Commitments to service

Respond to enquiries within timeframes

• Average wait time for inbound general calls of less than 15 minutes
• 40% of inbound tax practitioner calls answered within 7 minutes
• 90% of electronic taxpayer requests finalised in 15 business days
• 80% of private rulings finalised in 28 calendar days of receiving all necessary information
• Responsiveness to referrals of unpaid superannuation - In 90% of employee referrals of unpaid super (where we have sufficient information to progress), we have prompted the employer within 28 days to self-assess

Process my lodgments within timeframes

• 94% of electronic tax returns and activity statements finalised in 12 business days – applies to current year tax returns only
• 90% of electronic amendments finalised in 20 business days
• 80% of paper tax returns, activity statements and amendments finalised in 50 business days
• 93% of Australian residents' ABR registrations finalised in 20 business days
• 93% of electronic Commissioner of Taxation registrations finalised in 20 business days

Resolve my complaint within timeframes

• 85% of complaints resolved within 15 business days, or within the date negotiated with the client

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 (target 80%)