Phone call numbers are continuing to decrease over recent years as we continue to modernise our digital services. However, we saw a significant increase over the past year due to the large number of customers paying land tax for the first time. We expect that this will return to normal levels in 2024–25.
In 2023–24, we received 337,164 calls (including 221,977 calls about land tax) and managed 70,479 emails (including 44,222 emails about land tax).
To help handle the increase in calls, we launched a new triage system. Customers are now greeted by a friendly human voice rather than a recorded message. The triage team then directs the customer’s call to someone who can resolve their enquiry.
Triage answered 99.7% of the calls they received within 3 minutes, reducing overall waiting times and giving customers a better experience.
We also trained staff from across the organisation to give them the skills to answer calls about land tax, assisting our customer service team with the large increase in call numbers.
In 2023–24, we received 14,606 completed contact centre surveys (an increase from 8,738 in 2022–23) and recorded a customer satisfaction level of 81%.
We also ranked number one overall in the 2023 Customer Experience Index of Australian government agencies conducted by global market research company Forrester.
