The Commissioner of Taxation - Annual Report 2002-2003

2.7 Minimising compliance costs

Minimising compliance costs, in particular the direct costs to the community of complying with the laws we administer, has been an integral part of our planning for over 10 years.

In view of the significant reforms to the revenue system over the last few years, we are taking the opportunity to once again review our approach to minimising compliance costs, particularly the way we deliver services to help the community meet their tax obligations.

We made significant improvements in the provision of service for both self-help and Tax Office-assisted approaches. Some initiatives include:

• adopting the Integrated Administrative Design methodology, which includes co-designing with our key stakeholders to ensure products balance system integrity with community expectations
• implementing a major research program, known as Listening to the Community. Information from this research has influenced the strategies and priorities for our easier, cheaper and more personalised sub-plan, and
• establishing a Cost of Compliance Steering Committee to identify the changes that have occurred in our operations and to review our current activities from the perspective of the impacts on the community.

As a result of these initiatives, we undertook the following key improvements.

Sections within 2.7 Minimising compliance costs

• Technology improvements
• Improved client contact points