Current year performance

Please note:

Monthly updates to our service commitments performance are unable to be published until December 2023 due to the transition of the ATO website to a new platform.

We apologise for any inconvenience caused. During this period, if you wish to obtain updates to the performance against any of our service commitments, please contact us at ATOEffectiveness@ato.gov.au.

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 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

Note: Figures are rounded to the nearest whole number.

Performance against our service commitments

Table 1: Performance against 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 10 minutes	10 minutes 45 seconds	Year to date as at 31 May 2023
2. Respond to enquiries within timeframes	90% of tax practitioner calls answered within 2 minutes during Tax Time (July to October) A total of 468,630 calls were answered, 10,634 abandoned (2% of calls offered) and zero calls were blocked (see note 1)	90%	Year to date as at 31 October 2022
2. Respond to enquiries within timeframes	90% of tax practitioner calls answered within 2 minutes A total of 1,181,988 calls were answered, 31,841 abandoned (3% of calls offered) and zero calls were blocked (see note 1)	83%	Year to date as at 31 May 2023	Not applicable (see note 2)
3. Respond to enquiries within timeframes	90% of electronic taxpayer requests are finalised in 15 business days	89%	Year to date as at 31 May 2023
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 as at 31 May 2023
5. Respond to enquiries within timeframes	60% of superannuation guarantee employee notification cases finalised within 4 months of creation	76%	Year to date as at 31 May 2023
6. Respond to enquiries within timeframes	90% of superannuation guarantee employee notification cases finalised within 9 months of creation	100%	Year to date as at 31 May 2023
7. 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 May 2023
8. Process lodgments within timeframes	90% of electronic amendments are finalised in 20 business days (see note 3)	96%	Year to date as at 30 April 2023
9. Process lodgments within timeframes	80% of paper tax returns, activity statements and amendments finalised in 50 business days (see note 4)	92%	Year to date as at 31 March 2023
10. Process lodgments within timeframes	93% of Australian residents' ABR registrations are finalised in 20 business days (see note 5)	98%	Year to date as at 31 March 2023
11. Process lodgments within timeframes	93% of electronic Commissioner of Taxation registrations are finalised in 20 business days (see note 6)	97%	Year to date as at 30 April 2023
12. Resolve my complaint within timeframes	85% of complaints are resolved within 15 business days, or within the date negotiated with the client	91% (see note 7)	Year to date as at 31 May 2023
13. 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	88% against a target of 80%	Year to date as at 31 May 2023

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.
Service commitment for inbound tax practitioner calls applies to tax time (July to October) only.
Results for May 2023 will be reported once the 20 business days timeframe has elapsed.
Results for April 2023 will be reported once the 50 business days timeframe has elapsed.
Results for April 2023 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 May 2023 will be reported once the 20 business days timeframe has elapsed.
64% of complaints resolved within 15 days regardless of additional time negotiated with the client.

Last modified: 26 Jul 2023QC 33671