We conduct an annual stakeholder survey to improve the way we work with our stakeholders and help report on our key performance indicators.
The aim of the survey is to obtain actionable data to help drive our improvement agenda. The report includes data and feedback from the general public (consumers), health professionals, people and organisations with a TGA business services account, and state and territory government representatives.
Survey findings
The 2024 survey found that 64% of Australians had heard of the TGA. While awareness has fallen compared with the stakeholder surveys conducted from 2021-2023, it is above those conducted in 2020 and earlier.
The TGA continues to be trusted to perform its role ethically and with integrity (81% of all stakeholders), and most respondents believe we get the balance right between access to therapeutic goods and safety (63% of all respondents agree, with 24% selecting ‘unsure’ or ‘neither agree nor disagree’ and 13% disagreeing).
While most stakeholders have a positive experience communicating with the TGA (66% of all respondents are happy with their experience when communicating with the TGA), there continues to be room for improvement. We respond to most enquiries within 5 days (75%), but about 13% are taking 10 days or more to answer (an improvement of 2% compared with the 2023 stakeholder survey report).
Most stakeholders believe prescription medicines and medical devices are appropriately regulated (72% and 71% respectively), believe the TGA responds effectively to serious, deliberate and repeated non-compliance (71%) and are generally happy with our educational activities, consultations, and regulatory advice.
While the results are positive overall, there have been moderate drops in satisfaction among opt-in stakeholders (see sampling methods) in certain areas, while conversely there have been improvements among consumers in many areas, including trust of the TGA and confidence in our regulation of medicines and medical devices.
In the past 12 months, we have progressed work to make it easier for stakeholders to interact with us and find the information they need, when they need it. A new portal is being developed that will allow users to create and manage an account and submit applications directly to the TGA, with a range of functionality that will help streamline assessments and provide greater transparency.
Contents
Our stakeholder survey report is structured to include a narrative overview of results at the beginning of the report followed by results tables for different stakeholder groups.
- Introduction
- The survey approach
- Overview of results
- Appendix A: Consumer results
- Appendix B: Opt-in stakeholder results
- Appendix C: Health professional results
- Appendix D: Government representatives
- Appendix E: Abbreviations