Skip to main content

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

Customer understanding and confidence

We use 2 questions in our Customer Experience and Perceptions Survey to measure customers’ understanding and confidence. Results reflect scores of 5 or more, where 1 means 'strongly disagree' and 7 means 'strongly agree'.

82% of customers felt confident they were doing the right thing this year.

Statements and scores from the Customer Experience and Perceptions Survey.
Customers' understanding and confidence 2020 2021 2022 2023
Customers knew what they needed to do next 75% 79% 77% 76%
Customers felt confident that they were doing the right thing 81% 83% 82% 82% 

This year, there was a small decrease in customer perceptions about knowing what to do next and no change for customers feeling confident about doing the right thing. This tells us that we’re continuing to effectively support our customers to get it right from the start and they’re familiar with what they need to do.

Note: In previous annual reports results reported included neutral responses, ratings of 4 to 7 on a 7-point scale. Results in this report for 2020 to 2022 have been adjusted to exclude neutral responses to provide consistent criteria to 2023 results.

Instalment arrangement success

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 customers. This year, 63.6% of customers adhered to their instalment arrangement.

Percentage of customers adhering to instalment arrangements between 2018 and 2023.
Year Self-service customers who adhered to their instalment arrangement Overall customers who adhered to their instalment arrangement
2018 81.7% 62.1%
2019 82.3% 63.7%
2020 86.3% 67.9%
2021 69.5% 64.4%
2022 73.2% 69.7%
2023 70.4% 63.6%

While 19,000 more customers set up an instalment plan this year, fewer customers adhered to their instalment arrangements, dropping 6 percentage points from 2022. These arrangements covered $3.4 billion in debt, compared with $3.7 billion last year. Of this, $398 million has already been paid in full. Customers who set up arrangements in myIR are more likely to stick to the arrangement.

Last updated: 18 Dec 2023
Jump back to the top of the page