Key performance indicators
View data on phone enquiries, private rulings and objections.
We use key performance indicators (KPIs) to gauge performance in meeting our strategic and operational goals. These KPIs are in areas of importance to our customers and updated on an annual basis.
Phone enquiries
| Year | Phone enquiries answered within target time (%) | Target time |
|---|---|---|
| 2024-25 | 99 | 180 secs |
| 2023-24 | 84 | 180 secs |
| 2022-23 | 48 | 300 secs |
| 2021-22 | 62 | 300 secs |
| 2020-21 | 69 | 300 secs |
| 2019-20 | 71 | 300 secs |
| 2018-19 | 81 | 300 secs |
| 2017-18 | 81 | 300 secs |
| 2016-17 | 71 | 300 secs |
| 2015-16 | 83 | 300 secs |
| 2014-15 | 73 | 60 secs |
| 2013-14 | 81 | 60 secs |
| 2012-13 | 84 | 60 secs |
| 2011-12 | 80 | 60 secs |
| 2010-11 | 81 | 60 secs |
| 2009-10 | 84 | 60 secs |
| 2008-09 | 83 | 20 secs |
| 2007-08 | 88 | 20 secs |
| 2006-07 | 90 | 20 secs |
| 2005-06 | 90 | 20 secs |
| 2004-05 | 93 | 20 secs |
| 2003-04 | 93 | 20 secs |
| 2002-03 | 94 | 20 secs |
Download this data in CSV format
Private rulings completed
| Year | Private rulings completed within target time (%) | Target |
|---|---|---|
| 2024-25 | 81 | >= 80% completed within 90 days |
| 2023-24 | 81 | |
| 2022-23 | 81 | |
| 2021-22 | 86 | |
| 2020-21 | 89 | |
| 2019-20 | 89 | |
| 2018-19 | 89 | |
| 2017-18 | 94 | |
| 2016-17 | 92 | |
| 2015-16 | 87 | |
| 2014-15 | 83 | |
| 2013-14 | 81 | |
| 2012-13 | 85 | |
| 2011-12 | 94 | |
| 2010-11 | 96 | |
| 2009-10 | 98 | |
| 2008-09 | 93 |
Download this data in CSV format
Objections completed
| Year | Objections completed within target time (%) | Target |
|---|---|---|
| 2024-25 | 77 | >= 80% completed within 90 days |
| 2023-24 | 81 | |
| 2022-23 | 80 | |
| 2021-22 | 81 | |
| 2020-21 | 78 | |
| 2019-20 | 81 | |
| 2018-19 | 88 | |
| 2017-18 | 85 | |
| 2016-17 | 86 | |
| 2015-16 | 87 | |
| 2014-15 | 86 | |
| 2013-14 | 86 | |
| 2012-13 | 69 | |
| 2011-12 | 86 | |
| 2010-11 | 94 | |
| 2009-10 | 92 | |
| 2008-09 | 85 |