Providing a great customer experience starts with our award-winning contact centre in Ballarat.
The SRO was named Best Government Contact Centre of the Year and a finalist for Best AI Project at the 2026 Customer Contact Week Excellence Awards in March.
The AI nomination recognises the introduction of voice-activated call routing, which asks customers to describe why they’re calling in a few words, then automatically directs them to the right place.
Our triage team continues to assist customers who can’t be automatically directed. Over the last 12 months, triage answered 99% of calls they received within 3 minutes, reducing overall waiting times and giving customers a better experience.
In 2025–26, we received 307,572 calls (including 190,803 calls about land tax) and managed 54,142 emails (including 36,314 emails about land tax).
We improved the average time it takes to answer a call from 4 minutes and one second in 2024–25 to one minute and 29 seconds in 2025–26.
We also continued to reduce how many customers hung up before we could answer their call, from 4% in 2024–25 to just 2% in 2025–26.
Over the past 12 months, we provided more than 355 hours of translation services, helping customers get information in their preferred language.
Feedback
We continue to expand how and where we collect customer feedback, using these insights to deliver a better experience for customers.
In 2025–26:
- we received 10,776 completed contact centre surveys and increased our customer satisfaction level to 86% from 81% previously
- 90% of customers said they were treated with respect
- 87% said they received the information they needed
- 87% said the information was easy to understand
- 77% said their issue was resolved on the call.
Customer feedback helps us make practical improvements to our services. For example, feedback from representatives helped shape a new form for authorising representatives, while feedback from payroll tax customers led to earlier, more targeted annual reconciliation communications to help taxpayers better understand their obligations.