Thanks for taking the time to share your experience of our financial hardship support process. We’re always keen to hear how we can improve so we can support you even better.\n
\n\nThe survey will take around 5 minutes, and we will not ask you for any sensitive account or login information. We won’t contact you to discuss your responses to this survey.
\n\nIf you’re not satisfied with your outcome or your experience in seeking financial support with ING and you wish to make a complaint, please refer to our Complaints Policy for what to do.\n
\nPlease click 'Next' to continue.
The survey is being conducted by Platform One (to view Platform One’s privacy policy click here) on behalf of ING Bank (Australia) Limited (ABN 24 000 893 292, AFSL and Australian credit licence 229823) 60 Margaret St, Sydney, NSW 2000. ING is conducting this survey to improve the quality of their customer experience.\n
\n\n\n\nIf you choose to provide your personal information when completing the survey, ING will collect and process your personal information in line with the ING Privacy Policy.
\n\n\n\nIf you have any questions about this survey or require any survey support, please e-mail ousupport@ing.com.au.
\n\n\nIf you have any questions or comments regarding ING products, please go to ing.com.au/contactus for the best ways and times to contact us.
\n\n\n\nING is a business name of ING Bank (Australia) Limited ABN 24 000 893 292, AFSL and Australian Credit Licence 229823.\n
~chapter_0":{"en-AU":"Thanks for taking the time to share your experience of our financial hardship support process. We’re always keen to hear how we can improve so we can support you even better.\n
\n\nThe survey will take around 5 minutes, and we will not ask you for any sensitive account or login information. We won’t contact you to discuss your responses to this survey.
\n\nIf you’re not satisfied with your outcome or your experience in seeking financial support with ING and you wish to make a complaint, please refer to our Complaints Policy for what to do.\n
\nPlease click 'Next' to continue.
The survey is being conducted by Platform One (to view Platform One’s privacy policy click here) on behalf of ING Bank (Australia) Limited (ABN 24 000 893 292, AFSL and Australian credit licence 229823) 60 Margaret St, Sydney, NSW 2000. ING is conducting this survey to improve the quality of their customer experience.\n
\n\n\n\nIf you choose to provide your personal information when completing the survey, ING will collect and process your personal information in line with the ING Privacy Policy.
\n\n\n\nIf you have any questions about this survey or require any survey support, please e-mail ousupport@ing.com.au.
\n\n\nIf you have any questions or comments regarding ING products, please go to ing.com.au/contactus for the best ways and times to contact us.
\n\n\n\nING is a business name of ING Bank (Australia) Limited ABN 24 000 893 292, AFSL and Australian Credit Licence 229823.\n
"},"To start, can you please tell us a bit about yourself in relation to the financial hardship support process? Which of the below best describes you:~single_327510":{"en-AU":"To start, can you please tell us a bit about yourself in relation to the financial hardship support process? Which of the below best describes you:"},"An ING customer~single_327510~1":{"en-AU":"An ING customer"},"A Financial Counsellor~single_327510~2":{"en-AU":"A Financial Counsellor"},"A Power of Attorney holder~single_327510~3":{"en-AU":"A Power of Attorney holder"},"Debt Management Service Provider~single_327510~4":{"en-AU":"Debt Management Service Provider"},"State Trustee or Guardian~single_327510~5":{"en-AU":"State Trustee or Guardian"},"Family, friend or carer~single_327510~6":{"en-AU":"Family, friend or carer"},"Other Authorised Representative for an ING customer~single_327510~7":{"en-AU":"Other Authorised Representative for an ING customer"},"Thank you. Please let us know which stage of the process you are currently at.