Micro Webinar

Trust and Distrust in

Australian Government
and Services
Michele Levine & Dr Ross Honeywill

5 October 2021
 “The people when rightly and fully trusted
will return the trust.”

Abraham Lincoln, first US Republican President

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 “If the people cannot trust their government
to do the job for which it exists - to protect
them and to promote their common welfare -
all else is lost.”

Barack Obama, Former US President

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But it’s distrust where our deepest
fears, pain and betrayal surface.
The shock of discovering we were foolish
to trust too much.
Trust and Distrust in
Government / Government
Services
(Source: Risk Monitor Apr18-Aug21; includes ABS, ACCC, AEC, ASIC, ATO, Centrelink, Comcare, CSIRO, Defence
Force, Education Department, Federal Government, Medicare, My Health Record, NDIS, Queensland Health, State
Government, VicHealth.)
In the year ending August 2021, Government and Government
Services combined recorded a Net Distrust Score

Industries with a
Net Trust Score (NTS)

Industries with a
Net Distrust Score (NDS)

Source: Roy Morgan Single Source (Australia). Risk Monitor, Sep20-Aug21.

6 Base: Australians 14+
The Net Score for government and its services improved after the start
of COVID but by 2021 trust started dropping and distrust escalated
COVID
Trust Score
Trust / Distrust / Net Score

Net Score

Distrust Score

Trust Score (12m ave.) Distrust Score (12m ave.) Net Score (12m ave.)
Source: Roy Morgan Single Source (Australia). Risk Monitor.
7 Base: Australians 14+
 There is an inverse correlation between distrust in the Australian
Government & the belief they’re doing a good job running the country
GFC Gillard hung Federal elections COVID Brittany Higgins
Parliament elected scandal
60%

55%

50%

45%

40%

35%

30%
Jul-07 Jan-08 Jul-08 Jan-09 Jul-09 Jan-10 Jul-10 Jan-11 Jul-11 Jan-12 Jul-12 Jan-13 Jul-13 Jan-14 Jul-14 Jan-15 Jul-15 Jan-16 Jul-16 Jan-17 Jul-17 Jan-18 Jul-18 Jan-19 Jul-19 Jan-20 Jul-20 Jan-21 Jul-21

I don't trust the current Australian Government The Government is doing a good job running the country
Source: Roy Morgan Single Source (Australia).
8 Base: Australians 14+
 The belief that “freedom is more important than the law” has soared
since COVID hit Australia
COVID
30%

28%

26%

24%

22%

20%

Freedom is more important than the law

Source: Roy Morgan Single Source (Australia).

9 Base: Australians 14+
 Winners and Losers:
Government /
Government Services
(Source: Roy Morgan Government Risk Snapshot Survey: 14–20 Sept 2021)

Which Government or semi-Government organisations or services do you trust?

Why do you trust them?
Which Government or semi-Government organisations or services do you distrust?
Why do you distrust them?
Ranking of the most trusted Government / Government Services
Rank
Trusted Government / Government Services
(Net Trust)
1 Health System
2 Medicare
3 Ambulance
4 Tax Office (ATO)
5 Fire Services
6 Police
7 Service NSW
8 Hospitals
9 CSIRO
10 Education System
11 Bureau of Statistics (ABS)
12 Australia Post
13 ABC
14 Legal System
15 Transport System
16 Defence Force

Source: Roy Morgan Government Risk Snapshot Survey (Australia)

11 Base: Australians 18+, 14-20 Sept 2021
Note: Includes brands with at least 20 mentions for trust or distrust.
Which organisations are most trusted?

Trust Scores

Source: Roy Morgan Government Risk Deep-dive Survey (Australia)

12 Base: Australians 18+, 14-20 Sept 2021
Note: Includes brands with at least 20 mentions for trust or distrust.
And which organisations are distrusted?
Trust Score
Distrust Score

Trust Score Distrust Score Net Trust Score

Source: Roy Morgan Government Risk Deep-dive Survey (Australia)

13 Base: Australians 18+, 14–20 Sept 2021
Note: Includes brands with at least 20 mentions for trust or distrust.
 Black background
Why do you TRUST Medicare?

“Medicare provides an excellent service in a challenging field. I have always

received support in line with my expectations for medical expenses. Refunds of
medical expenses are generally provided in a timely manner.”

“The particular branch I have dealt with were always courteous, helpful and efficient
with refunds and information.”

“I feel better able to receive medical help when I need, as I can feel assured that I
won't be paying exorbitant amounts.”

Why do you DISTRUST Medicare?

“They are run by the government and are very difficult to interact with.”

“It is run by incompetent people who are out to get you.”

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 Black background
Why do you TRUST the ATO?

