Gaining a greater understanding of our clients’ perspective is crucial to improving our service delivery. That’s why we’ve run client satisfaction surveys since 1995. Through the feedback we receive from our clients from their interactions with DVA over the past 12 months, we gain valuable insights to help inform how we can improve services and support for veterans and families of veterans.
This year, we’ve partnered with independent ORIMA Research. Their handling of the survey on our behalf ensures the data is statistically robust and objective. Recently, we contacted a large number of randomly selected DVA clients by letter or email. This was to advise of the upcoming Client Insights Survey and provide a chance to opt-out of participating. ORIMA Research will be in contact with a random sample of these DVA clients to take part in the survey, which takes about 15-20 minutes to complete.
All answers are completely confidential and any identifiable personal details, will not be passed on to DVA. Answers will not affect participant benefits or service entitlements from DVA in any way. All information will be collected and stored in line with the Australian Privacy Principles and the Privacy Act 1988 (Cth).
Understanding your experience is critical to our ongoing reform efforts, that’s why your feedback is so important. Through feedback we've received from the Client Insights Survey we've made digital improvements to MyService, improved channels which clients can communicate with us, and it's influenced service delivery improvements to streamline the claims process.
Your views are essential as we continue to transform, putting veterans and veteran families first today, and into the future.
To find out more about the survey, visit www.dva.gov.au/survey.