We use red, amber and green 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) | 10 minutes 47 seconds | Year to date at 31 October 2024 | |
2. Respond to enquiries within timeframes | 40% of tax practitioner calls answered within 7 minutes A total of 435,818 calls were answered while 33,481 calls were abandoned (7% of calls offered) | 41% | Year to date at 31 October 2024 | |
3. Respond to enquiries within timeframes | 90% of electronic taxpayer requests are finalised in 15 business days | 98% | Year to date at 31 October 2024 | |
4. Respond to enquiries within timeframes | 80% of private rulings are finalised in 28 calendar days of receiving all necessary information | 89% | Year to date as at 31 October 2024 | |
5. Respond to enquiries within timeframes | In 90% of employee notifications (where we have sufficient information to progress) about unpaid super, we will have prompted the employer within 28 days to self-assess | 100% | Year to date as at 31 October 2024 | |
6. Process 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 31 October 2024 | |
7. Process lodgments within timeframes | 90% of electronic amendments are finalised in 20 business days (see note 2) | 95% | Year to date as at 30 September 2024 | |
8. Process lodgments within timeframes | 80% of paper tax returns, activity statements and amendments finalised in 50 business days (see note 3) | 96% | Year to date as at 31 August 2024 | |
9. Process lodgments within timeframes | 93% of Australian residents' ABR registrations are finalised in 20 business days (see note 4) | 98% | Year to date as at 31 August 2024 | |
10. Process lodgments within timeframes | 93% of electronic Commissioner of Taxation registrations are finalised in 20 business days (see note 5) | 99% | Year to date as at 30 September 2024 | |
11. Resolve my complaint within timeframes | 85% of complaints are resolved within 15 business days, or within the date negotiated with the client | 99% (see note 6) | Year to date as at 31 October 2024 | |
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 | 91% against a target of 80% | Year to date as at 31 October 2024 |
Notes
- 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.
- Results for October 2024 will be reported once the 20 business days timeframe has elapsed.
- Results for September 2024 will be reported once the 50 business days timeframe has elapsed.
- Results for September 2024 will be reported once 40 business days have elapsed. This incorporates 20 business days of the commitment timeframe, plus a further 20 business days to allow for receipt of any further necessary information from the client.
- Results for October 2024 will be reported once the 20 business days timeframe has elapsed.
- 60% of complaints resolved within 15 days regardless of additional time negotiated with the client.