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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
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 70.6 300 secs
2015-16 82.7 300 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 93.4 20 secs
2002-03 94 20 secs

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Private rulings completed

Year Private rulings completed within target time (%) Target
2022-23 81 >= 80% completed within 90 days
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 95.9
2009-10 97.6
2008-09 92.7

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Objections completed

Year Objections completed within target time (%) Target
2022-23 80 >= 80% completed within 90 days
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 93.6
2009-10 92.1
2008-09 84.8

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Last modified: 18 December 2023
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