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The OSR Client Service Standards

Our Client Service Standards

The OSR Client Service Standards outline our commitment to our clients to provide quality and timely service.

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When you lodge:

Documents to be assessed with duty by the Commissioner of State Revenue, we will:

complete that assessment within 10 working days of receiving all necessary information; (target 90%)
for complex documents (for example, corporate reconstruction; land rich; partnerships; trusts; exempt charitable institutions; application for exclusion), complete that assessment within 30 working days of receiving all necessary information; (target 60%).

Pay-roll Tax Annual Return, we will:

process your notice of liability within 10 working days of receiving all necessary information if lodged online; (target 90%)
process your notice of liability within 30 working days of receiving all necessary information if lodged manually; (target 80%).

It will take us longer to process your annual return if changes have been made to your financial or group status during the year.

Land Tax Clearances, we will:

process the matter within 10 working days of receiving all necessary information; (target 90%).

First Home Owner Grant applications, we will:

determine eligibility within 10 working days of receiving all necessary information; (target 95%).

It will take us longer to process your application if it involves related parties or potential disqualifying arrangements.

When you apply for a First Home Owner Grant that you are entitled to, we will:

if you apply directly to OSR, pay the grant within 10 working days of receiving all necessary information from you; (target 95%), or
if you apply through an approved agent, pay the grant within 5 working days prior to settlement if all the necessary information is received; (target 95%).

It will take us longer to process your application if it involves related parties or potential disqualifying arrangements.

If you submit a claim for fuel subsidy that you are entitled to, we will:

for new fuel retailers - pay your first provisional subsidy within 20 working days of your retailerâ€™s licence being granted; (target 90%)
for other fuel retailers - pay your provisional subsidy 5 working days before the beginning of the next month if you lodge your claim by the due date; (target 90%)
for bulk end users who are not paid an annual provisional subsidy -pay your subsidy entitlement after the 21st day of the month; (target 90%).

If you phone our client contact centre for general enquiries (covering all revenue streams), we will:

If you visit our Brisbane counter service, we will:

If you are audited, we will:

provide you with the notification of the outcome within 10 working days of making our decision; (target 90%).

If you make a complaint to our complaint area, we will:

acknowledge your complaint or respond to you within 10 working days of receiving your complaint; (target 90%).

If you have any queries about these service standards, we recommend that you either: