Service standards 2010-11

Tax Office service standards performance year to date (to 30 June 2011).

Service standard		Standard	2010-11 benchmark	Monthly performance (as at 30 June 2011)	Year to date performance (as at 30 June 2011)	Year to date Indicator
Registrations
Registrations - Commissioner of Taxation		28 days	93.0	98.2	96.2
Registrations - Australian Business Register		28 days	93.0	96.6	93.7
Lodgments
Electronic tax returns - individuals	14 days		94.0	87.8	82.7
Paper tax returns - individuals	42 days		80.0	90.0	94.0
Electronic tax returns - taxable non-individuals	14 days		92.0	97.6	93.0
Paper tax returns - taxable non-individuals	56 days		80.0	97.0	91.0
Electronic credit activity statements	14 days		92.0	96.5	98.0
Paper credit activity statements	14 days		85.0	93.6	97.7
Electronic debit activity statements	14 days		95.0	99.2	99.8
Paper debit activity statements	42 days		90.0	95.9	98.5
Refunds and payments
Refund of overpaid tax		28 days	90.0	96.8	88.9
Superannuation holding accounts special account payment requests		21 days	80.0	88.3	81.4
Excise fuel scheme claims		14 days	92.0	98.7	94.6
Enquiries
Automated email response		3 days	90.0	92.1	97.0
Inbound correspondence		28 days	85.0	90.2	90.1
Private written advice		28 days	80.0	90.3	87.9
Telephone general enquiries		5 mins	80.0	81.8	81.3
Tax practitioners' premium service telephone enquiries		2 mins	90.0	91.7	90.5
Visit general enquiry service		10/15 mins	90.0	95.1	93.1
Amendments and reviews
Electronic amendments		28 days	90.0	97.5	96.3
Paper amendments		56 days	75.0	92.0	88.0
Review of private written advice		28 days	85.0	95.7	90.3
Review other than to private written advice		56 days	70.0	85.4	79.5
Audits
Audits and reviews finalised advice		7 days	99.0	99.6	99.5
Errors
Clerical and administrative errors		21 days	70.0	Not available	Not available	Not available
Complaints
Complaints - initial contact		3 days	85.0	88.1	71.1
Complaints - resolution		21 days	85.0	92.6	78.2