• Current year performance

    Information on our service commitments performance to date is published monthly.

    We use red, amber and green symbols to indicate how we performed in the given period.

    KEY

    Status

     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

    Note:

    • Some results are derived from surveys. These results will not change on a monthly basis.

    Performance against our service commitments

    Helpful and accurate

    Assessment indicators

    1. The ATO helps me by giving me accurate information that I can rely on and understand

    2. Information provided by the ATO is sufficient to meet my needs

    3. ATO products and services are quality assessed

    Indicator

    Performance measure

    Result

    Current
    as at

    Status

    1

    People surveyed agreed that the ATO provides information that can be relied on* and understood**

    74%*

    76%**

    September 2016

    Not applicable

    2

    People surveyed agreed that the ATO provides information sufficient to meet their needs

    78%

    September 2016

    Not applicable

    3

    90% of quality performance measures have been met

    93%

    September 2016

    Green circle. Met or exceeded target.

    Easy to deal with

    Assessment indicators

    4. The ATO makes it easy for me to access the services and information I need

    5. It was easy to do business with the ATO

    Indicator

    Performance measure

    Result

    Current
    as at

    Status

    4

    People surveyed agreed that the ATO makes it easy to access services and information

    76%

    September 2016

    Not applicable

    5

    People surveyed agreed that the ATO was easy to do business with

    71%

    September 2016

    Not applicable

    Timely

    Assessment indicators

    6. The time taken in my dealings with the ATO was acceptable to me

    7. Respond to enquiries within timeframes

    8. Process lodgments within timeframes

    9. Resolve my complaint within timeframes

    Indicator

    Performance measure

    Result

    Current
    as at

    Status

    6

    People surveyed agreed that the time taken was acceptable

    76%

    September 2016

    Not applicable

    7

    90% of general calls answered within 5 minutes

    * a total of 662,428 calls were answered, 16,904 abandoned (3% of calls offered) and 7,848 calls were blocked Footnote1

    ** a total of 2,971,797 calls were answered, 84,959 abandoned (3% of calls offered) and 56,512 calls were blocked

    92%

    For the month of October 2016*

     

    Green circle. Met or exceeded target.

    92%

    Year to date as at 31 October 2016**

     

    Green circle. Met or exceeded target.

    7

    90% of tax practitioner calls answered within 2 minutes

    ^ a total of 125,518 calls were answered, 2,184 abandoned (2% of calls offered) and 0 calls were blocked

    ^^ a total of 530,201 calls were answered, 9,233 abandoned (2% of calls offered) and 0 calls were blocked

    92%

    For the month of October 2016^

    Green circle. Met or exceeded target.

    92%

    Year to date as at 31 October 2016^^

    Green circle. Met or exceeded target.

    7

    90% of electronic taxpayer requests are finalised in 15 business days

    97%

    For the month of September 2016

    Green circle. Met or exceeded target.

    88%

    Year to date as at 30 September 2016

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

    7

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

    85%

    For the month of October 2016

    Green circle. Met or exceeded target.

    87%

    Year to date as at 31 October 2016

    Green circle. Met or exceeded target.

    7

    50% of superannuation guarantee employee notifications finalised by review or audit within 4 months of commencement

    73%

    For the month of October 2016

    Green circle. Met or exceeded target.

    77%

    Year to date as at 31 October 2016

    Green circle. Met or exceeded target.

    7

    90% of superannuation guarantee employee notifications finalised by review or audit within 12 months of commencement

    100%

    For the month of October 2016

    Green circle. Met or exceeded target.

    100%

    Year to date as at 31 October 2016

    Green circle. Met or exceeded target.

    8

    94% of individual and non-individual electronic tax returns are finalised in 12 business days – applies to current year returns only

    99%

    For the month of October 2016

    Green circle. Met or exceeded target.

    99%

    Year to date as at 31 October 2016

    Green circle. Met or exceeded target.

    8

    94% of electronic activity statements are finalised in 12 business days

    100%

    For the month of October 2016

    Green circle. Met or exceeded target.

    100%

    Year to date as at 31 October 2016

    Green circle. Met or exceeded target.

    8

    90% of electronic amendments are finalised in 20 business days

    91%

    For the month of September 2016

    Green circle. Met or exceeded target.

    92%

    Year to date as at 30 September 2016

    Green circle. Met or exceeded target.

    8

    80% of individual and non-individual paper tax returns are finalised in 50 business days

    90%

    For the month of August 2016

    Green circle. Met or exceeded target.

    90%

    Year to date as at 31 August 2016

    Green circle. Met or exceeded target.

    8

    80% of paper activity statements are finalised in 50 business days

    100%

    For the month of August 2016

    Green circle. Met or exceeded target.

    100%

    Year to date as at 31 August 2016

    Green circle. Met or exceeded target.

    8

    80% of paper amendments are finalised in 50 business days

    94%

    For the month of August 2016

    Green circle. Met or exceeded target.

    93%

    Year to date as at 31 August 2016

    Green circle. Met or exceeded target.

    8

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

    100%

    For the month of August 2016

    Green circle. Met or exceeded target.

    99%

    Year to date as at 31 August 2016

    Green circle. Met or exceeded target.

    8

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

    99%

    For the month of September 2016

    Green circle. Met or exceeded target.

    99%

    Year to date as at 30 September 2016

    Green circle. Met or exceeded target.

    9

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

    95%

    For the month of October 2016

    Green circle. Met or exceeded target.

    95%

    Year to date as at 31 October 2016

    Green circle. Met or exceeded target.

    Keep me informed

    Assessment indicators

    10. The ATO informs me of what I need to do

    11. The ATO lets me know of status or delays

    Indicator

    Performance measure

    Result

    Current
    as at

    Status

    10

    People surveyed agreed that the ATO informs them of what they need to do

    80%

    September 2016

    Not applicable

    11

    People surveyed agreed that the ATO lets them know of status or delays

    56%

    September 2016

    Not applicable

    11

    If we are unable to finalise your individual electronic tax return within 30 calendar days of receipt, we will inform you

    100% against a target of 100%

    For the month of October 2016

    Green circle. Met or exceeded target.

    100% against a target of 100%

    Year to date as at 31 October 2016

    Green circle. Met or exceeded target.

    11

    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

    94% against a target of 80%

    For the month of October 2016

    Green circle. Met or exceeded target.

    91% against a target of 80%

    Year to date as at 31 October 2016

    Green circle. Met or exceeded target.

    11

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

    100%

    For the month of October 2016

    Green circle. Met or exceeded target.

    100%

    Year to date as at 31 October 2016

    Green circle. Met or exceeded target.

    Professional

    Assessment indicators

    12. The ATO treats me respectfully and courteously

    13. The ATO is knowledgeable in its dealings with me

    14. ATO professionalism is quality assessed

    Indicator

    Performance measure

    Result

    Current
    as at

    Status

    12

    People surveyed agreed that the ATO is respectful and courteous

    90%

    September 2016

    Not applicable

    13

    People surveyed agreed that the ATO is knowledgeable in dealing with me

    74%

    September 2016

    Not applicable

    14

    90% of quality performance measures, including professionalism, have been met

    93%

    September 2016

    Green circle. Met or exceeded target.

    Footnote 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.

    Return to footnote 1 referrer

    Last modified: 22 Nov 2016QC 33671