Client charter

The revenue and grants administered by the Office of State Revenue are important to the state economy and to all Queenslanders.

You play an important part in protecting Queensland’s revenue by fulfilling your responsibilities. Therefore, we want to provide a service that boosts community confidence and supports you in doing the right thing.

This charter outlines:

  • our commitment to you
  • your role in supporting the ongoing prosperity of Queensland
  • our service standards.
Our commitment to you

We will respect you

We promise to respect you by:

  • treating you fairly and making decisions in accordance with the law
  • being courteous, and considerate of your circumstances and concerns
  • answering your questions promptly and clearly
  • making you aware of all your rights and how to exercise them, including the right to object or appeal our decisions and lodge a complaint.

We will give you guidance and assistance to 'get it right'

We will help you meet your obligations and receive your entitlements by providing correct information. We will do our best to:

  • help you understand what you have to do and when
  • process your requests within the time outlined in our service standards.

We accept that you may have someone else represent you

You have the right to engage another person to help you in your dealings with us. To protect your privacy, we request that you give us written authorisation to deal with your representative. We will treat your representative as if we were dealing directly with you.

We will be accountable and act with integrity

We will:

  • be professional and act with integrity
  • explain our decisions, advise you of your rights and act within the law
  • ensure you are dealing with people who have appropriate skill levels
  • keep you informed of the progress of issues you have raised with us
  • publish our service standards
  • share with you the issues we are experiencing
  • correct any mistakes quickly.

We will recognise those who are trying to 'do the right thing'

Our experience is that most people want to do the right thing, but sometimes make mistakes. We will:

  • help you get ‘back on track’
  • provide you with an opportunity to explain before we make a decision
  • treat you as being honest unless you act otherwise
  • explain why we ask questions or request information from you
  • give you enough time to respond to requests
  • question you only if we have good reason to do so
  • consider any financial difficulties you may have.

For the minority who deliberately do not meet the rules, we will apply maximum penalty tax, and may consider prosecution.

We will minimise cost and time spent dealing with us

We will provide services that minimise your expenses and the time it takes to deal with us. We will do our best to:

  • make our information readily available
  • notify you in advance of changes that apply to you
  • make it easier for you to meet your obligations and receive your entitlements.

We will listen to you

We want to understand your needs, and value your feedback because it helps us to improve our services. We encourage you to provide feedback by:

We will protect your information

We have the power to access and require information from you. We will only do so where it is needed to assess if you are complying with requirements, or if you are eligible for a payment or refund. You can have confidence that we will protect your information and privacy because we will only:

  • grant someone access to your information if required or authorised by law
  • discuss your information with you, or a person you have authorised
  • respect your legal rights if we attend your premises.
Your obligations

We expect you to be honest and take reasonable care

We can only meet our commitment to you if you (or the person who acts for you) are honest. We expect you to:

  • maintain and keep adequate records
  • give us truthful information
  • provide full facts and circumstances
  • take reasonable steps to ensure the accuracy of the information you provide
  • tell us straight away if you have, or think you have, made a mistake
  • lodge documents and information by the due date
  • pay debts by the due date.

We expect you to be cooperative

When you cooperate with us, we can normally resolve issues quickly and at less expense to you. We expect you to help us by:

  • treating us with courtesy and respect
  • keeping us informed of any changes to your circumstances or contact details
  • responding to our requests in a timely manner
  • telling us of any issues that may affect your ability to meet your obligations.
Service standards

Our service standards outline our commitment to our clients, to provide quality and timely service.

If you provide us with all the necessary information, we can process your documents without delays.

We hope to have your matter finalised within the timeframes below. Note that:

  • these timeframes apply from the date we receive all the necessary information
  • working days do not include weekends or public holidays.
Duties  
  • Standard assessments
  • 10 working days
  • Complex assessments, including:
    • corporate reconstruction
    • landholder
    • mining interests
    • partnerships
    • trusts
    • exempt charitable institutions
    • exclusion applications.
  • 30 working days

If you give us your email address or mobile number, we will send you a notification confirming we have received your documents.

Payroll tax  
  • Annual return—online
  • 10 working days
  • Annual return—paper
  • 30 working days

If you changed your payroll tax financial or group status during the year, your annual return will take longer to process.

Land tax  
  • Clearance certificate
  • 10 working days
Grants  
  • Queensland First Home Owners' Grant application
  • 10 working days

If your grant application involves related parties or potential disqualifying arrangements, it will take longer to process.

The date the grant is paid depends on whether you are buying or building a new home, and if you are applying through an approved agent or directly with us.

Find out more about the application and payment process.

Complaints

If you make a complaint, we will send you:

  • an acknowledgement letter within 5 working days
  • a response within 30 working days.

It might take us up to 60 working days to respond if the matter is complex. The above time frames do not apply to matters already under investigation.