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Home > Client Services > The OSR Client Charter

The OSR Client Charter

Our Client Charter - An overview

Our aim is to work with you in a mutually beneficial relationship. We do this by offering services and information based on feedback and our understanding of your needs, so you can confidently receive your entitlements and meet your obligations.

Our commitment to you is outlined in the following four ideals:

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Respect and fairness

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 with which you can use to make your own decisions with confidence.

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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

Client confidence

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 so you can get it right from the start.
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.
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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

Information and services tailored to your needs

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.
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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

Clear client contact arrangements

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.
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We will:
wherever possible, answer your questions when you first contact us. 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
ensure our people can, wherever possible, answer your questions quickly and accurately when you contact us during business hours. If we can't answer your question immediately, we will tell you when we expect to be able to do so
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

Enquiries about our Charter

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, or
phone us on 1800 500 263, or
send us a fax to (07) 3227 7303, or
write to us at GPO Box 2593, Brisbane Qld 4001.