DVA 2019 Client Satisfaction Survey

‘DVA surveyed over 3000 veterans and clients last year, with results helping to lead the way to improved services for veterans and their families’

Dear ESORT Members,

The Department of Veterans’ Affairs (DVA) is currently preparing for 2019 Client Satisfaction Survey, which will be held in June/July this year.

The survey seeks to understand how clients feel about their interactions with DVA, and how we can improve the way we provide services and support to veterans and their families. Understanding the experiences of our clients and capturing feedback is critical during this period of change, which is why DVA has committed to conducting the Client Satisfaction Survey on an annual basis.

ORIMA Research, an independent market research company, will conduct the survey on DVA’s behalf, and will ensure the collection of statistically robust and objective data.

Clients selected as part of the sample group, will receive a letter in the first instance, explaining the survey process and how to opt out of the survey if they do not wish to participate.  As per 2018, approximately 3,000 clients will be contacted by ORIMA Research to respond to the telephone survey. The survey calls generally take approximately 20 minutes to complete.

All information will be collected and stored in accordance with the Australian Privacy Principles and the Privacy Act 1988 (Cth).  Answers given by participants are completely confidential and any personal details which may identify participants in any way, will not be passed to DVA.  Answers will not in any way affect benefits or services which participants are entitled to from DVA.

Information about the survey can be found on DVA’s website www.dva.gov.au/survey.  If you have any questions please email us at client.survey@dva.gov.au, or call the general enquires line on 1800 555 254.

I encourage you and your members to participate in this survey as DVA values your views and feedback as we work to transform to put veterans and their families at the centre of our business.

Yours sincerely,

Liz

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