Trust in public services stable

The majority of Australians continue to have trust in the country’s public services, a new survey reveals.

The release this week of the Trust in Australian public services annual report shows 58% of Australians have confidence in government agencies. 

The 2024 findings mark the third consecutive year of stable trust levels.

Key findings of the report – which provides feedback on 16 public services – include:

  • nearly three in four people (71%) trust the specific services they have personally used
  • more than two-thirds of people (68%) report satisfaction with the service they receive 
  • 77% of Australians are satisfied with the outcome of their interactions with public services.  

Data was collected from around 1,000 people each month reporting their experience from the past year.

Patrick Gorman

“These results show that the Australian Public Service is not only meeting the demands of today but is also building a foundation of trust and integrity for the future,” said assistant minister for the public service Patrick Gorman. “Each public servant has a role to play in helping create trust and integrity in the service,” he added.

The most trusted services were provided by the Department of Foreign Affairs and Trade, the Pharmaceutical Benefits Scheme, and Medicare.

People living in regional areas trusted public services less than people who lived in metro areas (53% to 60%). On average, women trusted public services less than men (53% to 63%), similar to 2023.

Satisfaction levels with public services also remain stable at 68% in 2024 – the same as in 2023. Respondents were most satisfied with the services provided by Australian Electoral Commission, Medicare, DFAT, and the PBS.

The public services with the lowest trust and satisfaction scores are the National Disability Insurance Scheme (57% for both) and Centrelink (59% for both). “We are committed to transparency and are actively addressing the areas where Australian public services need to be improved,” Gorman said.

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