Overview
If you have been asked to participate in our client experience survey, you will need to understand the survey's privacy and data protection policies.
The survey is voluntary, and you don't have to participate:
- You can withdraw from this survey at any time.
- Your decision to participate won't affect your current or future relationship with us.
However, your response can help us improve your client experience.
If you have any questions relating to the survey, you can email CorporateResearch@ato.gov.au. We'll try to respond in a timely manner.
If you're concerned with the legitimacy of this survey, see our current research projects to check that it's genuine.
About the survey
The survey will help us understand the experience and opinions of people who interact with the ATO.
The information from the survey will be used to understand general perceptions of the ATO and identify areas for improvement.
Who conducts the survey
The survey is conducted by ATO staff.
The survey is administered on the Qualtrics survey platform. You will receive communication for this survey from feedback@survey.ato.gov.au.
Survey selection and participation
If you were identified to participate
You were identified because you recently had an interaction with us. According to our internal records, this interaction occurred in the preceding month via phone, email, online or in-person.
If you have any questions about being invited to this survey, please contact us at CorporateResearch@ato.gov.au
Participating in the survey
Participation in this survey will take approximately 5 minutes to complete. You can leave the survey and come back to it at any time within the data collection period.
How the survey data will be used
Your responses can help us improve the client experience we provide. We can use this data to identify potential areas for improvement in our services and products.
Your participation rights
The survey questions are general and broad. However, if you feel uncomfortable at any point during the survey, you have the right to end the survey by closing the web page.
If you need assistance, have any questions or concerns about this survey, email CorporateResearch@ato.gov.au
Your mental health and wellbeing are important, and we understand that your ability to manage your tax and super obligations can be affected. For immediate mental health and wellbeing support, phone:
- Beyond Blue on 1300 224 636
- Lifeline on 13 11 14.
Your privacy and security
Restricted access to your data
Your data is available to all ATO staff in de-identified and aggregated reports, where responses are only available if 30 or more people participated in the survey.
Your individual response will not be made available to anyone outside of the team managing this research project.
Access to your individual response is restricted to a range of end-user access-level profiles and only staff with a need-to-know are granted access on a secure system.
Your information stays confidential
We collect information about you in a fair, lawful and non-intrusive manner. This means that we won't use any form of deception or threat when we collect information, either from you or from anyone else.
We also respect your privacy and keep your information confidential, as required under the Privacy Act and the Australian Government Agencies Privacy Code 2017. For more information, see how we respect your privacy and keep your information confidential.
Your data will be de-identified and kept confidential. This means that your personal information, such as name and email address, will be removed to protect your anonymity.
Also, your data will only be presented in de-identified and aggregated reports. Information for specific groups is not reported if the size of the group is under 30. This is to ensure participants are not identifiable from their responses.
Several questions in the survey give the opportunity for open responses. When answering these questions, avoid providing personal information about yourself or other people. These comments are reported as written and analysed in the results of the survey.
Your information is secure
Your information will be stored securely within our network, in accordance with the ATO’s security policies and practices.
Access to data is restricted to a range of end-user access-level profiles and only staff with a need-to-know are granted access on a secure system.
Contact us
If you have any questions or concerns, email CorporateResearch@ato.gov.au