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Customer feedback is key to our success

Your feedback is important

WorkCover Queensland is committed to putting the customer at the heart of everything we do. To do this we must understand our customers more deeply, deliver the experiences they value and provide them with tailored, innovative solutions.

Conducting regular research allows us to gather timely insights that can inform our decisions and help us to continuously improve and make a positive difference to peoples’ lives.

How we conduct research?

From time to time we will ask randomly selected customers to participate in research activities conducted either by one-on-one interviews or online surveys. These research activities are undertaken at timely customer interactions with us and questions are aimed at understanding customers’ experience, their motivations and preferences.

One-on-one interviews

WorkCover may partner with accredited research companies/institutions to undertake the one-on-one interviews.

Selected customers will be contacted by a WorkCover nominated representative who will introduce themselves, explain the purpose of the research and what is required in terms of time and information. The caller will then ask the customer if they wish to proceed. Participation in these interviews is entirely voluntary and customers have the right to refuse to participate without any consequences.

One-on-one interviews can be conducted via a variety of channels, including but not limited to: phone, face-to-face or video conferencing. The channel will be discussed with the customer at initial contact.

Online surveys

Randomly selected customers would receive an email from WorkCover Queensland to participate in an online survey. We are conscious of time constraints, hence these surveys have been developed with that in mind, ensuring minimal impact for our customers.

Customers’ rights and privacy

Our customers’ involvement in research is entirely voluntary. They have the right to refuse to participate or to answer particular questions during the course of their interview or online survey.

WorkCover is committed to protecting the privacy of its customers by responsibly collecting, using, storing and disclosing the personal information we may hold about our customers in a manner consistent with the Information Privacy Act 2009. Please refer to WorkCover’s privacy statement. We work with providers who have high levels of confidentiality and best practice in privacy and security standards.

If you would like further information or have any questions about the research, please call us on 1300 362 128.

Last updated
18 November 2019

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