Customer survey results out now

Posted on 21 Feb 2017

 VCAT's customers have rated their satisfaction with our services at 85 per cent. 

This is the overall satisfaction rating achieved during a customer survey carried out in September 2016. 

In response to the feedback we will focus on four key areas for service improvements: 

  • accessibility of information 
  • efficiency of VCAT processes 
  • improving language support 
  • assisting vulnerable and disadvantaged customers.

The annual customer survey is an initiative of our Customer Service Improvement Program, which aims to deliver on three key projects: 

  • standardising and streamlining processes and procedures, to improve customers' experience in dealing with VCAT 
  • moving to a single phone number and modernised service operations, to make it easier for our customers to contact us 
  • creating a framework for future customer service, including a revised service commitment and complaints policy, as well as the annual customer satisfaction survey.

For more detail about the survey results, see our 2016 customer survey results page