How we use market research

We regularly do market research with people who use our services and we may ask you to take part. Your views count and can help make a real difference.

About our market research

We want to know what you think about the way we do things. Your feedback can help improve our service to you.

Most of the research we ask for your help on is about:

  • your satisfaction with how we serve you
  • new processes or services
  • our information materials
  • our delivery of government programs.

We may ask for your feedback using:

  • phone surveys
  • online surveys or discussion boards
  • discussion groups or individual interviews.

User testing and trials

We also do user testing to help us learn and understand how people use our products and services. This can involve testing different versions of the same message. This is why you may get a letter or an SMS which is different to someone else.

We may contact you to take part in workshops, user testing or trials. Research done by our staff must follow the same rules as research done by a contracted company.

Research companies

We use reputable, independent market research companies to do research work on our behalf. We understand you may be more comfortable giving your honest opinion about us to someone who’s not one of our staff.

Research companies may send SMS invitations or reminders. These may include a direct link to a survey.

Research companies recruit people most relevant to the research topic to take part. This can be people who access our services as well as other members of the public.

Contact times

We, or a market research company, may contact you between:

  • 9:00 am to 8:30 pm during the week
  • 9 am to 5 pm on the weekend.

We usually conduct research about how we serve you several days after you have used one of our services.

Participating in research

You don’t have to take part in any research activity if you don’t want to. You may agree to help with one research project and decline another. Your decision won’t affect any payment or service you get from us.

If you don't want to be part of any market research we do, you can ask to be removed from future sample lists. To do this, call the complaints and feedback line and let them know.

Market research isn’t the same as telemarketing. You can register your details on the Do Not Call register to stop telemarketers calling you. The Do Not Call Register doesn’t cover market research.

Read more on the Do Not Call Register website.

Protecting your privacy

We and the research companies we use are bound by confidentiality and privacy laws. Our contracts with research companies contain legally binding provisions to protect your privacy.

We only give contracted research companies information about you when they need it for their research. Your information stays confidential and is:

  • not used for any purpose except for the specific research activity
  • not given to anyone else
  • destroyed or returned to us when the research is over.

We’ll never ask you for personal financial information, including your bank details for our research.

Read more about your right to privacy and our Privacy Policy.

Your opinions are anonymous

We don't know if you’ve taken part in any research or survey, or the response you have given.

We'll only know you’ve been contacted for a research project if you tell us about it.

Knowing your rights

If you're contacted for a research project, you have the right to:

  • ask for the company name, phone number and name of the interviewer
  • ask the interviewer to ring you back at a time that’s more convenient for you
  • contact us to check the research is genuine and legitimate before you answer any questions
  • say no to answering some or all of the questions
  • end the interview if you're unhappy with any of the questions or the interviewer’s manner.

If you have any concerns about the way the research was conducted, call our complaints and feedback line Monday to Friday 8:30 am to 4:30 pm.

If you're deaf or have a hearing or speech impairment, call our TTY Customer Relations Service, Monday to Friday 8:30 am to 4:30 pm.

Confirming a research company is genuine

You can view Australian research companies that comply with the Code of Professional Behaviour. The details are available on the Australian Market and Social Research Society (AMSRS) website.

Page last updated: 1 October 2019