Overdue customer service requests slashed

Published on 01 October 2025

The City of Launceston’s City Amenities team has delivered an impressive turnaround in customer service performance this year, with overdue requests more than halved and completion times cut dramatically.

Across 2025, the team has managed an average of 670 customer service requests every month, reflecting the significant workload involved in maintaining and improving the city’s essential amenities.

But while demand has remained high, the real story has been the team’s success in lifting performance and reducing overdue cases.

At the beginning of the year, the Council had 583 requests sitting overdue (older than 30 days), with an average completion timeframe of 82 days.

By August, those numbers had been transformed: overdue requests were down to just 141, and the average completion timeframe had dropped to 49 days.

City of Launceston CEO Sam Johnson said the figures highlighted the team's commitment and focus.

"This is a huge achievement and something every member of the City Amenities team should be incredibly proud of," Mr Johnson said.

"In the space of just a few months, we’ve seen overdue cases fall by more than 75 per cent and average completion times drop by over a month.

"That kind of improvement doesn’t happen by accident — it’s the result of hard work, smarter systems, and a shared determination to do better for our community."

"Importantly, these improvements reflect our Strategic Plan 2025–2035, particularly the pillars of Excellence in Services and Strong Communities. These outcomes show how we are delivering high-quality, responsive services while building trust and confidence across our community."

The Council said the results also demonstrated its broader commitment to continuous improvement and responsiveness, directly aligning with the Strategic Plan’s goals of providing excellent services, supporting community confidence, and ensuring a high standard of civic leadership.