Commissioner's Foreword

Portrait of Paul Broderick, Commissioner of State Revenue

This annual review has been presented in a more friendly format for 2013-14 to enable easier and simpler access to information about the SRO, its customers, its performance and the revenue we collect. We hope you like the new cleaner layout!

During 2013-14, the SRO was responsible for the collection of over $13.2bn in revenue. This comprised $5.48bn in payroll tax, $5.24bn in duties and $1.66bn in land tax. This compares to $11.3bn last year. During the year there was a strong focus on compliance investigations to ensure that taxpayers were paying the correct amount of tax. This brought in just over $300m from 10,573 investigations. Not only does the SRO follow-up on non-compliance, it also tries to educate taxpayers and potential taxpayers as to their obligations. Last year we ran 93 webinars for 2500 participants as well as 25 normal face-to-face seminars. In addition we provided 20 self-help videos on our website to help guide people as to their tax obligations. The website was also a great source of information for the public with over 15 million views.

The SRO met all of its performance obligations during the year as well, with 81% of calls being answered within 1 minute and 97.3 per cent of correspondence being responded to within 21 days. Overall customer satisfaction was a terrific 92%. The SRO also won a prestigious award for government call centre of the year.

In terms of the more tax technical aspects of our work, we managed to exceed our target of 80 per cent of objections completed within 90 days achieving a figure of 86 per cent as well as completing 81 per cent of private rulings within the designated time of 90 days. In addition we managed to settle over two thirds of the 117 legal referrals we received during the year. Of the matters that did proceed to court the SRO won about three quarters of them which is an excellent result which continues to protect the revenue base. We also smoothly implemented the government's legislative agenda which included three major pieces of legislation.

We continued our strong focus on technology by implementing new Duties Online transactions which increased DOL take-up rates to nearly 90 per cent. We also continued to rebuild the core revenue management system while making major advances in the use of business intelligence and other technologies to assist customers and to make the SRO more efficient. For its efforts, the IT Branch won a government ICT digital capability award.

All of these achievements could not have been possible without the strong commitment of our staff who have worked hard to provide very high standard revenue management services to the government and all our customers. It is particularly pleasing to note that we had no compensable injuries to staff for the second year running. We also had no staff grievances and comparable low turnover with the average length of service just over 10 years.

2013-14 has been a very good year for the SRO and I would particularly like to thank the senior executive team for their support in making this all happen.

In 2014-15 we expect to extend online lodgement to all land transfer duties transactions, integrate with the new national electronic conveyance network Property Exchange Australia (PEXA), ramp up our compliance efforts once more and look at ways in which the SRO can contribute to more effective revenue collection across Victoria.