The best source of information about the quality of our services is from the people who use them. Since 2022 the IRO has engaged independent market research firm FiftyFive5 (part of Accenture Song) to undertake independent surveys of the people who use our services. Understanding what our customers need assists us to improve and refine our servies.
The rolling survey program mainly focusses on the experience of people who have been injured at work or in motor vehicle accidents using our Solutions function. We survey people who have used our complaints service monthly.
Annually we also survey people who have used the services of an Approved Lawyer funded by the IRO as well as Approved Lawyers who receive funding under ILARS. Participation in all surveys is voluntary.
FiftyFive5 recently commenced a survey of about 3000 people in the community who have used ILARS. Respondents will have interacted with an Approved Lawyer in the past 12 months and have a completed grant. The survey queries respondents as to how they found a lawyer, how they found out about ILARS, their level of satisfaction with the service they received and the frequency of contact and communication. The questions are a replication of surveys from previous years. The questions help IRO identify senitment trends and the experiences of people using ILARS. All information collected in the surveys is de-identified, and no personal information is collected. In addition the survey does not ask respondents to identify their lawyers.
A separate survey has also also been sent to more than 700 Approved Lawyers regarding their engagement experience with IRO.
We will publish the results of the survey sent to Approved Lawyers early next year.