Our customer feedback framework
We are committed to providing easy and accessible ways for you to submit compliments, complaints and feedback.
Our feedback channels
We use direct channels to proactively seek customer feedback through:
- short, anonymous surveys after a call to our contact centre
- online forms for more detailed and personalised feedback
- stakeholder working groups and forums, and presentations at conferences
We source data through indirect channels, including:
- analysing website data such as clickstream and conversion rates to understand the customer experience
- analysing data breaches and exemption applications to understand issues that may frustrate or create a negative experience for customers
- analysing contact centre data including average speed of answer, first contact resolution and call quality
How we assess and register feedback
We share customer feedback across the organisation to consider how we meet and exceed customer expectations, and identify where expectations are not met.
Our Customer Feedback Framework is supported by policies and procedures that outline the mechanisms and requirements for assessing and registering feedback.
Other relevant legislation, policies and plans include:
- Student Identifiers Act 2014 (Cth)
- Data Breach Response Plan
- Information Management Policy
- OSIR Risk Matrix
- Privacy Act 1988 (Cth)
How we respond to feedback
More formal, long forms of feedback might require a formal or written response. We aim for our responses to be objective, consistent and confidential.
Reporting and innovating
We use customer feedback to monitor and evaluate our performance and where appropriate, make changes to help us improve customer service and overall performance.
We report this feedback through a variety of methods, including:
- publishing customer satisfaction scores and testimonials on our website
- acknowledging innovations that have come directly from customer feedback.