Service standards and timeframes

Our service standards outline our commitment to our clients, to provide quality and timely service.

We aim to have your matter finalised within the timeframes below. Note that:

• these timeframes apply from the date we receive all the necessary information
• working days do not include weekends or public holidays.

We action matters in order of date received. If you provide us with all the necessary information, we can process your documents without delays.

We will consider urgently assessing your documents if you explain your circumstances in a covering letter or email at the time you lodge documents. If a lodged matter has passed the timelines below, or has since become time sensitive, you can:

• contact the QRO officer who is looking after your matter (if known)
  or
• send an email using the online form to request urgent attention.

Even though we cannot guarantee an urgent assessment, we will try to prioritise these matters where possible. This can depend on the number of lodgements awaiting assessment.

General

Service	Timeframe
Phone calls	80% answered within 2 minutes
Emails and other online enquiries	10 working days to action (complex enquiries may take longer)
Complaints	30 working days to respond
Charitable institution registration applications	30 working days to process
Objections under the Taxation Administration Act 2001	90 working days to determine (complex matters may take longer)

Duties

Service	Timeframe
Standard assessments	10 working days to action
Self assessor registration applications	10 working days to process
Complex assessments, including: corporate reconstruction landholders mining interests partnerships trusts	30 working days to action
Additional foreign acquirer duty (AFAD) ex gratia relief or exemptions for property developers—original applications	60 working days to process
AFAD ex gratia relief or exemptions for property developers—streamlined approvals or entity pre-approvals	30 working days to process
Corporate reconstruction ruling applications	30 working days to process
Private ruling applications	30 working days to process

Payroll tax

Service	Timeframe
Registration applications	20 working days to process
Applications for exclusion from a group	60–180 working days to process

Betting tax

Service	Timeframe
Registration applications	10 working days to process

Land tax

Service	Timeframe
Clearance certificate—online applications via a third-party provider	Processed: immediately if all required information is available within 10 working days if referred to QRO.
Clearance certificate—email applications	10 working days to process
Foreign surcharge ex gratia relief or exemptions—original applications	60 working days to process
Foreign surcharge ex gratia relief or exemptions—renewal applications or entity pre-approvals	30 working days to process

Grants

Service	Timeframe
First home owner grant applications	10 working days to process

SPER

Service	Timeframe
Enforcement order cancellation applications	20 working days to process

Fines

Service	Timeframe
Fine transfers (i.e. nominate another driver)	20 working days to process (complex matters may take longer)

Also consider…

• Read our client charter.
• Learn about payments, refunds and fees.
• See how to give us feedback.