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  • Schedule C: Monitoring and review arrangements

    Schedule C of the GST Administration Performance Agreement deals with monitoring and review arrangements. It is designed to ensure appropriate alignment of ATO parliamentary reporting responsibilities and reporting responsibilities under the agreement.

    Client and community confidence

    Over 2019–20, we have continued our focus on building trust and community confidence. We have conducted regular research to measure the levels of confidence in the ATO felt by two groups:

    • the general community
    • clients who have recently interacted with us.

    The overall result for client and community confidence for 2019–20 was 66/100 (compared to 65/100 in 2018–19).

    The community confidence index was 66/100 in 2019–20 (compared to 65/100 in 2018–19), while the client confidence index stood at 66/100 in 2019–20 (compared to 64/100 in 2018–19). 

    Overall confidence in the ATO for 2019–20 was tracking on target through Q1 to Q3, with an average confidence score of 65/100. Continuity of this score between financial years reflects the ATO’s consistency in maintaining both client and community confidence.

    The confidence score increased in Q4 to 69/100, coinciding with the COVID-19 government response. This indicates increased confidence in the ATO’s ability to deliver COVID-19 stimulus packages, as well as maintain the current quality of the tax and superannuation systems.

    It is this increase in Q4 that has resulted in an overall confidence score of 66/100, which is slightly higher than the 2018–19 score of 65/100, and slightly above the target of 65/100.

    Note: To help interpret these results, a score of 50 indicates a neutral response, with higher results indicating a positive outcome and lower results representing fewer favourable views.


    In 2019–20 we received 135 complaints relating to GST, compared to 291 in 2018–19. GST-related complaints against ATO representatives also decreased, with only six received in 2019–20, down from 47 in 2018–19.

    Most complaints during the year were about:

    • timeliness in the release of BAS refunds
    • audit conduct and the outcomes
    • the time taken to release refunds on property settlement transactions.

    The decreased number of complaints can be attributed to:

    • the impact of COVID-19 and associated changes to the ATO’s work program in responding to the pandemic
    • new measures introduced in 2018–19 gaining maturity, such as the GST at Settlement and GST on Low Value Imported Goods.
      Last modified: 30 Aug 2021QC 64820