We will be introducing a new complaint service commitment that sets a clearer expectation of the level of service taxpayers and tax professionals can expect when they lodge a complaint.
The new service commitment will be to resolve 80% of complaints within 28 business days. We will continue to keep the complainant informed throughout the complaints process, and they will receive notification from us if we exceed the service commitment.
Our existing commitment is to resolve 85% of complaints within 15 days, or within a timeframe we negotiate with the complainant.
While we met this service commitment in 99% of cases in 2024–25, we have observed that it does not provide a clear timeframe for the resolution of a complaint.
Only 58% of complaints in 2024–25 were resolved in 15 days, with the remainder resolved in a longer time period with notification to the taxpayer or tax professional.
We will start reporting against this new commitment in late September. Our performance is reported on our website and through the Annual report.
See our website for more information about the ATO’s complaints process.