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This is the public view. Your Councils dashboard carries the current month’s results, rolling leaderboards, downloadable datasheets and every past quarterly report.
Your free subscription covers the current quarterly report. Members also get the past four quarters, the current month’s leaderboards and the downloadable datasheets — plus the rest of the platform: all 8 specialist hubs, 50+ hours of live expert access a year, the full library of tools, calculators and templates, and 25% off live training.
When ratepayers and community members contact their local council, the experience they receive shapes confidence, trust, and perceptions of local government.
These quarterly rankings reveal how effectively councils handle everyday enquiries — from bin collection and rates to permits, local events, and service requests.
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.
We benchmark a cross-section of Australian local government — metropolitan and regional councils across several states, chosen to reflect the range of experiences residents and ratepayers actually encounter when they ring about rates, waste collection, planning permits, animal registration or local services.
The list is not fixed. Councils are added over time as our coverage expands, so what you see this quarter is a starting point rather than a final word on Australian local government.
What no council can influence is the result. Every council is assessed against the same standard, scored the same way, and published exactly as measured — including when the numbers are unflattering. A score cannot be bought, improved on request, or withdrawn.
Every interaction is assessed against the Australian Contact Centre CX Standards — a national framework for evaluating both Agent Mastery (conversation quality across Engage, Discover, Educate, Close and Impact) and Accessibility (how easily customers can reach a live agent). The same scorecard is applied to every call, in every sector, every month.
These are general enquiries, not sales calls. Our shoppers ring as residents with everyday questions, which is the overwhelming majority of what a council contact centre actually handles. Because those enquiries are rarely time-critical, our calls-answered measure allows fifteen minutes to reach a live person, rather than the ten minutes we apply in sales-driven sectors.
We should be clear about scale. This is not a high-volume audit and we don't present it as one. We assess a consistent sample of calls to each council every month, using the same method throughout, rather than attempting to survey a statistically representative slice of all calls made.
That is deliberate. Residents don't average their experience across hundreds of interactions — they form a lasting judgement from the one call they made. A consistent monthly sample is enough to expose the pattern behind that judgement: whether reaching a person is easy, whether the conversation is handled well, and whether either holds up quarter after quarter.
This report is free to read, and the results are published whatever they show. Councils that want the detail behind their own numbers — call recordings, competency-level scoring, and comparison against councils they nominate — can find it through our Council Benchmarking Services.
How long it takes to reach a human, how many menu layers stand in the way, and whether the call is answered at all.
How well the person who answers handles the enquiry — the questions they ask, what they know, and whether the customer leaves able to act.
Every score falls into one of five bands of the Australian Contact Centre CX Standards. The band is written next to the number, so the meaning survives greyscale, high-contrast mode and colour blindness.
65.0% 62.2% 61.3% 40.1%Data accurate as of August 2026
00:25 00:36 00:58 04:33Data accurate as of August 2026
Members can also download the monthly and quarterly datasheets behind these results.
Overall CX, Accessibility and Agent Mastery, quarter on quarter. Each summarises 48+ underlying assessment measures.
Each quarter we publish independent insights on how a selection of Australia’s council sector performs across customer experience, accessibility and agent quality during first-contact enquiries.
The current quarter. View the Australian Call Centre Rankings for Councils Q2 2026 report, revealng insights from 48+ metrics including average wait times, customer service…
View the Australian Call Centre Rankings for Councils Q1 2026 report, revealng insights from 48+ metrics including average wait times, customer service…
View the Australian Call Centre Rankings for Councils Q4 2025 report, revealng insights from 48+ metrics including average wait times, customer service…
View the Q3 2025 Council's Call Centre Rankings with average wait times, customer service quality, answer percentage and more.
| What you get | VisitorFreeYou are here | SubscriberFreeYou are here | Individual$197 ex GST / year | BusinessFrom $497 ex GST / year |
|---|---|---|---|---|
| Councils rankings data | ||||
| Current quarter — executive summary | Yes | Yes | Yes | Yes |
| Overall CX leaderboard | Yes | Yes | Yes | Yes |
| Contact Centre CX Quadrant | Yes | Yes | Yes | Yes |
| Past four quarterly reports | — | — | Yes | Yes |
| Current month and rolling 3 and 6-month leaderboards, downloadable | — | — | Yes | Yes |
| The rest of the platform | ||||
| All 8 specialist member hubs | — | — | Yes | Yes |
| 50+ hours of live expert access every year | — | — | Yes | Yes |
| Self-paced courses with certificates, Member Bytes and podcasts | — | — | Yes | Yes |
| 25% off live training | — | — | Yes | Yes |
| Tools, calculators, templates and resources | — | — | 50+ | 60+ |
| Facilitator-ready training packs — HEAT, Active Listening, Complaints Handling | — | — | — | Yes |
| Team Leader Coaching Guide and Employee Goal Tracker | — | — | — | Yes |
| Customer Response Templates — full 480-variant library | — | — | — | Yes |
| Business Dashboard and Business Members Directory listing | — | — | — | Yes |
| Membership for 5, 10, 25, 50 or 100 people | — | — | — | Yes |
Rankings data is identical across paid tiers — Business adds team deployment and the wider resource library. Compare Business Membership
A complete diagnostic of your contact centre’s customer experience — not just a single ranking.
Australian Customer Experience Professionals Association (ACXPA)
Independent, practitioner-led standards, benchmarking and learning for customer service and experience.
ABN: 58 817 433 774
+61 3 9492 2871Independent, practitioner-led standards, rankings and benchmarking for customer service and experience worldwide.
Practical hubs, frameworks and reference tools to improve customer service and experience.
Training, courses and live events to build capability and share what works in practice.