Page 1403 - Week 04 - Thursday, 5 May 2022

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(5) During the period of the independent survey of the Canberra community noted in the CMTEDD 2020-21 annual report, volume 2, page 141, how many customers interacted with the Access Canberra service avenues of the (a) storefront, (b) website and (c) call centre.

Ms Cheyne: The answer to the member’s question is as follows:

(1) Access Canberra provides a range of different avenues for the community to provide feedback, comments, complaints, or compliments about services and transactions Access Canberra provide, as well as more broadly about ACT Government services. Feedback avenues are designed to be accessible, timely (such as at the point of a transaction), varied in form to support feedback preferences and available to all the community, who can provide feedback anytime.

Avenues for feedback include, but are not limited to:

At the point of an interaction – such as during a call with the Contact Centre, during a transaction at a Service Centre, or in-person to an inspector or other Access Canberra officer;

Online on the Access Canberra website by clicking the ‘Feedback’ link - the community can make a complaint, report an incident, ask a question, seek more information or also provide a compliment;

Immediately after a transaction at a Service Centre by using the feedback pedestals located within the centres;

By calling Access Canberra on 13 22 81; and

By writing to Access Canberra by post.

Details of the Access Canberra Customer Service outlines the feedback and complaints process and can be found via the Access Canberra website (

In addition to the options above, an annual independent survey of Access Canberra services is undertaken, by a third-party provider.

Well-established survey methodology, including random (rather than by specific service or transaction type) sampling of Canberrans is applied, to provide statistically valid responses.

Further information about the survey and methodology can be found publicly at the following link -

(2) As above, the annual survey is administered by a third-party provider. In addition to the survey, Canberrans can provide feedback on services and transactions anytime through a range of channels and options as outlined in response to Question 1.

(3) Please refer to Attachment A. The report is available public and can be read in full at the following link:

(4) Please refer to Attachment A.

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