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    Service commitments 2013-14

    Information on our 2013–14 service commitments performance, as at 30 June 2014:

    Key

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

    met

    Met or exceeded target

    Marginally failed target by less than two percentage points

    Marginally failed target by less than two percentage points

    Failed target by two or more percentage points

    Failed target by two or more percentage points

    Helpful and accurate

    Assessment indicators

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

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

    3. ATO products and services are quality assessed

    Indicator

    Performance measure

    Result

    Current as at:

    Status

    1

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

    76%*

    79%**

    June 2014

    Not applicable

    2

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

    77%

    June 2014

    Not applicable

    3

    Quality performance measures have been met

    Not yet implemented

    Easy to deal with

    Assessment indicators

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

    5. It was easy to do business with the ATO

    Indicator

    Performance measure

    Result

    Current as at:

    Status

    4

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

    72%*

    73%**

    June 2014

    Not applicable

    5

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

    Not yet implemented

    Timely

    Assessment indicators

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

    7. Respond to enquiries within timeframes

    8. Process lodgments within timeframes

    9. Resolve my complaint within timeframes

    Indicator

    Performance measure

    Result

    Current as at:

    Status

    6

    People surveyed agreed that the time taken was acceptable

    71%

    June 2014

    Not applicable

    7

    General calls answered within 5 minutes

    * Includes a total of 597,330 calls answered, 59,598 (10%) of calls abandoned and 3,720 calls blocked1 

    ** Includes a total of 7,209,681 calls answered, 580,108 (8%) of calls abandoned, and 623,881 calls blocked

    79%*

    For the month of June 2014

    Not applicable

    79%**

    Year to date as at 30 June 2014

    Not applicable

    7

    General calls answered within 5 minutes during our peak period of July to October

    Includes a total of 7% of calls abandoned

    82%

    Year to date as at 31 October 2013

    Met or exceeded target

    7

    90% of tax practitioner calls answered within 2 minutes

    ^ Includes a total of 113,295 calls answered, 3,833 (3%) of calls abandoned, and 0 calls blocked

    ^^ Includes a total of 1,366,919 calls answered, 27,558 (2%) of calls abandoned, and 0 calls blocked

    92%^

    For the month of June 2014

    Met or exceeded target

    92%^^

    Year to date as at 30 June 2014

    Met or exceeded target

    7

    85% of taxpayer requests are finalised in 28 calendar days

    89%

    For the month of June 2014

    Met or exceeded target

    88%

    Year to date as at 30 June 2014

    Met or exceeded target

    7

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

    96%

    For the month of June 2014

    Met or exceeded target

    94%

    Year to date as at 30 June 2014

    Met or exceeded target

    7

    70% of objections are finalised in 56 calendar days of receiving all necessary information

    94%

    For the month of June 2014

    Met or exceeded target

    91%

    Year to date as at 30 June 2014

    Met or exceeded target

    7

    50% of superannuation guarantee employee notifications finalised by review or audit within 4 months of commencement

    73%

    For the month of June 2014

    Met or exceeded target

    71%

    Year to date as at 30 June 2014

    Met or exceeded target

    7

    90% of superannuation guarantee employee notifications finalised by review or audit within 12 months of commencement

