Statement of Expectations and Response

Expectations of Us

The Victorian Treasurer has identified key areas where we can make improvements that will, amongst other things, reduce cost impacts on business. In his Statement of Expectations for 2014-16 and beyond, these are:

  • Reducing the number of land tax amendment requests as a proportion of total land tax assessments by 5 per cent,
  • Reducing processing time by 21 days for three types of duties transactions:
  • late duties lodgements
  • unrelated sub-sale with off-the-plan concessions
  • transfer to super fund exemption
  • Improving the task completion score for our website to 2.1, and
  • Reducing calls relating to DOL password resets by 80 per cent

In addition, the Treasurer expects the SRO to:

  • Continue to use appropriate forums to advocate for payroll tax harmonisation (including legislative harmony and administrative consistency) across all states and territories, and
  • Continue to monitor public awareness and understanding of key areas of taxation administration to identify poor understanding among taxpayers, and use a range of media to deliver timely, accurate and accessible information and advice

Meeting these challenges will help us to become an even better organisation committed to delivering outstanding customer service, meaningful innovation and efficiency gains.

 

Response to the Treasurer’s Statement of Expectations

We responded to the Treasurer advising the performance targets were consistent with our mission and commitment to all Victorians.

Read the Commissioner’s response to the Statement of Expectations for 2014-16.

As stated in the response, the Commissioner has committed to identify the activities that will be undertaken to achieve these performance targets, and the following provides a summary of the activities that will be undertaken, with our intent being to achieve and surpass these performance targets by 30 June 2016 or earlier.

 

Reduce the number of land tax amendment requests as a proportion of total land tax assessments by 5 per cent

We are developing an improved land tax system to engage with customers prior to the land tax assessment issue cycle. It will provide more self-service capability.

 

Reduce processing time by 21 days for three types of duty transactions

We will reduce processing times for these transactions by enabling Duties Online to process in real time.

 

Improve the task completion score for the SRO website to 2.1

In 2013-14, we engaged an expert consultancy to conduct a usability study of our website. We intend to use the findings and recommendations from the study to re-design and re-build our website in 2014-15.

 

Reduce calls relating to Duties Online password resets by 80 per cent

We will enhance the self-service function so customers can electronically reset forgotten passwords securely without needing to call for assistance.

 

Continue to use appropriate forums to advocate for payroll tax harmonisation

We will continue to work closely with our counterparts through existing inter-jurisdictional groups to promote payroll tax harmonisation across all states and territories. In particular, we will:

  • Advocate for legislative harmony through the tax law committee,
  • Publish harmonised revenue rulings through the payroll tax harmonisation revenue rulings sub-committee,
  • Deliver  harmonised payroll tax webinars, videos and staff training as well as maintain the payroll tax website at www.payrolltax.gov.au through the training and customer education committee,
  • Identify better practices, share information and explore opportunities to harmonise administration across jurisdictions through the commissioners’ business practices committee, and
  • Deliver consistent outcomes for national employers by conducting joint audits and engaging in consultation and information sharing in determining private rulings and objections

 

Continue to monitor public awareness and understanding of key areas of taxation administration

We will continue our commitment to a customer education program tailored to meet the specific and changing needs of our customers (and their representatives). This includes initiatives to:

  • Deliver online videos addressing the questions our customers most frequently ask us,
  • Work with the professional groups and firms that engage our customers to better understand our customer base and provide relevant and timely information to our customers, and
  • Use our data to identify risk areas and deliver products and tailored education activities to assist our customers meet their obligations