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  • Current year performance

    Information on our service commitments performance to date is published monthly.

    We use red, amber and green symbols to indicate how we performed in the given period.

    KEY

    Status

     Green circle. Met or exceeded target.

    Met or exceeded target

     Amber symbol. Marginally failed target by less than two percentage points.

    Marginally failed target by less than two percentage points

     Red circle. Failed target by two or more percentage points.

    Failed target by two or more percentage points

    Note:

    • Some results are derived from surveys. These results will not change on a monthly basis. Figures are rounded to the nearest whole number.

    Performance against our service commitments

    Table 1: Helpful and accurate

    Assessment indicator

    Performance measure

    Result

    Current
    as at

    Status

    1. 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

    76%

    September 2017

    Not applicable

    People surveyed agreed that the ATO provides information that can be understood

    76%

    September 2017

    Not applicable

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

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

    75%

    September 2017

    Not applicable

    Table 2: Easy to deal with

    Assessment indicator

    Performance measure

    Result

    Current
    as at

    Status

    3. 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

    69%

    September 2017

    Not applicable

    4. It was easy to do business with the ATO

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

    68%

    September 2017

    Not applicable

    Table 3: Timely

    Assessment indicator

    Performance measure

    Result

    Current
    as at

    Status

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

    People surveyed agreed that the time taken was acceptable

    71%

    September 2017

    Not applicable

    6. Respond to enquiries within timeframes

    80% of general calls answered within 5 minutes

    A total of 613,580 calls were answered, 34,450 abandoned (6% of calls offered) and 67,457 calls were blocked (see note 1)

    82%

    For the month of October 2017

     Green circle. Met or exceeded target.

    80% of general calls answered within 5 minutes (year to date)

     

    A total of 2,729,840 calls were answered, 152,601 abandoned (6% of calls offered) and 184,853 calls were blocked (see note 1)

    83%

    Year to date as at 31 October 2017

     Green circle. Met or exceeded target.

    6. Respond to enquiries within timeframes

    90% of tax practitioner calls answered within 2 minutes

     

     A total of 130,513 calls were answered, 2,691 abandoned (2% of calls offered) and zero calls were blocked

    92%

    For the month of October 2017

    Green circle. Met or exceeded target.

    90% of tax practitioner calls answered within 2 minutes (year to date)

     

    A total of 536,746 calls were answered, 10,263 abandoned (2% of calls offered) and zero calls were blocked

    92%

    Year to date as at 31 October 2017

    Green circle. Met or exceeded target.

    6. Respond to enquiries within timeframes

    90% of electronic taxpayer requests are finalised in 15 business days

    93%

    For the month of September 2017

    Green circle. Met or exceeded target.

    90% of electronic taxpayer requests are finalised in 15 business days (year to date)

    92%

    Year to date as at 30 September 2017

    Green circle. Met or exceeded target.

    6. Respond to enquiries within timeframes

    80% of private rulings are finalised in 28 calendar days of receiving all necessary information

    89%

    For the month of October 2017

    Green circle. Met or exceeded target.

    80% of private rulings are finalised in 28 calendar days of receiving all necessary information (year to date)

    89%

    Year to date as at 31 October 2017

    Green circle. Met or exceeded target.

    6. Respond to enquiries within timeframes

    60% of superannuation guarantee employee notifications finalised by review or audit within 4 months of creation (see note 2)

    66%

    For the month of October 2017

    Green circle. Met or exceeded target.

    60% of superannuation guarantee employee notifications finalised by review or audit within 4 months of creation (year to date) (see note 2)

    56%

    Year to date as at 31 October 2017

    Red circle. Failed target by two or more percentage points.

    6. Respond to enquiries within timeframes

    90% of superannuation guarantee employee notifications finalised by review or audit within 9 months of creation (see note 2)

    99%

    For the month of October 2017

    Green circle. Met or exceeded target.

    90% of superannuation guarantee employee notifications finalised by review or audit within 9 months of creation (year to date) (see note 2)

    99%

    Year to date as at 31 October 2017

    Green circle. Met or exceeded target.

    7. Process lodgments within timeframes

    94% of individual and non-individual electronic tax returns are finalised in 12 business days – applies to current year returns only

    99%

    For the month of October 2017

    Green circle. Met or exceeded target.

    94% of individual and non-individual electronic tax returns are finalised in 12 business days – applies to current year returns only (year to date)

    99%

    Year to date as at 31 October 2017

    Green circle. Met or exceeded target.

    7. Process lodgments within timeframes

    94% of electronic activity statements are finalised in 12 business days

    99%

    For the month of October 2017

    Green circle. Met or exceeded target.

