Australian Councils Call Centre Rankings produced by ACXPA

2025 Australian Council Call Centre Rankings

When ratepayers and community members contact their local council, the experience they receive sets the tone for public trust in local government. These quarterly rankings reveal how well councils handle everyday enquiries — from bin collection and rates to local events, permits, and service requests.

The results are based on real mystery shopping calls placed without notice or scripting — capturing the experience as it happens. Some councils make it easy to get help. Others make it harder than it should be. These rankings surface both.

These assessments support ACXPA’s broader mission to improve customer experience standards across Australia. By providing objective insights into real-world performance, we help councils identify strengths, uncover gaps, and build service models the community can trust.

All calls are assessed using the Australian Contact Centre CX Standards — ACXPA’s national framework for measuring accessibility and agent service quality. Additional insights are available through the Council CX Benchmarking Service , which tracks over 80 performance metrics and enables benchmarking across the local government sector.

Quarterly results are published publicly, while ACXPA Members access rolling monthly data, leaderboards, and deeper insights to drive improvement.

Methodology

Australian-based mystery shoppers replicate genuine community enquiries — not rehearsed scripts. Calls are placed randomly across days and times, covering common topics such as bin collection, rate payments, local events, and permits.

We don’t measure theory — we measure reality. Community members don’t care about averages, sample sizes, or how polished the internal processes look — they care about their experience. That single moment shapes public perception and trust — and that’s what we assess.

All results reflect general public enquiries — made without prior history, case numbers, or account identifiers — to ensure consistency and impartiality across all councils.

Note: Calls relating to formal complaints, regulatory matters, or case-specific investigations are typically handled by specialist teams and fall outside the scope of this assessment.

For councils looking to strengthen frontline performance, we also offer a dedicated Public Sector Customer Service Training course tailored to phone and email interactions in local government.

Call Centre Wait Times for Australian Councils

Current Council Sector Leaderboards

Which Councils Are Delivering on CX – and Which Are Falling Short?

Each quarter, we publicly share a snapshot of real customer experience performance in the council sector – based on independent assessments of call centre accessibility, responsiveness, and agent service during general public enquiries.

Below, you’ll see the latest leaderboard results for two of the most impactful CX metrics: Overall CX and Average Wait Times. These rankings highlight the top-performing councils – recognising those delivering outstanding service to their communities – as well as those with room to improve.

Want even more insights?
The latest quarterly report is available at the bottom of this page – but as a visitor, you'll only see the Executive Summary.

Subscribe for free to unlock the full leaderboard results across all five CX metrics, expert commentary, and sector-wide trend insights.
Subscribers get access to the full report each quarter – but not previous reports or deeper historical data.

For complete access, ACXPA Members unlock everything: monthly and rolling leaderboards, all previous reports, downloadable data, plus Australia’s best premium resources for contact centre professionals – including templates, calculators, the video library, and exclusive self-paced courses.

, you’ve unlocked access to the full Quarterly Sector Report at the bottom of this page – including leaderboard results across five key CX metrics, expert commentary, and current trends affecting local government.

Want more insights? ACXPA Members get access to everything – including monthly leaderboards, rolling performance reports, previous quarterly reports, lifetime rankings, downloads, and premium industry tools.

Upgrade to membership to unlock Australia’s best resources for public sector contact centre professionals – including templates, calculators, the video library, exclusive self-paced training and more.

, as a member, the full Quarterly Sector Report is available at the bottom of the page — including the latest leaderboards, detailed analysis across five CX metrics, and expert commentary. You have full access with no restrictions.

But that’s just the beginning. You’ve also unlocked ongoing access to some of the most valuable Contact Centre CX insights in Australia:

Exclusive Council Sector Data – member-only trends and benchmarking insights.
Current Industry Leaderboards – covering dozens of live CX performance metrics.
Lifetime Leaderboards – track long-term performance across time.
Sector Comparison Data – compare council performance with other key industries using national CX standards.

How We Selected Which Councils to Benchmark

🏆 OVERALL CX - Leaderboard

Australian Councils - Q1 2025The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.

1st:CITY OF ONKAPARINGA65.7%

2nd:CITY OF STIRLING62.5%

3rd:CITY OF LAUNCESTON62.1%

Lowest:CITY OF CASEY38.5%

Australian Councils Sector Average58.2%

Call Centre Industry Average54.6%

What do the colours mean?

