Customer Charter | State Revenue Office

This charter outlines what you can expect in your dealings with us and what we expect of you.

Our role

To provide quality services which are fair, efficient and deliver benefits for all Victorians.

In delivering our services, we will:

Be courteous and professional
Ensure our correspondence is clear and concise
Explain our decisions, your rights in relation to those decisions, and any applicable time limits
Help you understand and meet your obligations
Aim to meet all our service standards
Aim to make it easier for you to comply with your obligations
Seek constant improvement to our services through innovation
Consult and listen to feedback from you and relevant industry groups
Be responsive to individual, cultural and special needs

We will:

Treat you fairly and reasonably
Treat you as being honest unless you act otherwise
Apply the law consistently, having regard to your circumstances as far as the law allows
Behave with integrity and honesty, and act impartially
Respect your privacy and give you access to information we hold about you as permitted by law
Only use or disclose your information in accordance with the law
Respect your right to be represented by a person of your choice
Comply with our published policies regarding our compliance activities and the conduct of taxation disputes
Where appropriate, use alternative ways to resolve disputes
Comply with our obligations under the Charter of Human Rights

We expect you to:

Be honest, cooperative, and courteous
Keep all records required by law and allow us reasonable access to them
Respond promptly to requests for information or documentation, and understand that our decisions may be delayed if this information is not provided
Lodge documents, statements and returns on time
Pay the full amount of tax you are legally required to pay, when it is due
Advise us if your circumstances change and keep us informed of your current details in case we need to contact you, and
Understand that if you do not meet your obligations, penalties and interest may be imposed

We welcome your feedback. If you are not satisfied with our service please write to:

Commissioner of State Revenue
State Revenue Office of Victoria
GPO Box 1641
MELBOURNE VIC 3001

We will treat all your concerns seriously and respond promptly.