Statement of Expectations

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

On 6 July 2017, the State Revenue Office (SRO) received the Statement of Expectations setting out the government’s targets to be met by 30 June 2018. We committed to achieving these targets:

Establish the capacity for SRO customers to receive their Land Tax Assessments on the myGov online platform.

Throughout the year, we worked closely with the Australian Department of Human Services on establishing the capacity for our customers to receive their land tax assessments on myGov. In April 2018, a formal contract was established for the integration of services. We are now developing software to integrate our land tax services on myGov.

Replace at least 30 existing paper forms with online SmartForms that are simpler to navigate and improve the taxpayer’s experience with SRO.

This target was exceeded in October 2017. All forms hosted on our website, except for the First Home Owner Grant application and duties refund forms, are now SmartForms or digital applications.

In addition, validation has been built into SmartForms to assist customers navigate forms more effectively and provide all the information they need to process their transactions. The streamlining of forms has improved customer experience and ensures forms are completed and submitted correctly.

Achieve a customer satisfaction rating of 80 per cent or greater for the new Digital Duties Form.

This target has been met, with a June 2018 survey of high volume users recording the following results:

  • 80 per cent of respondents said it was easier to complete one online form rather than deciding which of the previous 17 paper-based forms needed completing.
  • 89 per cent of respondents said submitting the form was easier because of data pre-population in Duties Online.
  • 83 per cent said signing the form has been streamlined, with clients no longer needing the form witnessed by an authorised person.
  • 84 per cent were satisfied with the form’s overall usability.

Other indicators were also in the top quartile, including 79 per cent of respondents reporting they did not need assistance from our Customer Contact Centre to complete the form, and 77 per cent saying the digital duties form saves them time.

Improve public awareness and understanding of taxation administration and up-front compliance.

We completed a range of public awareness campaigns and activities to help the public understand their taxation obligations, including:

  • Adding decision trees to our website to help customers establish eligibility for grants or liability for taxes.
  • Delivering 259 customer education sessions via webinars and seminars to 5,600 participants, and publishing a range of educational videos on our website.
  • Developing regular and targeted campaigns incorporating website news, media releases, subscriber emails, LinkedIn posts, customer mail outs and revenue rulings.


In the Statement of Expectations for 2018-19, the Treasurer requested we report on our current baseline performance levels. Most of the 2018-19 targets relate to introducing new initiatives, except for one relating to determining private rulings:

  • In 2017-18, our target for private rulings was to determine 80 per cent of private rulings within 90 days. We determined 95 per cent of private rulings within 90 days.