Our service standards

Current year performance

We publish performance against our service standards to honour our commitment to transparent management, accountability for results, and client-centred service delivery.

Service standard	Standard	2012-13 benchmark %	Monthly performance % (at 30 April 2013)	Monthly indicator %	YTD performance %	YTD rating %
Registrations
Registrations - Commissioner of Taxation	28 calendar days	93	87		93
Registrations - Australian Business Register***	28 calendar days	93	96		93	Met or exceeded benchmark
Lodgments
Electronic tax returns - individuals*	12 business days	94	98		97
Paper tax returns - individuals**	42 calendar days	80	93		90
Electronic tax returns - non-individuals*	14 calendar days	92	98		94
Paper tax returns - non-individuals**	56 calendar days	80	90		78
Electronic credit activity statements	14 calendar days	92	100		100
Paper credit activity statements	14 calendar days	85	99		99
Electronic debit activity statements	14 calendar days	95	100		100
Paper debit activity statements	42 calendar days	90	98		99
Enquiries
Correspondence and other requests	28 calendar days	85	90		90
Private rulings	28 calendar days	80	94		94
Telephone general enquiries	5 mins	80	82	Met or exceeded benchmark	80
Tax practitioners' premium service telephone enquiries	2 mins	90	91		92
Visit general enquiry service	10-15 mins	90	96		96
Amendments and objections
Electronic amendments*	28 calendar days	90	99		95
Paper amendments**	56 calendar days	75	93		77
Objections and reviews	56 calendar days	70	80		83
Audits
Audits and reviews finalised advice	7 calendar days	99	n/a	n/a	99
Complaints
Complaints - initial contact	3 business days	85	95		95
Complaints - resolution	21 calendar days	85	95		95

We use red, amber, and green ratings to provide a simplistic representation against our performance of work at a point in time.

Key:

	Met or exceeded benchmark.
	Marginally failed benchmark by less than two percentage points.
	Failed benchmark by two or more percentage points.

Notes:

*	Reporting methodologies have been developed to provide enhanced measurement of service standard performance, based on the items received within a month. Consequently, service standard performance is not able to be accurately measured until the period of the standard (for example, 14 calendar days) has passed after the end of the month. Therefore, the service standard performance for tax returns received in March 2013 is reported above.
**	Reporting methodologies have been developed to provide enhanced measurement of service standard performance, based on the items received within a month. Consequently, service standard performance is not able to be accurately measured until the period of the standard (for example, 42 calendar days) has passed after the end of the month. Therefore, the service standard performance for tax returns received in February 2013 is reported above.
***	For applications received from 1 July, our year-to-date service standard performance is 97% for April.

The tax returns component of the amendment service standards is measured according to the new methodologies for tax return lodgments (as above).

Sections within Current year performance

• Previous month's performance