Collecting, analysing, using and reporting on customer feedback are the responsibilities of many people at all levels in the department.  

Those responsible for customer feedback include:

Chief Executive Officer

Customer Satisfaction is made a core business priority throughout the department.

• Strong executive-level commitment to providing public services will help deliver customer satisfaction and better customer outcomes.
• Department policies, budgets and planning support the provision of customer-focused programs and services – both for today’s customers and for future customers.
• Customer experiences and outcomes inform department strategies, planning and resource allocation.

Senior Executive

Department resources and systems are focused on the delivery of customer services and service improvement.

• Customer and frontline employee experiences and outcomes inform corporate and business planning, objectives, measurement and reporting.

Program Managers

People, resources, systems and procedures are coordinated to ensure public service delivery, customer satisfaction and improved customer outcomes.

• Feedback is sought from customers and employees; and is used to improve services and develop innovative ways of addressing customer needs.

Frontline Employees

Public services are provided in ways that meet customer needs, customer issues are resolved and services improved.

• Customer needs and expectations are actively listened to, and service options are provided.
• Customers receive consistent information from the department.
• Complaints and compliments are documented, and where possible customer complaints are resolved at the time they are raised.