Trust and tax morale
63% (performance improved) of customers have trust in us.
- 2024: 61%
- 2023: 57%
- 2022: 60%
- 2021: 64%
60% (performance saw minimal change) of customers felt good about paying tax.
- 2024: 60%
- 2023: 58%
- 2022: 58%
- 2021: 63%
66% (performance saw minimal change) of customers felt we help people who are trying to get things right.
- 2024: 65%
- 2023: 60%
- 2022: 61%
- 2021: 64%
83% (performance improved) of customers felt that if someone tries to avoid paying the right amount, they will get into trouble.
- 2024: 80%
- 2023: 79%
- 2022: 79%
- 2021: 81%
Satisfaction and ease
74% (performance improved) of customers were satisfied with their last interaction.
- 2024: 70%
- 2023: 69%
- 2022: 70%
- 2021: 73%
69% (performance improved) of customers found it easy to deal with us.
- 2024: 66%
- 2023: 65%
- 2022: 65%
- 2021: 67%
Customer voice
"Your call centre person recently helped me with queries regarding paid parental leave and Working for Families, and I was thoroughly impressed by her professionalism, patience and deep knowledge. She answered all my questions clearly, made complex information easy to understand and went above and beyond to ensure I felt supported.”
Confidence and understanding
83% (performance saw minimal change) of customers felt confident that they were doing the right thing.
- 2024: 83%
- 2023: 82%
- 2022: 82%
- 2021: 83%
79% (performance improved) of customers knew what they needed to do next.
- 2024: 77%
- 2023: 76%
- 2022: 77%
- 2021: 79%
Customer voice
"Your customer service officer went out of her way to walk me through my error and was very clear in her communication. She showed me how to not make the same error in the future.”