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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 2018.

    In the following tables, the 2016–17 results reflect survey outcomes for part of that financial year, whereas the 2017–18 results reflect survey outcomes for the full financial year.

    TABLE 5.12 Commitments to service – Helpful and accurate, 2016–17 and 2017–18

    Service commitment

    Target
    %

    2016–17
    Achieved

    2017–18
    Achieved

    %

    Indicator

    %

    Indicator

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

    na

    73

    na

    76

    na

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

    na

    76

    na

    77

    na

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

    na

    77

    na

    75

    na

    TABLE 5.13 Commitments to service – Easy to deal with, 2016–17 and 2017–18

    Service commitment

    Target
    %

    2016–17
    Achieved

    2017–18
    Achieved

    %

    Indicator

    %

    Indicator

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

    na

    75

    na

    72

    na

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

    na

    70

    na

    70

    na

    The following symbol is used in table 5.14:

    Met or exceeded target Met or exceeded target

    TABLE 5.14 Commitments to service – Timely, 2016–17 and 2017–18

    Service commitment

    Time taken

    Target
    %

    2016–17
    Achieved

    2017–18
    Achieved

    %

    Indicator

    %

    Indicator

    People surveyed agreed that the time taken was acceptable

    _

    na

    76

    na

    72

    na

    General calls – includes 6,321,331 calls answered; 383,608 (6%) of calls abandoned; and 538,377 calls blocked in 2017–18

    answered within 5 minutes

    na

    90

    na

    81

    na

    General calls over the tax time period, as at 31 October 2017(a) – includes 6% of calls abandoned

    answered within 5 minutes

    80

    92

    Met or exceeded target

    83

    Met or exceeded target

    Tax practitioner calls – includes 1,456,044 calls answered; 30,145 (2%) of calls abandoned; and 0 calls blocked in 2017–18

    answered within 2 minutes

    90

    91

    Met or exceeded target

    91

    Met or exceeded target

    Electronic taxpayer requests

    finalised in 15 business days

    90

    92

    Met or exceeded target

    92

    Met or exceeded target

    Private rulings

    finalised in 28 calendar days of receiving all necessary information

    80

    85

    Met or exceeded target

    88

    Met or exceeded target

    Superannuation guarantee employee notifications

    finalised within 4 months

    60

    66

    Met or exceeded target

    68

    Met or exceeded target

    Superannuation guarantee employee notifications(b)

    finalised within 12 months

    90

    Met or exceeded target

    99

    Met or exceeded target

    Individual and non-individual electronic tax returns(c)

    finalised in 12 business days

    94

    99

    Met or exceeded target

    99

    Met or exceeded target

    Electronic activity statements

    finalised in 12 business days

    94

    100

    Met or exceeded target

    100

    Met or exceeded target

    Electronic amendments

    finalised in 20 business days

    90

    100

    Met or exceeded target

    97

    Met or exceeded target

    Individual and non-individual paper tax returns

    finalised in 50 business days

    80

    88

    Met or exceeded target

    84

    Met or exceeded target

    Paper activity statements

    finalised in 50 business days

    80

    100

    Met or exceeded target

    100

    Met or exceeded target

    Paper amendments

    finalised in 50 business days

    80

    92

    Met or exceeded target

    88

    Met or exceeded target

    Australian residents' ABR registrations

    finalised in 20 business days

    93

    99

    Met or exceeded target

    99

    Met or exceeded target

    Electronic Commissioner of Taxation registrations

    finalised in 20 business days

    93

    98

    Met or exceeded target

    94

    Met or exceeded target

    Complaints received

    resolved in 15 business days or within the date negotiated with the client

    85

    93

    Met or exceeded target

    90

    Met or exceeded target

    Notes:
    (a) A target only applies over the tax time period (July–October) for this performance measure.
    (b) The methodology for this measure changed from notifications finalised in 12 months to notifications finalised in 9 months for 2017–18 and results are not comparable with the previous year. The result for 2016–17 finalised in 12 months was 100%.
    (c) Target applies to current-year tax returns only.

     

    The following symbol is used in table 5.15:

    Met or exceeded target Met or exceeded target

    TABLE 5.15 Commitments to service – Keep me informed, 2016–17 and 2017–18

    Service commitment

    Time taken

    Target
    %

    2016–17
    Achieved

    2017–18
    Achieved

    %

    Indicator

    %

    Indicator

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

    _

    na

    80

    na

    82

    na

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

    _

    na

    56

    na

    60

    na

    Electronic tax returns

    inform if unable to finalise within 30 calendar days of receipt

    100

    100

    Met or exceeded target

    100

    Met or exceeded target

    Private rulings

    contact within 14 calendar days if request will take more than 28 calendar days to resolve

    80

    89

    Met or exceeded target

    92

    Met or exceeded target

    Superannuation guarantee employee notifications

    notification commenced within 28 days of receipt

    99

    100

    Met or exceeded target

    100

    Met or exceeded target

    TABLE 5.16 Commitments to service – Professional, 2016–17 and 2017–18

    Service commitment

    Target
    %

    2016–17
    Achieved

    2017–18
    Achieved

    %

    Indicator

    %

    Indicator

    People surveyed agreed that the ATO is respectful and courteous

    na

    89

    na

    91

    na

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

    na

    73

    na

    77

    na

      Last modified: 26 Oct 2018QC 57132