“They seem to be honest and just trying to do their jobs. They aren't trying to get
extra money from anyone but instead only want people to pay the correct amount.”

“Having been a tax accountant, I have always found them to be generally fair,
understanding and they listen.”

“They take care of all of my financial information, and I have never had a breach of
security or confidentiality.”
Why do you DISTRUST the ATO?

“They are not upfront about everything, and more a necessary evil.”

“They go after the little guy yet let how many multinationals pay no tax?”

“They have hard-to-understand policies, it is difficult to get through on the phone

and then they provide different answers to the same questions.”
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The most distrusted Government / Government Services

Rank
Distrusted Government / Government Services
(Net Distrust)

1 Federal Government

2 Centrelink

3 Liberal Party

4 Politicians

5 State Governments

6 Local Governments

7 Greens

8 Human Services

9 Australian Labor Party

Source: Roy Morgan Government Risk Snapshot Survey (Australia)

16 Base: Australians 18+, 14-20 Sept 2021
Note: Includes brands with at least 20 mentions for trust or distrust.
Which of the distrusted organisations are also trusted?

Trust Scores

Australian Human Greens Local State Politicians Liberal Party Centrelink Federal
Labor Party Services Government Government Government

Source: Roy Morgan Government Risk Deep-dive Survey (Australia)

17 Base: Australians 18+, 14-20 Sept 2021
Note: Includes brands with at least 20 mentions for trust or distrust.
And how distrusted are they?
Trust Score
Distrust Score

Australian Human Greens Local State Politicians Liberal Party Centrelink Federal
Labor Party Services Government Government Government

Trust Score Distrust Score Net Distrust Score

Source: Roy Morgan Government Risk Deep-dive Survey (Australia)

18 Base: Australians 18+, 14–20 Sept 2021
Note: Includes brands with at least 20 mentions for trust or distrust.
 Why do you TRUST the Federal Government? Black background

“I believe they act in the best interests of the community. They are doing a fantastic job with
COVID-19 and China.”

“They are supporting businesses through the pandemic, and they are trying their best in
keeping us safe.”

Why do you DISTRUST the Federal Government?

“Our government’s stance of climate change has been appalling”

“The Prime Minister has made a mess of the COVID response. And his response to the
crisis with regards to the treatment of women in parliament has been too little too late.”

“Their investigation in the alleged rape of Brittany Higgins seems to have been shambolic.
They have intentionally dragged their feet to cover their own butts.”
“Too much lying. They never apologise or own any mistakes. There is no clear indication
that they are working for a vision of a better future for Australia. They get caught up in point
scoring with the media and opposition.”
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 Black background
Why do you TRUST Centrelink?

“I have never had any personal problems with Centrelink. They were responsible for
paying me during a lack of employment.”

“Any personal dealings I've had with them have been easy to understand.
Information about entitlements and obligations is clearly presented and readily
available.”
Why do you DISTRUST Centrelink?

“It is structured and managed to discourage people in need from accessing welfare,
and is overly punitive of minor mistakes on the part of welfare recipients.”

“The Robodebt issue caused so much harm, and highlighted that the organisation
prioritises debt collection and minimising the amount of money it gives out, over
actually helping people living in poverty to afford to live.”

“Centrelink has been an absolute basket case for years. It sometimes seems as if
20 it's deliberately difficult to put people off.”
Risk Insights
Risk insights can be accessed via reports or interactive data options – to fit your needs.
Insights from the continuous Risk Monitor can be supplemented by a bespoke industry/brand survey of 1,000 Australians online, with options for custom
questions.

Reports:
• Risk Report (Topline rankings - all key companies n20+ mentions)
• Ranking your industry
• Ranking your company and competitors - among all industries and within your industry
• Reasons Australians trust and distrust brands - in their own words, with themes revealed
• PDF and hardcopy version
• Risk Insights Report (about your company)
• Insights into trust and distrust for your company, key competitors and industry
• Net score, Trust and Distrust scores, and ranking for your company and your key competitors
• Reasons Australians trust and distrust your company and your key competitors - in their own words and with key themes revealed
• Trend and demographic analysis
• Executive briefing

Interactive Data (Excel):

• Level 1: Company and industry net scores, trust and distrust scores
• Level 2: Company and industry net scores, trust and distrust scores plus all key competitors and demographic analysis
• Level 3: Company and industry net scores, trust and distrust scores with all key competitors and demographic analysis plus thematic analysis and quotes
from Australians in their own words on reasons for trust and distrust

Reports and Interactive Data package (per industry):

• One Risk Insights Report (above), Quarterly Topline reports and Data access via Excel and ASTEROID survey analysis software

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askroymorgan@roymorgan.com