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 to September). | 90% |
10 | Notice of Assessments (land tax) issued during annual mass billing run (October to November). | 90% |
11 | Customer satisfaction (measured yearly in the RevenueSA Customer Satisfaction Survey). | 85% |
Results
View 2023-24 KPI Results (PDF 256 KB)
View 2022-23 KPI Results (PDF 257 KB)
View 2021-22 KPI Results (PDF 261 KB)
View 2020-21 KPI results (PDF 264 KB)
View 2019-20 KPI results (PDF 374 KB)
View 2018-19 KPI results (PDF 374 KB)
View 2017-18 KPI results (PDF 361 KB)
View 2016-17 KPI results (PDF 376 KB)