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Appendix 8: Service commitments and activities

The ATO reports on a range of service commitments and provides information about our activities that deliver outcomes for the community. Our annual results are provided in the following tables.

Service commitments

Our service commitments are designed to assure the ATO and the community that the services we provide are of a consistent and high standard. Many of our commitments have targets, which are meaningful to our clients and challenge us to deliver the best possible service.

We regularly report on our service commitments. These are available at ato.gov.au/servicecommitments.

We did not meet all our targets for service commitments in place at 30 June 2021.

Commitments to service – Timely, 2019–20 and 2020–21

Service commitment

Target (%)

Achieved 2019–20 (%)

Achieved 2019–20 (indicator)

Achieved 2020–21 (%)

Achieved 2020–21 (indicator)

General calls over the tax time period, as at 31 October
– A total of 3,085,476 calls were answered, 124,157 abandoned (4% of calls offered) and 3,276 calls were blocked in 2020–21.

answered within 5 minutes

80%

79%

X

84%

A

Tax practitioner calls over the tax time period, as at 31 October

– A total of 648,949 calls were answered, 13,131 abandoned (2% of calls offered) and zero calls were blocked in 2020–21.

answered within 2 minutes

90%

90%

A

92%

A

Average wait time for inbound general calls(a)

less than
10 minutes

10 min

06 min

04 sec

A

Electronic taxpayer requests

finalised in 15 business days

90%

93%

A

92%

A

Private rulings

finalised in 28 calendar days of receiving all necessary information

80%

88%

A

81%

A

Superannuation guarantee employee notifications(b)

finalised within 4 months

60%

16%

X

7%(c)

X

Superannuation guarantee employee notifications(b)

finalised within 9 months

90%

88%

X

37%(c)

X

Electronic tax returns and activity statements(d)

finalised in 12 business days

94%

99%

A

100%

A

Electronic amendments

finalised in 20 business days

90%

97%

A

95%

A

Paper tax returns, activity statements and amendments

finalised in 50 business days

80%

98%

A

97%

A

Australian residents' ABR registrations

finalised in 20 business days

93%

99%

A

99%

A

Electronic Commissioner of Taxation registrations

finalised in 20 business days

93%

98%

A

97%

A

Complaints received

resolved in 15 business days or within the date negotiated with the client

85%

83%(e)

X

86%

A

A = Met; X = Not met; = New, not previously reported in the annual report for the given year.

Notes

(a) In 2020–21 we trialled an alternate service commitment as an indicator of client experience. We are committed to providing a level of service that best supports the community and ensures access to our network.

(b) Service commitment will be reviewed during 2021–22.

(c) Service commitment result impacted by a backlog of superannuation guarantee work resulting from the movement of staff to support the government’s stimulus measures.

(d) Target applies to current-year tax returns only.

(e) 72% of complaints resolved in 15 business days, regardless of additional time negotiated with the client.

Commitments to service – Keep me informed, 2019–20 and 2020–21

Service commitment

Target (%)

Achieved 2019–20 (%)

Achieved 2019–20 (indicator)

Achieved 2020–21 (%)

Achieved 2020–21 (indicator)

Electronic tax returns (individuals not in business)

inform if unable to finalise within 30 calendar days of receipt

100%

100%

A

100%

A

Private rulings

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

80%

93%

A

90%

A

Superannuation guarantee employee notifications

notification commenced within 28 days of receipt

99%

100%

A

99%

A

A = Met; X = Not met

Activities

We undertake a range of activities to support the delivery of the tax and superannuation systems. Outputs include information assistance services, processing and assurance activities, along with internal services for our staff.

