National SAAP Client Satisfaction Survey

4.6 Information provision

4.6.1 Receipt of information

More than two-thirds of clients remember receiving various types of verbal or written information.
Clients are most likely to recall receiving information about what the agency can offer (84%) and are least likely to recall receiving information about how to make a complaint (70%). Information about rules of the house and about other government and community services also are commonly recalled (see Figure 23).

Figure 23: Recall receiving verbal or written information

Figure 23: Recall receiving verbal or written information

Question 3A: Thinking about when you first got to <INSERT NAME OF AGENCY>, or any time during this stay, do you remember receiving any information, either verbally or in writing, about ...?

Base: All respondents (n=999)

Clients in Tasmania (91%) are most likely to report receiving information about what the agency can offer while those in Western Australia (75%) are least likely.
Those in Queensland (94%) are most likely to report receiving information regarding the rules of the house while those in Victoria (69%) are least likely.
Clients in Tasmania (88%) are most likely to report receiving information regarding other community or government services they could use, while those in Western Australia (67%) are again least likely.
Clients in Queensland (74%) are most likely to report receiving information on how to make a complaint about accommodation or the service received while those in New South Wales (64%) are least likely (see Table 23).

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Table 23: Recall receiving verbal or written information by state/territory
Received information about	National % (n=999)	ACT % (n=22)	NSW % (n=230)	NT % (n=22)	QLD % (n=150)	SA % (n=99)	TAS % (n=64)	VIC % (n=362)	WA % (n=51)
What the agency can offer	84	80	80	84	86	87	91	85	75
The rules of the house	82	85	89	92	94	86	89	69	92
Other community or government services you could use	80	71	74	82	83	81	88	84	67
How to make a complaint about accommodation of service	70	65	64	70	74	71	69	73	66

Question 3A: Thinking about when you first got to <INSERT NAME OF AGENCY>, or any time during this stay, do you remember receiving any information, either verbally or in writing, about ...the rules of the house?

Base: All respondents

Clients in multiple (SA only) agencies are most likely to report receiving information on what the agency can offer (88%) and information on other community or government services (83%), while those in crisis/short-term agencies are most likely to report receiving information on the rules of the house (91%) and information on how to report a complaint about accommodation or service (72%) (see Table 24).

Table 24: Recall receiving verbal or written information by agency type
	National % (n=999)	Crisis/Short- term % (n=297)	Medium to long-term % (n=399)	Other % (n=241)	Multiple (SA only) % (n=62)
What the agency can offer	84	81	86	83	88
The rules of the house	82	91	72	88	83
Other community or government services you could use	80	79	82	77	83
How to make a complaint about accommodation or service	70	72	71	66	69

Base: All Respondents

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Demographic Differences
Young people are among the most likely to recall receiving most types of information.
Women are more likely than men to recall receiving most types of information.
Residents of one to four weeks duration at the time of the survey are most likely to recall receiving all types of information, while residents of less than one weeks duration are the least likely.
Australian-born clients are more likely than others to recall receiving information about other community and government services, and about house rules.

4.6.2 Use of information

Of those who have received written information, the majority of clients (84%) report reading it.
One-in-ten (13%) clients who have received written information have not read it.

Figure 24: Extent to which the written information received has been read

Figure 24: Extent to which the written information received has been read

Question 3B: Thinking about the writteninformation you received, have you ever read this?

Base: Respondents who remember receiving verbal or written information (n=955)

The extent to which written information is read ranges from a high of 94% in the Northern Territory to a low of 81% in Tasmania (see Table 25).

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Table 25: Extent to which the written information received has been read by state
Received information about	National % (n=995)	ACT % (n=21)	NSW % (n=219)	NT % (n=22)	QLD % (n=143)	SA % (n=96)	TAS % (n=64)	VIC % (n=342)	WA % (n=50)
Yes	84	82	86	94	85	87	81	83	82
No	13	14	12	6	13	11	16	15	15
Don't recall	2	4	3	0	2	2	3	2	4

Question 3B: Thinking about the written information you received, have you ever read this?

Base: Respondents who remember receiving verbal or written information

The extent to which the written information received has been read is consistent across agency type (see Table 26).

Table 26: Extent to which the written information received has been read by agency type
	National % (n=955)	Crisis/Short- term % (n=288)	Medium to long-term % (n=379)	Other % (n=227)	Multiple (SA only) % (n=61)
Yes	84	84	86	82	88
No	13	15	13	14	10
Don't recall	2	2	2	4	2

Question 3B: Thinking about the written information you received, have you ever read this?

Base: Respondents who remember receiving verbal or written information

Three-quarters (77%) report that the written or verbal information was either very useful (36%) or quite useful (41%) (Figure 25).
Only one-in-twenty (5%) clients state that the information they received was of no use.

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Figure 25: Usefulness of information received

Figure 25: Usefulness of information received

Question 3C: In general, was the information you got ...?

Base: Respondents who remember receiving verbal or written information (n=955)

Those in the Northern Territory and Queensland are most likely to state that the information they received is very useful. However, those in the Northern Territory are also among the most likely to state that the information they received is not useful (see Table 27).

Table 27: Usefulness of information received by state/territory
Received information about	National % (n=995)	ACT % (n=21)	NSW % (n=219)	NT % (n=22)	QLD % (n=143)	SA % (n=96)	TAS % (n=64)	VIC % (n=342)	WA % (n=50)
Very useful to you	36	21	39	46	44	37	23	32	39
Quite useful to you	41	55	38	24	43	44	60	38	36
A little bit useful to you	15	19	17	15	10	15	9	17	12
Not useful to you	5	3	3	13	2	1	4	7	6
No opinion/don't know	4	2	2	2	2	4	4	7	7

Question 3C: In general, was the information you got ...?

Base: Respondents who remember receiving verbal or written information

Clients in multiple (SA only) and other-type agencies are most likely to state that the information they received is useful (80%) while those in medium to long-term agencies (72%) are least likely (see Table 28).

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Table 28: Usefulness of information received by agency type
The kitchen has enough equipment
	National % (n=955)	Crisis/Short- term % (n=288)	Medium to long-term % (n=379)	Other % (n=227)	Multiple (SA only) % (n=61)
Very useful to you	36	40	33	34	39
Quite useful to you	41	39	39	46	41
A little bit useful to you	15	14	16	14	16
Not useful to you	5	3	7	3	1
No opinion/don't know	4	4	5	3	4

Question 3C: In general, was the information you got ...?

Base: Respondents who remember receiving verbal or written information

Demographic Differences
Women are more likely than men to report that information was very useful.
Older people are most likely to report that the information they received was very useful.
Partnered families with children are more likely than others to report the information they received was very useful to them.

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