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Customer research activities 104-23040337

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This document outlines:

  • details about research activities
  • details for service officers when communicating with customers about research activities
  • how to update a customer's record if they do not want to be contacted for research (opt-out list)

Add customer to opt-out list

Step

Action

1

Confirm directly with customer request to be excluded from research lists + Read more ...

A customer can choose to:

  • opt-out of a particular research activity, or
  • be excluded from all future research

The opt-out request may come through Customer Feedback Tool or another channel where there has been no verbal contact with the customer. In these cases an outbound call is required to clarify if they want to be excluded from a particular research activity or all activities.

If after two unsuccessful contacts to the customer to clarify their opt-out request, go to Step 2.

If contact is successful:

  • Opt-out of specific research

No further action required by the agency. The choice to participate is voluntary and will not affect any payments or services a customer receives. Procedure ends here.

  • Opt-out of all research

Go to Step 2.

2

Update Customer Research Participation Code + Read more ...

A customer can consent to be removed from taking part in customer satisfaction surveys and other market research undertaken by Services Australia. This will show on the Other Contact Details (OCD) screen.

To exclude a customer, update the field with a value of 'N' for no.

The valid values are:

  • Y = Yes
  • N = No
  • Blank = Not Recorded (passive consent)