~single_328156":{"en-AU":"Thank you. Please let us know which stage of the process you are currently at."},"Looking to apply~single_328156~8":{"en-AU":"Looking to apply"},"Application submitted and have been waiting for a response for less than a week~single_328156~9":{"en-AU":"Application submitted and have been waiting for a response for less than a week"},"Application submitted and have been waiting for a response for more than a week~single_328156~10":{"en-AU":"Application submitted and have been waiting for a response for more than a week"},"I’ve already received an outcome~single_328156~11":{"en-AU":"I’ve already received an outcome"},"How satisfied were you with your overall experience with seeking financial hardship support from ING? ~single_328157":{"en-AU":"How satisfied were you with your overall experience with seeking financial hardship support from ING? "},"Very dissatisfied~single_328157~31":{"en-AU":"Very dissatisfied"},"Dissatisfied~single_328157~32":{"en-AU":"Dissatisfied"},"Neither~single_328157~33":{"en-AU":"Neither"},"Satisfied~single_328157~34":{"en-AU":"Satisfied"},"Very satisfied~single_328157~35":{"en-AU":"Very satisfied"},"We’re sorry to hear you weren’t satisfied. To help us improve, what parts of our financial hardship support process were you dissatisfied with?~multiple_328871":{"en-AU":"We’re sorry to hear you weren’t satisfied. To help us improve, what parts of our financial hardship support process were you dissatisfied with?"},"The outcome of the application~multiple_328871~91":{"en-AU":"The outcome of the application"},"Time taken to receive an outcome~multiple_328871~92":{"en-AU":"Time taken to receive an outcome"},"Ease of completing the application~multiple_328871~93":{"en-AU":"Ease of completing the application"},"Ease of communicating with ING throughout the application process~multiple_328871~94":{"en-AU":"Ease of communicating with ING throughout the application process"},"Finding clear information about financial hardship support on our website~multiple_328871~95":{"en-AU":"Finding clear information about financial hardship support on our website"},"Finding and understanding the information in your outcome letter~multiple_328871~96":{"en-AU":"Finding and understanding the information in your outcome letter"},"Understanding the reason for our decision~multiple_328871~97":{"en-AU":"Understanding the reason for our decision"},"Understanding what happens next~multiple_328871~98":{"en-AU":"Understanding what happens next"},"Helpfulness of our team~multiple_328871~99":{"en-AU":"Helpfulness of our team"},"Care and empathy shown by our team~multiple_328871~100":{"en-AU":"Care and empathy shown by our team"},"Knowledge of our representatives~multiple_328871~101":{"en-AU":"Knowledge of our representatives"},"Ease of contacting our team~multiple_328871~102":{"en-AU":"Ease of contacting our team"},"Range of solutions offered~multiple_328871~103":{"en-AU":"Range of solutions offered"},"Amount of information requested~multiple_328871~104":{"en-AU":"Amount of information requested"},"Being able to access account information~multiple_328871~105":{"en-AU":"Being able to access account information"},"Other (please specify)~multiple_328871~106":{"en-AU":"Other (please specify)"},"Could you tell us a little more about those parts of your experience that were unsatisfactory?
Please enter your feedback below. Do not include any personal or account information.
~open_328161":{"en-AU":"Could you tell us a little more about those parts of your experience that were unsatisfactory?
Please enter your feedback below. Do not include any personal or account information.
