TIO Motor Accident (Compensation) Commission (MACC) Customer Service Survey

TIO has commissioned the Social Research Centre to conduct a service experience and satisfaction survey with motor accident claimants for whom TIO provide claims management services. The survey provides the opportunity for you to provide feedback, and in particular, ways TIO can improve the way they deliver services to you.

(Please click on the headings below to reveal further information.)

TIO has contracted the Social Research Centre to conduct the telephone interviews required for this survey. You may have received a phone call from us regarding this study.

We need your input to understand what’s important to you and how to improve the experience for you and other customers on the MACC Scheme. We realise that every experience is unique and getting feedback from MACC TIO customers is extremely important to them.

Qualified interviewers will conduct these interviews and they should take about 13 minutes of your time. The Social Research Centre will be conducting telephone interviews during May and June 2019. To make an appointment to complete the interview at a preferred time, please contact 1800 023 040 (free call).

If you would like to participate in this study, you do not need to respond. If you are selected, an interviewer will telephone you. If you do not wish to participate, you can notify the interviewer when contacted.

Please contact the Social Research Centre on 1800 023 040 (free call) if:

  • you do not want to be contacted
  • you wish to access your personal information following the interview
  • you wish to obtain more specific details about the Social Research Centre’s Privacy Policy.

The Social Research Centre complies with Privacy Act 1988 and the Australian Privacy Principles contained therein, the Privacy (Market and Social Research) Code 2014; and takes reasonable steps to protect any personal information from unauthorised access, use, disclosure or loss.

Our privacy policy is available on our website at www.srcentre.com.au/research-participants/privacy which provides instructions for access to and correcting personal information, or making queries about privacy and personal information provided.

You can access your personal information held by the Social Research Centre by contacting them on 1800 023 040 (free call).

In compliance with privacy laws, TIO has only provided information about you to the Social Research Centre that is directly relevant to the research. Nothing you tell us will affect your payments, and your personal information will be used by TIO for research purposes only.

If you wish to obtain more specific details on TIO’s Privacy Policy, please visit the TIO website at www.tiofi.com.au or call 1300 493 506 to obtain a copy.

The Social Research Centre is a fully accredited research company who use only suitably trained and qualified interviewers. Your personal information will only be used for the purposes of this research and not be disclosed to organisations beyond the scope of this project for marketing or research purposes.

If you have any questions about your participation in the survey, please call the Social Research Centre on 1800 023 040 (free call).