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DIBP leaves the Office of the MARA off its Client Satisfaction survey

DIBP leaves the Office of the MARA off its Client Satisfaction survey

The Department of Immigration and Border Patrol (DIBP) is conducting "client research" to improve its services. The current survey has been split into two parts, and is running from October to December 2013.

The first part, a 'Client Segmentation' survey, will be overseen by Colmar Brunton. The second, a 'Client Satisfaction' survey, will be arranged by "a third party".

This was discovered to be ORIMA Research, an organisation that for some reason isn't mentioned on the DIBP's 'FAQ' list for client research.

Australian migration agents have noticed that a number of important areas have been left off the survey, despite the DIBP's claim that "the research will focus on measuring client satisfaction across the department’s major service channels."

In particular, registered migration agents are wondering why the Office of the MARA was not included.

When questioned about this, the DIBP said that it was too late to include the Office of the MARA in the 'Client Satisfaction' survey now.

A spokesperson explained both "the authority and the department are committed to being open and accountable, and fair, lawful and reasonable in our dealing with clients".

They added that the Office of the MARA undertakes its own client research on a regular basis.



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