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


Heading Easy to deal with

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

Heading Listening to you

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.

Heading Fair in our actions

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.

Heading Dealing with us

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.

Heading Help us improve

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 Performance

  • Our organisation at all levels is committed to exercising high levels of professionalism and integrity.

    Key Performance Indicators

     Monthly Customer Service KPITarget
    1Answer telephone calls within 5 minutes.70%
    2Acknowledgement 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 days100%
    3Approve duty refunds within 28 days upon receipt of all necessary information.100%
    4Payments 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%
    5Payment of First Home Owner Grant to eligible applicants are made within 5 days after approval where applications are lodged direct to RevenueSA.100%
    6Refer Objections to the Crown Solicitor within 30 days of receipt of all necessary information.100%
    7Complete audits and investigations within 150 calendar days.65%
    8Approve corporate group exemption applications within 14 days upon receipt of all necessary information.100%
     Yearly Customer Service KPITarget
    9Notice of Assessments (emergency services levy) issued during annual mass billing run (August 2020 to September 2020).90%
    10Notice of Assessments (land tax) issued during annual mass billing run (October 2020 to November 2020).90%
    11Customer satisfaction (measured yearly in the RevenueSA Customer Satisfaction Survey).85%

    Results

    View 2020-21 KPI results

    View 2019-20 KPI results

    View 2018-19 KPI results

    View 2017-18 KPI results

    View 2016-17 KPI results

  • Survey Results

    RevenueSA conducts and annual survey designed to obtain feedback from taxpayers in the areas of general customer service, information provided and education channels.

    View the results of the latest survey.

    View the results of surveys since 2008

  • Contact us