ACT Revenue Office
ABN: 45 096 207 205

Client Survey
The ACT Revenue Office (ACTRO) conducted a survey from 17 October 2013 to 16 December 2013 as part of its commitment to maintaining and improving its customer service as well as its website.

The survey was available on the ACTRO website and as a hard copy at the ACTRO Customer Services Counter. Regular clients at the ACT Revenue Office Customer Services Counter were encouraged to respond. On the website the survey was announced as a News item on 17 October 2013. Another news item on 4 December 2013 reminded clients about the survey. Both News items were sent to all Revenue Office website subscribers.

The survey was also advertised on the:
Time to talk website at http://www.timetotalk.act.gov.au; and
ACT Government portal as a hot topic at http://www.act.gov.au.

There were 65 online responses and 7 hardcopy responses for 2013 compared to 56 and 22 for the 2012 survey.

Customer service - level of satisfaction
CustomerService	Satisfied or very satisfied	
	2012	2013	change	
Servicequality	46%	69%	23%	
Accessibility of services	47%	77%	30%	
Service time in relation to service standards	45%	76%	31%	
Fairness of treatment	59%	77%	18%	
Information and advice is complete	Not asked	74%	N/a	
Information and advice is reliable	54%	82%	28%	
Information and advice is consistent	56%	74%	18%	
Information and advice is clear	47%	78%	31%	
Staff knowledge and competency	63%	79%	16%	
Staffhelpfulness	56%	84%	28%	
Information and advice fulfilled your needs	Not asked	78%	N/a	
Accountability and transparency of decision making	50%	71%	21%	

Website - level of satisfaction
Website	Agree or strongly agree	
	2012	2013	change	
Most web pages use plain English and are easy to understand	74%	88%	14%	
For most web pages the language used is suitable (e.g. the reading level is easy to understand)	80%	92%	12%	
The detailed and technical information provided in circulars is suitable for your needs	77%	85%	8%	
Revenue Office forms are easy to understand and use	71%	79%	8%	
The rates postal address update form is useful	86%	87%	1%	
The calculators provide estimates of amounts payable. The calculators are useful	88%	93%	5%	
Navigation on the site is simple and easy to use	81%	74%	-7%	
The site map is simple and easy to use	67%	75%	12%	
The search functions for news and circulars are useful	71%	85%	14%	
The subscription service is useful	89%	85%	-4%	

PO Box 293, Civic Square ACT 2608 | phone: 6207 0076 | www.revenue.act.gov.au
Entrance on London Circuit, Canberra Nara Centre,
Cnr London Circuit & Constitution Avenue, CANBERRA CITY

Customer service – level of satisfaction charts

Website - level of satisfaction