Client charter

You are entitled to be treated respectfully and fairly under the legislation we administer.

Our aim is to strike a balance between your needs and obligations and our role as the Queensland Government's revenue manager.

Although we cannot give you advice, we can provide you with quality information that you can use to make your own decisions with confidence.

We will:

• provide competent and timely service
• act ethically, honestly and fairly
• act according to relevant legislation so that you only pay the tax legally due and receive the full benefits to which you are entitled
• be courteous and respectful
• respect your privacy and treat all information as confidential. We will only use your information in accordance with the law
• listen to your feedback and act on it if it is feasible and practical to do so
• respond promptly to your requests for information or documentation
• if you have a complaint about our service, we will take it seriously and respond promptly.

We can provide better service if you:

• are honest with us
• cooperate with us to the best of your ability
• keep all records required by relevant legislation and allow us access to those records
• respond promptly to our requests for information or documentation
• make a reasonable attempt to find out about your obligations and entitlements before you apply for them
• ask us to explain if there is something you do not understand
• communicate directly with us and in good faith if you have a complaint about our service.

We understand that it costs you time and money to meet your obligations.

We prefer to direct most of our effort towards making it as easy as possible for you to do the right thing. Our online systems make meeting your obligations more convenient, and we try to provide you with all the information you need up front.

Our experience is that most people want to do the right thing, but sometimes mistakes occur. When this happens, we will provide you with an opportunity to explain and correct the error. (It is important to realise, however, that penalty tax and/or unpaid tax interest—where applicable—will still be charged under most circumstances.)

However, it is our job to make sure everyone pays the right amount of tax and only receives the benefits to which they're entitled.

If we believe someone has deliberately acted incorrectly or not made reasonable attempts to comply, we will take any actions necessary to help them get back on track. This can mean helping them to comply, conducting audits or interviews, charging interest, imposing penalties, or taking legal action if that becomes necessary.

We will:

• treat you as being honest unless you act otherwise
• provide you with accurate information to help you meet your obligations and claim your correct entitlements
• administer taxation, grant and subsidy systems to help you comply
• explain our decisions and your rights in relation to those decisions
• set service targets that help you meet your obligations and receive your entitlements
• deal with your objections fairly and promptly
• if we need to interview you or conduct an audit, we will do so in a way that minimises disruptions to your activities.

We can provide better service if you:

• participate in our systems and processes. Use of our online systems will provide efficiency, service and consistency
• take reasonable care in conducting transactions
• pay the full amount of tax you are legally required to pay
• only apply for the grants, subsidies, or other benefits to which you are entitled
• tell us when your circumstances change and this affects your obligations or entitlements
• make a reasonable attempt to cooperate with our staff.

Our information and services are tailored to the needs of different groups engaged in a wide variety of transactions.

We prefer you use our website as your first choice for information, and our Client Contact Centre as your first point of contact for OSR.

We will:

• provide you with accurate and understandable information through a variety of accessible sources: website, telephone, and over the counter
• take your circumstances into account if they are relevant and if the law allows us to do so
• tell you about changes that are likely to affect your obligations and entitlements.

We can provide better service if you:

• tell us when there is something you believe we should take into account
• provide us with constructive feedback about our information and services.

Our client contact arrangements allow you to contact us and get information with minimal effort.

Many people find visiting our website can often tell them what they need to know. If you telephone us or visit one of our counters, we will try to answer your queries there and then. However, some matters are more complex, and we may not be able to get back to you immediately.

We will:

• wherever possible, answer your questions when you first contact us (during business hours). If we can't, we will tell you when we expect to be able to answer your questions
• take your circumstances into account if they are relevant and if the law allows us to do so
• strive to improve online accessibility to our services
• ensure that most information you need is available on our website.

We can provide better service if you:

• make a reasonable attempt to use our online services. However, you will not be disadvantaged if you are not equipped to do so
• keep us informed of your current contact details in case we need to talk or write to you.

If you have any queries about this charter, we recommend that you either:

• try to discuss it with the person with whom you have been dealing
• phone us on 1800 500 263
• fax us on (07) 3227 7303
• write to us at GPO Box 2593, Brisbane Qld 4001.