ACT Revenue Office
ABN: 45096 207 205

Client Survey
TheACTRevenueOffice  (ACTRO)conducteda  surveyfrom  20October2015to  18December2015  aspartofitscommitment tomaintaining and improvingitscustomerserviceaswell asits website.

The survey wasavailableon theACTRO websiteand asa hardcopy atthe ACTRO Customer Services Counter. Regular clients at theACT Revenue OfficeCustomer Services Counter wereencouraged torespond. On thewebsitethe survey was announced asa News item on 20 October2015. Newsitemsweresenttoall RevenueOffice websitesubscribers.

Thesurvey wasalso advertisedon the:
Timetotalkwebsiteat http://www.timetotalk.act.gov.au;  and
ACTGovernment portalashottopic athttp://www.act.gov.au.

Therewere 78 onlineresponses for 2015compared to 75 online and 20 hardcopy for the 2014 survey.

Customerservice-levelofsatisfaction
Customer Service	Satisfied orverysatisfied	
	2014	2015	change	
Service quality	75%	50%	25%	
Accessibility of services	70%	40%	30%	
Servicetimein relationto  servicestandards	73%	51%	22%	
Fairness of treatment	78%	60%	18%	
Information andadviceis complete	73%	50%	23%	
Information andadviceisreliable	74%	58%	16%	
Information an advice is consistent	71%	60%	11%	
Informationandadviceisclear	69%	44%	25%	
Staffknowledge and competency	77%	63%	14%	
Staffhelpfulness	80%	66%	14%	
Information andadvicefulfilledyour  needs	70%	42%	28%	
Accountabilityandtransparency of decisionmaking	74%	44%	30%	

Website-levelofsatisfaction
Website	Agree orstrongly agree	
	2014	2015	change	
Most web pages useplain English and areeasy to understand	85%	58%	27%	
Formostwebpagesthe    languageusedissuitable (e.g.thereadingleveliseasy    tounderstand)	85%	74%	11%	
Thedetailed andtechnicalinformation providedin circulars issuitablefor yourneeds	75%	53%	22%	
RevenueOfficeformsare easyto understandand use	75%	47%	28%	
Theratespostal   addressupdateformisuseful	86%	63%	23%	
Thecalculatorsprovideestimatesofamountspayable.    The calculatorsareuseful	88%	69%	19%	
Navigation on thesiteissimpleand easy touse	75%	28%	47%	
The site map is simple and easy to use	75%	55%	20%	
Thesearch functionsfornewsand circularsare useful	69%	40%	29%	
Thesubscription serviceisuseful	82%	61%	21%	

POBox 293, Civic SquareACT 2608 | phone: 6207 0076 | www.revenue.act.gov.au
EntranceonLondonCircuit,CanberraNaraCentre, CnrLondonCircuit&   ConstitutionAvenue,CANBERRACITY

Customer service – level of satisfaction charts

 	

 

 	

Website - level of satisfaction