Statement of Expectations and Results

The Statement of Expectations framework forms part of the Victorian Government’s program to reduce red tape by promoting greater efficiency and effectiveness in the administration and enforcement of regulation.

On 19 July 2016, the SRO received the Statement of Expectations (SoE) setting out the Government’s targets to be met by 30 June 2017. The SRO has committed to achieving the SoE targets in the following way:

Establish an online duties refund application process which in the first 12 months achieves an uptake of 35% of submitted refund applications

This target has been exceeded. In September 2016, the SRO implemented the Duties Electronic Refunds application within the Electronic Lodgements Model system. The new application allows customers to lodge duties refund applications online including uploading supporting documentation. Since its implementation, 4901 out of 7452 (or 66%) duties refund applications received were submitted electronically.

Introduce new online services that increase the amount of customers – including small business – who manage their instalments and payment arrangements online

The existing system is a fixed manual arrangement of four equal instalments. This initiative is to implement an online payment system which allows customers to choose the number of instalment payments they wish to make in order to pay their annual land tax liability. Once implemented, this initiative is expected to provide greater payment flexibility.

During the 2016/17 financial year, a prototype of this initiative has been developed and tested. User experience testing has identified opportunities for improvement which are planned to be incorporated in September 2017. Options for rolling out this application are currently under consideration including a pilot release to a select group of customers. Depending on the option implemented, benefits may be delivered over a 2 year period.

Increase the volume of land tax assessments issued electronically by 60%

This target has been exceeded. As at 30 June 2016, a total of 2,141 customers registered to receive land tax assessments electronically. As at 30 June 2017, there were 6,427 BPAY View registrants,  an increase of 4,286 registrants or 300% from the published benchmark of 2,141 for this target.

Continue to monitor public awareness and understanding of key areas of taxation administration to identify areas of poor understanding among taxpayers and use a range of media to deliver timely, accurate and accessible information and advice to taxpayers

Last year, the SRO demonstrated its commitment to providing high-quality and timely information and advice based on the needs and expectations of our customers, and making it easy for taxpayers to comply by:

  • Establishing two website decision tools
    • Do I have to pay land tax?
    • Do I have to pay the absentee owners surcharge?
  • Redesigning the 2017 land tax assessment notices to include four specific intervention messages and revised payment methods.
  • Commencing work on transitioning all SRO forms to SmartForms which will improve the ease of navigation by displaying only relevant details to the form-filler, reduce the error rate by allowing forms to be submitted only when validation requirements have been satisfied, and improve customer experience through standardising the fields and styles.
  • Delivering 235 customer education sessions to 8833 participants (194 webinars to 4216 participants; 39 face to face seminars to 1617 participants).
  • Launching the first Facebook live session to over 3000 participants.
  • Increasing presentations to industry peak bodies and their local discussion groups.
  • Addressing frequently asked questions dynamically through videos on the SRO website.