    94% of electronic activity statements are finalised in 12 business days (year to date)

    100%

    Year to date as at 31 October 2017

    Green circle. Met or exceeded target.

    7. Process lodgments within timeframes

    90% of electronic amendments are finalised in 20 business days

    97%

    For the month of September 2017

    Green circle. Met or exceeded target.

    90% of electronic amendments are finalised in 20 business days (year to date)

    96%

    Year to date as at 30 September 2017

    Green circle. Met or exceeded target.

    7. Process lodgments within timeframes

    80% of individual and non-individual paper tax returns are finalised in 50 business days

    86%

    For the month of August 2017

    Green circle. Met or exceeded target.

    80% of individual and non-individual paper tax returns are finalised in 50 business days (year to date)

    87%

    Year to date as at 31 August 2017

    Green circle. Met or exceeded target.

    7. Process lodgments within timeframes

    80% of paper activity statements are finalised in 50 business days

    100%

    For the month of August 2017

    Green circle. Met or exceeded target.

    80% of paper activity statements are finalised in 50 business days (year to date)

    100%

    Year to date as at 31 August 2017

    Green circle. Met or exceeded target.

    7. Process lodgments within timeframes

    80% of paper amendments are finalised in 50 business days

    89%

    For the month of August 2017

    Green circle. Met or exceeded target.

    80% of paper amendments are finalised in 50 business days (year to date)

    90%

    Year to date as at 31 August 2017

    Green circle. Met or exceeded target.

    7. Process lodgments within timeframes

    93% of Australian residents ABR registrations are finalised in 20 business days

    100%

    For the month of August 2017

    Green circle. Met or exceeded target.

    93% of Australian residents ABR registrations are finalised in 20 business days (year to date)

    100%

    Year to date as at 31 August 2017

    Green circle. Met or exceeded target.

    7. Process lodgments within timeframes

    93% of electronic Commissioner of Taxation registrations are finalised in 20 business days

    99%

    For the month of September 2017

    Green circle. Met or exceeded target.

    93% of electronic Commissioner of Taxation registrations are finalised in 20 business days (year to date)

    97%

    Year to date as at 30 September 2017

    Green circle. Met or exceeded target.

    8. Resolve my complaint within timeframes

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

    91%

    For the month of October 2017

    Green circle. Met or exceeded target.

    85% of complaints are resolved within 15 business days, or within the date negotiated with the client (year to date)

    93%

    Year to date as at 31 October 2017

    Green circle. Met or exceeded target.

    Notes

    1. The ATO ‘blocks’ calls from entering the ATO environment when inbound calls are expected to significantly exceed our capacity. This minimises the risk of clients queuing for excessively long periods of time, and then subsequently abandoning the call without receiving service.

    2. These service commitments targets have been revised from the previous year.

    Table 4: Keep me informed

    Assessment indicator

    Performance measure

    Result

    Current
    as at

    Status

    9. The ATO informs me of what I need to do

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

    82%

    September 2017

    Not applicable

    10. The ATO lets me know of status or delays

    People surveyed agreed that the ATO lets them know of status or delays

    57%

    September 2017

    Not applicable

    10. The ATO lets me 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

    100% against a target of 100%

    For the month of October 2017

    Green circle. Met or exceeded target.

    If we are unable to finalise your individual electronic tax return within 30 calendar days of receipt, we will inform you (year to date)

    100% against a target of 100%

    Year to date as at 31 October 2017

    Green circle. Met or exceeded target.

    10. The ATO lets me know of status or delays

    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

    91% against a target of 80%

    For the month of October 2017

    Green circle. Met or exceeded target.

    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 (year to date)

    90% against a target of 80%

    Year to date as at 31 October 2017

    Green circle. Met or exceeded target.

    10. The ATO lets me know of status or delays

    99% of superannuation guarantee employee notifications commenced within 28 days of receipt

    100%

    For the month of October 2017

    Green circle. Met or exceeded target.

    99% of superannuation guarantee employee notifications commenced within 28 days of receipt (year to date)

    100%

    Year to date as at 31 October 2017

    Green circle. Met or exceeded target.

    Table 5: Professional

    Assessment indicator

    Performance measure

    Result

    Current
    as at

    Status

    11. The ATO treats me respectfully and courteously

    People surveyed agreed that the ATO is respectful and courteous

    89%

    September 2017

    Not applicable

    12. The ATO is knowledgeable in its dealings with me

    People surveyed agreed that the ATO is knowledgeable in dealing with me

    75%

    September 2017

    Not applicable

    Last modified: 27 Nov 2017QC 33671