Client Benefits Client Satisfaction Survey

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  1. About the Survey
  2. Who is Contacted?
  3. How are people contacted?
  4. Purpose

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About the Survey

The annual Client Benefits Client Satisfaction Survey (CBCSS) commenced in 2020 to gather client feedback on their experience with claims lodgement and processing. This is a qualitative measure to complement existing quantitative measures in relation to client benefits programs. For the 2023-2024 CBCSS, fieldwork was completed from 15 May – 9 June 2024.

The information collected helps DVA to improve the claims process and the services it provides.

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Who is Contacted?

A sample of clients who claimed for, and had a determination made, between 1 April 2023 and 31 March 2024 for income support, disability pension, war widow/er pension, funeral benefits and compensation benefits.

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How are people contacted?

In 2024, ORIMA Research were engaged to conduct the CBCSS. DVA wrote to a pool of eligible clients who had a relevant claim determined in the preceding 12 months. Upon receipt of this letter, clients were given the option to opt-out of further contact for the survey.

Thereafter, ORIMA Research contacted a sample of eligible clients, inviting them to complete the survey.

Please Note: The annual Client Benefits Client Satisfaction Survey is a different survey feedback project to the periodic Client Satisfaction Survey. Read more information on the Client Satisfaction Survey. 

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Purpose

The survey specifically covers the following Outcome 1 programs claims under the Veterans Entitlements Act 1986 (VEA), Safety, Rehabilitation and Compensation (Defence-related Claims) Act 1988 (DRCA) and Military Rehabilitation and Compensation Act 2004 (MRCA):

  • 1.1 Deliver veterans’ income support and allowances; 
  • 1.2 Deliver veterans’ disability support; 
  • 1.3 Deliver assistance to Defence widow/ers and dependants; 
  • 1.4 Deliver assistance and other compensation for veterans and dependants; and 
  • 1.6 Deliver income support and compensation under DRCA and MRCA.   

It also considers Aged Pension claims under the Social Security Act.

The survey results are used to report against the following performance measures in DVA’s Annual Report:

  • 1.1-5 – Income support and allowances;  
  • 1.2-3 – Disability support;  
  • 1.3-3 – Defence War widow/ers and Dependents Support;  
  • 1.4-3 – Funeral benefits; and  
  • 1.6-13 – Income support and compensation under DRCA and MRCA.       
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