Service Charter

About our charter

Our responsibility involves managing and offering guidance concerning the Territory's taxes, duties and royalties. Additionally, we facilitate the distribution of government assistance programs to the public, including homeowner grants and associated concession initiatives.

The services we provide are vital for sustaining the quality of life enjoyed in the Northern Territory, including healthcare, education and community infrastructure.

This charter:

• clarifies what you can expect from interactions with us
• applies to all employees of the Territory Revenue Office
• is based on laws, regulations and ethical standards that both parties are obliged to uphold.

Our commitment to you

Our exchange with you rests on mutual trust and respect. We pledge to uphold fairness, ethics and accountability.

We will:

• conduct our business with honesty, behave with integrity at all times and uphold high standards
• model ethical behaviour
• treat you in a professional and objective manner
• maintain confidentiality
• treat you with courtesy and consideration
• listen to understand your point of view
• be transparent and provide explanations for decisions
• explain your rights, and the review and appeal process to you
• ensure your objections are handled by an independent officer and without bias
• respect your privacy and maintain appropriate security of all information released to us.

What we require from you

Under the law, you have a range of obligations. So we can provide high quality service, it is essential that you:

• show us courtesy, consideration and respect
• be honest and abide by the law
• provide timely responses to our queries, and give full and accurate information. We may seek clarification or gather additional information to ensure our understanding is accurate and up to date
• fulfil your commitments including lodgements and payments. Should you encounter difficulties, notify us well in advance of the deadline so we can offer assistance
• maintain thorough records and provide them when requested.

What you can expect from us

We will:

• issue stamp duty assessments for 90% of all documents within five business days of receipt of all relevant information
• complete 80% of tax audits within 120 days, and 80% of mineral or petroleum royalty audits within 180 days (subject to satisfactory cooperation and provision of all necessary information)
• determine 80% of objections within 120 days unless we require more information
• ensure 95% of approved first home owner grant payments are made within 24 hours of the payment eligibility date
• determine 95% of all grant applications within five business days of receipt of all business information
• respond to written enquiries within 14 days or issue an interim response advising a contact name and telephone number within that timeframe.

Let us know how we're doing

We welcome feedback. Please contact the Territory Revenue Office if you would like to share a compliment or make a complaint about our customer service.

Level 14 Charles Darwin Centre
19 The Mall Darwin NT 0800
GPO Box 1974 Darwin NT 0801
E: ntrevenue@nt.gov.au
P: 1300 305 353
W: www.revenue.nt.gov.au