• Maintaining community confidence

    The Taxpayers' Charter

    The Taxpayers' Charter sets out the way we conduct ourselves in our dealings with the community. We released a revised version of the charter in July 2010. Our strategic statement theme of supporting the community refreshes our commitment to the charter and extends this philosophy to all our activities.

    To gauge our effectiveness in meeting the charter we look across a range of measures including survey results, quality assurance and complaints.

    Our service standards

    In 2010-11 we met our performance commitment benchmarks to the community on 22 of 27 service standards.

    The four standards we didn't meet were 'individual tax returns lodged electronically', 'refund of overpaid tax', 'initial complaints response', and 'complaints resolution'. Of these, we were very close on one and vastly improved our performance against two others compared with 2009-10. Performance on electronic tax returns - individuals was impacted by the bedding in of our new integrated core processing system. Our 'clerical and administrative errors service' standard could not be measured separately from other amendments. However there is no indication of any downward trend.

    In May 2011 we commenced a major review of our service standards with the support of the Boston Consulting Group. The aim of the review is to ensure greater alignment with community expectations and flexibility to respond to organisational and government strategic directions.

    TABLE 3.1: Our performance against our service standards, 2009-10 to 2010-11

     

    2009-10

    2010-11

    Service standard

    Benchmark

    Achieved
    %

    Indicator

    Achieved
    %

    Indicator

    Registrations

    Registrations - Commissioner of Taxation

    93% in 28 days

    92.3

     

    96.2

    ?

    Registrations - Australian Business Register

    93% in 28 days

    91.3

     

    93.7

    ?

    Lodgments

    Electronic tax returns - individuals

    94% in 14 days

    85.8

     

    82.7

     

    Paper tax returns - individuals

    80% in 42 days

    93.4

    ?

    93.9

    ?

    Electronic tax returns - taxable non-individuals

    92% in 14 days

    78.3

     

    93.0

    ?

    Paper tax returns - taxable non-individuals

    80% in 56 days

    81.8

    ?

    91.0

    ?

    Electronic credit activity statements

    92% in 14 days

    98.2

    ?

    98.0

    ?

    Paper credit activity statements

    85% in 14 days

    97.5

    ?

    97.7

    ?

    Electronic debit activity statements

    95% in 14 days

    99.6

    ?

    99.8

    ?

    Paper debit activity statements

    90% in 42 days

    98.9

    ?

    98.5

    ?

    Refunds and payments

    Refund of overpaid tax

    90% in 28 days

    82.5

     

    88.9

     

    Superannuation holding accounts special account payment requests

    80% in 21 days

    72.1

     

    81.4

    ?

    Excise fuel scheme claims

    92% in 14 days

    93.7

    ?

    94.6

    ?

    Enquiries

    Automated email response

    90% in 3 days

    95.9

    ?

    97.0

    ?

    Inbound correspondence

    85% in 28 days

    83.9

     

    90.1

    ?

    Private written advice

    80% in 28 days

    69.3

     

    87.9

    ?

    Telephone general enquiries

    80% in 5 minutes

    81.3

    ?

    81.3

    ?

    Tax practitioners premium service phone enquiries

    90% in 2 minutes

    90.9

    ?

    90.5

    ?

    Visit general enquiry service

    90% in 10-15 minutes

    92.5

    ?

    93.1

    ?

    Amendments and reviews

    Electronic amendments

    90% in 28 days

    95.1

    ?

    96.3

    ?

    Paper amendments

    75% in 56 days

    85.2

    ?

    88.0

    ?

    Reviews of private written advice

    85% in 28 days

    71.4

     

    90.3

    ?

    Reviews other than to private written advice

    70% in 56 days

    59.0

     

    79.5

    ?

    Audits

    Audits and reviews finalised advice

    99% in 7 days

    99.2

    ?

    99.5

    ?

    Errors

    Clerical and administrative errors (a)

    70% in 21 days

    N/A

     

    N/A

     

    Complaints

    Complaints - initial contact

    85% in 3 days

    66.6

     

    71.1

     

    Complaints - resolution

    85% in 21 days

    74.7

     

    78.2

     

    • met or exceeded the benchmark
     
    did not meet the benchmark

    (a) We have been unable to report separately on this service standard since January 2010.

    Key performance indicator

    Maintain acceptable service standards

    2008-09

    2009-10

    2010-11

    We met or exceeded 19 out of 27 service standards

    We met or exceeded 15 of our 27 service standards

    We met or exceeded 22 of our 27 service standards

      Last modified: 31 Oct 2011QC 28036