• Current year commitments to service

    When we say commitments to service, we mean the level of service you can expect when dealing with us under normal circumstances.

    2016–17 Service commitments

    When we say service commitments, we mean the five key elements you wanted us to focus on because they were important to you:

    Helpful and accurate

    Assessment indicators

    Performance measures

    The ATO helps me by giving me accurate information that I can rely on and understand.

    People surveyed agreed that the ATO provides information that can be relied on and understood.

    Information provided by the ATO is sufficient to meet my needs.

    People surveyed agreed that the ATO provides information sufficient to meet their needs.

    ATO products and services are quality assessed.

    90% of quality performance measures have been met.

    Easy to deal with

    Assessment indicators

    Performance measures

    The ATO makes it easy for me to access the services and information I need.

    People surveyed agreed that the ATO makes it easy to access services and information.

    It was easy to do business with the ATO.

    People surveyed agreed that the ATO was easy to do business with.

    Timely

    Assessment indicators

    Performance measures

    The time taken in my dealings with the ATO is acceptable to me.

    People surveyed agreed that the time taken was acceptable.

    Respond to enquiries within timeframes.

    • 90% of general calls answered within 5 minutes during our peak period of July to October.
    • 90% of tax practitioner calls answered within 2 minutes.
    • 90% of electronic taxpayer requests are finalised in 15 business days.
    • 80% of private rulings are finalised in 28 calendar days of receiving all necessary information.
    • 50% of superannuation guarantee employee notifications finalised by review or audit within 4 months of commencement.
    • 90% of superannuation guarantee employee notifications finalised by review or audit within 12 months of commencement.

     

    Process my lodgments within timeframes.

    • 94% of individual and non-individual electronic tax returns are finalised in 12 business days (applies to current year tax returns only).
    • 94% of electronic activity statements are finalised in 12 business days.
    • 90% of electronic amendments are finalised in 20 business days.
    • 80% of individual and non-individual paper tax returns are finalised in 50 business days.
    • 80% of paper activity statements are finalised in 50 business days.
    • 80% of paper amendments are finalised in 50 business days.
    • 93% of Australian residents' ABR registrations are finalised in 20 business days.
    • 93% of electronic Commissioner of Taxation registrations are finalised in 20 business days.

     

    Resolve my complaint within timeframes.

    85% of complaints are resolved within 15 business days, or within the date negotiated with the client.

    Keep me informed

    Assessment indicators

    Performance measures

    The ATO informs me of what I need to do.

    People surveyed agreed that the ATO informs them of what they need to do.

    The ATO lets me know of status or delays.

    • People surveyed agreed that the ATO lets them know of status or delays.
    • If we are unable to finalise your individual electronic tax return within 30 calendar days of receipt we will inform you.
    • Private rulings – if we find that your request raises particularly complex matters that will take more than 28 calendar days to resolve after receiving all the necessary information, we will aim to contact you within 14 calendar days to negotiate a due date.
    • 99% of superannuation guarantee employee notifications commenced within 28 days of receipt.

     

    Professional

    Assessment indicators

    Performance measures

    The ATO treats me respectfully and courteously.

    People surveyed agreed that the ATO is respectful and courteous.

    The ATO is knowledgeable in its dealings with me.

    People surveyed agreed that the ATO is knowledgeable in dealing with them.

    ATO professionalism is quality assessed.

    90% of quality performance measures, including professionalism, have been met.

    See also:

    Last modified: 12 Oct 2016QC 33670