Performance indicators key
We use green, amber and red symbols to indicate how we performed in the given period.
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Key |
Status |
|---|---|
|
|
Met or exceeded target |
|
|
Marginally failed target by 2 percentage points or less; or for inbound general calls, average wait time of 10 minutes to 15 minutes |
|
|
Failed target by more than 2 percentage points; or for inbound general calls, average wait time greater than 15 minutes |
Performance against our service commitments
Our service commitments include:
Timely response
|
Indicator |
Performance measure |
Result |
Current as at |
Status |
|---|---|---|---|---|
|
Respond to enquiries within timeframes |
Average wait time for inbound general calls of less than 15 minutes |
09 minutes 01 seconds (see note 1) |
Year to date as at 30 June 2025 |
|
|
Respond to enquiries within timeframes |
40% of tax practitioner calls answered within 7 minutes |
41% (see note 1) |
Year to date as at 30 June 2025 |
|
|
Respond to enquiries within timeframes |
90% of electronic taxpayer requests finalised in 15 business days |
97% |
Year to date as at 30 June 2025 |
|
|
Respond to enquiries within timeframes |
80% of private rulings finalised in 28 calendar days of receiving all necessary information |
90% |
Year to date as at 30 June 2025 |
|
|
Respond to enquiries within timeframes |
In 90% of employee referrals of unpaid super (where we have sufficient information to progress), we will have prompted the employer within 28 days to self-assess |
100%
|
Year to date as at 30 June 2025 |
|
|
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 2025 |
|
|
Process my lodgments within timeframes |
90% of electronic amendments finalised in 20 business days |
97% |
Year to date as at 30 June 2025 |
|
|
Process my lodgments within timeframes |
80% of paper tax returns, activity statements and amendments finalised in 50 business days |
90% |
Year to date as at 30 June 2025 |
|
|
Process my lodgments within timeframes |
93% of Australian residents' ABR registrations finalised in 20 business days |
99% (see note 2) |
Year to date as at 30 June 2025 |
|
|
Process my lodgments within timeframes |
93% of electronic Commissioner of Taxation registrations finalised in 20 business days |
98% |
Year to date as at 30 June 2025 |
|
|
Resolve my complaint within timeframes |
85% of complaints resolved within 15 business days, or within the date negotiated with the taxpayer |
99% (see note 3) |
Year to date as at 30 June 2025 |
|
Keep me informed
|
Indicator |
Performance measure |
Result |
Current as at |
Status |
|---|---|---|---|---|
|
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 2025 |
|
Notes on performance
- Due to system issues, telephony data for 20 and 21 November 2024 is incomplete. The reported results are not materially impacted.
- A change in methodology was made in April 2025 to enable more up-to-date reporting of performance. This change does not materially impact the calculation of our performance against this commitment.
- 59% of complaints resolved in 15 business days, regardless of additional time negotiated with the taxpayer.