Activities and outputs – Information and assistance services, 2018–19 to 2020–‍21

Activity

2018–19

2019–20

2020–21

Number of non-digital, inbound customer service interactions

9,996,161

10,525,162

8,883,652

Number provided of:

  • interpretative guidance products

51,584

53,191

53,442

  • private rulings

5,285

4,126

3,977

Perceptions that the process was fair in:

  • disputes

49%

52%

54%

  • individuals

49%

52%

54%

  • business

50%

54%

55%

  • audits, advice or private rulings

62%

58%

60%

  • individuals

61%

57%

59%

  • business

65%

65%

63%

Perceptions that the final decision was fair in:

  • disputes

57%

65%

58%

  • individuals

57%

67%

57%

  • business

57%

61%

59%

  • audits, advice or private rulings

62%

58%

60%

  • individuals

61%

57%

60%

  • business

64%

63%

61%

Activities and outputs – Obligations and entitlements processing, 2018–19 to 2020–21(a)

Activity

2018–19

2019–20

2020–21

Number of registrations processed

1.9m

1.7m

1.5m

Number of returns, statements and forms processed

334.0m

358.5m

317.1m

Proportion of:

  • income tax returns lodged

88.8%

89.8%

89.4%

  • activity statements lodged

88.6%

85.5%

84.6%

Proportion of tax returns lodged electronically

97.3%

97.8%

98.2%

Number of payments processed

29.7m

27.3m

25.0m

Proportion of payments made and received through electronic channels

98.6%

98.9%

99.2%

Note

(a) Some items reported for 2020–21 (such as proportion of tax returns lodged electronically) relate to the 2019–20 tax year.

Activities and outputs – Revenue assurance, 2018–19 to 2020–21

Activity

2018–19

2019–20

2020–21

Number of refunds issued

13.6m

14.6m

14.8m

Number of compliance activities undertaken

4.3m

3.9m

5.2m

Value of tax collected:

  • gross

$533.1b

$537.0b

$580.1b

  • net

$426.0b

$404.7b

$451.4b

Value of refunds paid

$107.2b

$132.3b

$128.7b

Value of compliance liabilities as a result of compliance audits, reviews and other checks:

  • raised

$15.3b

$12.7b

$12.0b

  • collected

$10.5b

$9.5b

$6.8b

Value of penalties and interest collected

$2.2b

$2.4b

$1.8b

Activities and outputs – Securing retirement income, 2018–19 to 2020–21(a)

Activity

2018–19

2019–20

2020–21

Number of lost superannuation accounts(b)

674,190

433,918

361,986

Number of ATO-held superannuation accounts(c)

5.4m

5.6m

6.2m

Proportion of member contribution statements lodged on time(d)

97.1%

99.4%

94.8%

Number of excess contributions determinations issued(e)

192,357

181,068

161,375

Number of Division 293 tax assessments issued(f)

233,030

228,668

278,942

Proportion of self-managed superannuation funds (SMSFs) with contraventions reported by approved SMSF auditors compared to the total number of lodging SMSFs(g)

(h)

(h)

2.6%(i)

Value of lost superannuation accounts

$16.5b

$10.3b

$9.2b

Value of ATO-held superannuation accounts(c)

$4.0b

$3.6b

$4.7b

Value of excess contributions determinations issued

$1.9b

$1.9b

$1.9b

Value of Division 293 tax assessments issued

$730.7m

$667.7m

$829.3m

Proportion of super guarantee compliance casework consisting of ATO-initiated work

40%

23%

43%

Notes

(a) Some items reported for 2020–21 relate to the 2019–20 tax year.

(b) For 2018–19, funds transitioned their lost member reporting to event-based reporting, improving the accuracy and timeliness of lost member account reporting.

(c) ATO-held super accounts include unclaimed super money and Superannuation Holding Accounts special account.

(d) Of those member contribution statements lodged by large APRA-regulated funds.

(e) Determinations issued in 2020–21 primarily relate to the 2019–20 year.

(f) Division 293 assessments issued in 2020–21 primarily relate to the 2019–20 year.

(g) For 2020–21, the measure name has been changed to reflect a new calculation method. For prior years, published results were based on total registered funds rather than total lodging funds.

