Customer Research for VCAT

About this research

VCAT is transforming its services for customers to make it easier for more people to access VCAT – online, in person and over the phone. VCAT want to provide better support, simpler processes and more convenience as part of its Customer Service Improvement Program.

To get a better understanding of how people experience VCAT’s service and issues they may encounter, VCAT has commissioned independent user research to be done by Information and Design. This will inform service enhancements across our website, forms and other channels.

How can you apply?

Complete the online form to register your interest. Not everyone who applies can be selected to take part.

What you’ll be asked to do

You will be given a diary and asked to make an entry whenever you do something about the case (dispute). The diary will be delivered by a person from Information and Design, who will also explain how to use it. This will take no more than half an hour.

You’ll be asked to use the diary from the time you first deal with VCAT until your case (dispute) is resolved, up to a maximum time of 12 weeks.

A person from Information and Design will contact you by phone or SMS or email a few times during the study, to make sure everything is on track and to answer any questions.

At the end of the study, they will meet with you at a place that’s convenient for you, to go through the diary and collect any comments and suggestions you might have. That meeting will take no more than 1 hour.

What you’ll be paid

Total payment is $350.

You’ll be paid $50 when the diary is given to you.

You’ll be paid $50 after 2 weeks, and $50 after another 2 weeks.

You’ll be paid the remainder of the $350 when we collect the diary from you.

The payments can be in cash, or to a nominated bank account (whichever you prefer).

The research is anonymous

VCAT will never know the names of the participants, or the cases (disputes) that they are involved in.

Nothing you tell us will be known to anyone outside VCAT, and nothing will be published.

Your name and contact details will not be known to anyone except the research company (Information and Design). Your name and contact details will be deleted as soon as the study is completed.

The research won’t affect your case at VCAT

Taking part in the research will have no impact on the case (dispute) at VCAT. Nobody at VCAT will know your name.

You can quit at any time

You can quit the study at any time.

You do not have to give a reason.

You will keep any money already paid to you at the time that you quit.

Who is running the study?

The study is being run by a private company called Information and Design pty ltd, at the request of VCAT. There is a short description on the VCAT website.

The person form Information and Design who is running the study is Gerry Gaffney. He can be contacted on 0409 424 404 or

Complaints or concerns

If you have a day-to-day question during the course of the study, you can contact Gerry Gaffney from Information and Design, on 0409 424 404 or

If you have a complaint or concern about how the study is being run, you can make this known to VCAT who will follow up to resolve it. You can lodge a complaint online at: or by emailing