Leap in! wins 2026 Queensland Contact Centre of the Year.
Leap in! is proud to have won the 2026 Queensland Contact Centre of the Year award, recognising the Leap in! Crew behind the support we provide to nearly 16,000 Members across Australia. For us, great service is helping NDIS participants get the most out of their plans, understanding why Members have contacted us and resolving their queries in a helpful and informed way. Our Plan Managers do not work from scripts. They have real conversations. They listen, ask questions and take the time to understand what each Member needs. 67% of our Leap in! Crew has lived experience of disability, either personally or through a family or caring role. That experience can bring additional insight and understanding to the conversations they have every day. Taking the time to get to the answer. Over the past year, our Brisbane-based team has had more than 230,000 Member connections. Our average phone conversation lasts around seven minutes, but we do not set a standard length for Member conversations. Some questions can be answered quickly. Others take more time. Our Crew has the space to do both. That approach is backed by strong service results. Around 95% of Member issues are resolved at first
