Annual Report 2017-18

Customer satisfaction

The department’s service commitments are a public expression of its vision of delivering excellent services to the Australian people while delivering on the outcomes and expectations of government.

The department's service committments

The department’s service commitments are a public expression of its vision of delivering excellent services to the Australian people while delivering on the outcomes and expectations of government. They cover:

  • what people can expect from the department under the four themes of respect, quality information, honesty and integrity, and efficiency
  • the department’s business improvement priorities, such as designing products and services that take people’s feedback into account
  • what people can do to help the department, such as providing complete, accurate and timely information about their circumstances and treating staff with courtesy
  • how people can offer feedback about service delivery and have complaints resolved.

The department’s service commitments underpin its business priorities. They are available on the department’s website.

Summary of performance against service committments

This is an overview of the department’s performance against each of the four service commitment themes. The results are based on responses to a survey conducted throughout 2017–18 that asked about each respondent’s most recent interaction with the department. Respondents who were unable to provide an answer were removed from the calculation of results.

The department has an ongoing focus on improving the way services are delivered in line with the expectations of the Australian community. There has been an improvement in results against all four of the service commitment themes in 2017–18.

Respect

We will listen and work with you to understand your individual and cultural needs—measured by people’s assessment of staff behaviour:

  • 92.3% of people surveyed about Centrelink services agreed that staff treated them with respect and 80.8% agreed that staff took into account their individual circumstances
  • 94.4% of people surveyed about Medicare services agreed that staff treated them with respect and 89.4% agreed that staff took into account their individual circumstances
  • 90.1% of people surveyed about Child Support services agreed that staff treated them with respect and 85.1% agreed that staff took into account their individual circumstances

Quality information

We are committed to providing consistent and accurate information—measured by people’s assessment of the consistency and accuracy of information:

  • 83.6% of people surveyed about Centrelink services agreed that staff had told them everything they had to do to get the service and 84.2% agreed that they were given accurate information
  • 92.4% of people surveyed about Medicare services agreed that staff had told them everything they had to do to get the service and 93.3% agreed that they were given accurate information
  • 87.8% of people surveyed about Child Support services agreed that staff had told them everything they had to do to get the service and 89% agreed that they were given accurate information

  • 79.8% of people surveyed about Centrelink services agreed that staff gave them information that was consistent with what they had already heard or read
  • 89.8% of people surveyed about Medicare services agreed that staff gave them information that was consistent with what they had already heard or read
  • 85.7% of people surveyed about Child Support services agreed that staff gave them information that was consistent with what they had already heard or read.

Honesty and integrity

We will be open and honest and follow through on our commitments—measured by people’s assessment of information that is clear and easy to understand:

  • 85.1% of people surveyed about Centrelink services agreed that staff gave them information that was clear and easy to understand
  • 92.3% of people surveyed about Medicare services agreed that staff gave them information that was clear and easy to understand
  • 87.4% of people surveyed about Child Support services agreed that staff gave them information that was clear and easy to understand.

Efficiency

We will simplify the way we deliver services to you—measured by people’s assessment of staff promptness and efficiency:

  • 82.2% of people surveyed about Centrelink services said that staff were prompt and efficient
  • 86.4% of people surveyed about Medicare services said that staff were prompt and efficient
  • 87.8% of people surveyed about Child Support services said that staff were prompt and efficient.

Satisfaction Research Program

In 2017–18 the department engaged a new market research provider to administer its Satisfaction Research Program. This program includes a number of survey modules designed to measure satisfaction with the department’s service delivery:

The Transactional Survey measures people’s perceptions of the quality of service they received in their most recent interaction with the department.

The Relationship Survey measures people’s general perceptions of and engagement with the department.

The Health Provider Survey measures satisfaction with the department’s services to health professionals, including aged care providers, pharmacists, general practitioners and practice managers.

