Working with you
We are committed to making it easy for you to interact with us. This document details our commitment to quality service and helping you in doing the right thing.
You play a vital role in protecting the State's revenue.
Julie Holmes
COMMISSIONER OF STATE TAXATION
To do this we will:
- Make your interactions with us as easy as possible.
- Be respectful and courteous.
- Help you to understand and meet your obligations on time.
- Be responsive and timely with our interactions with you.
- Explain our decisions and your rights in relation to those decisions.
- Ensure our conduct reflects the highest ethical standards.
- Provide you with reasonable notice before commencing any audit or debt activity
To do this we will:
- Ask for feedback on your customer experience (e.g. customer satisfaction surveys, feedback).
- Consult and listen to feedback from you and relevant industry groups.
- Regularly review our progress against customer service standards.
To do this we will:
- Help you if you have a question or concern and provide options for dispute resolution.
- Ensure all assessments are made in accordance with the law.
- Remit any penalties or interest that result from delays caused by us.
- Be responsive to individual, cultural and special needs.
- Treat you as being honest unless you act otherwise.
We expect that you will:
- To be truthful, cooperative, respectful and courteous.
- Keep records so your liability can be assessed.
- Lodge returns, payments and documents by the due date.
Do you have a suggestion on how we can improve our service? Or are you happy with the service you receive?
We would like to hear from you when our service exceeds or does not meet your expectations, both are equally important to help us continually improve.
Please provide feedback via our feedback page.
Our organisation at all levels is committed to exercising high levels of professionalism and integrity.
Key Performance Indicators
| Monthly Customer Service KPI | Target | |
|---|---|---|
| 1 | Answer telephone calls within 5 minutes. | 70% |
| 2 | Acknowledgement for all service complaints will be made within 3 days, with the matter resolved and a formal notification of the outcome provided to the taxpayer within 21 days | 100% |
| 3 | Approve duty refunds within 28 days upon receipt of all necessary information. | 100% |
| 4 | Payments of the First Home Owner Grant for eligible applicants are deposited into approved agents dedicated bank accounts within 24 hours, provided payment is requested by 1:00 pm (EST) on the previous day, and the Payment Eligibility date is less than 5 days away. | 100% |
| 5 | Payment of First Home Owner Grant to eligible applicants are made within 5 days after approval where applications are lodged direct to RevenueSA. | 100% |
| 6 | Refer Objections to the Crown Solicitor within 30 days of receipt of all necessary information. | 100% |
| 7 | Complete audits and investigations within 150 calendar days. | 65% |
| 8 | Approve corporate group exemption applications within 14 days upon receipt of all necessary information. | 100% |
| Yearly Customer Service KPI | Target | |
|---|---|---|
| 9 | Notice of Assessments (emergency services levy) issued during annual mass billing run (August 2020 to September 2020). | 90% |
| 10 | Notice of Assessments (land tax) issued during annual mass billing run (October 2020 to November 2020). | 90% |
| 11 | Customer satisfaction (measured yearly in the RevenueSA Customer Satisfaction Survey). | 85% |
Results
Survey Results
RevenueSA conducts customer satisfaction surveys designed to obtain feedback from taxpayers in the areas of general customer service, information provided and education channels.
Contact us
When contacting us please provide your details, including your taxpayer numbers if possible.
This could be your ownership number, assessment number, SA taxpayer number, or similar. You may need to provide your vehicle details (if about motor vehicle stamp duty), property details (if about property stamp duty or a housing grant) or other information to help us identify you and help with your query.
| Phone | (08) 8226 3750 |
|---|---|
| revenuesa@sa.gov.au | |
| Post | GPO Box 1353, Adelaide, SA 5001 |
You can reach us during business hours: 8:30am - 5:00pm (South Australian time), Monday to Friday (excluding public holidays).