Australian Aged Care Providers Q4 2025 Call Centre Rankings
These results show how effectively Australian aged care providers handle new resident, home care, and respite enquiries — based on real mystery shopping calls from older Australians and family members comparing services, availability, eligibility and costs.
Each call is evaluated across more than 80 CX metrics aligned with the Australian Contact Centre CX Standards . This provides a consistent, independent, data-driven assessment of how well providers manage intake enquiries, build trust, and convert interest into safe, timely care arrangements.
For aged care providers, these results matter. Every missed call, long wait, or unclear explanation can mean lost occupancy days, delayed starts to care, and unnecessary stress for families. Our benchmarking pinpoints where friction occurs — and how leading organisations turn sensitive first contact into confident decisions. Through ACXPA’s Aged Care Benchmarking Services providers can identify service gaps, lift enquiry handling quality, and strengthen conversion across residential, home care packages and respite.
Executive Summary – Australian Aged Care Sector Q4 2025
In Q4 2025, the Australian aged care sector recorded an Overall CX score of 49.6%, the lowest result for the sector since benchmarking commenced in Q3 2024 and the second-lowest of all sectors measured this quarter. While aged care remains a relatively new category within the ACXPA Call Centre Rankings, Q4 results highlight growing variability in performance and emerging pressure points across both accessibility and enquiry quality.
Uniting NSW.ACT led the sector for Overall CX (63.0%), marking the second time they have topped the rankings this year. Their result was underpinned by sector-leading Accessibility (93.9%) — the third-best result nationally — combined with comparatively stronger performance across several Agent Mastery competencies.
At the other end of the spectrum, HammondCare recorded an Overall CX score of 21.9%, the lowest in the sector and their lowest result on record. Q4 outcomes reinforce that while ease of connection remains a relative strength for some providers, the quality and effectiveness of conversations once callers reach an agent continues to be the defining challenge for aged care CX — particularly given the high-trust, high-stakes nature of new in-home care enquiries.
Top Performers
🏆 Overall CX – Uniting NSW.ACT (63.0%)
Uniting NSW.ACT led the aged care sector for Overall CX in Q4 2025, marking their second sector win this year. Their result reflects strong execution on accessibility fundamentals combined with comparatively higher agent capability in key stages of the enquiry conversation.
📞 Accessibility – Uniting NSW.ACT (93.9%)
Uniting NSW.ACT delivered the strongest Accessibility result in the sector and ranked third nationally. Both Uniting NSW.ACT and Baptcare recorded their best Accessibility results to date.
⭐ Agent Mastery – HammondCare (49.9%)
HammondCare recorded the highest Agent Mastery score in the sector. However, it is notable that even the top-performing provider remained below the 50% mark, reinforcing the depth of challenge facing aged care in enquiry quality.
⏱️ Wait Times – Baptcare (0:09)
Baptcare recorded the fastest average wait time in the sector for the second consecutive quarter, ranking 4th nationally across all contact centres measured.
⚠ Overall CX Challenges
⚖️ Agent Mastery Remains the Sector’s Greatest Challenge
Aged care ranked last of all sectors for Agent Mastery in Q4 2025. Even the highest score in the sector was just 49.9%, and 50% of providers recorded their lowest Agent Mastery result on record, indicating widespread difficulty in delivering effective enquiry conversations.
🚪 Ease of Connection Does Not Guarantee Quality
While Accessibility remains a relative strength for some providers, the data shows that strong access is often not matched by strong enquiry handling. This imbalance limits Overall CX outcomes, particularly in a category where trust, clarity, and reassurance are critical from the first interaction.
⏳ Rising Wait Times at the Sector Level
Sector-wide average wait time increased to 2:11 in Q4 2025 — the longest quarter recorded for aged care to date — marking the third consecutive quarterly increase.
📉 Significant Underperformance by the Lowest-Ranked Provider
HammondCare recorded the lowest results across multiple metrics, including Overall CX (21.9%), Accessibility (45.5%), Wait Times (8:10), and Calls Answered in 10 Minutes (33.3%). These outcomes highlight how compounding weaknesses across access and quality can severely undermine first impressions in new aged care enquiries.
🏅 Key Wins
📞 Strong Accessibility Is Achievable at the Top End
Q4 results show that very strong Accessibility performance is achievable in aged care, with Uniting NSW.ACT (93.9%), Benetas (89.8%), Uniting AgeWell (89.8%), and Bolton Clarke (84.8%) all delivering high ease-of-connection outcomes. The spread between these providers and the lowest performer (45.5%) reinforces that Accessibility performance in aged care is driven by execution, not structural limitation.
⏱️ Fast Connection Remains Achievable
Very short wait times were recorded by several providers, led by Baptcare (0:09), confirming that prompt access to a live person is achievable in the aged care context.
📊 Impact Competency Shows Relative Strength
Despite broader Agent Mastery challenges, the Impact competency remained the strongest area across the sector, with scores consistently higher than other Agent Mastery dimensions.
📈 Early Signals of Performance Differentiation
Although aged care is still a new sector within the rankings, Q4 results are beginning to show meaningful separation between providers who are executing consistently across multiple CX dimensions and those struggling to do so.
Recognising Call Centre Excellence for Australian Aged Care Providers
Congratulations to the top-performing Australian aged care providers delivering outstanding customer experiences via their call centres in Q4 2025.
These results are based on independent mystery shopping assessments, using genuine customer enquiries to evaluate how effectively providers are supporting families navigating aged care options.
Recognition in these rankings goes beyond meeting expectations – it highlights providers who bring warmth, clarity, and responsiveness to moments that often carry emotional weight.
By making it easier for families to ask questions, explore options, and feel heard, these organisations are not only improving the customer experience but also building trust and securing future care decisions.
63.0%
59.2%
57.8%
21.9%Quarterly Trend
Overall CX
Aged Care Providers
The Overall CX Score is the most important metric in our benchmarking program – a single, weighted score that reflects how easy it is for customers to reach a contact centre and the quality of the experience once connected.
As the defining measure of customer experience, the Overall CX Score blends Accessibility (30%) and Agent Mastery (70%) to reflect both access and impact – with a greater emphasis on the agent’s role in shaping outcomes. Penalties are applied for major breakdowns to ensure a true picture of performance from the customer’s perspective.
Key Metrics Trend – Aged Care Providers (12-Month View)
The chart below highlights a 12-month trend across three core CX performance metrics for Australian aged-care providers:
- Overall CX – A weighted composite score reflecting the end-to-end customer experience, factoring in accessibility, agent quality, and call handling efficiency.
- Accessibility – The ease of reaching a human agent.
- Agent Mastery – The quality and effectiveness of agent conversations.
Overall CX
This is the headline metric – representing the total customer experience across every stage of the call journey. It’s calculated using a weighted combination of the Accessibility and Agent Mastery scores, providing a holistic view of how well aged-care providers are delivering end-to-end service during key sales enquiries interactions.
Accessibility
This measures how easily and quickly prospective customers can reach a real person. It includes navigating phone menus, clarity of options, queue times, and whether callers successfully speak with a representative. Higher scores reflect smoother, more customer-friendly access experiences.
Agent Mastery
This evaluates the quality and professionalism of frontline service. It includes how well aged care providers’ staff greet, listen and explain suitable services – along with empathy, clarity, and overall service delivery. It’s a direct measure of agent capability during high-value conversations.
Learn more about the Australian Contact Centre CX Standards that power these assessments.
