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 2009 to 30 June 2010, there were 517,416 new registrations for Online Services. In total, 1,650,075 people are now registered for Online Services. This represents an increase of 31 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

For the period of 1 July 2009 to 30 June 2010, there were 720 responses to Medicare Australia’s feedback channel which were directed to the appropriate business areas and National feedback register within Medicare Australia for attention and recorded for planning purposes.

The results of our biannual internet customer survey conducted in January 2010 showed that 81 per cent of our website visitors found it 'very easy', 'easy' or 'average' to find information and services on our website. This was a 9% improvement on the previous year’s survey.

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 2009 to 30 June 2010 there were 3 523 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 2009 to 30 June 2010, of the 3,418 complaints received by Medicare Australia, 99 per cent were acknowledged within two working days and 97 per cent were responded to within ten working days.

Last updated: 16 August, 2010