Table 55: Summary of the department’s satisfaction survey activities
Survey title Target audience, timing and sample size Results 2016–17 Results 2017–18
Transactional Survey

Random selection of current users who have recently interacted with the department

Continuously throughout the year

Approximately 26,469 surveys completed through phone interviews and 1,525 surveys completed through interactive voice response

Satisfied with:

Centrelink services: 69.5%

Medicare services: 81.7%

Child Support services: 84.9%

Satisfied with:

Centrelink services: 75.2%See footnote(a)

Medicare services: 83.7%See footnote(a)

Child Support services: 74.5%

Relationship SurveySee footnote(a)

Random selection of users who have had any interaction with the department in the previous 12 months

Annually

2,980 surveys completed

Satisfied with:

Centrelink: 50%

Medicare: 71%

Child Support: 46%

Satisfied with:

Centrelink: 46.5%

Medicare: 70.5%

Child Support: 38.8%

Health Provider Survey

Random selection of health professionals who have interacted with the department in the previous 12 months

Annually

1,762 surveys completed

Satisfied with or neutral about the department’s services:

Pharmacists: 94%

Practitioners: 89%

Practice managers: 82%

Satisfied with or neutral about the department’s services:

Pharmacists: 95.5%

Practitioners: 86.4%

Practice managers: 86%

Aged Care Providers:See footnote(b) 74.9%

Note: As the survey methodology changed in 2017–18, the results should not be compared with those of previous years.

  1. Due to a change in survey provider, results are from September 2017 only. (Child Support surveys are conducted via interactive voice response and were not affected by the change in provider.)
  2. In 2017–18, aged care providers were added as a cohort.

Feedback on services

The department is committed to delivering high-quality services to the Australian people. Receiving feedback is valuable, as it helps improve business processes and deliver better services.

The department is committed to ensuring that people are aware of their right to complain and provide feedback. They can do so:

  • by calling the complaints and feedback line
  • online via their myGov account or at department’s website
  • by calling one of the department’s international phone numbers from overseas
  • by mail (no postage stamp required)
  • by calling the National Relay Service for people who are deaf or have a hearing or speech impairment
  • by speaking to a service officer at any service centre or on the phone.

The number of complaints the department received in 2017–18 about its services was 265,293, or 0.19% of the more than 139 million interactions for that period.

In 2017–18 the department received 10,975 compliments. Of these, 88.2% were about the service provided by staff, 6.2% were about programs and 5.6% were about products.

The department actively encourages feedback and suggestions about programs, services and new initiatives. In 2017–18 the department received 8,386 suggestions.

Centrelink feedback

In 2017–18 the department recorded 253,752 feedback contacts about Centrelink services. Of these, 236,563 were complaints. The top three complaint reasons, by volume, were:

  • dissatisfaction with a claim, application or assessment process, including waiting too long, needing to contact the department multiple times to progress the matter, and not being updated on progress (40.7%)
  • dissatisfaction with a decision, outcome or payment, including waiting too long, a cancellation or suspension, or a payment not being received (26.8%)
  • difficulties with phone services, including busy or engaged signals, call wait times, and call disconnections (12.1%).

Medicare feedback

In 2017–18 the department recorded 12,254 feedback contacts about Medicare services. Of these, 10,472 were complaints. The top three complaint reasons, by volume, were:

  • dissatisfaction with a claim, application or assessment process, including waiting too long, incorrect information, and requests for information (32.5%)
  • dissatisfaction with a decision, outcome or payment, including a payment not being received, waiting too long, or the amount of payment (19.9%)
  • difficulties with digital services, including inability to complete a transaction, inability to access, and lack of user friendliness (17.8%).

Child Support feedback

In 2017–18 the department recorded 18,711 feedback contacts about Child Support services. Of these, 18,258 were complaints. The top three complaint reasons, by volume, were to do with:

  • collection, including lack of collection, issues with account balance, and issues with employer withholding (31.4%)
  • quality of service, including lack of courtesy, poor advice, and inaction (30.1%)
  • assessment, including income used, care level used, and change of assessment (22.2%).

Responses to complaints and feedback

The department is committed to continuous service improvement and reducing overall complaint volumes. Complaints, compliments and suggestions are used to improve service delivery, training, and procedural and communication guidelines.

The department uses data analytics techniques to identify the underlying causes of complaints and determine the actions needed to resolve these issues. Trends in complaints are regularly monitored and reports are provided to service and process teams so that the issues identified can be addressed.

The department provides staff with comprehensive training and guidance materials covering all aspects of complaints management. In July 2017 feedback from staff was also used to improve training in how to manage and record complaints and feedback.

This information was printed Friday 24 May 2019 from https://www.humanservices.gov.au/organisations/about-us/annual-reports/annual-report-2017-18/part-4-customer-engagement-and-feedback/customer-satisfaction It may not include all of the relevant information on this topic. Please consider any relevant site notices at https://www.humanservices.gov.au/individuals/site-notices when using this material.

Page last updated: 17 April 2019