    100%

    For the month of June 2014

    Met or exceeded target

    100%

    Year to date as at 30 June 2014

    Met or exceeded target

    8

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

    98%

    For the month of June 2014

    Met or exceeded target

    98%

    Year to date as at 30 June 2014

    Met or exceeded target

    8

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

    100%

    For the month of June 2014

    Met or exceeded target

    100%

    Year to date as at 30 June 2014

    Met or exceeded target

    8

    90% of electronic amendments are finalised in 20 business days

    98%

    For the month of June 2014

    Met or exceeded target

    97%

    Year to date as at 30 June 2014

    Met or exceeded target

    8

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

    97%

    For the month of June 2014

    Met or exceeded target

    93%

    Year to date as at 30 June 2014

    Met or exceeded target

    8

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

    100%

    For the month of June 2014

    Met or exceeded target

    100%

    Year to date as at 30 June 2014

    Met or exceeded target

    8

    80% of paper amendments are finalised in 50 business days

    98%

    For the month of June 2014

    Met or exceeded target

    90%

    Year to date as at 30 June 2014

    Met or exceeded target

    8

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

    100%

    For the month of June 2014

    Met or exceeded target

    99%

    Year to date as at 30 June 2014

    Met or exceeded target

    8

    93% of Commissioner of Taxation registrations are finalised in 28 calendar days

    99%

    For the month of June 2014

    Met or exceeded target

    96%

    Year to date as at 30 June 2014

    Met or exceeded target

    9

    85% of complaints received are resolved in 15 business days

    94%

    For the month of June 2014

    Met or exceeded target

    94%

    Year to date as at 30 June 2014

    Met or exceeded target

    Keep me informed

    Assessment indicators

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

    11. The ATO lets me know of status or delays

    Indicator

    Performance measure

    Result

    Current as at:

    Status

    10

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

    80%

    June 2014

    Not applicable

    11

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

    57%

    June 2014

    Not applicable

    11

    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 June 2014

    Met or exceeded target

    100% against a target of 100%

    Year to date as at 30 June 2014

    Met or exceeded target

    11

    If we are unable to finalise your Australian residents’ ABR registration within 30 calendar days of receipt, we will inform you

    Not yet implemented

    11

    Objections – if we find that the request raises particularly complex matters that will take more than 56 calendar days to resolve after receiving all the required information, we will aim to contact you within 14 calendar days to negotiate an extended reply

    92% against a target of 80%

    For the month of June 2014

    Met or exceeded target

    89% against a target of 80%

    Year to date as at 30 June 2014

    Met or exceeded target

    11

    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

    88% against a target of 80%

    For the month of June 2014

    Met or exceeded target

    87% against a target of 80%

    Year to date as at 30 June 2014

    Met or exceeded target

    11

    General calls – if we expect you will wait greater than 2 minutes for your call to be answered, we will provide you with an estimate of this wait time

    Not yet implemented

    11

    Audits – if you are reviewed or audited, we will aim to notify you of the outcome within 7 calendar days of making our decision

    99% against a target of 99%

    Year to date as at 30 June 2014

    Met or exceeded target

    11

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

    100%

    For the month of June 2014

    Met or exceeded target

    100%

    Year to date as at 30 June 2014

    Met or exceeded target

    Professional

    Assessment indicators

    12. The ATO treats me respectfully and courteously

    13. The ATO is knowledgeable in its dealings with me

    14. The ATO listens to my feedback

    15. ATO professionalism is quality assessed

     

    Performance measure

    Result

    Current as at:

    Status

    12

    People surveyed agreed that the ATO is respectful and courteous

    87%

    June 2014

    Not applicable

    13

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

    80%

    June 2014

    Not applicable

    14

    People surveyed agree that the ATO listens to and responds to feedback

    53%

    June 2014

    Not applicable

    15

    Quality performance measures, including professionalism, have been met

    Not yet implemented

    Performance against our service standards

    Service standard

    Standard

    2013–14 benchmark%

    Monthly performance%

    (at 30 June 2014)

    Monthly indicator%

    YTD performance%

    YTD rating%

    Enquiries

    Visit general enquiry service>

    10–15 mins

    90

    98

    Met or exceeded target

    97

    Met or exceeded target

    Complaints

    Complaints – initial contact>

    3 business days

    85

    92

    Met or exceeded target

    94

    Met or exceeded target

    >Due to cease reporting 30 June 2014.

    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. Call blocking:
    - includes a ‘high demand’ message and encourages clients to use our website and self-help services or to call back at another time
    - is generally used on an intermittent basis at a partial blocking rate (eg 10% of calls to a particular queue)
    - is never used on the Tax Practitioner queue
    - has an incidental impact on service commitment outcomes.
      Last modified: 16 Mar 2015QC 42793