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Snapshot of the survey
- Over 43,000 responses collected
- Running since March 2019
- Feedback on Australian public services, also known as Federal, National or Commonwealth services
- Feedback on all public services used in the past year
- Robust and reliable results
- Quality assured by the Australian Bureau of Statistics
- Independent review of methodology by ANU Centre for Social Research in 2019
- Tested through two pilots
- People-centred approach asking about life events and services support
For more information contact trustandtransparency@pmc.gov.au
Snapshot of the 2022 report
- Results shown are from responses collected monthly from July 2021 to June 2022.
- Data collected from +1,000 people each month
- Reporting on Over 12,000 responses
- Nationally representative sample including gender, age and location.
- Report shows feedback on 12 public services including Centrelink, Medicare and the Australian Taxation Office
For more results from the survey, please see
- Detailed data tables of results
- Aggregate data on data.gov.au
- The full survey questionnaire
Key insights in the 2022 report
Trust
- Most people trust Australian public services and believe they will change to meet Australians’ needs in the future
- Trust in public services increased significantly during the COVID-19 pandemic
- People trust public services more when they have used them
- Trust is high across all services but it varies significantly by service agency
Satisfaction
- Three in four people are satisfied and getting what they need from public services
- Public servants are mostly seen to act professionally and make people feel respected
- Although most people are satisfied with services, experiences vary by service agency
- Satisfaction across most services increased in 2021 during the pandemic
Life events
- Levels of trust and satisfaction vary across life events
- Public services support people during life events, with employment support being the most common