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  • Service commitments 2020–21

    Information on our 2020–21 service commitments performance, as at 30 June 2021:

    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 3,209,633 inbound general calls answered within 5 minutes during tax time (July to October) - a total of 3,085,476 calls were answered, 124,157 abandoned (4% of calls offered), and 3,276 blocked (see note 1)

    84%

    Year to date as at 31 October 2020

    Green circle. Met or exceeded target.

    1

    Percentage of 6,665,658 inbound general calls answered within 5 minutes - a total of 5,939,672 calls were answered, 725,986 abandoned (11% of calls offered), and 48,378 blocked

    61%

    Year to date as at 30 June 2021

    Not applicable (see note 2)

    1

    Average wait time for inbound general calls of less than 10 minutes

    6 minutes 4 seconds

    Year to date as at 30 June 2021

    Green circle. Met or exceeded target.

    1

    90% of 662,080 inbound tax practitioner calls answered within 2 minutes during tax time (July to October) - a total of 648,949 calls were answered, 13,131 abandoned (2% of calls offered), and zero blocked

    92%

    Year to date as at 31 October 2020

    Green circle. Met or exceeded target.

    1

    Percentage of 1,529,979 inbound tax practitioner calls answered within 2 minutes - a total of 1,500,608 calls were answered, 29,371 abandoned (2% of calls offered), and zero blocked

    91%

    Year to date as at 30 June 2021

    Not applicable (see note 2)

    1

    90% of electronic taxpayer requests finalised in 15 business days

    92%

    Year to date as at 30 June 2021

    Green circle. Met or exceeded target.

    1

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

    81%

    Year to date as at 30 June 2021

    Green circle. Met or exceeded target.

    1

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

    7%

    Year to date as at 30 June 2021

    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

    37%

    Year to date as at 30 June 2021

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

    2

    94% of electronic tax returns and activity statements finalised in 12 business days - applies to current year returns only

    100%

    Year to date as at 30 June 2021

    Green circle. Met or exceeded target.

    2

    90% of electronic amendments finalised in 20 business days

    95%

    Year to date as at 30 June 2021

    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 2021

    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 2021

    Green circle. Met or exceeded target.

    2

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

    97%

    Year to date as at 30 June 2021

    Green circle. Met or exceeded target.

    3

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

    86%

    (see note 3)

    Year to date as at 30 June 2021

    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%

    100%

    Year to date as at 30 June 2021

    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%)

    90%

    Year to date as at 30 June 2021

    Green circle. Met or exceeded target.

    4

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

    99%

    Year to date as at 30 June 2021

    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. 72% of complaints resolved in 15 business days, regardless of additional time negotiated with the client.
    Last modified: 24 Sep 2021QC 66858