Frontline assistance

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
350,273 phone calls received 2019-20
53,647 emails received 2020-21
58,950 emails received 2019-20