On this page
Our service charter explains our commitments to the standard of service you can expect from us, and your rights and responsibilities.
Working together
The revenue, levies and grants we administer are vital to the South Australian economy. By meeting your responsibilities, you help support the State’s revenue system. In turn, we are committed to making it easy for you to interact with us by providing quality services, clear information and practical support.
Our service commitment
Easy to deal with
We will:
- Make it easy for you to interact with us
- Treat you with respect, courtesy and professionalism
- Help you to understand and meet your obligations on time
- Provide clear, accurate and up-to-date information in plain English
- Publish guidance to help you understand more complex matters, including Guides to Legislation, Information Circulars, Revenue Rulings or Stamp Duty Document Guides
- Ensure our website is accessible and user-friendly
- Respond to you in a timely manner
- Act ethically and with integrity at all times
- Give reasonable notice before commencing any audit or debt management activity.
Listening to you and acting fairly
We will:
- Help you if you have a question or concern and provide options for dispute resolution
- Ensure all assessments are made in accordance with the law
- Apply the law consistently and fairly
- Remit any penalties or interest where delays are caused by us
- Explain our decisions and your rights in relation to those decisions
- Respond appropriately where you may be experiencing vulnerability, in line with our Vulnerability Framework
- Be responsive to individual, cultural and special needs
- Treat you as honest unless your actions indicate otherwise.
When you deal with us
You can expect that we will:
- Respect your privacy and confidentiality, and protect your information
- Only request information that is relevant and necessary to make assessments in accordance with the law
- Provide adequate time for you to respond to requests
- Keep you informed about the progress of your matter and expected timeframes
- Acknowledge our mistakes and correct them promptly
- Improve our services, within our capacity, based on your feedback.
We expect that you will:
- Be truthful, cooperative, respectful and courteous
- Tell us of any change to your circumstance (such as your address or personal details) that may affect your taxation liability or grant eligibility
- Let us know if you have, or think you may have, made a mistake that may affect your taxation liability or grant eligibility
- Keep factually accurate and complete records so your liability can be assessed
- Lodge any returns, payments or documents by the due date.
Help us improve
Your feedback helps us improve our services.
We value hearing from you when our service meets, exceeds, or does not meet your expectations.
If you have a suggestion on how we can improve our service or feedback on your experience, you can tell us via our feedback and complaints page.
Our performance
We are committed to delivering professional, fair and timely services. To support transparency and accountability, we measure our performance against service standards and regularly seek feedback from our customers.
Select from the drop down panels below to find information about more about how we measure our performance and how we are tracking against those measures.
RevenueSA conducts a Customer Satisfaction Survey every two years to understand how well we are meeting your needs and identify opportunities for improvement.
Surveys focus on areas such as customer service, the clarity of information we provide and our education channels.
The Customer Satisfaction Survey is currently closed.
You do not need to wait for a survey to provide feedback. Feedback can be provided at any time via our feedback and complaints page.
Survey Results
Our key performance indicators (KPIs) measure how well we deliver services that matter most to our customers, including timeliness, responsiveness and fairness.
Key Performance Indicators
| Monthly Customer Service KPI | Target | |
|---|---|---|
| 1 | Answer telephone calls within 5 minutes. | 70% |
| 2 | Acknowledgement for all service complaints will be made within 3 days, with the matter resolved and a formal notification of the outcome provided to the taxpayer within 21 days | 100% |
| 3 | Approve duty refunds within 28 days upon receipt of all necessary information. | 100% |
| 4 | Payments of the First Home Owner Grant for eligible applicants are deposited into approved agents dedicated bank accounts within 24 hours, provided payment is requested by 1:00 pm (EST) on the previous day, and the Payment Eligibility date is less than 5 days away. | 100% |
| 5 | Payment of First Home Owner Grant to eligible applicants are made within 5 days after approval where applications are lodged direct to RevenueSA. | 100% |
| 6 | Refer Objections to the Crown Solicitor within 30 days of receipt of all necessary information. | 100% |
| 7 | Complete audits and investigations within 150 calendar days. | 65% |
| 8 | Approve corporate group exemption applications within 14 days upon receipt of all necessary information. | 100% |
| Yearly Customer Service KPI | Target | |
|---|---|---|
| 9 | Notice of Assessments (emergency services levy) issued during annual mass billing run (August to September). | 90% |
| 10 | Notice of Assessments (land tax) issued during annual mass billing run (October to November). | 90% |
| 11 | Customer satisfaction (measured every two years in the RevenueSA Customer Satisfaction Survey). | 85% |
View the 2025-26 KPI Results (PDF 356KB)
You can view our historical performance against these measures in the following reports:
- 2024-25 KPI Results (PDF 247KB)
- 2023-24 KPI Results (PDF 258 KB)
- 2022-23 KPI Results (PDF 257 KB)
- 2021-22 KPI Results (PDF 261 KB)
- 2020-21 KPI results (PDF 264 KB)
- 2019-20 KPI results (PDF 374 KB)
- 2018-19 KPI results (PDF 374 KB)
- 2017-18 KPI results (PDF 361 KB)
- 2016-17 KPI results (PDF 376 KB)
Contact us
When contacting us please provide your details, including your taxpayer numbers if possible.
This could be your ownership number, assessment number, SA taxpayer number, or similar. You may need to provide your vehicle details (if about motor vehicle stamp duty), property details (if about property stamp duty or a housing grant) or other information to help us identify you and help with your query.
| Phone | (08) 8372 7534 |
|---|---|
| Post |
RevenueSA Kaurna Country GPO Box 1353 ADELAIDE SA 5001 |
You can reach us during business hours, excluding public holidays:
- Monday, Tuesday, Thursday, Friday: 8:30am - 5:00pm (ACST or ACDT)
- Wednesday: 10:00am - 5:00pm (ACST or ACDT)
South Australia observes daylight saving.
- ACST: Australian Central Standard Time is from early April to early October.
- ACDT: Australian Central Daylight Time is from early October to early April.
Do you want to provide feedback or lodge a complaint?
You can do so via our feedback and complaints page.