These results reflect 5,103 respondents' trust, satisfaction and experience with Australian public services.
Reasons
83% of people had at least one reason to access Australian public services in the last 12 months.
Financial
Around 1 in 2 people access services to receive financial assistance.
Channels
myGov, phone and in-person are the three most common channels used to access services.
Age
Young people (18-24 years) report greater effort navigating multiple services.
Feedback
19% provided feedback to services. Just one third of people were satisfied with how their complaint or suggestion for change was handled.
Services
Almost 1 in 3 access two or more services for the same reason (e.g. having a baby).
Trust
31% of respondents trust Australian public services. 10% distrust.
Choice
36% would like greater choice in the channels they use to access services.
Place
Trust in regional areas is lower (27%) than in major cities (32%).
The Future
More than 1 in 3 people think Australian public services need to change to meet the needs of all Australians.
Journey
Common reasons include submitting a tax return, looking for work and travelling overseas. Services provided by Centrelink, Medicare and the ATO are most commonly used.
Satisfaction
52% were satisfied with services accessed. How they were treated by staff was rated highest, being kept aware of progress and service wait times was lowest rated.
Coordination
Less than a third (29%) of multi-service users understand how services work together and slightly over a third (34) know what services to access and when to access them.
Income
Low income earners have lower expectations, less satisfaction and higher distrust of services.
Change
25% trust Australian public services to successfully implement changes required to meet the needs of all Australians.