Our Customers
Medicare Australia customers include health consumers, health professionals, private health bodies, State health agencies, researchers, peak health bodies and other Australian departments and agencies.
Medicare Australia is a customer-focused organisation, committed to ongoing customer service improvement. Customer feedback helps us identify problems, implement improvement strategies and ensure our staff are adequately skilled and customer focused. In all our major activities, we are guided by our customer service charter, the Charter of Care.
Medicare Australia’s service charter, the Charter of Care, is integrated into the planning, service delivery and culture of the organisation. We regularly monitor and evaluate our services against the standards listed in our Charter of Care. A feedback register is another important means for assessing our performance.
Medicare Australia recognises the need to operate at the point of service for our customers and to embrace the challenges and opportunities brought about by new technologies.
However, while we continue to implement and explore initiatives to deliver services through channels such as the Internet, we also understand that given the diversity of our customers, not all would prefer or can access services from this channel. So we maintain a comprehensive national network, which encompasses over 1400 points of service within the Australian community.
Although there is more to be done, we have also had real successes in the customising of our services, particularly for those who are disadvantaged. An excellent example is our work in improving access and information for Aboriginal and Torres Strait Islander people and their health service providers. Initiatives and services have also been developed for people from culturally and linguistically diverse backgrounds and for people with disabilities.
Last updated: 28 May, 2008