Performance indicators key
We use green, amber and red 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; or for inbound general calls, average wait time of 15 minutes to 20 minutes |
|
|
Failed target by more than 2 percentage points; or for inbound general calls, average wait time greater than 20 minutes |
Note: Figures are rounded to the nearest whole number.
Performance against our service commitments
|
Assessment indicator |
Performance measure |
Result |
Current as at |
Status |
|---|---|---|---|---|
|
1. Respond to enquiries within timeframes |
Average wait time for inbound general calls of less than 15 minutes (see note 1) |
7 minutes 09 seconds
|
Year to date at 31 July 2025 |
|
|
2. Respond to enquiries within timeframes |
40% of tax practitioner calls answered within 7 minutes A total of 102,414 calls were answered while 7,986 calls were abandoned (7% of calls offered) |
40%
|
Year to date at 31 July 2025 |
|
|
3. Respond to enquiries within timeframes |
90% of electronic taxpayer requests are finalised in 15 business days |
99% |
Year to date at 31 July 2025 |
|
|
4. Respond to enquiries within timeframes |
80% of private rulings are finalised in 28 calendar days of receiving all necessary information |
86% |
Year to date at 31 July 2025 |
|
|
5. 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 at 31 July 2025 |
|
|
6. Process lodgments within timeframes |
94% of electronic tax returns and activity statements finalised in 12 business days – applies to current year returns only |
98% |
Year to date at 31 July 2025 |
|
|
7. Process lodgments within timeframes |
90% of electronic amendments are finalised in 20 business days (see note 2) |
97% |
Year to date at 30 June 2025 |
|
|
8. Process lodgments within timeframes |
80% of paper tax returns, activity statements and amendments finalised in 50 business days (see note 3) |
90% |
Year to date at 31 May 2025 |
|
|
9. Process lodgments within timeframes |
93% of Australian residents' ABR registrations are finalised in 20 business days (see note 4) |
99% |
Year to date at 30 June 2025 |
|
|
10. Process lodgments within timeframes |
93% of electronic Commissioner of Taxation registrations are finalised in 20 business days (see note 5) |
98% |
Year to date at 30 June 2025 |
|
|
11. Resolve my complaint within timeframes |
The complaints service commitment is currently under review |
|
|
|
|
12. 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 |
90% against a target of 80% |
Year to date at 31 July 2025 |
|
Notes on performance
- The ATO ‘blocks’ calls from entering the ATO environment when inbound calls are expected to significantly exceed our capacity. This minimises the risk of taxpayers queuing for excessively long periods of time, and then subsequently abandoning the call without receiving service.
- Results for July 2025 will be reported once the 20 business days timeframe has elapsed.
- Results for June 2025 will be reported once the 50 business days timeframe has elapsed.
- Results for July 2025 will be reported once the 20 business days timeframe has elapsed.
- Results for July 2025 will be reported once the 20 business days timeframe has elapsed.