In 2020–21, Customer Services received 336,053 phone calls and managed 53,647 emails.
Enhancements to our digital services are being embraced by customers who overwhelmingly prefer the convenience of online platforms, demonstrated by a steady decrease in phone and email as their preferred channel of communication in 2020–21.
![336,053 phone calls received 2020-21](/sites/default/files/2021-11/15-0-calls-emails.png)
![350,273 phone calls received 2019-20](/sites/default/files/2021-11/15-1-calls-emails.png)
![53,647 emails received 2020-21](/sites/default/files/2021-11/15-2-calls-emails.png)
![58,950 emails received 2019-20](/sites/default/files/2021-11/15-3-calls-emails.png)