Last updated: 
28 July 2021

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), or email (customer@ipaustralia.gov.au).  

Customer Satisfaction Survey 2021 Results  

Each year we invite our customers to participate in our Customer Satisfaction Survey.    

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

The survey was held over three weeks in April to May 2021 with over 35,604 customers (self-filers, IP professionals and Australian businesses) invited to participate. We received 1,912 responses - an overall response rate of approximately 5 per cent. 

Graph 1: Respondent demographics from our Customer Satisfaction Survey, 2020 to 2021.

Key findings from the results include:  

  • Overall satisfaction with IP Australia has improved to 89 per cent (Graph 2).

  • IP Australia has achieved improved performance across its Customer Service Charter measures. This further builds on our performance in the November 2020 mid-cycle customer satisfaction survey (Graph 3).  

  • We maintained strong performance for the ease of contacting IP Australia and the accuracy of information provided by IP Australia. 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, 2019 to 2021.

Graph 3: Customer Service Charter results from our Customer Satisfaction Survey, 2020 to 2021.

Graph 4: General impressions of IP Australia from our Customer Satisfaction Survey 2021.

Whilst we welcome this level of satisfaction against our performance, the results from the survey also indicate that there are opportunities for improvement. Work has already begun to implement activities that will help us provide the best possible experience to all our customers.   

To enquire about this work, email the Customer Experience team at customer@ipaustralia.gov.au.