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.
| 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.
| 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.