Show download pdf controls
  • Current year performance

    Information on our service commitments performance to date is published monthly.

    We use red, amber and green symbols to indicate how we performed in the given period.

    Key

    Status

    Green circle. Met or exceeded target.

    Met or exceeded target

    Amber circle. Marginally failed target by less than two percentage points.

    Marginally failed target by less than two percentage points

    Red circle. Failed target by two or more percentage points.

    Failed target by two or more percentage points

    Note: Figures are rounded to the nearest whole number.

    Performance against our service commitments

    Table 1: Performance against commitments

    Assessment indicator

    Performance measure

    Result

    Current as at

    Status

    1. Respond to enquiries within timeframes

    80% of general calls answered within 5 minutes during Tax Time (July to October)

    A total of 2,516,258 calls were answered, 133,816 abandoned (5% of calls offered) and 56,292 calls were blocked (see note 1)

    87%

    Year to date as at 31 October 2018

    Green circle. Met or exceeded target.

    2. Respond to enquiries within timeframes

    General calls answered within 5 minutes

    A total of 5,976,969 calls were answered, 384,648 abandoned (6% of calls offered) and 372,270 calls were blocked

    81%

    Year to date as at 30 June 2019

    Not applicable (see note 2)

    3. Respond to enquiries within timeframes

    90% of tax practitioner calls answered within 2 minutes during Tax Time (July to October)

    A total of 522,973 calls were answered, 9,687 abandoned (2% of calls offered) and zero calls were blocked

    92%

    Year to date as at 31 October 2018

    Green circle. Met or exceeded target.

    4. Respond to enquiries within timeframes

    Tax practitioner calls answered within 2 minutes

    A total of 1,371,192 calls were answered, 27,150 abandoned (2% of calls offered) and zero calls were blocked

    91%

    Year to date as at 30 June 2019

    Not applicable (see note 2)

    5. Respond to enquiries within timeframes

    90% of electronic taxpayer requests are finalised in 15 business days

    92%

    Year to date as at 30 June 2019

     Green circle. Met or exceeded target.

    6. Respond to enquiries within timeframes

    80% of private rulings are finalised in 28 calendar days of receiving all necessary information

    88%

    Year to date as at 30 June 2019

     Green circle. Met or exceeded target.

    7. Respond to enquiries within timeframes

    60% of superannuation guarantee employee notification cases finalised within 4 months of creation

    51%

    Year to date as at 30 June 2019

     Red circle. Failed target by two or more percentage points.

    8. Respond to enquiries within timeframes

    90% of superannuation guarantee employee notification cases finalised within 9 months of creation

    99%

    Year to date as at 30 June 2019

     Green circle. Met or exceeded target.

    9. 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 30 June 2019

     Green circle. Met or exceeded target.

    10. Process lodgments within timeframes

    90% of electronic amendments are finalised in 20 business days (see note 3)

    96%

    Year to date as at 31 May 2019

     Green circle. Met or exceeded target.

    11. Process lodgments within timeframes

    80% of paper tax returns, activity statements and amendments finalised in 50 business days (see note 4)

    97%

    Year to date as at 30 April 2019

     Green circle. Met or exceeded target.

    12. Process lodgments within timeframes

    93% of Australian residents' ABR registrations are finalised in 20 business days (see note 5)

    99%

    Year to date as at 30 April 2019

     Green circle. Met or exceeded target.

    13. Process lodgments within timeframes

    93% of electronic Commissioner of Taxation registrations are finalised in 20 business days (see note 6)

    96%

    Year to date as at 31 May 2019

     Green circle. Met or exceeded target.

    14. Resolve my complaint within timeframes

    85% of complaints are resolved within 15 business days, or within the date negotiated with the client (see note 7)

    88%

    Year to date as at 30 April 2019

     Green circle. Met or exceeded target.

    15. 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

    100% against a target of 100%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    16. 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

    93% against a target of 80%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    17. The ATO lets me know of status or delays

    99% of superannuation guarantee employee notifications commenced within 28 days of receipt

    100%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    Notes:

    1. 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.
    2. Service commitment applies for Tax Time (July to October) only
    3. Results for June 2019 will be reported once the 20 business days timeframe has elapsed.
    4. Results for May 2019 will be reported once the 50 business days timeframe has elapsed.
    5. Results for May 2019 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.
    6. Results for June 2019 will be reported once the 20 business days timeframe has elapsed.
    7. Results for May 2019 will be reported once the data is available.
    Last modified: 29 Jul 2019QC 33671