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    Service commitments 2015-16

    Information on our 2015-16 service commitments performance, as at 30 June 2016:

    Helpful and accurate

    Easy to deal with

    Timely

    Keep me informed

    Professional.

    Key:

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

    Green circle. Met or exceeded target.

    Met or exceeded target.

    Yellow circle. 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.

    Performance against our service commitments

    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**

    78%*

    78%**

    June 2016

    Not applicable

    2

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

    79%

    June 2016

    Not applicable

    3

    90% of quality performance measures have been met

    93%

    June 2016

    Green circle. Met or exceeded target.

    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

    78%

    June 2016

    Not applicable

    5

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

    72%

    June 2016

    Not applicable

    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

    78%

    June 2016

    Not applicable

    7

    General calls answered within 5 minutes

    * Includes a total of 556,095 calls answered, 19,477 (4%) of calls abandoned and 14,270 calls blockedFootnote1

    ** Includes a total of 7,288,254 calls answered, 229,890 (3%) of calls abandoned, and 191,576 calls blocked

    89%*

    For the month of June 2016

    Not applicable

    91%**

    Year to date as at 30 June 2016

    Not applicable

    7

    General calls answered within 5 minutes during our peak period of July to October. Includes a total of 3% of calls abandoned

    93%

    Year to date as at 31 October 2015

    Green circle. Met or exceeded target.

    7

    90% of tax practitioner calls answered within 2 minutes

    ^ Includes a total of 131,514 calls answered, 2,765 (2%) of calls abandoned, and 0 calls blocked

    ^^ Includes a total of 1,520,280 calls answered, 26,804 (2%) of calls abandoned, and 0 calls blocked

    91%^

    For the month of June 2016

    Green circle. Met or exceeded target.

    95%^^

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    7

    85% of electronic taxpayer requests are finalised in 20 business days

    88%

    For the month of June 2016

    Green circle. Met or exceeded target.

    93%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    7

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

    91%

    For the month of June 2016

    Green circle. Met or exceeded target.

    91%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    7

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

    92%

    For the month of June 2016

    Green circle. Met or exceeded target.

    77%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    7

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

    74%

    For the month of June 2016

    Green circle. Met or exceeded target.

    76%

    Year to date as at 30 June 2016

    Green circle. 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 2016

    Green circle. Met or exceeded target.

    100%

    Year to date as at 30 June 2016

    Green circle. 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 2016

    Green circle. Met or exceeded target.

    98%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    8

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

    100%

    For the month of June 2016

    Green circle. Met or exceeded target.

    100%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    8

    90% of electronic amendments are finalised in 20 business days

    96%

    For the month of June 2016

    Green circle. Met or exceeded target.

    94%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    8

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

    82%

    For the month of June 2016

    Green circle. Met or exceeded target.

    84%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    8

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

    100%

    For the month of June 2016

    Green circle. Met or exceeded target.

    99%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    8

    80% of paper amendments are finalised in 50 business days

    95%

    For the month of June 2016

    Green circle. Met or exceeded target.

    88%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    8

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

    99%

    For the month of June 2016

    Green circle. Met or exceeded target.

    98%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    8

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

    99%

    For the month of June 2016

    Green circle. Met or exceeded target.

    97%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    9

    85% of complaints received are resolved in 15 business days

    96%

    For the month of June 2016

    Green circle. Met or exceeded target.

    87%

    Year to date as at 30 June 2016

    Green circle. 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

    83%

    June 2016

    Not applicable

    11

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

    55%

    June 2016

    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 2016

    Green circle. Met or exceeded target.

    100% against a target of 100%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    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

    78% against a target of 80%

    For the month of June 2016

    Yellow circle. Marginally failed target by less than two percentage points.

    87% against a target of 80%

    Year to date as at 30 June 2016

    Green circle. 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

    96% against a target of 80%

    For the month of June 2016

    Green circle. Met or exceeded target.

    89% against a target of 80%

    Year to date as at 30 June 2016

    Green circle. Met or exceeded target.

    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 2016

    Green circle. Met or exceeded target.

    11

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

    99%

    For the month of June 2016

    Green circle. Met or exceeded target.

    99%

    Year to date as at 30 June 2016

    Green circle. 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

    91%

    June 2016

    Not applicable

    13

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

    77%

    June 2016

    Not applicable

    14

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

    54%

    June 2016

    Not applicable

    15

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

    92%

    June 2016

    Green circle. Met or exceeded target.

    Footnote 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.

    Return to footnote 1 referrer

      Last modified: 13 Sep 2016QC 50088