"},"It seems your experience was not as good as we’d like. To help us improve, what parts of our financial hardship support process could have been better?~multiple_328873":{"en-AU":"It seems your experience was not as good as we’d like. To help us improve, what parts of our financial hardship support process could have been better?"},"The outcome of the application~multiple_328873~71":{"en-AU":"The outcome of the application"},"Time taken to receive an outcome~multiple_328873~72":{"en-AU":"Time taken to receive an outcome"},"Ease of completing the application~multiple_328873~73":{"en-AU":"Ease of completing the application"},"Ease of communicating with ING throughout the application process~multiple_328873~74":{"en-AU":"Ease of communicating with ING throughout the application process"},"Finding clear information about financial hardship support on our website~multiple_328873~75":{"en-AU":"Finding clear information about financial hardship support on our website"},"Finding and understanding the information in your outcome letter~multiple_328873~76":{"en-AU":"Finding and understanding the information in your outcome letter"},"Understanding the reason for our decision~multiple_328873~77":{"en-AU":"Understanding the reason for our decision"},"Understanding what happens next~multiple_328873~78":{"en-AU":"Understanding what happens next"},"Helpfulness of our team~multiple_328873~79":{"en-AU":"Helpfulness of our team"},"Care and empathy shown by our team~multiple_328873~80":{"en-AU":"Care and empathy shown by our team"},"Knowledge of our representatives~multiple_328873~81":{"en-AU":"Knowledge of our representatives"},"Ease of contacting our team~multiple_328873~82":{"en-AU":"Ease of contacting our team"},"Range of solutions offered~multiple_328873~83":{"en-AU":"Range of solutions offered"},"Amount of information requested~multiple_328873~84":{"en-AU":"Amount of information requested"},"Being able to access account information~multiple_328873~85":{"en-AU":"Being able to access account information"},"Other (please specify)~multiple_328873~86":{"en-AU":"Other (please specify)"},"Could you tell us a little more about those parts of your experience that could have been better.
Please enter your feedback below. Do not include any personal or account information.
~open_328162":{"en-AU":"Could you tell us a little more about those parts of your experience that could have been better.
Please enter your feedback below. Do not include any personal or account information.
"},"Thanks for letting us know you had a positive experience. To help us understand where things are working well, what parts of our financial hardship support process did you find particularly good? ~multiple_328875":{"en-AU":"Thanks for letting us know you had a positive experience. To help us understand where things are working well, what parts of our financial hardship support process did you find particularly good? "},"The outcome of the application~multiple_328875~52":{"en-AU":"The outcome of the application"},"Time taken to receive an outcome~multiple_328875~53":{"en-AU":"Time taken to receive an outcome"},"Ease of completing the application~multiple_328875~54":{"en-AU":"Ease of completing the application"},"Ease of communicating with ING throughout the application process~multiple_328875~55":{"en-AU":"Ease of communicating with ING throughout the application process"},"Finding clear information about financial hardship support on our website~multiple_328875~56":{"en-AU":"Finding clear information about financial hardship support on our website"},"Finding and understanding the information in your outcome letter~multiple_328875~57":{"en-AU":"Finding and understanding the information in your outcome letter"},"Understanding the reason for our decision~multiple_328875~58":{"en-AU":"Understanding the reason for our decision"},"Understanding what happens next~multiple_328875~59":{"en-AU":"Understanding what happens next"},"Helpfulness of our team~multiple_328875~60":{"en-AU":"Helpfulness of our team"},"Care and empathy shown by our team~multiple_328875~61":{"en-AU":"Care and empathy shown by our team"},"Knowledge of our representatives~multiple_328875~62":{"en-AU":"Knowledge of our representatives"},"Ease of contacting our team~multiple_328875~63":{"en-AU":"Ease of contacting our team"},"Range of solutions offered~multiple_328875~64":{"en-AU":"Range of solutions offered"},"Amount of information requested~multiple_328875~65":{"en-AU":"Amount of information requested"},"Being able to access account information~multiple_328875~66":{"en-AU":"Being able to access account information"},"Other (please specify)~multiple_328875~67":{"en-AU":"Other (please specify)"},"Could you tell us a little more about those parts of your experience that you found particularly good?
Please enter your feedback below. Do not include any personal or account information.
~open_328163":{"en-AU":"Could you tell us a little more about those parts of your experience that you found particularly good?
Please enter your feedback below. Do not include any personal or account information.
"},"How did you find out about requesting financial hardship support from ING? ~single_328164":{"en-AU":"How did you find out about requesting financial hardship support from ING? "},"ING website~single_328164~39":{"en-AU":"ING website"},"While speaking with an ING representative~single_328164~40":{"en-AU":"While speaking with an ING representative"},"Google/internet search for financial support~single_328164~41":{"en-AU":"Google/internet search for financial support"},"Financial counsellor or other support service~single_328164~42":{"en-AU":"Financial counsellor or other support service"},"Other (specify)~single_328164~43":{"en-AU":"Other (specify)"},"To what extent do you feel this interaction has helped you improve your financial situation?
