Form 27-0820 to the requester's accredited representative and associate it with the eFolder, and
the higher-level reviewer with authority over the issues can then render a final decision on the HLR.

Reference: For more information on necessary system updates for scheduling informal conferences, see M21-5, Chapter 5, Topic 3.h.

5.3.g. Actions to Take After Successful Contact

If contact is made with the requester,

schedule and/or conduct the informal conference, preferably within 14 calendar days of initial contact with the Veteran and/or representative - whenever possible, the decision maker may conduct the conference when successful contact is first made, but only if the claimant or representative (whichever is identified on the VA Form 20-0996 for contact) feels comfortable to hold the conference at that time; the decision maker must advise that the informal conference may be scheduled for a later date
update the designated scheduling system for the scheduled informal conference
follow either step 3 or step 6 of the table in M21-5, Chapter 5, Topic 3.h, depending on which attempt resulted in the informal being successfully scheduled
prior to the informal conference, the decision maker should conduct a review of the contested decision to ensure familiarity with all issues and the applicable evidentiary record
follow the instructions on the HLR Informal Conference Worksheet by reading to the claimant or representative the script on the purpose of the conference
complete an HLR Informal Conference Worksheet, describing in detail the specific error(s) of fact or law identified by the claimant or representative
complete a new decision for all HLR issues
if applicable, provide a copy of this worksheet to the claimant’s accredited representative, and
associate the worksheet with the Veteran's eFolder.

Important: 38 CFR 3.2601 notes that the decision maker with authority over the issues must be the one to conduct the informal conference, except under exceptional circumstances. "Exceptional circumstances" are significant events such as, but not limited to, the employee resigning or retiring from VA, reassignment to another position that does not have decision making authority, or an extended period of leave (for example, maternity leave for several months).

In the event that the employee who completed the informal conference is unable to render the final decision, follow the steps in the table below.

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Step	Action
1	Contact the claimant or representative by telephone to explain that the employee who conducted the informal conference is unable to render the final decision. Only one attempt to contact the claimant and/or representative is required.
2	Ask the claimant to elect one of the following options: take part in a new informal conference with a different decision maker Follow the steps in the scheduling table in M21-5, Chapter 5, Topic 3.h, add the tracked item for the scheduled informal conference, and continue following the remaining steps to complete the scheduling action forego a new informal conference, with the understanding that the new decision maker will review and consider all notes (such as the HLR Informal Conference Worksheet) from the initially completed informal conference Document the election on VA Form 27-0820 and upload to the eFolder.
3	If neither the claimant nor authorized representative can be reached, the new decision maker may proceed with the final decision, while ensuring that all available notes from the informal conference are reviewed and considered. Enter a permanent note in VBMS annotating the attempted contact and that neither the claimant nor representative (if applicable) could be reached.

Note: While the addition of an HLR Informal Conference Worksheet does not technically constitute "new evidence considered," list it nevertheless as evidence in the decision document. Using the completed HLR Informal Conference Worksheet, the decisionmaker should explain in the HLR rating decision narrative why VA’s earlier decision had a factual error, based on the evidence that was available at that time, especially if explaining the error helps support the HLR decision. The decisionmaker can and should consider the arguments obtained by the informal conference in the rating decision narrative. Refer to M21-5, Chapter 5, Topic 4 for further information on new evidence standards.

Reference: For more information on necessary system updates for scheduling informal conferences, see M21-5, Chapter 5, Topic 3.h.

5.3.h. Informal Conference Scheduling

The following procedures outline the steps for scheduling an informal conference, including both telephonic scheduling and Veteran/representative self-scheduling through the Visitor Engagement Reporting Application (VERA).

A self-scheduling or other electronic solicitation does not constitute an official attempt to schedule the informal conference; if the claimant or representative does not self-schedule through VERA, attempt to contact the appropriate parties by telephone to schedule the informal conference.

All scheduling efforts, whether telephonic or self-scheduled, must be documented and updated in accordance with systems compliance requirements.

