Service commitments

We met our targets, where applicable, for all service commitments in place at 30 June 2016.

TABLE 4.22 Commitments to service performance, 2014–15 to 2015–16
   

2014–15

2015–16

Target %

Achieved %

Indicator

Achieved %

Indicator

Helpful and accurate

People surveyed agreed that the ATO provides information that can be relied on* and understood** (a)

na

75 *
76 **

na

78*

78**

na

People surveyed agreed that the ATO provides information sufficient to meet their needs (a)

na

76

na

79

na

Quality performance measures have been met

90

94

93

Easy to deal with

People surveyed agreed that the ATO makes it easy to access services and information (a)

na

70

na

78

na

People surveyed agreed that the ATO was easy to do business with (a)

na

66

na

72

na

Timely

People surveyed agreed that the time taken was acceptable (a)

na

70

na

78

na

General calls – includes 7,288,254 calls answered, 229,890 (3%) of calls abandoned, and 191,576 calls blocked in 2015–16

answered within 5 minutes

na

87

na

91

na

General calls over the tax time period, as at 31 October 2015 (b) – includes 3% of calls abandoned

answered within 5 minutes

80

91

93

Tax practitioner calls – includes 1,520,280 calls answered, 26,804 (2%) of calls abandoned, and 0 calls blocked

answered within 2 minutes

90

92

95

Electronic taxpayer requests (c)

finalised in
20 business days

85

90

93

Private rulings

finalised in 28 calendar days of receiving all necessary information

80

90

91

Objections

finalised in 56 calendar days of receiving all necessary information

70

86

77

Superannuation guarantee employee notifications

finalised within 4 months

50

70

76

Superannuation guarantee employee notifications

finalised within 12 months

90

100

100

Individual and non-individual electronic tax returns

finalised in 12 business days – applies to current year returns only

94

94

98

Electronic activity statements

finalised in 12 business days

94

100

100

Electronic amendments

finalised in 20 business days

90

94

94

Individual and non-individual paper tax returns

finalised in 50 business days

80

88

84

Paper activity statements

finalised in 50 business days

80

99

99

Paper amendments

finalised in 50 business days

80

88

88

Australian residents ABR registrations

finalised in 20 business days

93

97

98

Electronic Commissioner of Taxation registrations (c)

finalised in 20 business days

93

97

97

Complaints received

resolved in 15 business days

85

94

87

Keep me informed

People surveyed agreed that the ATO informs them of what they need to do (a)

na

79

na

83

na

People surveyed agreed that the ATO lets them know of status or delays (a)

na

53

na

55

na

Electronic tax returns

inform if unable to finalise within 30 calendar days of receipt

100

100

100

Objections

contact within 14 calendar days if request will take more than 56 calendar days to resolve

80

90

87

Private rulings

contact within 14 calendar days if request will take more than 28 calendar days to resolve

80

90

89

Audits – if you are reviewed or audited

notification within 7 calendar days of making our decision

99

99

99

Superannuation guarantee employee notifications

notification commenced within 28 days of receipt

99

99

99

Professional

People surveyed agreed that the ATO is respectful and courteous (a)

na

88

na

91

na

People surveyed agreed that the ATO is knowledgeable in dealing with me (a)

na

72

na

77

na

People surveyed agree that the ATO listens to and responds to feedback (a)

na

52

na

54

na

Quality performance measures, including professionalism, have been met

90

94

na

92

✔= met na = not applicable

  1. Survey based performance measure results are not calculated on a year-to-date basis and do not have a target.
  2. A target only applies over the tax time period (July to October) for this performance measure.
  3. From 1 July 2015, the methodology changed to count electronic requests only. The basis for calculation also changed, from ‘cases finalised within 28 calendar days’.