• Service standards

    We met all of our 21 service standards in place at the end of 2012–13, compared to 20 out of 22 last year. Our automated email response service standard was removed during the year, as the service was not effective in answering client queries because we could not provide personal information through this unsecure channel.

    From 1 July 2012, we reframed our service standard for individual electronic tax returns to process 94% of current-year returns within 12 business days (from 14 calendar days). Our performance for 2012–13 was 97%.

    Table 2.4 Our service standard performance, 2010–11 to 2012–13

     

    Benchmark

    2010–11

     

    2011–12

     

    2012–13

    Achieved %

    Indicator

     

    Achieved %(a)

    Indicator

     

    Achieved %

    Indicator

    Registrations

     

     

     

     

     

     

     

     

     

    Registrations – Commissioner of Taxation

    93% in 28 calendar days

    96.2

     

    97

     

    93

    Registrations – Australian Business Register

    93% in 28 calendar days

    93.7

     

    89

     

    94

    Lodgments

     

     

     

     

     

     

     

     

     

    Electronic tax returns – individuals (b)

    94% in 12 business days

    82.7

     

    91

     

    97

    Paper tax returns – individuals

    80% in 42 calendar days

    93.9

     

    86

     

    90

    Electronic tax returns – non-individuals (b)

    92% in 14 calendar days

    93.0

     

    92

     

    96

    Paper tax returns – non-individuals (c)

    80% in 56 calendar days

    91.0

     

    83

     

    83

    Electronic credit activity statements

    92% in 14 calendar days

    98.0

     

    98

     

    100

    Paper credit activity statements

    85% in 14 calendar days

    97.7

     

    97

     

    98

    Electronic debit activity statements

    95% in 14 calendar days

    99.8

    100

    100

    Paper debit activity statements

    90% in 42 calendar days

    98.5

     

    98

     

    99

    Enquiries

     

     

     

     

     

     

     

     

     

    Automated email response (d)

    90% in 3 calendar days

    97.0

     

    91

     

    na

    na

    Correspondence and other requests (d)

    85% in 28 calendar days

    na

    na

     

    89

     

    92

    Inbound correspondence (e)

    85% in 28 calendar days

    90.1

     

    na

    na

     

    na

    na

    Refund of overpaid tax (e)

    90% in 28 calendar days

    88.9

     

    na

    na

     

    na

    na

    Superannuation holding accounts special account payment requests (d)

    80% in 21 calendar days

    81.4

     

    na

    na

     

    na

    na

    Excise fuel scheme claims (e)

    92% in 14 calendar days

    94.6

     

    na

    na

     

    na

    na

    Private rulings (f)

    80% in 28 calendar days

    87.9

     

    90

     

    94

    Telephone general enquiries

    80% in 5 minutes

    81.3

     

    84

     

    81

    Tax practitioners premium service phone enquiries

    90% in 2 minutes

    90.5

     

    93

     

    91

    Visit general enquiry service

    90% in 10–15 minutes

    93.1

     

    95

     

    96

    Amendments and objections

    Electronic amendments (g)

    90% in 28 calendar days

    96.3

     

    94

     

    96

    Paper amendments (g)

    75% in 56 calendar days

    88.0

     

    78

     

    82

    Objections and reviews (h)

    70% in 56 calendar days

    na

    na

     

    77

     

    84

    Reviews of private written advice

    85% in 28 calendar days

    90.3

     

    na

    na

     

    na

    na

    Reviews other than of private written advice

    70% in 56 calendar days

    79.5

     

    na

    na

     

    na

    na

    Audits

    Audits and reviews finalised advice

    99% in 7 calendar days

    99.5

     

    100

     

    99

    Complaints

     

     

     

     

     

     

     

     

     

    Complaints – initial contact

    85% in 3 calendar days

    71.1

     

    93

     

    95

    Complaints – resolution

    85% in 21 days

    78.2

     

    96

     

    95

    = met, = not met, na= not applicable


    In 2012–13, we completed a major review of our service standards. From 1 July 2013, we will progressively transition to our new service commitments and there will be more emphasis placed on these. The coming year will be a transitional year as we move from service standards to our new commitments to service. We will progressively report results against these new performance measures and aim to have full reporting of all new measures by July 2014.

      Last modified: 26 May 2016QC 42678