How we use market research

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.

Website user testing

In May 2021, we’re running online user testing to help us improve how we organise our website. You may see a banner with a link to participate while you’re browsing our site.

If you want to participate, the link in the banner will direct you to an Optimal Workshop webpage. We’ll ask you to drag and drop page titles to make a website structure. We’ll also ask one broad question about your circumstance to ensure the website works for as many circumstances as possible. We won’t ask for your identifying details, so your suggestions can’t be tied to any government accounts. Once you’re happy with the website structure you’ve made, you can select submit.

If you don’t want to participate, you can close the banner by clicking on the cross.

User testing and trials

We 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 email notifications and invitations to you to participate in research. These electronic communications give you the option to ‘opt out’ of participating.

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.

At your request we’ll remove you from future sample lists. We’ll do this if you don't want to be part of any market research we do. To do this, call the Feedback and complaints line.

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 you can call us. Call our Feedback and complaints line Monday to Friday 8:30 am to 4:30 pm.

If you're deaf or have hearing loss or speech disability, call our TTY Customer Relations Service. Freecall™ 1800 810 586, Monday to Friday 8:30 am to 4:30 pm or call via the National Relay Service.

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 Research Society website.