Data accurate as of April 2025

⏰ WAIT TIMES - Leaderboard

Australian Councils - Q1 2025The average wait time to connect with a live agent about a general enquiry (measured from the start of being placed into the queue).

1st:CITY OF ONKAPARINGA00:08

2nd:MONASH CITY00:52

3rd:BRISBANE CITY01:22

Longest:CITY OF CASEY06:01

Australian Councils Sector Average01:58

Call Centre Industry Average01:43

Data accurate as of April 2025

Explore the Latest Australian Councils Quarterly Report for More Insights

Curious who's leading the country?

Leading Contact Centres in Australia

Best Overall CX - Q1 2025

(ENERGY Sector)

73.4%

(ENERGY Sector)

72.7%

(INTERNET Sector)

70.5%

View the top leaderboards in Australia 🔗

Australian Council Sector Call Centre Trends

How the Australian Council Sector is Tracking Across Key Call Centre CX Metrics

The chart below highlights the quarterly performance of the council sector across three key metrics – Overall CX, Accessibility, and Agent Mastery – based on aggregated results from real-world mystery shopping assessments.

It shows how performance is shifting quarter to quarter – revealing where councils are improving community access and frontline service, and where additional support or training may be needed.

More insights are available in the Council Sector Quarterly Reports, including expert commentary, top performers across all five core metrics, and deeper analysis by metric and trend.

About These Metrics

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 councils are delivering end-to-end service to the community.

Accessibility
This measures how easily and quickly community members can reach a real person. It includes navigating phone menus, clarity of options, queue times, and whether callers are successfully connected with a council representative. Higher scores reflect smoother, more resident-friendly access experiences.

Agent Mastery
This evaluates the quality and professionalism of frontline interactions. It includes how well council staff greet, listen, explain, and resolve general enquiries – along with empathy, clarity, and overall communication. It’s a direct reflection of the public’s experience when engaging with your team.

Learn more about the Australian Contact Centre CX Standards that power these assessments.

Council Sector Insights – What You Can Access

Discover the difference between public, free, and member access to our Council sector insights. From general enquiry call handling to responsiveness and accessibility, here’s what you can access right now — and what unlocks with a free or paid ACXPA account.

Feature

Visitors
(Your Access)

Subscribers
(Free)

Members
(Paid)

Council Sector Reports

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See What Else You’re Missing (click to expand)

National Rankings Access
View Current Industry Leaders (5 metrics) See which contact centres across the industry topped the nation this quarter for CX, accessibility, agent behaviours and responsiveness.	✔	✔	✔
Annual Industry Trends (15 metrics) Track annual performance trends across 15 customer experience metrics.	✔	✔	✔
Sector Comparison Trends (5 metrics) Current quarter and rolling last 4 quarterly trends across 5 key metrics comparing all industry sectors.	✔	✔	✔
Month to Month Industry Trends (15 metrics) Monthly trends across all key industry metrics to identify emerging issues and improvements.	–	✔	✔
Enhanced Sector Comparison Trends (13 metrics) Track short and long-term performance across sectors with 13 metrics viewed over multiple time periods.	–	✔	✔
Downloadable Industry Reports (PDF) Monthly and quarterly industry-wide call centre ranking insights available as downloadable PDFs.	–	✔	✔
High/Low Leaderboards (13 metrics – rolling 6 months) See which providers across the entire industry consistently lead or lag in CX metrics over time, showcasing the spread of performance.	–	–	✔
Lifetime Industry Leaderboards (6 metrics) See the top-performing contact centres across six core metrics since benchmarking began — industry-wide, not sector-specific.	–	–	✔
Additional ACXPA Member Benefits
Access exclusive discounts on our Aged Care CX Benchmarking Service ACXPA Members receive 10% off our tailored aged care benchmarking packages — track and improve your service quality with ease.	–	–	✔
Access Australia’s Most Comprehensive Contact Centre Resources Premium downloads, forums, roundtables, training videos, and expert guides to support your aged care service team.	–	✔	✔
Discounts to Events & Live Training Members save on aged care CX training courses, live events, and conferences.	–	–	✔

Ready to unlock everything?

