Research News: Number 20




Author:  Australian Government Department of Families, Housing, Community Services and Indigenous Affairs

FaCS Research News is a periodic newsletter that provides an overview of and update on research within FaCS, focusing on key findings and outcomes, updates on new departmental publications and promotion of forthcoming events/conferences.

National SAAP Client Satisfaction Survey


In September 2003, FaCS commissioned Colmar Brunton Social Research to design and conduct a nation-wide client satisfaction survey of clients assisted by the Supported Accommodation Assistance Program (SAAP). The report—National SAAP Client Satisfaction Survey—was completed in February 2004.

This survey is the first in Australia that has attempted to survey SAAP clients nationally. The project had to contend with a number of challenges due to the diverse nature of the client group and the need to access the client group through SAAP agencies. An innovative reverse call centre technique was adopted. 

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