Client Satisfaction Survey
Verity Pane made this Freedom of Information request to Department of Veterans' Affairs
This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.
Dear Department of Veterans' Affairs,
I previously requested for documents on your client satisfaction survey methodology which received a few vaguely relevant documents, heavily redacted, two years later (https://www.righttoknow.org.au/request/c...)
In follow-up to that FOI, which did contain a table showing the proposed age, gender, state/territory location, and recent contact or not with CCF distribution for that telephone only survey (page 2 of that released document), I apply for copy of the document/s that records the demographics of the sample data obtained by that survey (what the sample population demographics were, not what it was proposed to be).
If it is easier to access, the document may be from the most recently carried out client satisfaction survey report.
I also seek copy of any document that records why Veterans' Affairs persists in using only a telephone survey, which results in an over-representation of much older veterans and war widows, given people under 50 typically do not respond to CATI calls (which come from an unlisted number), especially since CATI is far more expensive than CASI.
Yours faithfully,
Verity Pane
Dear Ms Pane,
Please see correspondence below.
Chantal (Position Number 62212962)
Senior Legal Officer
Information Law Section
Legal Services and Audit Branch
Department of Veterans’ Affairs
e [1][email address]
From: INFORMATION.LAW <[email address]>
Sent: Tuesday, 11 January 2022 3:25 PM
To: '[FOI #8248 email]'
Cc: INFORMATION.LAW <[email address]>
Subject: FOI Request - LEX 47368 - Acknowledgement [SEC=OFFICIAL]
Dear Ms Pane
Freedom of Information Request: LEX 47368
I refer to your request for access to documents held by the Department of
Veterans’ Affairs (Department) under the Freedom of Information Act 1982
(FOI Act). Your request was received by the Department on 6 January 2022
and was made in the following terms:
I previously requested for documents on your client satisfaction survey
methodology which received a few vaguely relevant documents, heavily
redacted, two years later
([2]https://www.righttoknow.org.au/request/c...)
In follow-up to that FOI, which did contain a table showing the proposed
age, gender, state/territory location, and recent contact or not with CCF
distribution for that telephone only survey (page 2 of that released
document), I apply for copy of the document/s that records the
demographics of the sample data obtained by that survey (what the sample
population demographics were, not what it was proposed to be).
If it is easier to access, the document may be from the most recently
carried out client satisfaction survey report.
I also seek copy of any document that records why Veterans' Affairs
persists in using only a telephone survey, which results in an
over-representation of much older veterans and war widows, given people
under 50 typically do not respond to CATI calls (which come from an
unlisted number), especially since CATI is far more expensive than CASI.
In accordance with section 15(5)(b) of the FOI Act, the due date for a
decision on your request is 7 February 2022.
Publication of documents
Please note that information released under the FOI Act may later be
published online on our disclosure log at
[3]https://www.dva.gov.au/about-dva/freedom...
subject to certain exceptions, such as if the documents relate to your own
personal information. The Department will advise you in its decision
whether details of your request will be published on the disclosure log or
not.
Contacting us about your request
We will contact you using the email address you have provided. Please
advise if you would prefer us to use an alternative means of contact.
If you have any questions, please contact me using the following details:
Post: Information Law Section, Legal Services & Audit Branch
GPO Box 9998 CANBERRA ACT 2601
Facsimile: (02) 6289 6337
Email: [4][email address]
Kind regards
Jasmine (Position Number 62329540)
FOI Officer
Information Law Section
Legal Services and Audit Branch
Department of Veterans’ Affairs
e [5][email address]
References
Visible links
1. mailto:[email address]
2. https://www.righttoknow.org.au/request/c...
3. https://www.dva.gov.au/about-dva/freedom...
4. mailto:[email address]
5. mailto:[email address]
Dear Verity Pane,
Please find attached our decision of even date.
Kind Regards
Jasmine (Position Number 62329540)
Information Access Officer
Information Law Section
Legal Services and Audit Branch
Department of Veterans’ Affairs
e [1][email address]
References
Visible links
1. mailto:[email address]
Verity Pane left an annotation ()
Given CATI is an order of magnitude more expensive, and is accepted as skewing the survey towards elderly clients, a 4/5th reduction in CASI numbers at much greater cost, to double CATI numbers, is bizarre - particularly when the claim that this will "save money in the future" does not make any sense.
The Commonwealth procurement policy requires value for money, and allowing a contractor to say we'd prefer you spend more than is necessary or reasonable just because it would fit within budget is illogical.