We are responsible for making sure people receive their payments in a timely manner, so they can participate in society.
Tax refunds paid to customers on time
Income tax refunds issued
This indicator looks at the time taken to issue income tax refunds to customers once a return is received, ensuring that they receive the payments they’re entitled to.
- 85.9% of income tax disbursements were issued within 5 weeks.
| Year | Percentage of income tax disbursements issued within timeframe |
|---|---|
| Timeliness measured within 6 weeks | |
| 2017 | 88.9% |
| 2018 | 89.7% |
| 2019 | 89.7% |
| Timeliness measured within 5 weeks | |
| 2020 | 86.2% |
| 2021 | 85.9% |
Results have remained steady over the last 5 years. This is also an output measured in the Our Services section. We exceeded the output target of 85%.
GST refunds issued
This indicator looks at the time taken to issue GST refunds to customers, ensuring that people receive the payments they’re entitled to.
- 97.1% of GST disbursements were issued within 4 weeks.
| Year | Percentage of GST disbursements issued within 4 weeks |
|---|---|
| 2017 | 95.3% |
| 2018 | 96.6% |
| 2019 | 96.1% |
| 2020 | 96.5% |
| 2021 | 97.1% |
Results have been steadily improving over the last 5 years. This is also an output measure in the Our Services section. We exceeded the output target of 95%.
Percentage of social policy payments made to customers on time
The following 3 indicators look at the timeliness of social policy payments. Results across all three indicators have remained steady over the last 5 years.
Child support assessments
- 72.5% of child support assessments were paid on time.
| Year | Percentage of child support assessments paid on time |
|---|---|
| 2017 | 69.0% |
| 2018 | 69.6% |
| 2019 | 69.8% |
| 2020 | 70.0% |
| 2021 | 72.5% |
This indicator is also an output measure in the Our Services section. We exceeded the output target of 70%.
Paid parental leave payments
- 99.2% of paid parental leave payments were issued to customers on the first pay day following the agreed date of entitlement.
| Year | Percentage of paid parental leave payments issued on the first pay day following agreed date of entitlement |
|---|---|
| 2017 | 98.7% |
| 2018 | 99.8% |
| 2019 | 99.5% |
| 2020 | 99.4% |
| 2021 | 99.2% |
This indicator is also an output measure in the Our Services section. We exceeded the output target of 97%.
Working for Families Tax Credit payments
- 99.8% of Working for Families Tax Credit payments were made on the first regular payment date following an application.
| Year | Percentage of Working for Families Tax Credit payments made on the first regular payment date following application |
|---|---|
| 2017 | 99.1% |
| 2018 | 99.5% |
| 2019 | 96.3% |
| 2020 | 99.3% |
| 2021 | 99.8% |
This indicator is also an output measure in the Our Services section. We exceeded the output target of 95%.
Percentage of tax refunds which are accurate
Income tax refund accuracy
One of our case studies looks at how automatic income tax assessments for individuals are making tax simpler for New Zealanders, by optimising the use of data that we hold. With more detailed and timely reporting of employment and investment income, we expect to see the value of end-of-year income tax refunds reduce over time.
Year 3 of automatically issued income tax assessments
GST refund accuracy
- 98.7% of GST refunds had no amendment after the initial refund.
| Year | Percentage of GST refunds that had no amendment after the initial refund |
|---|---|
| 2018 | 98.1% |
| 2019 | 98.8% |
| 2020 | 98.3% |
| 2021 | 98.7% |
The accuracy of GST refunds increased marginally in 2021 and has remained at a high level over the last 4 years.
Percentage of social policy payments which are accurate
Working for Families payment accuracy
This indicator looks at whether Working for Families Tax Credit (WfFTC) customers received the amounts they‘re entitled to, to support their families. Our aim is to improve the accuracy of WfFTC payments over time, using information from employers to pick up changes in customers’ income and make timely adjustments. The accuracy of payments also relies on customers providing timely updates on any changes to their circumstances.
| Customers with a Working for Families debit or payment | 2020 | 2021 |
|---|---|---|
| Debit greater than $5,000 | 1,700 | 2,000 |
| Debit between $1,000 and $5,000 | 11,500 | 12,700 |
| Debit between $400 and $1,000 | 7,900 | 8,600 |
| Debit between $200 and $400 | 4,700 | 5,200 |
| Debit between $50 and $200 | 6,400 | 6,200 |
| Debit between 0 and $50 | 6,100 | 5,100 |
| Credit between 0 and $50 | 15,800 | 25,300 |
| Credit between $50 and $200 | 12,100 | 8,900 |
| Credit between $200 and $400 | 8,700 | 8,600 |
| Credit between $400 and $1,000 | 17,600 | 16,000 |
| Credit between $1,000 and $5,000 | 27,800 | 26,600 |
| Credit greater than $5,000 | 7,500 | 6,800 |
Results for the 2021 tax year are mixed. On a positive note, 60% more WfFTC customers had a nil or small credit assessment compared to 2020, indicating that more customers are getting close to their entitlement during the year. The high number of customers with larger credit assessments reflects customers who have opted to receive their entitlement as a lump sum.
There was a small (4.3%) increase in the number of customers who had a debit assessment in 2021. Several factors contributed to this result, such as the impact of COVID-19 on employment and income stability for some customers and changes in family circumstances. Also, a number of entitlements were estimated incorrectly for some customers with multiple employers, and where the employer had not provided key information to us. We’re working to prevent this situation from happening again.
Note, results are as at 30 June 2021 and include customers who received an end-of-year square-up for their Working for Families entitlement through the automatic assessment process. Results do not include square-up results for customers who are required to file an IR3 return.