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Visa And Citizenship Applicants Are Satisfied, Says DIAC

10 Aug 2010


The Department of Immigration and Citizenship (DIAC) has initiated a research for an extensive-12 month period to ensure that they provide more efficient and effective service to all its clients in an effort to become the best immigration and citizenship organization in the world. DIAC states that the exercise results were positive, i.e., most of the clients were satisfied.

The most significant finding was that 84 percent of respondents were satisfied with their most recently used service delivery channel (phone, email, online or in-person) and 94 percent were satisfied with the department’s online application process for visas. The other findings include satisfaction of respondents with DIAC website, in-person service, online application system and other dealings with DIAC.

The research, conducted by ORIMA Research Pty Ltd, involved responses from nearly 7500 visa applicants, citizenship applicants, clients with immigration status issues, registered migration agents and sponsors, across 50 nationalities.

 “We need to position ourselves as an organisation to compete in global markets and to attract the best migrants and key skills required for Australia’s future growth and prosperity,” a DIAC spokesman said.

The satisfaction level with web-based products and services reflected in the survey was encouraging as the department begins to provide more of its services online.

“We’re pleased with the high levels of satisfaction from our online products,” the spokesman said. “We listen to our clients and what we’re hearing is that they want more of our services available online.

“Client feedback like this tells us where we are and what we need to do to meet the challenges posed by emerging demands locally and globally.”


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