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TGA consumer survey 2018

20 December 2018

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Contact with the TGA

Among those who indicate awareness of the TGA, 23% highlight that they have contacted the TGA in the last 2 years (Table 32). Taking into account those who are not aware of the TGA, overall contact levels in the sample are observed at 15% of the entire participating sample (Figure 20 and Table 33; where not aware of the TGA is coded as not in contact in the last 2 years).

As would be expected given the nature of the sampling, contact levels are higher amongst those in the Opt-in sample (23% of the total Opt-in sample) when compared to those in the Panel based sample (10%).

Table 32: Contact with the TGA (Aware of TGA)

How often have you contacted the TGA in the last 2 years?
Frequency N %
More than once a week 5 0.4
About once a week 11 1.0
Two or three times a month 20 1.8
About once a month 40 3.6
About once a year (or less often) 184 16.4
Total in contact 260 23.2
Never 863 76.8
Total 1123 100

Base: Aware of the TGA

Figure 20: Contact with the TGA (%)
Column chart of Table 33 data

Base: Entire sample, Never heard of TGA coded as Never in contact

Table 33: Contact with the TGA (Aware and Not aware of TGA - %)

How often have you contacted the TGA in the last 2 years?
Frequency %
More than once a week 0.3
About once a week 0.6
Two or three times a month 1.2
About once a month 2.3
About once a year (or less often) 10.7
Total in contact 15.1
Never 84.9

Base: Entire sample, Never heard of TGA coded as Never in contact

Overall contact is generally similar across age groups in the survey. However this finding is not consistent across sample sources, with younger participants in the population (Panel) based sample reporting a higher tendency to have had both any contact and more frequent contact with the TGA (Figure 21 and Table 34).

Sixteen percent (16%) of 18-34 year olds in the population (Panel) sample report some contact, compared to 11% of 35-54 year olds and 2% of 55 or older participants (Overall contact 10%).

Figure 21: Contact with the TGA - Population (Panel) sample (%)
Bar chart of Table 34 data

Base: All respondents (Never heard of TGA coded as Never in contact)

Table 34: Contact with the TGA by age - Population (Panel) sample (%)

How often have you contacted the TGA in the last 2 years?
Age Frequency
More than once a week About once a week Two or three times a month About once a month About once a year (or less often) Total in contact Never N
18-34 1.1 2.0 3.4 3.4 6.0 16.0 84.0 351
35-54 0.0 0.6 0.6 4.0 5.7 10.9 89.1 350
55+ 0.0 0.0 0.0 0.3 2.0 2.3 97.7 344
Total 0.4 0.9 1.3 2.6 4.6 9.8 90.2 1045

The overall level of contact across age groupings in the Opt-in sample is consistent across age groups, with between 22% and 24% reporting contact in the last 2 years (Figure 22 and Table 35). Most of these participants have been in contact about once a year or less often.

Figure 22: Contact with the TGA - Opt-in sample (%)
Bar chart of Table 35 data

Base: All respondents (Never heard of TGA coded as Never in contact)

Table 35: Contact with the TGA - Opt-in sample (%)

How often have you contacted the TGA in the last 2 years?
Age Frequency
More than once a week About once a week Two or three times a month About once a month About once a year (or less often) Total in contact Never N
18-34 0.0 0.0 1.4 1.4 20.3 23.2 76.8 69
35-54 0.4 0.7 0.7 2.6 19.6 24.1 75.9 270
55+ 0.0 0.0 0.9 1.5 20.1 22.4 77.6 343
Total 0.1 0.3 0.9 1.9 19.9 23.2 76.8 682

Method of contact

Email is the most commonly reported method of contact, followed by phone and website based contact (Table 36). Overall patterns are similar across both Panel and Opt-in samples. The most notable difference here is a higher tendency for those in the Panel based sample to make contact via email (64% of those in contact in the last 2 years; Opt-in sample 49%) and a lower tendency to make contact via the website (Panel: 21%; Opt-in: 51%).

Table 36: Method of contact with the TGA

How do you contact the TGA?
Contact method N %
Telephone 100 38.5
Email 143 55.0
Letter 28 10.8
Website 102 39.2
Other, please specify 6 2.3
Total selections 379

Base: In contact with TGA in last 2 years

Response times

Response times across each contact method highlight that 80% or more responses are received in 10 days or less across the three major contact channels (Phone: 90%; Email: 80%; Website: 81%; Table 37). Phone and website enquiries also show relatively high levels of response times of less than one day (Phone: 46%; Website: 28%). Email responses are generally slower, with around half of these enquiries receiving a response in 2 days or less (47%).

Table 37: Response times (%)

Generally, how long does it take the TGA to respond (excluding automated responses) to your:
Contact method Response time
Immediately Less than 1 day 1-2 days 3-10 days 11-20 days More than 20 days N
Phone enquiry 26.0 20.0 20.0 24.0 4.0 6.0 100
Email 3.5 11.3 32.6 33.3 9.2 9.9 141
Letter 21.4 0.0 14.3 39.3 17.9 7.1 28
Enquiry via the website 16.8 10.9 26.7 26.7 7.9 10.9 101
Other enquiry method 16.7 0.0 0.0 33.3 0.0 50.0 6

Base: Contact methods identified

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