Skip to main content
COVID-19 Red setting

For information about our services and facilities restrictions during the protection framework settings, see the COVID-19 section.

For up-to-date information on COVID-19, visit covid19.govt.nz.

Online services outage
More Some online services will be unavailable from 4am on Saturday 4 December to midnight on Sunday 5 December. Learn moreOnline services outage

Proportion of calls resolved at first point of contact (updated quarterly)

Goal
80%
FY20 Q4
90%

About this goal

We measure telephone calls that are resolved without the need to transfer to a specialist. ​Our aim is to have 80 per cent of calls resolved by the first customer service representative.

Importance of this goal

​We need to enhance the customer experience by resolving calls at first point of contact.