TAC Research Charter

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WHY THE TAC CONDUCTS RESEARCH

The TAC regularly conducts client research and you might be asked to participate. We want to continue to improve our service, so we need to know what you think about the way we do things. We greatly value all the feedback you provide.

Our research seeks your comments and reactions to many different things. For example:

  • improvements to our information material, such as letters, brochures or information sheets;
  • the way we manage your claim; and
  • your satisfaction with our service.

HOW YOU ARE CHOSEN AND WHEN YOU WILL BE CONTACTED

Selection of clients to participate in surveys is random.

To enable us to include as many clients as possible in our research , interviews are sometimes conducted outside normal business hours.

You may be contacted by us or a market research company during the week (9:00am to 8:00pm) or on the weekend (10:00am to 5:00pm).

HOW THE RESEARCH IS CONDUCTED

We conduct research using telephone and mail surveys, discussion groups and individual interviews.

We may contact you directly or through a market research company that specialises in client research. Your privacy will be protected. Market research companies are bound by strict privacy laws and guidelines, as is the TAC.

Our client research is conducted according to the Code of Professional Behaviour of the Australian Market and Social Research Society.

Children aged under 14 will only be interviewed in the presence of a parent or guardian.

Young people aged between 14 and 17 will only be interviewed with the consent of a parent or guardian.

THE TAC PROTECTS YOUR PRIVACY

We follow legislation and strict privacy guidelines that are explained in our brochure Your Privacy and the TAC. This is available on our website at www.tac.vic.gov.au or by calling 1300 654 329.

When we conduct research, we apply additional measures to protect your privacy.

For example, to meet strict confidentiality guidelines we only provide research companies with limited information about you.

Our contracts with research companies contain binding provisions to ensure your personal information remains confidential. It cannot be used for any purpose except that specific research activity and it must be returned to the TAC or destroyed when the research is completed.

YOUR OPINIONS ARE ANONYMOUS

If you participate in an interview or a discussion group, you will not be identified in any way when we look at the research results.

All research is managed by our market research department. This department focuses on research and communication and is completely separate to our claims management area. No information that could identify you will ever be passed on to the claims area unless you request it.

DO YOU HAVE A CHOICE?

- YES!

Although we want and value your views, you don’t have to take part in any research activity if you don’t want to.

The choice is yours.

If you don’t want to participate it will not affect any payment or service funded by the TAC.

YOUR RIGHTS

If you are contacted for a research activity you have the right to:

  • ring us to check that the research is genuine/legitimate; 
  • ask for the company name, telephone number and the name of the interviewer;
  • ask the interviewer to ring you back at a more convenient time;
  • say ‘no’ to answering some or all of the questions; and/or
  • end the interview if you are unhappy with any of the questions or the interviewer’s manner.

TAC CONTACT DETAILS

Visit the TAC Contact us page