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  • Current year commitments to service

    The ATO's current year service commitments set out the level of service when dealing with us under normal circumstances.

    2023–24 Service commitments

    Assessment indicators

    Performance measures

    Respond to enquiries within timeframes

    • Average wait time for inbound general calls of less than 15 minutes
    • Under review – 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

    • 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%)


    During peak periods, we receive more calls than usual resulting in longer wait times. We apologise for this inconvenience and thank you for your patience.

    Our self-serve options save time. Many calls can be managed using ATO online including myTax, ATO app or our self-help phone services.

    Further information can be found in our ATO Charter.

    Last modified: 13 Jul 2023QC 33670