In 2022–23, Customer Services received 242,967 phone calls and managed 47,826 emails. As we modernise our digital services, we continue to see a decrease in calls received each year, with 2022–23 dropping by over 16% from the previous year.
As an essential service, our call centre remains a focus and key to providing an excellent customer experience. In 2022–23 we invested in enhancing tax-technical knowledge, soft customer service skills and further investment in additional staff.
For 2022–23, we received 8,738 completed contact centre surveys and recorded a customer satisfaction level of 82%. We are also included on the Forrester Australia Government CX Index, placing first for the calendar year 2022 in the category of customer service.
