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  • Service commitments 2017–18

    Information on our 2017–18 service commitments performance, as at 30 June 2018:

    Key

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

    Green circle. Met or exceeded target.

    Met or exceeded target.

    Yellow 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.

    Performance against our service commitments

    Helpful and accurate

    Assessment indicators

    1. The ATO helps me by giving me accurate information that I can rely on and understand

    2. Information provided by the ATO is sufficient to meet my needs

    Indicator

    Performance measure

    Result

    Current as at:

    Status

    1

    People surveyed agreed that the ATO provides information that can be relied on* and understood**

    76%*

    77%**

    Year to date as at 30 June 2018

    Not applicable

    2

    People surveyed agreed that the ATO provides information sufficient to meet their needs

    75%

    Year to date as at 30 June 2018

    Not applicable

    Easy to deal with

    Assessment indicators

    3. The ATO makes it easy for me to access the services and information I need

    4. It was easy to do business with the ATO

    Indicator

    Performance measure

    Result

    Current as at:

    Status

    3

    People surveyed agreed that the ATO makes it easy to access services and information

    72%

    Year to date as at 30 June 2018

    Not applicable

    4

    People surveyed agreed that the ATO was easy to do business with

    70%

    Year to date as at 30 June 2018

    Not applicable

    Timely

    Assessment indicators

    5. The time taken in my dealings with the ATO was acceptable to me

    6. Respond to enquiries within timeframes

    7. Process lodgments within timeframes

    8. Resolve my complaint within timeframes

    Indicator

    Performance measure

    Result

    Current as at:

    Status

    5

    People surveyed agreed that the time taken was acceptable

    72%

    Year to date as at 30 June 2018

    Not applicable

    6

    General calls answered within 5 minutes - includes a total of 6,321,331 calls answered, 383,608 (6%) of calls abandoned, and 538,377 calls blocked

    81%

    Year to date as at 30 June 2018

    Not applicable

    6

    General calls answered within 5 minutes during our peak period of July to October. Includes a total of 6% of calls abandoned

    83%

    Year to date as at 31 October 2017

    Green circle. Met or exceeded target.

    6

    90% of tax practitioner calls answered within 2 minutes - Includes a total of 1,456,044 calls answered, 30,145 (2%) of calls abandoned, and 0 calls blocked

    91%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    6

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

    92%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    6

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

    88%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    6

    60% of superannuation guarantee employee notifications finalised by review or audit within 4 months of creation

    68%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    6

    90% of superannuation guarantee employee notifications finalised by review or audit within 9 months of creation

    99%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    7

    94% of individual and non-individual electronic tax returns are finalised in 12 business days – applies to current year returns only

    99%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    7

    94% of electronic activity statements are finalised in 12 business days

    100%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    7

    90% of electronic amendments are finalised in 20 business days

    97%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    7

    80% of individual and non-individual paper tax returns are finalised in 50 business days

    84%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    7

    80% of paper activity statements are finalised in 50 business days

    100%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    7

    80% of paper amendments are finalised in 50 business days

    88%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    7

    93% of Australian residents ABR registrations are finalised in 20 business days

    99%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    7

    93% of electronic Commissioner of Taxation registrations are finalised in 20 business days

    94%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    8

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

    90%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    Keep me informed

    Assessment indicators

    9. The ATO informs me of what I need to do

    10. The ATO lets me know of status or delays

    Indicator

    Performance measure

    Result

    Current as at:

    Status

    9

    People surveyed agreed that the ATO informs them of what they need to do

    82%

    Year to date as at 30 June 2018

    Not applicable

    10

    People surveyed agreed that the ATO lets them know of status or delays

    60%

    Year to date as at 30 June 2018

    Not applicable

    10

    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 2018

    Green circle. Met or exceeded target.

    10

    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

    92% against a target of 80%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    10

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

    100%

    Year to date as at 30 June 2018

    Green circle. Met or exceeded target.

    Professional

    Assessment indicators

    11. The ATO treats me respectfully and courteously

    12. The ATO is knowledgeable in its dealings with me

     

    Performance measure

    Result

    Current as at:

    Status

    11

    People surveyed agreed that the ATO is respectful and courteous

    91%

    Year to date as at 30 June 2018

    Not applicable

    12

    People surveyed agreed that the ATO is knowledgeable in dealing with me

    77%

    Year to date as at 30 June 2018

    Not applicable

    Last modified: 18 Sep 2018QC 56799