In line with our Customer Service Charter, DEMIRS is committed to striving for excellence and looking for better ways of doing things. Understanding our customers’ and stakeholders’ experience will help us to improve our services to the Western Australian community.
During May and June, the department is inviting our customers and stakeholders to tell us about their recent experience interacting with DEMIRS through our 2025 Customer Survey. We have commissioned Ipsos, an independent research agency, to conduct this online survey among our customers.
Who are we surveying?
These surveys will be sent to customers who have interacted with Energy Policy WA, WorkSafe, Resources and Environmental Regulation (RER) and Building and Energy and Consumer Protection areas of Industry Regulation and Consumer Protection (IRCP) in this financial year.
Privacy and legal considerations have been factored into the program design, ensuring customer and stakeholder groups who are not appropriate to survey have been excluded.
A 90-day quarantine period will be in place, so customers can only receive one survey every three months, no matter how many times they have interacted with DEMIRS.
Completion of the surveys by customers/stakeholders is not mandatory (although recommended).
How are we surveying?
The surveys will be distributed using survey platform Qualtrics. This will be the online survey interface customers/stakeholders will interact with.
The department has been working with Ipsos to design the programme, and they will send the surveys on behalf of DEMIRS (with the exception of Consumer Protection) and manage the analysis and reporting of the findings.
Consumer Protection customers will receive an anonymous survey link directly from DEMIRS campaign manager (instead of Ipsos) with the anonymous results reported in Qualtrics by Ipsos, should the customer choose to participate.
Customers/stakeholders will receive an email invite from noreply@mailer.demirs.wa.gov.au asking them to complete the survey. The survey will be open for three weeks and will take less than 10 minutes to complete. If the survey is not completed within 10 days, the customer will receive a follow up reminder.
What will we do with the information?
These surveys form a core part of the regulatory Key Performance Indicator (KPI) reporting framework DEMIRS is required to report against, and which is audited by the Office of the Auditor General each fiscal year.
The survey KPI results will also be published in the DEMIRS annual report, including:
- RER: percentage of RER customers satisfied with service provided.
- WorkSafe: percentage of WorkSafe customers satisfied with service provided.
- IRCP: percentage of IRCP customers satisfied with service provided.
- EPWA: percentage of stakeholder satisfaction with Energy Policy engagement.
In addition, the results will provide valuable insights to understand the experiences customers have when interacting with DEMIRS, and where opportunities exist to make them better.
Further information and where to direct customer/stakeholder questions
- The survey aligns with the Australian Privacy Principles and feedback will remain anonymous and strictly confidential.
- In accordance with the DEMIRS Privacy Policy, feedback will only be used for the purpose of improving our service.
- If customers wish to ‘opt out’ of this survey and future surveys, they can follow the opt out link in the survey invitation or email and request to opt out.spprr@demirs.wa.gov.au
- If customers would like further information regarding the survey, please direct them to email the team at .spprr@demirs.wa.gov.au
- For internal questions, please contact Sarah Sterling or Nelly Da Re in the SPPRR team.
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