We collect feedback through customer surveys and interviews. By centralising all feedback, we can use insights from our customers to drive improvements in:
- service delivery
- products
- quality
- overall satisfaction.
As part of our customer promise, we listen to your feedback and are constantly making improvements.
What’s changed based on your feedback?
Over the past 6 months:
- 91% of surveyed customers are satisfied with our products and services.
- 87% of surveyed customers are happy with IP Australia overall.
More enquiries resolved the first time you contact us
We’ve provided additional training for our contact centre staff and improved our quality assessment process. Now, over 90% of enquiries are resolved at the first point of contact.
More personal and tailored email responses
We’ve changed how we respond to emails, ensuring you receive clearer and more personalised answers.
Faster complaint response times
You told us that 5 days is a reasonable timeframe for an initial response. We’ve updated our policies to ensure you hear from us within that time.
Enhanced online services
You can now respond to correspondence directly from the notification in the “Your tasks” menu, saving you time and making it easier to find what you need.
Your feedback helps us improve our services. If you have any questions, comments, or complaints, submit your feedback or general enquiry through our online form.