Last updated: 
15 July 2022

IP Australia is proud to be customer-focused and is committed to activities that continually improve our services. Key to this commitment is listening to what you, our customers, think about our products and services. We welcome your feedback and ideas to inform future changes.  

This page outlines some of our initiatives underway, as well as the outcome of our most recent Customer Satisfaction Survey.  

Customer Feedback  

IP Australia is committed to maintaining a high level of customer service and ensuring the needs of our customers are met. Feedback allows us to address issues that may arise and supports improvement to our customer experience.  

IP Australia has robust processes in place to support the timely consideration of feedback. Our feedback processes are efficient and streamlined, improve transparency, and drive continual improvement initiatives across the agency.

You can submit feedback here

Customer Surveys 

IP Australia conducts Touchpoint Surveys across several channels to capture real-time customer sentiments following an interaction with a product or service.  

IP Australia undertakes an annual Customer Satisfaction Survey to evaluate your level of satisfaction with our products and services. This includes elements of our service delivery including quality, timeliness, and reliability. 

Customer Improvement  

Results from the touchpoint surveys and the Customer Satisfaction Survey supplement information from our feedback system and providing valuable insights to help drive meaningful improvements across all aspects of our work.  

We want to know what is working well and what could be improved so that we can create a better experience for all customers. We welcome and encourage you to advise us where we have not met your needs and expectations through our touchpoint surveys, online feedback form, providing feedback within the online services platform, phone (1300 65 10 10).  

Customer Satisfaction Survey 2022 Results  

Each year we invite our customers to participate in IP Australia’s Customer Satisfaction Survey. 

This survey is a key pillar of IP Australia’s performance framework and an important opportunity for us to gauge customers’ opinions and seek feedback on their experiences with us.    

This year, the survey was held in May and was offered to 32 443 customers representing self-filer, IP Professionals and Australian businesses. We received 2 434 responses representing a response rate of 7.5% (up from 5% in 2021).

 

Graph 1: Respondent demographics from our Customer Satisfaction Survey, 2021 to 2022.

Key Findings from the results include:  

In general, feedback from our customers demonstrated an overall improvement of their satisfaction with our products and services:

  • Overall satisfaction with IP Australia has been maintained at 88 percent in 2022 (89 percent in 2011) (Graph 2).
  • IP Australia has maintained performance across its Customer Service Charter measures. This further builds on our performance in the 2021 customer satisfaction survey (Graph 3).  
  • We maintained strong performance for the ease of contacting IP Australia, accuracy of information provided by IP Australia and the time IP Australia took to respond to customer queries and communication. We will continue to focus efforts in improving customer experience including keeping customers informed about progress (Graph 4).   

 

Graph 2: Overall satisfaction results from our Customer Satisfaction Survey, 2021 to 2022.

 

Graph 3: Customer Service Charter results from our Customer Satisfaction Survey, 2021 to 2022.

 

Graph 4: General impressions of IP Australia from our Customer Satisfaction Survey 2022.

We value the contribution of everyone who was able to participate in this process and thank you for taking the time to provide us with your feedback.  

Whilst we welcome this level of satisfaction against our performance, the results from the survey also indicate that there are opportunities for us to improve. Work has already begun to explore how we can implement this feedback to provide the best possible service to you. 

Please subscribe to our ‘What’s New’ newsletter to stay informed on developments and improvements to our products and services.