Ipswich City Council’s customer service ranking improves year on year
Published on 30 September 2025
Ipswich City Council’s customer service ranked third nationwide in a field of 43 councils, an improvement of one place on the previous year.
Community and Sport Committee Chairperson Councillor Jacob Madsen said the 2024-2025 Customer Services Report Card showed significant customer service improvements across the board.
“Ipswich City Council's Contact Centre has achieved a milestone of securing the third position out of 43 councils in a nationwide customer service ranking. This is an elevated ranking from fourth place last year,” Cr Madsen said.
“This achievement aligns with the ongoing success of the Contact Centre’s internal quality assurance.
Overall quality is above the 80 per cent benchmark set in the Contact Centre’s Quality Assurance Framework.”
Additionally, the Ipswich City Council Contact Centre was recently recognised by Auscontact, the industry association for contact centres in Australia as a State finalist for Contact Centre of the Year in their annual awards.
These awards recognise excellence in the contact centre industry and see councils competing with contact centres within the broader landscape, including private industry.
Ipswich City Council’s Customer Strategy and Experience Section is committed to providing customer interactions that are consistent, friendly, timely and efficient.
Customer Services' four teams – Contact Centre, Concierge and Support, Applications and Lodgements interact with the community via multiple channels including face-to-face, phone, online and via email.
“High volumes of interactions were experienced across all channels of customer contact in July 2024 – June 2025,” Cr Madsen said.
“Internal process improvements and investment in improving existing systems has had positive impacts on average call wait times, service response to emails and online service requests.
“The average wait time for 2024-2025 was 4 minutes 50 seconds for general enquiries, compared to 4 minutes and 31 seconds in 2024, which is excellent performance considering the increase in workload of an additional 5,500 calls in the period.
“The Contact Centre experienced strong and consistent call demand across both service response and commercial waste queues from July 2024 – June 2025.
“The Contact Centre team has successfully engaged in several process improvement projects this year which have generated positive business results.
“Despite increased work volumes, service levels have remained comparable to the last financial year without the need to increase resources.”
The annual report card showed staff answered more than 112,000 calls over the year.
Customer Services received an additional 1,122 emails from customers in the period, compared to the previous financial year, which reflects a 7.5 per cent increase in a single year.
“The most common reasons for customers to phone council in July 2024 – June 2025 were to discuss rates, residential waste, animal management, roads/footpaths and parks maintenance,” Cr Madsen said.
“These enquiry types collectively accounted for 61 per cent of all inbound general phone enquiries.
“Overall, another amazing job by our teams at the coalface, who day-in day-out deal politely and efficiently with all manner of matters raised by our community.”