This content will move to a new location on the Queensland Revenue Office website in March 2023.
The revenue and grants administered by Queensland Revenue Office are important to the state economy and to all Queenslanders.
You play an important part in protecting Queensland’s revenue by fulfilling your responsibilities. Therefore, we want to provide a service that boosts community confidence and supports you in doing the right thing.
This charter outlines:
We are committed to respecting, protecting and promoting human rights. Under the Human Rights Act 2019, we have an obligation to act and make decisions in a way that is compatible with human rights, and properly consider human rights when making a decision.
We will respect you
We promise to respect you by:
We will give you guidance and assistance to ‘get it right’
We will help you meet your obligations and receive your entitlements by providing correct information. We will do our best to:
We accept that you may have someone else represent you
You have the right to engage another person to help you in your dealings with us. To protect your privacy, we request that you give us written authorisation to deal with your representative. We will treat your representative as if we were dealing directly with you.
We will be accountable and act with integrity
We will:
We will recognise those who are trying to ‘do the right thing’
Our experience is that most people want to do the right thing, but sometimes make mistakes. We will:
For the minority who deliberately do not meet the rules, maximum penalties will apply, and we may consider prosecution.
We will minimise cost and time spent dealing with us
We will provide services that minimise your expenses and the time it takes to deal with us. We will do our best to:
We will protect your information
We have the power to access and require information from you. We will only do so where it is needed to assess if you are complying with requirements, or if you are eligible for a payment or refund. You can have confidence that we will protect your information and privacy because we will:
We will listen to you
We want to understand your needs, and value your feedback because it helps us to improve our services. We encourage you to provide feedback by:
We expect you to be honest and take reasonable care
We can only meet our commitment to you if you (or the person who acts for you) are honest. We expect you to:
We expect you to be cooperative
When you cooperate with us, we can normally resolve issues quickly and at less expense to you. We expect you to help us by:
Our service standards outline our commitment to our clients, to provide quality and timely service.
If you provide us with all the necessary information, we can process your documents without delays.
We hope to have your matter finalised within the timeframes below. Note that:
We action matters in order of date received.
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 become time sensitive, you can:
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.
| Area | Action | Our processing time |
|---|---|---|
| General | Telephone calls | We aim to answer 60% of calls in 2 minutes. |
| Emails and other online enquiries | 2 working days to acknowledge receipt 10 working days to action Complex enquiries may take longer. |
|
| Duties | Standard assessments | 10 working days |
| Registration application (self assessor) | 10 working days from the date we receive all necessary information, which we may request from you after you lodge your initial application | |
| Complex assessments, including: | 30 working days | |
| If you give us your email address or mobile number, we will send you a notification confirming we have received your documents. | ||
| Payroll tax | Registration application | 20 working days from the date we receive all necessary information, which we may request from you after you lodge your initial application |
| Application for exclusion from group | 60–180 working days | |
| Betting tax | Registration application | 10 working days |
| Land tax | Clearance certificate—online application via third-party provider | Immediate if all required information is available Up to 10 working days if the provider refers the application to us for processing |
| Clearance certificate—mail application | 10 working days, plus postal delivery time This can take longer (e.g. recent subdivision plans; relevant information is not available). |
|
| Grants | First home owner grant application | 10 working days |
| If your grant application involves related parties or potential disqualifying arrangements, it will take longer to process. Find out more about the first home owner grant application and payment process. | ||
| Charitable institutions | Registration application | 30 working days |
If you make a complaint, we will send you an acknowledgement letter within 5 working days.
It might take us up to 60 working days to respond if the matter is complex. These time frames do not apply to matters already under investigation.
