The objective of the audit was to assess the Australian Taxation Office's approach to client service and the provision of particular client services to Individuals Non-Business clients. The INB business line deals primarily with the tax affairs of individual taxpayers. Audit criteria were developed which examined the ATO's:
- commitment to client service and understanding of client needs and expectations;
- client service strategy and delivery of client services and products; and
- measurement and achievement of service quality and client satisfaction.