We hear you – final report of client and stakeholder research

Findings from our 2017 client and stakeholder research high levels of overall satisfaction and positive feedback on the fairness, consistency, openness and transparency of our regulation.

Satisfaction among registered training organisations is at 77 per cent, and for education providers at 82 per cent — a slight 3 per cent decrease from 2016.

Other findings indicate that customer service and proactivity are the contributing reasons for high satisfaction, and that our staff are valued for their approachability and in-depth knowledge of the industry.

Some challenges and opportunities include:

  • improving our processes and communicating requirements to providers, especially in the vocational education and training (VET) sector
  • continuing to support education providers in implementing the child safe standards
  • increasing our visibility in the VET sector, including to apprentices, trainees and their employers.
Thank you to all those who provided feedback — the findings have informed the work we'll do this year and will help us to understand how we can improve our services.

For more information, see: