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Consumer satisfaction survey

Consumer Satisfaction Survey 2019

People who use services that are provided by or funded through the Department of Communities (Disability Services) may be asked to give feedback as part of the annual Consumer Satisfaction Survey.

The next survey will be conducted between 12 February and 31 March 2019 by external consultant Patterson Research Group. More than 550 people will be contacted to take part in the telephone survey.

A final report is expected to be completed by 30 June 2019. The results will be available in the Disability Services 2018–2019 annual report.

Frequently asked questions

Why is the survey being held? 
We want to determine if people are satisfied with the services they receive. This information can help to improve services, while also informing policy development in areas such as community participation and demand for services.
Information is also used for our performance reporting to government.

Who will be asked to participate? 
More than 550 people who receive services provided by or funded through the Department will be asked to take part. Where possible, people with disability will be interviewed – otherwise their carers or support staff will be asked to respond.
People will be randomly selected for participation and will only be contacted if they have used disability services for one year or longer, and within the past 12 months.

What sorts of questions will be asked?
In addition to questions about satisfaction with services they receive, people will be asked how often they carry out various activities (such as go out for entertainment) and whether they would like to do these activities more or less often. 
There are also questions about how easy or difficult it is to access local services and amenities. Some questions are just for carers so we can also understand their experiences.  

When will the survey be conducted? 
The survey will be conducted between 12 February and 31 March 2019.

How will the survey be conducted? 
The survey will be conducted over the phone and take about 15 minutes. Where a person is unable to use a phone, the interview will be conducted in a format that suits them.

Can people refuse to participate? 
Yes, participation is voluntary and people can refuse to participate at any time. 

Will the information remain confidential? 
Yes. To ensure confidentiality and encourage people to openly express their opinions, an independent research company, Patterson Research Group, has been contracted to undertake the survey. Safeguards have been put in place to ensure the information they collect will not identify any individuals. 

Will service providers be identified? 
No, service providers will not be identified. 

Will the results of the survey be available?
Yes. Survey outcomes will be published in our annual report and social media.

Contact for the survey
If you have any further questions about the survey, please contact Nick Cantatore, Evaluation Officer, on 9426 9203 or email