You Said: Be genuinely interested in me

We will: Listen to your feedback and be responsive to your needs

Measure

Satisfaction with services and responsiveness to needs by Medicare Australia staff.

Performance

Online Services

In the period 1 July 2008 to 30 June 2009, there were 556,599 new registrations for Online Services. In total, 1,132,655 people are now registered for Online Services. This represents an increase of 49 per cent.

Medicare Australia is continuing to work on enhancements, which will make it easier for the general public to do business online.

Medicare Australia website

A new website was launched in January 2009. In addition to the new corporate branding elements, a number of changes were made to the webpage layout to enhance the usability of the website. These changes were in direct response to user feedback obtained during usability workshops attended by members of our website user community.

The results of our biannual internet customer survey conducted in January 2009 showed that 72 per cent of our website visitors found it 'very easy', 'easy' or they were 'satisfied' in finding information and services on our website.

Measure

A toll free 1800 Complaints and Feedback line is in operation to receive complaints and feedback from members of the public and providers about Medicare Australia services.

Performance

For the period 1 July 2008 to 30 June 2009 there were 2 819 calls made to the Complaints and Feedback Line.

We will: Respond to your complaints promptly

Measure

We will acknowledge your feedback within two working days and respond to 90 per cent of all feedback within ten working days.

Performance

For the period 1 July 2008 to 30 June 2009, of the 2616 complaints received by Medicare Australia, 94 per cent were acknowledged within two working days and 95 per cent were responded to within ten working days.

Last updated: 18 March, 2010