City’s customer service celebrated at Auscontact WA Excellence Awards

Judged by a panel of industry experts and leaders, the Auscontact Excellence Awards is the contact centre industry’s most prestigious awards program.

At the WA awards last Friday night, City of Stirling Service Improvement Business Analyst Fiona Heart took out the Business Analyst/Reporting Professional category.

As a state winner, Ms Heart will now progress as a national finalist in her category for the 2026 Auscontact Excellence Awards later this year.

“Since transitioning into the Customer Experience Service Improvement team, Fiona has become a driving force behind data-informed decision-making across the City,” Director Community Development Michael Quirk said.

“Her ability to analyse information, uncover insights and translate data into practical actions has helped shape improvements to customer experience, service delivery and organisational performance.

“This award is well-deserved recognition of the impact she’s had at the City, her professionalism and her commitment to continuous improvement.”

The City was also a finalist in the Customer Experience Initiative of the Year – Digital Transformation category for our Complaints Handling Refresh project.

The Complaints Handling Refresh has transformed how customer feedback is received, managed and acted on across the organisation, making it easier for residents to access support while providing clearer insights into community concerns and opportunities for service improvement. 

Since it was implemented in September 2025, the City's complaint volumes have reduced by almost 40 per cent.

Last week's recognition comes after the City shined on the national stage at the 2025 Auscontact Excellence Awards.