• 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. Figures are rounded to the nearest whole number.

    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**

    72%*

    76%**

    December 2016

    Not applicable

    2

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

    75%

    December 2016

    Not applicable

    3

    90% of quality performance measures have been met

    95%

    December 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

    74%

    December 2016

    Not applicable

    5

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

    71%

    December 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

    77%

    December 2016

    Not applicable

    7

    General calls answered within 5 minutes

    * a total of 403,922 calls were answered, 14,284 abandoned (4% of calls offered) and 5,881 calls were blocked Footnote1

    ** a total of 4,241,697 calls were answered, 126,376 abandoned (3% of calls offered) and 91,604 calls were blocked

    88%

    For the month of January 2017*

     

    Not applicable

    91%

    Year to date as at 31 January 2017**

     

    Not applicable

    7

    90% of tax practitioner calls answered within 2 minutes

    ^ a total of 84,732 calls were answered, 1,541 abandoned (2% of calls offered) and 0 calls were blocked

    ^^ a total of 829,097 calls were answered, 15,366 abandoned (2% of calls offered) and 0 calls were blocked

    92%

    For the month of January 2017^

    Green circle. Met or exceeded target.

    92%

    Year to date as at 31 January 2017^^

    Green circle. Met or exceeded target.

    7

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

    95%

    For the month of December 2016

    Green circle. Met or exceeded target.

    92%

    Year to date as at 31 December 2016

    Green circle. Met or exceeded target.

    7

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

    78%

    For the month of January 2017

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

    85%

    Year to date as at 31 January 2017

    Green circle. Met or exceeded target.

    7

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

    51%

    For the month of January 2017

    Green circle. Met or exceeded target.

    71%

    Year to date as at 31 January 2017

    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 January 2017

    Green circle. Met or exceeded target.

    100%

    Year to date as at 31 January 2017

    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

    98%

    For the month of January 2017

    Green circle. Met or exceeded target.

    99%

    Year to date as at 31 January 2017

    Green circle. Met or exceeded target.

    8

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

    100%

    For the month of January 2017

    Green circle. Met or exceeded target.

    100%

    Year to date as at 31 January 2017

    Green circle. Met or exceeded target.

    8

    90% of electronic amendments are finalised in 20 business days

    94%

    For the month of December 2016

    Green circle. Met or exceeded target.

    93%

    Year to date as at 31 December 2016

    Green circle. Met or exceeded target.

    8

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

    86%

    For the month of November 2016

    Green circle. Met or exceeded target.

    89%

    Year to date as at 30 November 2016

    Green circle. Met or exceeded target.

    8

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

    100%

    For the month of November 2016

    Green circle. Met or exceeded target.

    100%

    Year to date as at 30 November 2016

    Green circle. Met or exceeded target.

    8

    80% of paper amendments are finalised in 50 business days

    96%

    For the month of November 2016

    Green circle. Met or exceeded target.

    93%

    Year to date as at 30 November 2016

    Green circle. Met or exceeded target.

    8

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

    99%

    For the month of November 2016

    Green circle. Met or exceeded target.

    99%

    Year to date as at 30 November 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 December 2016

    Green circle. Met or exceeded target.

    99%

    Year to date as at 31 December 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

    91%

    For the month of January 2017

    Green circle. Met or exceeded target.

    94%

    Year to date as at 31 January 2017

    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

    68%

    December 2016

    Not applicable

    11

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

    73%

    December 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 January 2017

    Green circle. Met or exceeded target.

    100% against a target of 100%

    Year to date as at 31 January 2017

    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

    92% against a target of 80%

    For the month of January 2017

    Green circle. Met or exceeded target.

    90% against a target of 80%

    Year to date as at 31 January 2017

    Green circle. Met or exceeded target.

    11

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

    100%

    For the month of January 2017

    Green circle. Met or exceeded target.

    100%

    Year to date as at 31 January 2017

    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

    81%

    December 2016

    Not applicable

    13

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

    65%

    December 2016

    Not applicable

    14

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

    93%

    December 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: 23 Feb 2017QC 33671