🏆 Australian Call Centre Rankings · Q3 2026
Australian Aged Care Providers Q3 2026 Call Centre Rankings
A family ringing about in-home care is usually choosing a provider within days, often after something has changed at home. The call decides whether they feel looked after, and whether they know what the service involves.
We mystery shop Australia's aged care providers as families enquiring about new in-home care services, and score every call against 48+ CX metrics aligned to the ACXPA Contact Centre CX Standards. Nobody is told when we are calling.
Overall CX
The headline score: getting through and the conversation, combined
56.4%
▲ 1.0 pts on Q2 · third gain in a row
Accessibility
How easily callers reached a real person
76.3%
▲ 0.6 pts on Q2
Agent Mastery
How well agents handled the conversation
51.6%
▼ 0.5 pts on Q2
National ranking
Aged care's Overall CX against the other sectors we benchmark
5th=
of 7 sectors · all-industry 59.0%
The quarter in one line: more families got through and the conversation felt warmer than ever, but fewer came away knowing what the service involves.
Recognising Call Centre Excellence for Australian Aged Care Providers
Congratulations to Uniting NSW.ACT, back on top of Australian aged care providers and leading Overall CX, Accessibility and Agent Mastery.
A family weighing up in-home care is often making the decision in a hurry. The providers at the top of this table answer quickly and take the time to understand what the family needs.
67.4%
62.7%
60.7%
36.2%Australian Call Centre Rankings · Q3 2026
Contact Centre CX Quadrant
Australian Aged Care Providers · New in-home care service enquiries
67.4%Access 93.0%Mastery 56.4%
62.7%Access 87.8%Mastery 51.9%
60.7%Access 74.3%Mastery 55.0%
57.6%Access 90.2%Mastery 43.7%
51.9%Access 65.6%Mastery 53.2%
36.2%Access 45.1%Mastery 48.5%
How quickly and easily a caller gets through to a real person: phone menus, recorded messages, wait time, and whether the call is answered at all.
How well the agent handles the call once answered: understanding what the caller needs, explaining options clearly, and checking the caller is ready to proceed.
Easy to reach and a strong conversation. Providers in the Best Practice corner score 80%+ on both.
Shows a selection of the aged care providers ACXPA benchmarks, not every provider in the sector. Scores are the quarter average of independent mystery shopping calls, rated against the ACXPA Contact Centre CX Standards.
Australian Aged Care Providers · Q3 2026
The Quarter in Review
Aged care improved for a third consecutive quarter. Overall CX averaged 56.4%, up 1.0 point on Q2.
More families got through. 92.9% of assessed calls were answered within ten minutes, up from 85.3%, and Impact rose to 86.8%, the warmest conversations the sector has recorded.
Families came away knowing less. Educate fell 7.5 points to 51.2%, the lowest of the seven sectors, and Engage fell to 21.9%, its lowest on record.
Uniting NSW.ACT is back on top at 67.4%. Silverchain posted the largest gain (+15.6 points). Benetas finished lowest at 36.2%, its lowest result on record.
📊 How aged care compares nationally · Overall CX, Q3 2026
Aged care ranked equal fifth of the seven sectors with education, 2.6 points below the all-industry average of 59.0%.
It is the second-easiest sector to reach (76.3% Accessibility) and second on Impact, but last of the seven on Educate.
Every headline measure at a glance
📊 Q3 2026 Scorecard – Australian Aged Care Providers
The sector average for each measure, how it moved since Q2, and the best and weakest provider results this quarter.
Bolton ClarkeQ3 2026 is the average of July, August and September. Hover over or tap a measure to see what it covers. Average wait and time to reach a person include unanswered calls, counted up to the time limit. Benetas answered none of our assessed calls in September, and an unanswered call scores 0% Overall CX. Green is better, red is worse.
Where would your organisation sit in this table? Aged Care Benchmarking scores your own enquiry line on every one of these measures, alongside the competitors you choose. Plans start from $397 a month.
Add your columnThe stories behind the numbers
🏡 Provider by Provider – What Moved in Q3
Where the sector is losing ground
🚪 Where Aged Care Providers Still Lose the Family
More families are getting through. Fewer are being told what they need to decide.
How long it takes to reach a person, split into navigating the phone menu, listening to recorded messages, and waiting for an agent:
Includes unanswered calls, counted up to the time limit. Totals can differ from the parts by a second because each figure is averaged separately.
Getting through takes longer. The average wait rose from 1:51 to 2:05, the longest of the seven sectors. Time in the phone menu (0:49) and menu depth (1.5 layers) are both the highest the sector has recorded.
Families aren’t being told enough. Educate fell 7.5 points to 51.2%, the lowest of the seven sectors, and the end of the call (Close, 40.7%) is also the weakest of any sector. Engage fell to 21.9%, its lowest on record.
Explaining the service clearly is what turns a worried caller into a client. See Inbound Phone Sales Training for training on the conversation itself.
Interactive · try your own numbers
💰 What Are Unanswered Enquiry Calls Costing Your Organisation?
7.1% of assessed calls to Australian aged care providers weren’t answered within ten minutes this quarter, and the lowest answer rate was 66.7%. Put in your own numbers to see what your answer rate would cost you over a year.
Estimated value lost each year
$0
Indicative only. The answer rates shown are from ACXPA mystery shopping calls in Q3 2026 (answered within ten minutes). Your own call volumes and conversion will differ.
Do you know your real answer rate for enquiry calls, as a family experiences it? Your phone system counts the calls it answered. It can't tell you what the caller went through first, or how the conversation went. Benchmarking measures both, from $397 a month.
Get Aged Care BenchmarkingSector Trends – Australian Aged Care Providers (12-Month View)
How the sector’s three headline scores have moved over the last four quarters. Each bar is the average for Australian aged care providers in that quarter.
