This survey gathered feedback from over 11,000 Australians about their experiences with federal public services. It finds that trust and satisfaction with public services have remained stable since the previous year, with a notable link between individual characteristics and trust levels. It highlights the need for continuous improvement in service delivery to maintain and potentially increase public trust and satisfaction.

The survey, which has been running since 2019, provides insights into public perceptions and experiences, informing strategies to improve service quality and responsiveness. The 2024 report places particular emphasis on analysing the relationship between individual characteristics such as age, gender, location, and life satisfaction with levels of trust in public services. It also looks at the ratings of 16 specific services over time, and draws comparisons with similar surveys conducted in other countries, offering a broader context for understanding trust in public institutions.

Findings

• Overall trust in Australian public services, trust in specific services used and satisfaction with public services are all unchanged from 2023 figures.
• Respondents most satisfied with the services provided by Australian Electoral Commission, Medicare, Department of Foreign Affairs and Trade, and the Pharmaceutical Benefits Scheme.
• The National Disability Insurance Scheme and Centrelink are the least trusted services. 
• Women trusted public services less than men (53% to 63%)
• People who lived in regional areas trusted public services less than people who lived in metro areas (53% to 60%).
• Australians’ trust in the federal government was 46% in 2023, exceeding the OECD average of 39% and ranking 9th out of the 30 countries surveyed.
• 76% of people who primarily speak a language other than English at home reported trust in Australian public services, compared to 57% who primarily speak English at home.