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)