How we use market research

We regularly do market research with our customers and you might be asked to take part. Your views count and can help make a real difference.

About our market research

We want to know what you think about the way we do things so we can improve our service to you.

Most of the research we ask for your help on is about:

  • your satisfaction with our customer service
  • new processes or services
  • our information materials
  • our delivery of government programs

We might ask you for your feedback using:

  • telephone surveys
  • online surveys or discussion boards
  • discussion groups or individual interviews

We sometimes send an SMS invitation or reminder, which may include a direct link to a survey.

We invite randomly selected people that are most relevant to the research topic to take part. This can be both customers and members of the public.

Research companies

We use reputable, independent market research companies to do the research work on our behalf. We believe you'll be more comfortable giving a full and honest opinion about us to someone who is not one of our staff.

Sometimes we may contact you directly to take part in workshops or trials. Research done by our staff must follow the same rules as research done by a contracted company.

Contact times

We, or a market research company, may contact you between:

  • 9:00 am to 8:30 pm during the week, or
  • 9 am to 5 pm on the weekend

Research contacts about our customer service are usually several days after you have used one of our services.

You choose whether to take part

You don’t have to take part in any research activity if you don’t want to.

You may agree to help with one research project and decline another. Your decision will not affect any payment or service you get from us.

If you don't want to be contacted for any market research we do, call the complaints and feedback line. We'll remove your details from future customer sample lists.

Market research is not the same as telemarketing. You can register your details on the Do Not Call register to stop telemarketers calling you. Market research is not covered by that register.

Read more about the Do Not Call website.

Protecting your privacy

We and the research companies we use are bound by confidentiality and privacy laws. Our contracts with research companies contain legally binding provisions to protect your privacy.

We only give contracted research companies information about you when it is needed to do the research. Your information stays confidential and:

  • can't be used for any purpose except for the specific research activity
  • can't be given to anyone else, and
  • must be destroyed or returned to us when the research is over

You'll never be asked for personal financial information, including your bank details for our research.

Read more about your right to privacy and our Privacy Policy.

Your opinions are anonymous

We don't know if you have taken part in any research or survey, or the response you have given.

We'll only know you have been contacted for a research project if you contact us about it.

Your rights

If you're contacted for a research project, you have the right to:

  • ask for the company name, telephone number and name of the interviewer
  • ask the interviewer to ring you back at a time that is more convenient for you
  • contact us to check the research is genuine and legitimate before you answer any questions
  • say no to answering some or all of the questions
  • end the interview if you're unhappy with any of the questions or the interviewer’s manner

If you have any concerns about the way the research was conducted, call our complaints and feedback line Monday to Friday 8:30 am to 4:30 pm.

If you're deaf or have a hearing or speech impairment, call our TTY Customer Relations Service, Monday to Friday 8:30 am to 4:300 pm.

How to confirm a research company is genuine

All members of Australian research companies that comply with the Code of Professional Behaviour are listed on the Australian Market and Social Research Society (AMSRS) website.

Page last updated: 27 August 2017