Commissioner of Taxation Annual Report 2009-10

7.3 Appendix 3: Change program impacts on key service standards in 2009-10

The temporary shutdown of our systems as we modernised resulted in inevitable delays. This in turn led to a failure to meet some service standards and there was a related increase in the number of calls and complaints received. This consequence is demonstrated in figures 7.3.1, 7.3.2 and 7.3.3 shown below.

FIGURE 7.3.1: Service performance for lodgment of electronic tax returns for individuals, 2009-10

FIGURE 7.3.2: Service performance for tax practitioners' premium service phone enquiries, 2009-10

FIGURE 7.3.3: Service performance for the resolution of complaints, 2009-10

Sections within Part 7 - Appendixes

• 7.1 Appendix 1: Legislative reporting requirements
• 7.2 Appendix 2: Laws conferring powers on the Commissioner
• 7.3 Appendix 3: Change program impacts on key service standards in 2009-10
• 7.4 Appendix 4: Freedom of information
• 7.5 Appendix 5: External scrutiny
• 7.6 Appendix 6: Workforce demographics
• 7.7 Appendix 7: Ecological and environmental performance
• 7.8 Appendix 8: Access for people with disability
• 7.9 Appendix 9: Occupational health and safety report
• 7.10 Appendix 10: Consultancy services
• 7.11 Appendix 11: Advertising, direct mail, media placement and market research
• 7.12 Appendix 12: OECD comparative information
• 7.13 Appendix 13: Information provided to law enforcement agencies 2009-10
• 7.14 Appendix 14: Non-salary benefits and salary packaging for employees
• 7.15 Appendix 15: ATO survey results
• 7.16 Appendix 16: Agency resource statement and resources for Outcome 1
• 7.17 Appendix 17: Corrections
• 7.18 Appendix 18: Australian Taxation Office financial statements
• 7.19 Appendix 19: Australian Valuation Office financial statements