Page 4168 - Week 11 - Thursday, 21 September 2017

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Mr Barr: The answer to the member’s question is as follows:

1. During the annual billing period (July to September), the number of queries increase substantially and additional staffing resources are deployed in the Operations area of the ACT Revenue Office to meet this demand. Priority is given to telephone queries. Telephone queries are usually dealt with at the time a call is received. If all lines are busy, customers can leave a message and staff will respond the next day. Currently, the average response time to a letter or email is around 2 weeks. At other times of the year we would expect this to be a maximum of 4 business days.

2 & 3. As at 8 September 2017 the Operations area of the ACT Revenue Office had received 132 email and 16 letter queries that had not been responded to.

The following provides the number of tasks to be actioned in the Operations area of the ACT Revenue Office that were not completed as at 8 September 2017 by month received. This includes processing change of address notifications, establishing direct debit arrangements, raising and terminating land tax charges, processing pensioner rebates.

April 2017: 4

May 2017: 1

June 2017: 155

July 2017: 883

August 2017: 2097

The answers to questions (4), (5) and (6) are shown in the following tables.

Table 1: Objections and Appeals

Table 2: Objections Completed

Table 3: Appeals Completed

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