Please note:
Monthly updates to our service commitments performance are unable to be published until December 2023 due to the transition of the ATO website to a new platform.
We apologise for any inconvenience caused. During this period, if you wish to obtain updates to the performance against any of our service commitments, please contact us at ATOEffectiveness@ato.gov.au.
Key |
Status |
|---|---|
Met or exceeded target |
|
Marginally failed target by 2 percentage points or less; or for inbound general calls, average wait time of 10 minutes to 15 minutes |
|
Failed target by more than 2 percentage points; or for inbound general calls, average wait time greater than 15 minutes |
Note: Figures are rounded to the nearest whole number.
Performance against our service commitments
Assessment indicator |
Performance measure |
Result |
Current as at |
Status |
|---|---|---|---|---|
1. Respond to enquiries within timeframes |
Average wait time for inbound general calls of less than 10 minutes |
10 minutes 45 seconds |
Year to date as at 31 May 2023 |
|
2. Respond to enquiries within timeframes |
90% of tax practitioner calls answered within 2 minutes during Tax Time (July to October)
A total of 468,630 calls were answered, 10,634 abandoned (2% of calls offered) and zero calls were blocked (see note 1) |
90% |
Year to date as at 31 October 2022 |
|
2. Respond to enquiries within timeframes |
90% of tax practitioner calls answered within 2 minutes A total of 1,181,988 calls were answered, 31,841 abandoned (3% of calls offered) and zero calls were blocked (see note 1) |
83% |
Year to date as at 31 May 2023 |
Not applicable (see note 2) |
3. Respond to enquiries within timeframes |
90% of electronic taxpayer requests are finalised in 15 business days |
89% |
Year to date as at 31 May 2023 |
|
4. Respond to enquiries within timeframes |
80% of private rulings are finalised in 28 calendar days of receiving all necessary information |
86% |
Year to date as at 31 May 2023 |
|
5. Respond to enquiries within timeframes |
60% of superannuation guarantee employee notification cases finalised within 4 months of creation |
76% |
Year to date as at 31 May 2023 |
|
6. Respond to enquiries within timeframes |
90% of superannuation guarantee employee notification cases finalised within 9 months of creation |
100% |
Year to date as at 31 May 2023 |
|
7. Process lodgments within timeframes |
94% of electronic tax returns and activity statements finalised in 12 business days – applies to current year returns only |
99% |
Year to date as at 31 May 2023 |
|
8. Process lodgments within timeframes |
90% of electronic amendments are finalised in 20 business days (see note 3) |
96% |
Year to date as at 30 April 2023 |
|
9. Process lodgments within timeframes |
80% of paper tax returns, activity statements and amendments finalised in 50 business days (see note 4) |
92% |
Year to date as at 31 March 2023 |
|
10. Process lodgments within timeframes |
93% of Australian residents' ABR registrations are finalised in 20 business days (see note 5) |
98% |
Year to date as at 31 March 2023 |
|
11. Process lodgments within timeframes |
93% of electronic Commissioner of Taxation registrations are finalised in 20 business days (see note 6) |
97% |
Year to date as at 30 April 2023 |
|
12. Resolve my complaint within timeframes |
85% of complaints are resolved within 15 business days, or within the date negotiated with the client |
91% (see note 7) |
Year to date as at 31 May 2023 |
|
13. 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 |
88% against a target of 80% |
Year to date as at 31 May 2023 |
Notes
- The ATO ‘blocks’ calls from entering the ATO environment when inbound calls are expected to significantly exceed our capacity. This minimises the risk of clients queuing for excessively long periods of time, and then subsequently abandoning the call without receiving service.
- Service commitment for inbound tax practitioner calls applies to tax time (July to October) only.
- Results for May 2023 will be reported once the 20 business days timeframe has elapsed.
- Results for April 2023 will be reported once the 50 business days timeframe has elapsed.
- Results for April 2023 will be reported once 40 business days have elapsed. This incorporates 20 business days of the commitment timeframe, plus a further 20 business days to allow for receipt of any further necessary information from the client.
- Results for May 2023 will be reported once the 20 business days timeframe has elapsed.
- 64% of complaints resolved within 15 days regardless of additional time negotiated with the client.