ACA Consumer Satisfaction Survey, Financial Year 1999/2000
A. General Information
What is the name of the survey? (A1)
Which agency and area is responsible for the survey? (A2)
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A3 Survey manager
Who is the survey manager and/or principal contact person for survey clearance? (A3)
(03) 9963 6875
Consultant hired to perform the survey:
(03) 9696 9041
Is the survey voluntary or mandatory? If mandatory, under what authority? (A4)
The ACA must monitor, and report each financial year to the Minister on, all significant matters relating to the performance of:
Furthermore, sections 105(2)-(6) of this Act specify mandatory performance areas on which the ACA must report in relation to section 105(1) - for example, under 101(4) a mandatory matter on which the ACA must report is consumer satisfaction with the customer service guarantee. The ACA would be unable to report on ‘consumer satisfaction’ with carrier and carriage service provider performance and services if this survey was not conducted.
It should also be noted that the annual report provided under section 105, the Telecommunications Performance Report, is the ACA’s most significant report and is seen by industry, the public and government as the ACA’s ‘flagship’ publication. No other report of this nature is mandated under legislation.
What agency (or agencies) is (are) funding the survey? (A5)
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A6 New or existing survey
Is the survey a new survey or a cycle of an existing repeated survey? (A6)
To what reference period(s) does the survey refer? (A7)
Is the survey to be conducted once only or repeated? (A8)
For repeating surveys only...
With what frequency is the survey to be repeated? (A9)