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 |
Performance against our service commitments
Our service commitments:
Timely response
|
Indicator |
Performance measure |
Result |
Current as at |
Status |
|---|---|---|---|---|
|
Respond to enquiries within timeframes |
Average wait time for inbound general calls of less than 10 minutes |
10 minutes 49 seconds |
Year to date as at 30 June 2023 |
|
|
Respond to enquiries within timeframes |
90% of 479,264 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 blocked (see note 1) |
90% |
Year to date as at 31 October 2022 |
|
|
Respond to enquiries within timeframes |
Percentage of 1,339,979 tax practitioner calls answered within 2 minutes - a total of 1,299,247 calls were answered, 40,732 abandoned (3% of calls offered), and zero blocked |
77% |
Year to date as at 30 June 2023 |
Not applicable (see note 2) |
|
Respond to enquiries within timeframes |
90% of electronic taxpayer requests finalised in 15 business days |
89% |
Year to date as at 30 June 2023 |
|
|
Respond to enquiries within timeframes |
80% of private rulings finalised in 28 calendar days of receiving all necessary information |
86% |
Year to date as at 30 June 2023 |
|
|
Respond to enquiries within timeframes |
60% of superannuation guarantee employee notifications finalised within 4 months of creation |
76%
|
Year to date as at 30 June 2023 |
|
|
Respond to enquiries within timeframes |
90% of superannuation guarantee employee notifications finalised within 9 months of creation |
100%
|
Year to date as at 30 June 2023 |
|
|
Process my 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 30 June 2023 |
|
|
Process my lodgments within timeframes |
90% of electronic amendments finalised in 20 business days |
96% |
Year to date as at 30 June 2023 |
|
|
Process my lodgments within timeframes |
80% of paper tax returns, activity statements and amendments finalised in 50 business days |
93% |
Year to date as at 30 June 2023 |
|
|
Process my lodgments within timeframes |
93% of Australian residents' ABR registrations finalised in 20 business days |
98% |
Year to date as at 30 June 2023 |
|
|
Process my lodgments within timeframes |
93% of electronic Commissioner of Taxation registrations finalised in 20 business days |
96% |
Year to date as at 30 June 2023 |
|
|
Resolve my complaint within timeframes |
85% of complaints resolved within 15 business days, or within the date negotiated with the client |
92% (see note 3) |
Year to date as at 30 June 2023 |
|
Keep me informed
|
Indicator |
Performance measure |
Result |
Current as at |
Status |
|---|---|---|---|---|
|
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%) |
88% |
Year to date as at 30 June 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 applies for tax time (July to October) only.
- 64% of complaints resolved in 15 business days, regardless of additional time negotiated with the client.