Coal LSL is conducting an online client satisfaction survey, which will guide investment of time and funds into future service improvements.
We have commissioned Ipsos Australia, an independent research company, to collect client feedback on our behalf. The survey will be carried out from 27 April to 18 May, involving a cross-section of our employer and employee segments.
We don't just collect information, we act on it. This is demonstrated in recent feedback from an auditor of organisations working in black coal. They noticed our service had improved a lot during the last few years, saying that we ‘have become so much easier to deal with’. They thought there'd been legislative change to affect this improvement. In fact, the cause is our commitment to providing a better experience to all of our stakeholders.
Here are some examples of improvements and developments we’re working on as a result of client feedback during the last two years:
Yes – emails from CoalLSLSurvey@ipsosresearch.com are safe. Other than the initial survey invitation, you may receive up to two reminder emails.
This survey is focusing on our primary and largest client segments: active eligible employees and registered employers.
EMPLOYEES: A cross-section of full-time, permanent part-time and casual employees who have been included on a processed Levy Advice form (with hours worked) within the last 12 months will receive the survey.
EMPLOYERS: A cross-section of contacts for each active employer account (an active account for which levies were processed in the last 12 months) will receive the survey. Teams sharing an inbox with a generic email address (e.g. email@example.com) may receive only one survey, intended for a designated key contact.
We only require a cross-section of client feedback to provide insights for our decision-making. This is typical research practice for organisations with a large client base.
It is best not to share it; each person’s survey link is unique and valid for one submission only. The link becomes invalid when the survey is filled out once.
No. Be assured that the survey is conducted in the strictest confidence and data is deidentified. Your feedback will not be linked to your email address.
We will not collect payment or ask for your name, address, birthday, LSL Number, Employer ID Number, self-service portal password or any other identification details as part of this survey.
We may only ask you to provide personal information to verify your identity when you call us directly.
While participation is not mandatory, your responses are valued and essential to improve our services.
The survey should take no longer than 10 minutes to complete. You can save, exit and return to the survey at any time until 18 May.