DVA Client Satisfaction Survey 2019 Results

The Client Satisfaction Survey is a key tool for the Department of Veterans’ Affairs (DVA) to learn more about our clients’ experiences so we can improve the way we serve veterans and their families.

As part of DVA’s ongoing commitment to its transformation program, the Survey has moved to an annual activity, the most recent being in June and July 2019.

Results of the 2019 DVA Client Satisfaction Survey are presented in two key products:

Key Insights. The survey results show 84% of veterans are satisfied with DVA overall, a slight increase on 81% in 2018. While older veterans remain more positive about DVA’s service delivery compared to younger veterans, the satisfaction levels for veterans aged under 45 years has shown continuous improvement since 2016.

2019 Client Satisfaction Survey questions are also available:
2019 Survey Questions (PDF 400 KB)

2018 Client Satisfaction Survey Results

DVA 2019 Client Satisfaction Survey

“The Department of Veterans’ Affairs (DVA) is currently preparing for 2019 Client Satisfaction Survey, which will be held in June/July this year.

The survey seeks to understand how clients feel about their interactions with DVA, and how we can improve the way we provide services and support to veterans and their families. Understanding the experiences of our clients and capturing feedback is critical during this period of change, which is why DVA has committed to conducting the Client Satisfaction Survey on an annual basis.

ORIMA Research, an independent market research company, will conduct the survey on DVA’s behalf, and will ensure the collection of statistically robust and objective data.

Clients selected as part of the sample group, will receive a letter in the first instance, explaining the survey process and how to opt out of the survey if they do not wish to participate. As per 2018, approximately 3,000 clients will be contacted by ORIMA Research to respond to the telephone survey. The survey calls generally take approximately 20 minutes to complete.

All information will be collected and stored in accordance with the Australian Privacy Principles and the Privacy Act 1988 (Cth). Answers given by participants are completely confidential and any personal details which may identify participants in any way, will not be passed to DVA. Answers will not in any way affect benefits or services which participants are entitled to from DVA.

Information about the survey can be found on DVA’s website. If you have any questions please email us at [email protected], or call the general enquires line on 1800 555 254.

I encourage you and your members to participate in this survey as DVA values your views and feedback as we work to transform to put veterans and their families at the centre of our business.

Yours sincerely,”

download 2019 05 01T085359.455

Liz Cosson AM CSC

Secretary
Department of Veterans’ Affairs

Online Survey: DVA Rehabilitation Appliances

DVA is conducting a review of its rehabilitation appliance services.
Rehabilitation appliances assist DVA clients to minimise the impact of disabilities and enhance quality of life. They include a wide variety of items ranging from aids to help with mobility, to continence products, to home modifications that allow people with disabilities to remain living in their home. DVA provides rehabilitation appliances under the Rehabilitation Appliances Program (RAP) for eligible people, as well as under rehabilitation plans.

The aim of the Review is to ensure that DVA’s rehabilitation appliance services continue to be appropriate, effective and efficient in meeting the needs of the veteran community. It will also ensure the services are flexible and responsive in catering for the needs of all DVA clients, regardless of age.

If you have feedback you would like to share about your experiences with DVA aids and appliances, you can fill in the online survey here. The closing date for survey responses is 29 August 2018. Recommendations resulting from the Review are expected to be finalised by the end of 2018.

Kind regards
Amanda Green
Executive Assistant to Ms Leanne Cameron
Deputy Commissioner Queensland
Assistant Secretary Client Coordination and Support
Ph: 07 3223 8737 (#470737)
Fax: 07 3223 8304
[email protected] <mailto:[email protected]>

DVA – 2018 Client Satisfaction Survey

The Department of Veterans’ Affairs (DVA) is preparing fits Client Satisfaction Survey (CSS), to collect information about clients experience interacting with DVA to help identify ways to improve its services.

The  Survey seeks the views of around 3,000 veterans and dependants who are currently receiving services from DVA. ORIMA Research, an independent market research company, is conducting the survey on DVA’s behalf.

Those selected to participate in the survey will receive a letter in July advising them about the survey and instructions on how to opt out of the survey for people not wanting to participate. An ORIMA  survey interviewer  will telephone between late July and the end of August 2018 to conduct the survey, which should take about 20 minutes to complete.

All information will be collected and stored in accordance with the Australian Privacy Principles and the Privacy Act 1988 (Cth). Answers given by participants will be completely confidential and any personal details which may identify participants will not be passed to DVA. Answers will not affect any benefits or services which participants receive from DVA, or to which they may become entitled in the future. If they wish, participants can discontinue the survey at any time.

Information about the survey can be found on DVA’s website w.dva.gov.au/survey.  Any questions email [email protected], or call the general enquiry line on 133 254.