What’s Happening?
Toowoomba Regional Council has received statewide recognition in the 2026 Snap Send Solve Community Satisfaction Index. The independent index measures community sentiment towards local government performance across Australia.
The result reflects positive resident experiences with Council’s service delivery, responsiveness and communication. It follows an organisation-wide focus on customer experience and continuous improvement, led by Chief Executive Officer Sal Petroccitto OAM.
Why It Matters
The recognition shows residents are noticing how Council responds, communicates and delivers local services. It also supports Council’s approach of placing the community at the centre of its decisions.
“One of my priorities is to strengthen our customer service culture and ensure our community is at the centre of everything we do,” Mr Petroccitto said. “Achieving a Top 10 ranking in Queensland is a significant accomplishment and one that belongs to every member of our organisation,”
Local Impact
The recognition extends beyond employees who speak directly with residents because many essential services are delivered behind the scenes.
“Whether they are working directly with customers or delivering essential services behind the scenes, our employees play a critical role in building trust and confidence within our community.”
Residents also have an important role through their feedback and engagement. Council said this input continues to guide priorities, services and improvements across the Toowoomba Region.
Key details
Several figures provide more context around the ranking and how residents can continue sharing feedback:
- A Top 10 ranking places Toowoomba Regional Council among Queensland’s highest-ranked councils for community satisfaction.
- During the past year, Council has strengthened its customer experience and improvement work under Mr Petroccitto’s leadership.
- Residents can download the free Snap Send Solve app through two stores, the Apple App Store and Google Play Store.
Zoom In
Mr Petroccitto said Council had worked to become more responsive while acting on feedback and community needs.
“We have worked hard to create a more responsive, customer-focused organisation that listens to feedback, acts on community needs and strives for excellence in service delivery. This result demonstrates that our efforts are making a positive difference and that our community is recognising those improvements.”
The ranking provides Council with an independent measure of how residents view its services. It also reflects the organisation’s continued focus on improving the customer experience.
Zoom Out
The findings reinforce Council’s commitment to continuous improvement and support its vision for a region “Where Ambition Meets Opportunity”.
As a national measure of community sentiment, the index also provides wider context for Council’s performance. Its Queensland ranking shows local improvement efforts are receiving positive community recognition.
Council thanked residents for continuing to share their experiences, concerns and feedback about local services.
What To Look For Next?
Council plans to continue listening to residents while improving its services and customer support across the region.
“While there is always more work to do, this achievement provides encouragement that we are on the right path. We remain committed to delivering high-quality services and creating a culture where residents and customers feel heard and supported.”
Residents can continue providing feedback through the free Snap Send Solve app. Their input will help Council refine its priorities, services and future improvements.
