Our service standards

Overview

From 01 July 2013, you will start to see more emphasis placed on our new commitments to service. The new commitments to service and associated indicators and performance measures will replace, over time, the existing service standards.

We have service standards in place to assure ourselves and the community that the services we provide are of a consistent and high standard.

Our service standards publicly state the level of performance you can expect when dealing with us under normal circumstances. We are committed to developing, monitoring and reporting on our service standards in areas of importance to taxpayers.

We set standards that are intended to be challenging, attainable with effort, affordable, and meaningful to taxpayers. In doing this, we consider both historical performance and the expectations of those who currently use our services.

For 2012-13, there are 21* service standards we report externally. There are others that help us to manage our business, but are not meaningful for taxpayers. The service standards are grouped into the following categories:

• registrations
• lodgments
• enquiries (including correspondence)
• amendments and objections
• audits
• complaints.

	Our performance results are current at the time of publishing, but are subject to change over time. Overall results may change to reflect progress of an item, and always have regard to when we received it, and the elapsed time for resolution. Any changes are generally less than 1% and do not materially change the overall performance. We report our final performance results in our annual report.
	We no longer offer the automated email response service. This service was not answering client queries effectively as we are unable to give information on personal taxpayer details as the email service is not secure. The related service standard no longer applies, the last recorded month of performance was September 2012 with 85% benchmark year-to-date.

For more information, see our current year service standards performance.