Overview of the survey
We conduct an annual survey to understand our clients' experience when they engage with the ATO in our Commercial deals early engagement service.
Clients responded to 73% of survey questionnaires we issued, resulting in a similar response rate compared to 2024 (78%).
The results showed that 90% of clients were satisfied with the service, while 10% were neutral. There were no reports of overall dissatisfaction with the service, which is an improvement from previous years.
Key insights
The key insights are that clients:
- have been regularly treated in a professional, courteous and respectful manner during discussions with us
- believe the program provides tax certainty and will avoid later disputes
- are likely to recommend the program
- believe that we have a better understanding of their individual circumstances than in previous years
- are more likely to consider the tax implications of future transactions due to our engagement
- are concerned about the cost and time investment required to participate in the program.
Survey results
Participants responded to questions regarding their experience with the Commercial deals early engagement service.
Of all our respondents:
- 81% were satisfied with the time taken to reach a pre-lodgment agreement
- 71% were happy with the level of staff knowledge shown by the ATO
- 94% said we understood their circumstances
- 89% agreed we were open and transparent in our approach to their circumstances
- 100% felt they were treated in a professional, courteous and respectful manner
- 90% said we worked with them to understand the process and the agreement reached
- 90% agreed the service will help avoid future disputes
- 76% agreed or were neutral about whether the service saved time, money and resources
- 93% agreed the service provided certainty
- 81% were likely to recommend the service to others.