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City of Ballarat continues to expand its customer service coverage

8 October 2019

The City of Ballarat’s customer service team handled more than 130,000 enquiries in the 2018/19 financial year, with rates and parking among the most common queries.

As revealed in the 2018/19 City of Ballarat Customer Service Annual Report, almost 36,000 payments were processed at the Phoenix Building and 26,074 payments were processed online in the last financial year.

In addition:

  • 85 per cent of customers rated Council’s service as good or awesome.
  • Council expanded its digital customer service kiosk coverage to four sites (Phoenix Building, Ballarat Aquatic and Lifestyle Centre, Ballarat Library and Sebastopol Library). 
  • RateIt measurement tool devices were utilised at eight Council sites, with 18,117 ratings received across a range of services, scoring these services a combined 8.3.


City of Ballarat Mayor Cr Samantha McIntosh said Council continued to grow its suite of digital options whilst maintaining traditional methods of communications.

In 2018/19, more than 20,000 digital requests were lodged with Council (including 694 via Facebook Chat) and 86,576 phone calls were received.

“The City of Ballarat’s customer service function must grow in line with community expectations,” Cr McIntosh said.

“The customer service team is committed to a human-centred design approach which ensures the customer remains at the heart of the team’s work.”