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  • Current year commitments to service

    When we say commitments to service, we mean the level of service you can expect when dealing with us under normal circumstances.

    2020-21 Service commitments

    Assessment indicators

    Performance measures

    Respond to enquiries within timeframes

    • 80% of inbound general calls answered within 5 minutes during Tax Time (July to October)
    • Average wait time for inbound general calls of less than 10 minutes*
    • 90% of inbound tax practitioner calls answered within 2 minutes during Tax Time (July to October)
    • 90% of electronic taxpayer requests finalised in 15 business days
    • 80% of private rulings finalised in 28 calendar days of receiving all necessary information
    • 60% of superannuation guarantee employee notification cases finalised within 4 months of creation
    • 90% of superannuation guarantee employee notification cases finalised within 9 months of creation

     

    Process my lodgments within timeframes

    • 94% of electronic tax returns and activity statements finalised in 12 business days – applies to current year tax returns only
    • 90% of electronic amendments finalised in 20 business days
    • 80% of paper tax returns, activity statements and amendments finalised in 50 business days
    • 93% of Australian residents' ABR registrations finalised in 20 business days
    • 93% of electronic Commissioner of Taxation registrations finalised in 20 business days

     

    Resolve my complaint within timeframes

    • 85% of complaints resolved within 15 business days, or within the date negotiated with the client

     

    The ATO lets me know of status or delays

    • If we are unable to finalise your individual electronic tax return within 30 calendar days of receipt we will inform you (target 100%)
    • 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 (target 80%)
    • 99% of superannuation guarantee employee notifications commenced within 28 days of receipt

     

    *For 2020-21, we are trialling an alternate service commitment as an indicator of client experience. We are committed to providing a level of service that best supports the community and ensures access to our network.

    See also:

    Last modified: 16 Jul 2020QC 33670