Subscribe Free

Join Now

Council Sector Insights – Subscriber Access

As a free Subscriber, you unlock more in-depth council insights: from sector leaderboards and national trends to downloadable PDF reports. Paid Members get everything — including exclusive tools, CX dashboards, and benchmarking comparisons to support better community service delivery.

Feature

Current Access
(Free Subscriber)

Members
(Paid)

Council Sector Reports

✔

–

✔

–

✔

–

✔

See What Else You’re Missing (click to expand)

National Rankings Access
View Current Industry Leaders (5 metrics) See which contact centres across the industry topped the nation this quarter for CX, accessibility, agent behaviours and responsiveness.	✔	✔	✔
Annual Industry Trends (15 metrics) Track annual performance trends across 15 customer experience metrics.	✔	✔	✔
Sector Comparison Trends (5 metrics) Current quarter and rolling last 4 quarterly trends across 5 key metrics comparing all industry sectors.	✔	✔	✔
Month to Month Industry Trends (15 metrics) Monthly trends across all key industry metrics to identify emerging issues and improvements.	–	✔	✔
Enhanced Sector Comparison Trends (13 metrics) Track short and long-term performance across sectors with 13 metrics viewed over multiple time periods.	–	✔	✔
Downloadable Industry Reports (PDF) Monthly and quarterly industry-wide call centre ranking insights available as downloadable PDFs.	–	✔	✔
High/Low Leaderboards (13 metrics – rolling 6 months) See which providers across the entire industry consistently lead or lag in CX metrics over time, showcasing the spread of performance.	–	–	✔
Lifetime Industry Leaderboards (6 metrics) See the top-performing contact centres across six core metrics since benchmarking began — industry-wide, not sector-specific.	–	–	✔

Ready for full access?

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Join Now

Quarterly Australian Councils Reports

The 5 Metrics Included in the Quarterly Council Reports Below

These five metrics offer a performance snapshot of how councils respond to calls from community members. They represent just a slice of the 80+ individual measures assessed each month through our Council Benchmarking Services, with options to suit all types of local governments.

As a Visitor, you can view the Executive Summary for the latest report. To see full results, rankings and trends, consider becoming a Subscriber or Member.

Overall CX Ranking The headline measure of customer experience – combining accessibility and agent service into a single score.

Accessibility Ranking Measures how quickly and easily potential customers can reach a live agent – no client ID required.

Agent Mastery Ranking Evaluates how well frontline staff handle sales-style enquiries – including professionalism, clarity, and resolution quality.

Calls Answered Percentage Tracks the percentage of calls answered within 15 minutes — a key accessibility benchmark.

Average Wait Times Reflects the time customers spend in queue before speaking to someone — a major driver of satisfaction (or frustration).

Special Offer: Trial Our Contact Centre CX Benchmarking PLUS Service for $697

Get independent CX insights across 80+ contact centre metrics — including monthly benchmarking against five nominated councils or comparable organisations. It’s the smartest way to understand how your call centre performance stacks up against others in local government.

Our PLUS service is just one of four benchmarking options tailored for councils – from public rankings to deep-dive private assessments. Whether you're looking to enhance public trust, improve agent capability, or reduce wait times, we’ve got a solution to support your goals.

🔍 Learn more about our benchmarking services

ACXPA Australian Councils Call Centre Rankings Q1 2025

Australian Councils Q1 2025

Coming Soon! View the Q1 2025 Council's Call Centre Rankings with average wait times, customer service quality, answer percentage and more.

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2025 Australian Council Call Centre Rankings

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Additional Insights

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Additional Insights

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Additional Insights

Methodology

Which Councils Are Delivering on CX – and Which Are Falling Short?

Curious who's leading the country?

How the Australian Council Sector is Tracking Across Key Call Centre CX Metrics

Council Sector Insights – What You Can Access

Council Sector Insights – Subscriber Access

Quarterly Australian Councils Reports

The 5 Metrics Included in the Quarterly Council Reports Below

The 5 Metrics Included in the Quarterly Council Reports Below

, Your Access to All Council Sector Reports and Insights

The 5 Metrics Included in the Quarterly Council Reports Below

Looking for Full Access to the Council Sector Reports?

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Aged Care

Banks

Car Insurance

Education Providers

Energy Retailers

Internet Retailers

Local Councils

Add Your Sector

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