Providing a great customer experience starts with our contact centre in Ballarat.
In 2024–25, we received 395,237 calls (including 259,950 calls about land tax) and managed 68,420 emails (including 50,621 emails about land tax).
Our triage team answered 98.6% of the calls they received within 3 minutes, reducing overall waiting times and giving customers a better experience.
Over the past 12 months, we improved the average time it takes to answer a call from 5 minutes and 38 seconds in 2023–24 to 4 minutes and one second in 2024–25.
Despite receiving more calls, we continued to drive down the percentage of customers who hung up before we could answer their call, from 13% in 2022–23 to 8% in 2023–24 to 4% in 2024–25.
Feedback
Over the last year, we expanded how and where we collect feedback and invested in a new customer insights platform, making it easier to capture and respond to feedback quickly.
In 2024–25:
- we received 8,875 completed contact centre surveys and maintained a customer satisfaction level of 81%
- 75% of customers said their issue was resolved on the call
- 89% said they were treated with respect
- 85% said they received the information they needed
- 86% said the information was easy to understand.
