You Said: Be genuinely interested in me
We will: Listen to your feedback and be responsive to your needs
Measure
Satisfaction with services and responsiveness to needs by Medicare Australia staff.
Performance
Market Research was undertaken for Online Services in June 2008. Focus group participants were asked to register for online services and access the products. Results from this focus testing concluded that the registration process was faster and easier than people had expected from a Government website/service.
The Online Services page was well received. It was clear and easy to use. The services were easy to access and click through screens were easy to navigate around. It was also easy to achieve the goal of the service e.g. change details, or print out a tax statement.
- 30 September 2007 there were 320,396 registered online customers
- 30 September 2008 there were 739,147 registered online customers
Measure
A 1800 complaints and feedback line has been established for the public and providers in June 2006.
Performance
For the period 1 July 2008 to 30 September 2008 there were 689 calls made to the Complaints and Feedback Line. All of these have been resolved.
We will: Respond to your complaints promptly
Measure
Respond quickly to complaints.
Performance
We will acknowledge your feedback within 2 working days and respond to all feedback within 10 working days.
For the period 1 July 2008 to 30 September 2008, of the 769 complaints received by Medicare Australia 98% were acknowledged within 2 working days and 95% were responded to within 10 working days.
Last updated: 12 November, 2008