(h) Based on the new calculation method, the prior-year results for this measure were 2.2% in 2018–19 (relates to the contraventions for 2016–17 as at June 2019) and 2.6% in 2019–20 (relates to the contraventions for 2017–18 as at June 2020).

(i) Relates to the contraventions reported for 2018–19 as at June 2021.

Activities and outputs – Administered program outputs, 2018–19 to 2020–21

Activity

2018–19

2019–20

2020–21

Program 1.5 – Australian Screen Production Incentive – Number of tax offsets processed

155

237

208

Program 1.7 – Fuel Tax Credits Scheme – Number of registered participants

246,666

252,819

259,074

Program 1.7 – Fuel Tax Credits Scheme – Proportion of payments processed within service standard time frames

99%

99%

99.4%

Program 1.9 – Product Stewardship for Oil – Number of claims processed

368

376

367

Program 1.9 – Product Stewardship for Oil – Number of participants registered

45

43

40

Program 1.9 – Product Stewardship for Oil – Proportion of payments processed within service standard time frames

95%

89%

87%

Program 1.11 – Low Income Superannuation Tax Offset – Number of beneficiaries of entitlements determined

2.9m

2.8m

2.7m

Program 1.11 – Low Income Superannuation Tax Offset – Value of entitlements determined

$737.6m

$711.8m

$669.7m

Program 1.11 – Low Income Superannuation Tax Offset – Proportion of original contributions paid within 60 days

99.98%

99.92%

99.99%

Program 1.12 – Private Health Insurance Rebate – Number of individuals with private health insurance rebate details assessed through the tax system

7.7m

7.9m

7.9m

Program 1.13 – Superannuation Co-contribution Scheme – Number of beneficiaries of entitlements determined

376,398

393,154

391,812

Program 1.13 – Superannuation Co-contribution Scheme – Value of entitlements determined

$121m

$123m

$122m

Program 1.13 – Superannuation Co-contribution Scheme – Proportion of original co contributions paid within 60 days

95.8%

97.7%

92.6%

Program 1.14 – Superannuation Guarantee Scheme – Number of superannuation guarantee complaints leading to:

  • a superannuation liability being raised

10,917

8,726

11,569

  • no result

3,804

3,806

4,791

Program 1.14 – Superannuation Guarantee Scheme – Number of employees who have had superannuation guarantee entitlements raised as a result of:

  • ATO compliance activities

173,876

182,663

202,483

  • voluntary disclosures

105,463

164,613

306,013

Program 1.14 – Superannuation Guarantee Scheme – Number of:

  • employers whose records are checked

22,236

16,290

17,051

  • checks leading to a superannuation liability being raised

15,965

12,273

12,264

Program 1.14 – Superannuation Guarantee Scheme – Proportion of employers for whom superannuation guarantee liabilities were raised by the ATO

1.7%

1.4%

1.3%

Program 1.15 – Targeted Assistance Through the Taxation system – Number of interest payments processed

520,274

2.67m

1.41m

Program 1.15 – Targeted Assistance Through the Taxation system – Proportion of unclaimed superannuation accounts where interest is paid to the account owner compared to total accounts transferred

100%

100%

100%

Program 1.16 – Interest on Overpayment and Early Payments of Tax – Number of transactions where an overpayment has occurred under Part IIB, Part III, Part IIIA of the T(IOEP)A

337,356

480,852

240,155

Program 1.18 – Seafarer Tax Offset – Number of tax offsets processed

Less than 5

Less than 5

Less than 5

Program 1.18 – Seafarer Tax Offset – Value of tax offsets processed

$9.9m

$9.4m

$9.5m

Activities and outputs – Corporate services, 2018–19 to 2020–21

Activity

2018–19

2019–20

2020–21

Rate of unscheduled absence (days)

13.6

12.5

10.5

Employee perceptions of senior leadership

58%

64%(a)

62%

Note

(a) Result from delayed 2020 APS Employee Census released in January 2021.

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