If you need further hardship support, please contact us by calling us on 1300 349 166 option 4 or visiting ing.com.au/financialsupport
~single_328877":{"en-AU":"To what extent do you feel this interaction has helped you improve your financial situation?
If you need further hardship support, please contact us by calling us on 1300 349 166 option 4 or visiting ing.com.au/financialsupport
"},"Has improved my financial situation a lot~single_328877~68":{"en-AU":"Has improved my financial situation a lot"},"Has improved my financial situation a little~single_328877~69":{"en-AU":"Has improved my financial situation a little"},"Has not improved my financial situation at all~single_328877~70":{"en-AU":"Has not improved my financial situation at all"},"Thinking now about the customer you completed this application on behalf of, to what extent do you feel this interaction has helped to improve the customer’s financial situation?
If you need further hardship support, please contact us by calling us on 1300 349 166 option 4 or visiting ing.com.au/financialsupport
~single_328878":{"en-AU":"Thinking now about the customer you completed this application on behalf of, to what extent do you feel this interaction has helped to improve the customer’s financial situation?
If you need further hardship support, please contact us by calling us on 1300 349 166 option 4 or visiting ing.com.au/financialsupport
"},"Has improved the customer's financial situation a lot~single_328878~87":{"en-AU":"Has improved the customer's financial situation a lot"},"Has improved the customer's financial situation a little~single_328878~88":{"en-AU":"Has improved the customer's financial situation a little"},"Has not improved the customer's financial situation at all~single_328878~89":{"en-AU":"Has not improved the customer's financial situation at all"},"Finally, is there anything you can suggest that could improve ING’s financial hardship support process?
If you have nothing else to add, click 'Next'.
Please enter your feedback below. Do not include any personal or account information.
~open_328171":{"en-AU":"Finally, is there anything you can suggest that could improve ING’s financial hardship support process?
If you have nothing else to add, click 'Next'.
Please enter your feedback below. Do not include any personal or account information.
"},"Please answer this question":{"en-AU":"Please answer this question"},"Please select at least %n option(s)":{"en-AU":"Please select at least %n option(s)"},"Please select a maximum of %n option(s)":{"en-AU":"Please select a maximum of %n option(s)"},"Please answer at least %n row(s)":{"en-AU":"Please answer at least %n row(s)"},"Please answer every row":{"en-AU":"Please answer every row"},"Please rate every option":{"en-AU":"Please rate every option"},"Please enter a date betweenThanks for taking the time to share your experience of our financial hardship support process. We’re always keen to hear how we can improve so we can support you even better.\n
\n\nThe survey will take around 5 minutes, and we will not ask you for any sensitive account or login information. We won’t contact you to discuss your responses to this survey.
\n\nIf you’re not satisfied with your outcome or your experience in seeking financial support with ING and you wish to make a complaint, please refer to our Complaints Policy for what to do.\n
\nPlease click 'Next' to continue.
The survey is being conducted by Platform One (to view Platform One’s privacy policy click here) on behalf of ING Bank (Australia) Limited (ABN 24 000 893 292, AFSL and Australian credit licence 229823) 60 Margaret St, Sydney, NSW 2000. ING is conducting this survey to improve the quality of their customer experience.\n
\n\n\n\nIf you choose to provide your personal information when completing the survey, ING will collect and process your personal information in line with the ING Privacy Policy.
\n\n\n\nIf you have any questions about this survey or require any survey support, please e-mail ousupport@ing.com.au.
\n\n\nIf you have any questions or comments regarding ING products, please go to ing.com.au/contactus for the best ways and times to contact us.
\n\n\n\nING is a business name of ING Bank (Australia) Limited ABN 24 000 893 292, AFSL and Australian Credit Licence 229823.\n
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