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  • Service commitments 2019-20

    Information on our 2019–20 service commitments performance, as at 30 June 2020:

    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 two percentage points or less.

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

    Failed target by more than two 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 3,224,202 general calls answered within 5 minutes during tax time (July to October) - a total of 3,016,461 calls were answered, 207,741 abandoned (6% of calls offered), and 485,348 blocked (see note 1)

    79%

    Year to date as at 31 October 2019

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

    1

    Percentage of 8,291,790 general calls answered within 5 minutes - a total of 7,589,343 calls were answered, 702,447 abandoned (8% of calls offered), and 831,393 blocked

    71%

    Year to date as at 30 June 2020

    Not applicable (see note 2)

    1

    90% of 563,964 tax practitioner calls answered within 2 minutes during tax time (July to October) - a total of 554,347 calls were answered, 9,617 abandoned (2% of calls offered), and zero blocked

    90%

    Year to date as at 31 October 2019

    Green circle. Met or exceeded target.

    1

    Percentage of 1,679,928 tax practitioner calls answered within 2 minutes - a total of 1,622,485 calls were answered, 57,443 abandoned (3% of calls offered), and 578 blocked

    76%

    Year to date as at 30 June 2020

    Not applicable (see note 2)

    1

    90% of electronic taxpayer requests finalised in 15 business days

    93%

    Year to date as at 30 June 2020

    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 2020

    Green circle. Met or exceeded target.

    1

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

    16%

    Year to date as at 30 June 2020

    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

    88%

    Year to date as at 30 June 2020

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

    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 2020

    Green circle. Met or exceeded target.

    2

    90% of electronic amendments finalised in 20 business days

    97%

    Year to date as at 30 June 2020

    Green circle. Met or exceeded target.

    2

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

    98%

    Year to date as at 30 June 2020

    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 2020

    Green circle. Met or exceeded target.

    2

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

    98%

    Year to date as at 30 June 2020

    Green circle. Met or exceeded target.

    3

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

    83%

    (see note 3)

    Year to date as at 30 June 2020

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

    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%

    100%

    Year to date as at 30 June 2020

    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 2020

    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 2020

    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. 73% of complaints resolved in 15 business days, regardless of additional time negotiated with the client.
    Last modified: 24 Sep 2020QC 63752