Show download pdf controls
  • Our 2019 client experience survey results are in

    Thank you to those who responded to our new client experience survey, which focussed on your preferences when interacting with us. We are pleased to share some of the key themes and feedback:

    • 67% of respondents consider we are working together effectively to administer the super system
    • you told us we provide the right amount of information, but we need to work on timeliness of our communication by providing progress updates
    • the ATO website is the channel most often used, followed by CRT Alerts and email. This is consistent with your preference to interact with us electronically. Phone contact is your second preference for interaction, followed by face-to-face.

    Key feedback

    • You would like us to engage with you early ahead of changes and communicate key decision points: in 2020 we will be looking into new methods of consultation.
    • Navigation of our website is an area for improvement: we're currently reviewing ato.gov.au and will provide regular updates.
    • Not knowing when we'll respond to an email enquiry can be frustrating: we're streamlining our enquiry handling practices to improve where possible.
    • You mentioned project management and transition to business as usual, as well as issue management could be improved: we are considering how we can take action on your feedback.

    We value your feedback and intend to conduct another client experience survey in March 2020. We look forward to hearing your views next time.

    Keep up to date:

      Last modified: 13 Dec 2019QC 60961