Results of customer service survey - July 2007

Background to Survey

The Customer Service Centre of the Office of the Refugee Applications Commissioner (ORAC), under the terms of its Customer Service Charter, conducts two surveys each year to determine the reaction of our customers to the various services provided by ORAC. These surveys form part of the process to improve and, where necessary, change our service delivery so that we continue to meet the needs of our customers.

Main Findings.

• All applicants indicated that they were very satisfied (68.6%) or satisfied (31.4%) with the level of courtesy and respect with which they were treated.
• When asked if they felt they were given an opportunity to explain reasons as to why they would not want to return to their country of origin 94.3% answered YES, 2.9% answered NO and 2.9%* did not reply. This would indicate a very high rate of satisfaction on the part of applicants as to how interviews are conducted at ORAC.
• Overall, applicants expressed satisfaction with the interview room, 51.4% satisfied and 45.7% very satisfied, with 2.9%* no reply.

The following documents outline the detailed findings of the survey

Customer Survey findings July, 2007 22Kb|

Customer Survey Charts July, 2007 612Kb|

 

 

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