MEDIA STATEMENT: Customer service improvements to be delivered for Queenslanders

Customer service improvements to be delivered for Queenslanders 

• Key State Government customer services functions to be brought together.
• Move to ensure consistency for Queenslanders accessing government services and promote continuous improvement.
• Changes to take effect from 1 July 2025. 

The Crisafulli Government has signalled its long-term commitment to service delivery transformation so Queenslanders accessing government services online, over the phone or face-to-face have a more seamless experience. 

Key customer service functions across government will be brought together from 1 July as the State Government works towards becoming Australia’s most customer service-focused government. 

The change will see the customer services arm of the Department of Transport and Main Roads transfer to the Department of Customer Services, Open Data and Small and Family Business with the objective of better aligning and improving customer experience. 

Customer service centres, online services, call centres and digital identity services will be among the services transferring. 

Queensland’s first Minister for Customer Services and Open Data Steve Minnikin said this alignment brought together two functions that delivered the majority of the day-to-day government transactions.  

“This opportunity allows us to improve government services, to deliver a consistent customer service experience across our services and channels,” Minister Minnikin said. 

“I look forward to working with all our customer service teams and hearing from them on how we continue to deliver better services and support for Queenslanders.” 

Minister for Transport and Main Roads Brent Mickelberg said the combination of services would be a win for customers. 

“Previous governments have been unwilling to make such a transformative move, but we are determined to improve customer service,” Minister Mickelberg said. 

“Our aim is to deliver a better customer experience over time for Queenslanders with minimal disruption.” 

ENDS 

MEDIA CONTACT: Nickie Dao 0427 880 446