Service commitments 2021–22

Information about our 2021–22 service commitments performance, as at 30 June 2022.

We use red, amber and green symbols to indicate how we performed in the given period.
Key	Status
	Met or exceeded target
	Marginally failed target by 2 percentage points or less
	Failed target by more than 2 percentage points

Performance against our service commitments

Our service commitments:

Timely response
Keep me informed

Timely response

Performance against commitments
Indicator	Performance measure	Result	Current as at:	Status
Respond to enquiries within timeframes	Average wait time for inbound general calls of less than 10 minutes	9 minutes 29 seconds	Year to date as at 30 June 2022
Respond to enquiries within timeframes	90% of 463,187 tax practitioner calls answered within 2 minutes during tax time (July to October) - a total of 453,917 calls were answered, 9,270 abandoned (2% of calls offered), and zero blocked (see note 1)	90%	Year to date as at 31 October 2021
Respond to enquiries within timeframes	Percentage of 1,284,254 tax practitioner calls answered within 2 minutes - a total of 1,256,597 calls were answered, 27,657 abandoned (3% of calls offered), and zero blocked	88%	Year to date as at 30 June 2022	Not applicable (see note 2)
Respond to enquiries within timeframes	90% of electronic taxpayer requests finalised in 15 business days	85%	Year to date as at 30 June 2022
Respond to enquiries within timeframes	80% of private rulings finalised in 28 calendar days of receiving all necessary information	80%	Year to date as at 30 June 2022
Respond to enquiries within timeframes	60% of superannuation guarantee employee notifications finalised within 4 months of creation	48% (see note 3)	Year to date as at 30 June 2022
Respond to enquiries within timeframes	90% of superannuation guarantee employee notifications finalised within 9 months of creation	75% (see note 3)	Year to date as at 30 June 2022
Process my 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 2022
Process my lodgments within timeframes	90% of electronic amendments finalised in 20 business days	95%	Year to date as at 30 June 2022
Process my lodgments within timeframes	80% of paper tax returns, activity statements and amendments finalised in 50 business days	93%	Year to date as at 30 June 2022
Process my lodgments within timeframes	93% of Australian residents' ABR registrations finalised in 20 business days	99%	Year to date as at 30 June 2022
Process my lodgments within timeframes	93% of electronic Commissioner of Taxation registrations finalised in 20 business days	96%	Year to date as at 30 June 2022
Resolve my complaint within timeframes	85% of complaints resolved within 15 business days, or within the date negotiated with the client	88% (see note 4)	Year to date as at 30 June 2022

Keep me informed

Performance against commitments
Indicator	Performance measure	Result	Current as at:
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 - target 100%	100%	Year to date as at 30 June 2022
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 (target 80%)	89%	Year to date as at 30 June 2022
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 2022

Notes:

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.
Service commitment applies for tax time (July to October) only.
Service commitment result impacted by a backlog of superannuation guarantee work resulting from the movement of staff to support the government’s stimulus measures.
73% of complaints resolved in 15 business days, regardless of additional time negotiated with the client.

Last modified: 26 Sep 2022QC 70408