This category is limited to the provision of services to help Ministers fulfil their responsibilities (other than policy decision making) to Parliament and the New Zealand public, to provide information and assistance to customers about their obligations and entitlements, and to engage, advise and support other international tax agencies.
| Budgeted to spend | Spent | Achieved |
|---|---|---|
| $321.8 million | $320.0 million | 6 out of 6 measures |
How we performed
IR continued to focus on supporting customers with their tax and social policy needs, providing certainty and clarity and prioritising the resolution of queries for customers who are likely to have the greatest need. Our voice and correspondence channels are managed together to deliver the best customer outcomes. Although FamilyBoost was introduced during the year, customer demand volumes remained the same as last year, with 3.68 million interactions.
In 2024–25, we:
- received 2.0 million calls
- received 1.5 million correspondence items
- received 181,000 front-of-house visits
- provided 194 private and short process rulings and public rulings/guidance items.
Performance measure results
This year, we achieved 6 out of 6 targets, an improvement on 2023–24 when we achieved 4 out of 5 targets.
| Performance measure | 2023–24 actual | 2024–25 target | 2024–25 actual | 2025–26 target |
|---|---|---|---|---|
| Percentage of customers who agree they found it easy to get the information they needed | 72% | 70% | 74% (achieved) | 70% |
| Performance is measured using a sample of the customer population from our Customer Experience and Perceptions Survey. The survey asks customers to rate their experiences on a 7-point scale. Results represent customers who gave a score of 5 or more. More information on the survey is provided on page Disclosure of judgements. | ||||
| Average speed to answer telephone calls | 4 minutes 18 seconds | 4 minutes 30 seconds or less | 3 minutes 0 seconds (achieved) | 4 minutes 30 seconds or less |
| This is a standard call centre metric. Of the calls that are answered, it measures the average time between when calls enter a queue and when they are answered by one of our customer service specialists. It does not include calls abandoned by the customer or those not progressed into a queue through call management. There has been an increase in resourcing for voice work, which contributed to the improved result. | ||||
| Percentage of calls answered | New measure | 60% | 74.5% (achieved) | 60% |
| This is a standard call centre metric. For all calls that are attempted, it measures the percentage of customer call attempts that connect with one of our customer service specialists. Connection to a specialist may be through a customer waiting on the phone in the voice queue, or through a voicemail or callback. Calls that are abandoned by the customer or not progressed into a queue through call management, together with answered calls, are considered as being attempted. Strong performance results for 2024–25 reflect our increased focus and resource prioritisation to support customer enquiries. This allowed us to answer more calls (1.5 million in 2024–2025 compared with 1.4 million in 2023–24). |
||||
| Percentage of correspondence completed within 10 working days | 65.1% | 70% | 77.9% (achieved) | 70% |
| This measure looks at how many correspondence items (paper or electronic) are completed within 10 working days of being received compared with the total number of items completed. | ||||
| Percentage of rulings reports, adjudication reports and public items that meet the applicable purpose, logic, alternatives, consultation, and practicality standards | 100% | 100% | 100% (achieved) | 100% |
| This quality-focused measure is based on a review of a random sample of reports for each report type (rulings reports, adjudication reports and public items) by a senior staff member who was not involved in the item. See pages for information on our private rulings service, providing certainty for customers on specific tax positions and giving our interpretation on how the law applies in specific circumstances. Tax and payments this year Active stewardship |
||||
| Percentage of public items, adjudication cases, taxpayer rulings and short process rulings completed within agreed timeframes. |
97.5% | 90% | 96.9% (achieved) | 90% |
The timeliness measure looks at how many of the items below met the timeframes specified compared with the total number of items:
|
||||
All targets are unaudited.
What it cost
| Revenue | Actual 2024 ($000) | Actual 2025 ($000) | Unaudited revised budget 2025 ($000) | Unaudited budget 2025 ($000) | Unaudited forecast 2026 ($000) |
|---|---|---|---|---|---|
| Revenue from the Crown | $335,634 | $320,725 | $320,725 | $314,597 | $319,050 |
| Other revenue | $839 | $1,003 | $1,045 | $1,045 | $1,045 |
| Total revenue | $336,473 | $321,728 | $321,770 | $315,642 | $320,095 |
| Total expenses | $326,456 | $319,866 | $321,770 | $315,642 | $320,095 |
| Net surplus/(deficit) | $10,017 | $1,762 | – | – | – |
Last updated:
25 Nov 2025