CATI Research Program
WorkSafe Victoria
WorkSafe is committed to improving the experience of being on worker’s compensation; the CATI Research Program which includes Moments That Matter Survey (MTM) is one of the surveys it uses to monitor and improve services delivered by the agents who manage workers’ compensation claims.
The Moments That Matter Survey aims to capture workers most recent experiences relating to a key service event in their claim. There are 6 key events that we survey for in the Moments that Matter: Independent Medical Examination (IME), Adverse Decisions (ADV) Eligibility (ELG), Medical Service Requests (MSR), Return to Work (RTW) and Service Attributes (SA).
Wallis will be conducting the CATI component of this research on behalf of WorkSafe.
When is the survey being conducted?
This survey is conducted on a weekly basis from July 2025 through to June 2026.
How long will the survey take?
This survey will take approximately 5 minutes to complete.
How do I take part?
If you are eligible to participate, you will be sent an email by WorkSafe with an online survey link or contacted by Wallis over the phone.
Who can I contact if I have any questions?
You can contact Wallis on 1800 WALLIS or via email at worksaferesearch@wallis.social. Alternatively, you can contact WorkSafe Advisory Service on freecall 1800 136 089 or contact the WorkSafe reseach team at research@worksafe.vic.gov.au.