Service Standards and Complaints
The ACT Revenue Office is responsible for the administration of ACT tax laws. We also manage the assessment and collection of ACT taxes, as well as administering the First Home Owner Grant.
We are obliged to ensure that taxpayers fully comply with ACT tax laws and to collect outstanding tax debts.
To ensure that complying with ACT tax laws is as clear and simple as possible, we will try to provide you with a reliable level of service, together with advice and information on which you can rely. Our relationship with you is important to us so we have developed a Service Charter that sets out your rights, responsibilities and obligations.
Following are the Service Standards that we will endeavour to provide as part of our responsibilities and obligations under the Service Charter.
We will commit to continually improving the quality and efficiency of our taxation services through published standards.
The following standards will be reviewed regularly and we will monitor our performance against them annually.
- Return telephone calls within 1 working day.
- Action written correspondence within 28 calendar days (where all necessary information has been provided or is available).
- Acknowledge written complaints in writing within 14 working days.
- Respond to written complaints in writing within 28 working days.
- Review our Service Charter every three years.
- Review our public documents annually.
You can provide feedback on our service quality using our Online feedback form.
If you are not satisfied with the services that we are providing, we recommend that you first contact the Revenue officer with whom you have been dealing and attempt to resolve the matter.
If you are not satisfied with the outcome of your discussion with the Revenue officer, you can ask to talk to the office manager. If you are still not satisfied with the way the matter is being handled, you can lodge a complaint in writing using our Online feedback form.
Your complaint should set out all relevant details including dates of correspondence, details of telephone conversations, names of officers involved and the treatment you received.
Your complaint will be referred to a senior officer in the Revenue Office.
The above complaints process is separate from other rights you may have under ACT legislation. See Your rights.