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Budget 2024: The Government has announced FamilyBoost, a proposed new childcare payment to help eligible families with the rising costs of Early Childhood Education (ECE). Find out more:

We define our customer capability as the ability of customers to meet their obligations and access their entitlements. It includes them knowing the rules that apply to them, having access to tools and assistance and understanding what they need to do.

We use 2 questions in our Customer Experience and Perceptions Survey to measure customers' knowledge and confidence. This survey asks customers to rate their responses on a 7-point scale. Results represent customers who gave a score of 4 or more.

  • 90% of customers felt confident they are doing the right thing.
Statements and scores from the Customer Experience and Perceptions Survey.
Statement 2020 2021 2022
Customers knew what they needed to do next 84% 87% 85%
Customers felt confident that they were doing the right thing 90% 91% 90%

This year, customer perceptions about knowing what to do and feeling confident about doing the right thing remained stable. This tells us that we're effectively supporting our customers to get it right from the start, and they're becoming familiar with what they need to do.

Notes: Results for 2021 have been updated from those reported in the 2021 Annual Report to reflect weighting recalculations.

We provide options for customers who get into debt, including paying off what they owe in instalments while they get back on track, minimising the costs they incur by paying late. Customers can set up instalment arrangements themselves, or we can set them up for them.

  • 69.7% of customers adhered to their instalment arrangement.
Percentage of customers adhering to instalment arrangements between 2018 and 2022.
Year 2018 2019 2020 2021 2022
Overall 62.1% 63.7% 67.9% 64.4% 69.7%
Self-service 81.7% 82.3% 86.3% 69.5% 73.2%

More customers adhered to their instalment arrangement in 2021-22, increasing from 64.4% in 2020-21 to 69.7% in 2021-22. This year, approximately 120,000 customers set up a plan to pay their tax covering $2.38 billion in debt. Of this, $491 million has already been paid in full. Customers who set up arrangements in myIR have higher adherence levels.

Last updated: 20 Sep 2022
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