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Auditor-General Report No. 22 of 1996–97
Client Service
Published
Friday 13 December 1996
Portfolio
Treasury
Entity
Australian Taxation Office
Sector
Taxation
Treasury
The objective of the audit was to assess the Australian Taxation Office's approach to client service and the provision of particular client services to Individuals Non-Business clients. The INB business line deals primarily with the tax affairs of individual taxpayers. Audit criteria were developed which examined the ATO's:
- commitment to client service and understanding of client needs and expectations;
- client service strategy and delivery of client services and products; and
- measurement and achievement of service quality and client satisfaction.