2021 Client satisfaction survey results
Dear Department of Veterans' Affairs,
BACKGROUND:
In a DVA press release on 16 November 2021 in regard to the 2021 Client Satisfaction Survey it noted it, “will take place between November 2021 and February 2022.”
I past years the annual results have been published on DVAs website although the 2021 results have not.
INFORMATION I AM SEEKING:
All final documents presented to DVA of the results of the 2021 annual survey.
Yours faithfully,
Alan ASHMORE
Dear Mr Ashmore
The Department of Veterans’ Affairs (the department) has received your
request for access to information under the Freedom of Information Act
1982 (FOI Act). I note you have requested access to the following:
‘All final documents presented to DVA of the results of the
2021 annual survey.’
Your request was received by the department on 4 January 2023 and the
ordinary 30 day statutory period for processing your request commenced
from the day after that date.
Extension of Time
Due to an increase in the number of information access applications
currently being received by the department, we are asking your agreement
to an extension of time for a further 30 days to process this request
under section 15AA of the FOI Act. This would mean that your request is
due on
5 March 2023.
If we are in a position to make a decision on your request earlier than
this date, we will endeavour to do so.
The statutory period may also be extended if we need to consult third
parties or for other reasons permitted under the FOI Act. We will advise
you if this happens.
If you do agree we will notify the Office of the Australian Information
Commissioner (OAIC) of your agreement under section 15AA of the FOI Act.
Charges
The department will advise you if a charge is payable to process your
request and the amount of any such charge as soon as practicable. No
charge is payable for providing a person with their own personal
information.
Your address
The FOI Act requires that you provide us with an address that we can send
notices to. You have advised your email address is
[1][FOI #9774 email]. Unless you tell us
otherwise, we will send all notices and correspondence to this address.
Disclosure log
Information released under the FOI Act may be published on a disclosure
log on our website, subject to certain exceptions. These exceptions
include where publication of personal, business, professional or
commercial information would be unreasonable.
Request to treat certain material as out of scope or irrelevant to the
request
To the extent the department has documents in its possession that fall
within the scope of your request, we intend to treat the following
information as out of scope or irrelevant to your request, pursuant to
section 22(1)(b)(ii) of the FOI Act:
1. The surnames, signatures and direct contact details of non-SES
Commonwealth employees and contractors, including clinical staff working
for Open Arms – Veterans & Families Counselling;
2. The surnames, signatures and direct contact details of serving
members of the Australian Defence Force; and
3. The signatures of third party individuals.
If you agree to the department treating these details as irrelevant, and
to our request for an extension of processing time, please advise by 12
January 2023.
Further assistance
If you have any questions about your request, please email
[2][DVA request email].
Regards
Fiona Position Number – 62211034
Information Access Registrations Officer
Information Access Unit / Client Access and Rehabilitation Branch
Client Engagement and Support Services Division
Department of Veterans’ Affairs
1800 VETERAN (1800 838 372)
[3][DVA request email]
[4]www.dva.gov.au
[5]cid:image002.png@01D7B6E3.69D49590[6]cid:image003.png@01D7B6E3.69D49590[7]cid:image004.png@01D7B6E3.69D49590[8]cid:image005.png@01D7B6E3.69D49590
[9]cid:image008.jpg@01D8EA24.8F7FA8A0
[10]cid:image009.jpg@01D8EA24.8F7FA8A0
References
Visible links
1. mailto:[FOI #9774 email]
2. mailto:[DVA request email]
3. mailto:[DVA request email]
4. http://www.dva.gov.au/
5. https://www.facebook.com/DVAAus
6. https://twitter.com/DVAAus
7. https://au.linkedin.com/company/australi...
8. https://www.youtube.com/DVATVAus
Dear INFORMATION.ACCESS,
I note your response of 5 January 2023 where you stated, “due to an increase in the number of information access applications being received by the department, we are asking your agreement to an extension of time for a further 30 days to process this request …………”
I note the Information Commissioner’s guideline 3.13 that states, “Agencies should ensure a sufficient number of officers are authorised at appropriatetly senior levels to make both original and internal review decisions.”
Accordingly, I do not agree to this extension for what should be information readily available as part of a management report. I also note the results of this external survey have previously been published on DVA's website but for reasons unknown the results I have requested have not appeared on DVA's website.
Yours sincerely,
Alan ASHMORE
Dear Mr Ashmore
Thank you for your information access request: LEX 55377.
Please find attached my decision letter and document relating to your request.
Kind regards,
Frankie| Information Access Officer
Position 62210799
Information Access Unit I Client Access and Rehabilitation Branch
Client Engagement and Support Services Division
Department of Veterans’ Affairs
[DVA request email]
www.dva.gov.au