Client benefits survey to be launched soon
DVA will soon be conducting its annual Client Benefits Client Satisfaction Survey to gather feedback from a sample of people who have completed a compensation and/or benefits claim in the last 12 months. The information collected will help DVA to improve the claims process and the services we provide for the veteran community.
DVA is working with an independent research organisation called ORIMA Research. We are now writing letters to a randomly selected group of our clients about the survey. ORIMA will then email a sample of the people who have received the letter, inviting them to participate in the survey. Please note that not everyone who receives a letter from DVA will be contacted by ORIMA.
The survey will take place from May to mid-June 2023 and will take around 15–20 minutes. It can be completed online on any desktop computer or mobile phone. If you have a Nominated Representative, you may wish to work with them to complete the survey.
Taking part in the survey will not affect any services you or your family receive from the department. Data collected as part of the survey will be de-identified prior to being provided to DVA. ORIMA will ensure that the highest level of privacy and confidentiality is maintained throughout the survey.
If you are happy to be involved, you do not need to do anything once you receive the letter. You will be included in the pool of people who may be invited by ORIMA to complete the survey online.
Participation in the survey is entirely voluntary. If you receive a letter and wish to opt out, the letter will explain how. Should you wish not to participate in the survey but are unable to opt out please disregard any further contact from ORIMA.
The Client Benefits Client Satisfaction Survey is separate from the department’s broader Client Satisfaction Survey.
If you have any questions about this survey, please contact the department via email CBCSS [at] dva.gov.au (CBCSS[at]dva[dot]gov[dot]au) or call us on 1800 325 115 (free of charge).