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  • Service commitments

    Our service commitments have been designed to assure the ATO and the community that the services we provide are of a consistent and high standard. Many of our commitments have targets that are meaningful to our clients and challenge us to deliver the best possible service.

    We regularly report on our service commitments. These are available at ato.gov.au.

    We met our targets, where applicable, for all service commitments in place at 30 June 2017.

    The 2015–16 results reflect survey outcomes for part of that financial year, whereas the 2016–17 results reflect survey outcomes for the full financial year.

    TABLE 5.10 Commitments to service performance, 2015–16 and 2016–17
      Target
    %
    2015–16 Achieved   2016–17 Achieved  
    % Indicator % Indicator
    Helpful and accurate
    People surveyed agreed that the ATO provides information that can be:
    • relied on
     
    na 78 na 73 na
    • understood
     
    na 78 na 76 na
    People surveyed agreed that the ATO provides information sufficient to meet their needs na 79 na 77 na
    Quality performance measures have been met 90 93 tick   94 tick  
    Easy to deal with  
    People surveyed agreed that the ATO makes it easy to access services and information na 78 na 75 na
    People surveyed agreed that the ATO was easy to do business with na 72 na 70 na
    Timely
    People surveyed agreed that the time taken was acceptable na 78 na 76 na
    General calls – includes 6,619,644 calls answered; 220,135 (3%) of calls abandoned; and 170,258 calls blocked in 2016–17 answered within 5 minutes na 91 na 90 na
    General calls over the tax time period, as at 31 October 2016(a) – includes 3% of calls abandoned answered within 5 minutes 90 93 tick   92 tick  
    Tax practitioner calls – includes 1,421,011 calls answered; 27,411 (2%) of calls abandoned; and 0 calls blocked in 2016–17 answered within 2 minutes 90 95 tick   91 tick  
    Electronic taxpayer requests(b)   finalised in 15 business days 90 93 tick   92 tick  
    Private rulings finalised in 28 calendar days of receiving all necessary information 80 91 tick   85 tick  
    Superannuation guarantee employee notifications finalised within 4 months 50 76 tick   66 tick  
    Superannuation guarantee employee notifications finalised within 12 months 90 100 tick   100 tick  
    Individual and non-individual electronic tax returns(c)   finalised in 12 business days 94 98 tick   99 tick  
    Electronic activity statements finalised in 12 business days 94 100 tick   100 tick  
    Electronic amendments finalised in 20 business days 90 94 tick   100 tick  
    Individual and non-individual paper tax returns finalised in 50 business days 80 84 tick   88 tick  
    Paper activity statements finalised in 50 business days 80 99 tick   100 tick  
    Paper amendments finalised in 50 business days 80 88 tick   92 tick  
    Australian residents' ABR registrations finalised in 20 business days 93 98 tick   99 tick  
    Electronic Commissioner of Taxation registrations finalised in 20 business days 93 97 tick   98 tick  
    Complaints received(b)   resolved in 15 business days or within the date negotiated with the client 85 87 tick   93 tick  
    Keep me informed
    People surveyed agreed that the ATO informs them of what they need to do na 83 na 80 na
    People surveyed agreed that the ATO lets them know of status or delays na 55 na 56 na
    Electronic tax returns inform if unable to finalise within 30 calendar days of receipt 100 100 tick   100 tick  
    Private rulings contact within 14 calendar days if request will take more than 28 calendar days to resolve 80 89 tick   89 tick  
    Superannuation guarantee employee notifications notification commenced within 28 days of receipt 99 99 tick   100 tick  
    Professional  
    People surveyed agreed that the ATO is respectful and courteous na 91 na 89 na
    People surveyed agreed that the ATO is knowledgable in dealing with me na 77 na 73 na
    Quality performance measures, including professionalism, have been met 90 92 tick   94 tick  

    tick= met na = not applicable – = survey-based performance measure; results are not calculated on a year-to-date basis and do not have a target.

    Notes:
    (a) A target only applies over the tax time period (July–October) for this performance measure.
    (b) Previously reported as resolved in 15 business days.
    (c) Target applies to current-year tax returns only.

      Last modified: 30 Oct 2017QC 53749