Medicare and PBS among Australia’s most trusted: Latest data shows trust in Australian public services continues to grow

Trust in Australian public services has hit a record high, according to the latest data from the 2025 Trust in Australian Public Services Report, published by the Australian Public Service Commission.

In 2025, overall trust in federal public services rose to 62 per cent, a four-percentage-point increase from 2024. Trust in specific services reached 73 per cent. These results reflect steady improvements in the quality, reliability and responsiveness of services delivered by the Australian Public Service (APS).

Together with the recent APS Census, the findings indicate that the public service is well positioned to keep improving outcomes for Australians.

Australians are showing greater confidence in their public services, supported by ongoing improvements in how those services are delivered.

The report shows continued improvement across key areas:

• Wait times are shorter: 71% said the time taken to achieve an outcome was reasonable.  
• Digital platforms are simpler and more reliable: 73% said the website, apps or online platforms worked well.
• Access to services is easier: 79% reported it was easy to engage with the service.
• Service quality and staff helpfulness has improved: 75% of Australian Public Service staff were rated as helpful.

Australians are continuing to report positive experiences when engaging with government services.

Some of the most trusted services include applying for a Pharmaceutical Benefits Scheme Safety Net Card, applying for a permit to bring potentially biohazardous goods into Australia, and applying for a passport or postal vote.

These findings demonstrate the progress being made to deliver public services that are responsive, reliable and focused on meeting people’s needs.

Since the trust survey began in 2019, more than 82,000 people have shared their views, providing one of the most comprehensive insights into public confidence in government services. The survey asked respondents to consider their experiences with services over the past year.

The report is available online here: https://www.apsc.gov.au/publication/trust-australian-public-services-2025-annual-report 


Quotes attributable to the Minister for the Public Service, Senator the Hon Katy Gallagher:

“Australians are telling us they trust the public services more than ever.”

“Trust is built through everyday interactions. When Australians feel heard, respected and supported, confidence in public services grows. These results show we’re making progress, and we’ll keep working to maintain and strengthen that trust.”

“This is what happens when a government values and invests in its public service. The Albanese Labor Government will continue this work to ensure every Australian can access services that are transparent, responsive and effective.”


Quotes attributable to the Assistant Minister for the Public Service, the Hon Patrick Gorman MP:

“Trust comes from consistent, respectful and effective service.” 

“Every day, Australians are seeing improvements in services, from shorter wait times to simpler digital platforms and easier access to support.” 

“The Albanese Government is encouraged by these findings but we recognise there is always more to do. We will keep delivering for Australians and work together to improve outcomes in the years ahead.”