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  • Service commitments 2018–19

    Information on our 2018–19 service commitments performance, as at 30 June 2019:

    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

    Timely

    Assessment indicators

    1. Respond to enquiries within timeframes
    2. Process my lodgments within timeframes
    3. Resolve my complaint within timeframes
    Assessment indicators

    Indicator

    Performance measure

    Result

    Current as at:

    Status

    1

    80% of general calls answered within 5 minutes during Tax Time (July to October) - includes a total of 2,516,258 calls answered, 133,816 (5%) of calls abandoned, and 56,292 calls blocked (see note 1)

    87%

    Year to date as at 31 October 2018

    Green circle. Met or exceeded target.

    1

    General calls answered within 5 minutes - includes a total of 5,976,969 calls answered, 384,648 (6%) of calls abandoned, and 372,270 calls blocked

    81%

    Year to date as at 30 June 2019

    Not applicable (see note 2)

    1

    90% of tax practitioner calls answered within 2 minutes - includes a total of 522,973 calls answered, 9,687 (2%) of calls abandoned, and zero calls blocked

    92%

    Year to date as at 31 October 2018

    Green circle. Met or exceeded target.

    1

    Tax practitioner calls answered within 2 minutes - includes a total of 1,371,192 calls answered, 27,150 (2%) of calls abandoned, and zero calls blocked

    91%

    Year to date as at 30 June 2019

    Not applicable (see note 2)

    1

    90% of electronic taxpayer requests finalised in 15 business days

    92%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    1

    80% of private rulings 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.

    1

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

    51%

    Year to date as at 30 June 2019

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

    1

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

    99%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    2

    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.

    2

    90% of electronic amendments finalised in 20 business days

    96%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    2

    80% of paper tax returns, activity statements and amendments finalised in 50 business days

    97%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    2

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

    99%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    2

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

    96%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    3

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

    88%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    Keep me informed

    Assessment indicators

    1. The ATO lets me know of status or delays
    Assessment indicators

    Indicator

    Performance measure

    Result

    Current as at:

    Status

    4

    If we are unable to finalise your individual electronic tax return within 30 calendar days of receipt, we will inform you - target 100% (see note 3)

    100%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    4

    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%)

    93%

    Year to date as at 30 June 2019

    Green circle. Met or exceeded target.

    4

    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. Only successful notifications for tax agent clients are included.
    Last modified: 25 Sep 2019QC 60191