The following information provides performance results for measures in the performance measurement framework, summarised on the page linked below, that are not already included in this report’s sections on ‘Progressing our Strategic Intentions’, ‘Implementing the Government’s Priorities’, ‘Assessment of our Operations’ or ‘Organisational Health and Capability’. We have provided commentary for results that saw a material change in 2025.
A tax and social policy system delivering for New Zealanders today and future generations
Outcomes we’re aiming for
People receive their entitlements
Individual income tax assessment accuracy
In earlier years, automatic assessments were predominately for salary and wage customers. The desired outcome was their paying the right amount of tax during the year, resulting in an accurate i.e. low-value assessment. In recent years, customers with simple IR3 returns have been shifted to the automated process to simplify their income tax. A low-value assessment is a less relevant outcome for these customers.
| Year | Average refund | Average tax to pay |
|---|---|---|
| 2025 (provisional) | $466 | $786 |
| 2024 | $483 | $692 |
| 2023 | $445 | $547 |
| 2022 | $376 | $562 |
| 2021 | $354 | $471 |
For the 2025 tax year (as at 30 June 2025), 87% of customers had a credit assessment and 13% had a debit assessment.
GST refund accuracy
99.5% of GST refunds were not amended after the initial refund. The result has remained consistently high over the last 5 years.
Impacts we want to make
It’s easy for customers to do what they need to do
Customer interactions
Digital services enable customers to do as much for themselves as possible in a way and at a time that suits them. Millions of straightforward transactions happen with no intervention by us, providing customers with certainty sooner.
388 million unassisted interactions:
- Gateway interactions
- myIR
- IR website
- Gateway returns filed
3.4 million assisted interactions:
- Calls
- Correspondence
- Front of house
There was a 7% increase in unassisted transactions from 2023–24, including a 4% increase in returns filed through gateway services. There was a small 1% decrease in assisted transactions from 2023–24.
Donation claim submissions sent digitally
Customers can submit their donation receipts in myIR at any time during the year or they can send us paper records. At the end of the tax year, we pay out refunds for approved submissions.
| Year | Percentage |
|---|---|
| 2025 | 92.7% |
| 2024 | 89.2% |
| 2023 | 85.6% |
| 2022 | 87.8% |
| 2021 | 84.0% |
This year’s result is 3.5 percentage points higher than 2023–24 and 8.7 points higher than 2020–21, demonstrating the ongoing shift by customers to digital channels.
Returns processed straight–through
Tax returns processed without the need for further system actions or any staff intervention reduces effort for customers and us.
| Year | Employer information returns | GST returns | Income tax returns |
|---|---|---|---|
| 2025 | 73.8% | 96.6% | 79.3% |
| 2024 | 61.2% | 95.3% | 78.4% |
| 2023 | 26.9% | 95.1% | 75.3% |
| 2022 | 27.6% | 94.8% | 64.0% |
We continue to see high results for GST returns and improving results for employer information and income tax returns.
Note: In error, results reported in the 2024 Annual Report did not include some additional return versions. Results for 2023–24 and prior years have been restated to correct the results. The impact was predominately seen in employer information returns and non-individual income tax returns.
Self-service repayment plans
IR provides options for customers who get into debt, including paying off what they owe in instalments. Customers can also set up repayment plans before the due date. Customers can set up repayment plans themselves in myIR.
| Year | Percentage |
|---|---|
| 2025 | 40.5% |
| 2024 | 40.6% |
| 2023 | 35.6% |
| 2022 | 38.3% |
| 2021 | 41.4% |
Results for 2024–25 remain steady. Plans set up by customers are more successful, see the following results.
Customers want to comply and have the knowledge and understanding to do so
Repayment plan success
We provide options for customers who get into debt, including paying off what they owe in instalments, minimising the costs they incur by paying late. Customers can set up repayment plans themselves, or we can set them up for them.
| Year | Overall success | Self-service success |
|---|---|---|
| 2025 | 59.3% | 64.8% |
| 2024 | 62.5% | 67.4% |
| 2023 | 63.6% | 70.4% |
| 2022 | 69.7% | 73.2% |
| 2021 | 64.4% | 69.5% |
While 21,000 more customers set up repayment plans this year, fewer customers adhered to their plans reflecting economic conditions impacting customers. These plans covered $5.0 billion in debt compared to $4.3 billion last year. Of this, $532 million has already been paid in full.
Most customers do the right thing voluntarily and there are consequences for those who choose not to
Estimated future value from our compliance interventions
Some interventions result in assurance that future revenue will be returned correctly through changes in customer behaviour and an increased understanding of their obligations. We’ve estimated the additional revenue assured at $67 million for the next 3 years.
Collectable debt to total debt
The ratio of overdue collectable tax and entitlements debt to total overdue tax and entitlements debt for 2024–25 is 63.7%. Due to the changes in debt definitions, results for prior years are not comparable.