VCAT customer research is now underway

Posted on 22 Aug 2018

VCAT is transforming its services to make it easier for more people to access its services – online, in person and over the phone. We want to provide better support, simpler processes and greater convenience as part of our Customer Service Improvement Program.

To get a better understanding of how people experience VCAT's service and the issues they may encounter, we have commissioned Information and Design to conduct independent user research. This will inform service enhancements across our website, forms and other channels. The user research is expected to conclude by November.

Will the research affect participant's VCAT case?

No, VCAT will not be able to identify the participants nor the cases they are involved in.

Complaints or concerns

If you have any questions, contact Gerry Gaffney from Information and Design, on 0409 424 404 or

If you have a complaint or concern about how the study is being run, you can submit feedback or a complaint directly to VCAT by emailing or completing our complaint form.