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Step	Action
1 - Initial Actions	Confirm on the VA Form 20-0996 that the informal conference was requested. Verify the HLR - Informal Conference tracked item is added under the correct EP. Verify the Informal Conference special issue is attached to at least one contention. Verify the claim status shows as "Open." Check VERA to see if the informal conference is scheduled: If the informal conference is scheduled in VERA, go to step 2A. If the informal conference is not scheduled in VERA, go to step 2B. Note: If an informal conference was not requested on the VA Form 20-0996: Remove the Informal Conference special issue. Mark the HLR - Informal Conference tracked item "In Error." Complete the Work Item, selecting "Ready for Decision" as the claim status. To have the claim remain assigned to you, select your name as the assignment. Reference: For more information on verifying informal conference selections in VA Form 20-0996, see M21-5, Chapter 5, Topic 3.d.
2A – Informal Conference is Self- Scheduled in VERA	Add the tracked item HLR – Scheduled Informal Conference. Enter the date of scheduled informal conference under the HLR – Scheduled Informal Conference tracked item suspense date. Enter the date of the successful contact (i.e., date the informal conference is scheduled in VERA) into the “Received Date” column under the HLR – Informal Conference tracked item. Once the informal conference is held, go to Step 8. If the Veteran or representative is a “no show” for the day and time of the scheduled informal conference, go to Step 9. Note: If it is self-scheduled, do not input a date into “Follow Up 1” or “Follow Up 2” for the HLR – Informal Conference tracked item. An electronic attempt to schedule an informal conference does not constitute an official attempt to schedule the informal conference.
2B - Initial Attempt to Schedule the IC	Proceed with this step if VERA does not show a scheduled informal conference. Initiate the first telephonic attempt to schedule the informal conference. Enter the date of the initial attempt into the "Follow Up 1" column under the HLR - Informal Conference tracked item. If contact is successful and the informal conference is scheduled, move to step 3. If the claimant cannot be reached and the informal conference is not scheduled, move to step 4.
3 - Initial Attempt to Schedule the IC - Successful, IC Scheduled	Add the tracked item HLR - Scheduled Informal Conference. Enter the date of the scheduled IC under the HLR - Scheduled Informal Conference tracked item suspense date. Enter the date of the successful contact into the "Received Date" column under the HLR - Informal Conference tracked item. Update VERA with the scheduled informal conference. Go to step 8 once the informal conference is held. If the Veteran and representative (if one is appointed) are a “no show” for the day and time of the scheduled informal conference, go to step 9.
4 - Initial Attempt to Schedule the IC - Unsuccessful	Update the HLR - Informal Conference tracked item suspense date for the second attempt in three business days. Please refer to the Note in M21-5, Chapter 5, Topic 3.e for counting business days and required VBMS notes/electronic folder documentation. Proceed to step 5.
5 - Second Attempt to Schedule the IC	Make the second telephone attempt to schedule the informal conference. Enter the date of the second attempt into the "Follow Up 2" column under the HLR - Informal Conference tracked item. If contact is successful and the informal conference is scheduled, move to step 6. If the claimant cannot be reached and the informal conference is not scheduled, move to step 7.
6 - Second Attempt to Schedule the IC - Successful, IC Scheduled	Add the tracked item HLR - Scheduled Informal Conference. Enter the date of the scheduled IC under the HLR - Scheduled Informal Conference tracked item suspense date. Enter the date of the successful contact into the "Received Date" column under the HLR - Informal Conference tracked item. Update VERA with the scheduled informal conference. Go to step 8 once the informal conference is held. If the Veteran and representative (if one is appointed) are a “no show” for the day and time of the scheduled informal conference, go to step 9.
7 - Second Attempt to Schedule the IC - Unsuccessful	Mark the HLR - Informal Conference tracked item as "Closed" with the date of the second attempt. Complete the Work Item, selecting "Ready for Decision" as the claim status. To have the claim remain assigned to you, select your name as the assignment Reference: For more information on unsuccessful attempts to schedule an informal conference, see M21-5, Chapter 5, Topic 3.f.
8 - Successfully Completed IC	Mark the HLR - Scheduled Informal Conference tracked item as "Received" with the date of the informal conference. Complete the Work Item, selecting "Ready for Decision" as the claim status and your name as the assignment. Update VERA accordingly. Reference: For information on updating VERA, see VERA User Fundamentals.
9 - No Show	Make three attempts, approximately five minutes apart, to contact the other party. If the other party does not attend after the third attempt, classify the informal conference as a no-show. A no-show occurs when the other party fails to attend despite multiple contact attempts. In VERA, mark the appointment as "No-Show" for the scheduled time. Document the attempts to contact the other party of VA Form 27-0820, Report of General Information, and upload to the VBMS eFolder. Mark the HLR - Scheduled Informal Conference tracked item as "Closed" with the date of the informal conference. Complete the Work Item, selecting "Ready for Decision" as the claim status and your name as the assignment.

5.3.i

Self-Scheduled Conference on Ineligible HLR

In instances where the HLR is established and the informal conference is self-scheduled by the Veteran or representative, but the HLR is then determined to be ineligible, follow the steps in the table below.

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Step	Action
1 - Cancel the informal conference	If the HLR is determined to be ineligible prior to the scheduled informal conference, the informal conference should be formally cancelled. Update VERA accordingly. Reference: for information on updating VERA, see VERA User Fundamentals.
2 - Document the cancellation	The informal conference cancellation must be documented in VBMS, indicating that the conference was scheduled but not held due to the ineligibility of the HLR. Document on a VA Form 27-0820, Report of General Information and upload into VBMS. Add a VBMS claim note of the informal conference cancellation. Refer to M21-5, Chapter 4, Topic 2, f to notify the claimant and address the EP030.