Ethical user research
What ethical research is and why it matters
Ethical user research means treating people with respect and protecting them from harm.
When you research directly with people, there is always some risk. This can include loss of privacy, emotional distress and harm to individuals or communities.
Good research reduces these risks.
Everyone involved in research must be:
- fair
- transparent
- respectful
- accountable
- focused on doing no harm.
Planning ethical research
Some research carries higher risk. Examples include working with vulnerable people, discussing sensitive topics or collecting health information.
In these cases, get advice before you start.
You may need input from:
- your privacy team or privacy officer
- legal team
- subject matter experts
- evaluation or research teams
- an ethics panel (if available).
When planning your research, confirm:
- what ethical risks exist
- whether an ethics review is required
- whether participants need extra support
- how consent and privacy will be handled.
Learn more about the research phase
Read our guide to research planning for tips on how to run ethical, well-structured research.
Get informed consent
Always get informed consent before research begins.
Participants must:
- understand what the research is about
- know how their information will be used
- choose freely whether to take part.
Use a consent form and explain it in plain language.
Your consent process should cover:
- the purpose of the research
- who it is for
- how it will be conducted
- how data will be used and stored
- how to make a complaint.
Adapt your approach if participants have different needs or vulnerabilities.
Respect participant rights
Participants have rights during and after research.
Make sure they:
- can stop at any time
- understand how their data will be used
- know how to raise concerns or complaints.
Be clear about:
- whether results will be shared with them
- who to contact if something goes wrong.
Complaints should go to someone independent of the research team.
NSW Government complaints
Read the complaint handling policy at the Department of Customer Service (DCS).
Keep data secure
Always protect participant data. Public sector agencies and staff must protect the privacy of personal and health information they collect, store and use.
You must:
- only collect what you need
- store data securely
- limit who can access it
- remove identifying details where possible
Be transparent about:
- what data you collect
- how long you keep it
- how you dispose of it
Do not alter or misrepresent what participants say.
Support participants
Research can raise sensitive issues.
Give participants options for support if needed.
Do not recommend a single service – provide a range.
Include this in your participant information sheet:
- researcher contact details
- support services
- how to make a complaint
Support services
If a session raises difficult issues, participants can contact:
| Services | What they do | Phone number | Website |
|---|---|---|---|
| Beyond Blue | Beyond Blue provides information and support to help everyone in Australia achieve their best possible mental health. | 1300 224 636 | Beyond Blue |
| Lifeline | Lifeline is a national charity providing all Australians experiencing a personal crisis with access to 24 hour crisis support. | 13 11 14 | Lifeline |
| Domestic Violence Line | NSW Domestic Violence Line provides counselling and referrals to women experiencing domestic and family violence. | 1800 656 463 | Domestic Violence Line |
| ReachOut | ReachOut.com helps under 25s with everyday questions through to tough times. | Online chat | ReachOut |
| NSW Ageing and Disability Abuse Helpline | Find relevant information or services to report concerns of abuse, neglect or exploitation of an older person or adult with disability. | 1800 628 221 | NSW Ageing and Disability Abuse Helpline |
| Open Arms - Veterans & Families Counselling Service | Veterans and veterans families counselling service | 1800 011 046 | Open Arms - Veterans & Families Counselling Service |
| Carer Advisory Service | The Carer Advisory Service provides information and advice to carers and their families about carer supports and services. | 1800 242 636 | Carer Advisory Service |
| IDCARE | Free and practical support for those who have experienced scams and fraudulent activity e.g. identity theft | 1800 595 160 | IDCARE |
| Translating and Interpreting Service | Translating and Interpreting Service offers phone and on-site interpreter services. |
Immediate phone interpreting: 13 14 50 TTY 1800 67 14 42 |
Translating and Interpreting Service |
| National Relay Service | National Relay Service can help if you are deaf and/or find it hard hearing or speaking with people who use a phone. | 133 677 | National Relay Service |