ATO Tracking - SMEs
Sample
n=100 SME per week, 12-minute max CATI across Australia with business operators
who have experienced an ATO interaction (phone/IVR Nil return/e-tax/letter) within
the last 10 days.
Preamble
Good morning/afternoon.
My name is…………………… from Colmar Brunton Social
Research. I’m ringing because we’re currently conducting confidential research on
behalf of the Tax Office. For this survey we need to speak with (READ FROM LIST).
IF NOT AVAILABLE SET APPOINTMENT
The survey is voluntary and completely confidential and your name will not be used
in our report. The survey will take about 12 minutes. The purpose of this survey is
to obtain views from business people about the service they receive from the Tax
Office.
You do not have to have any detailed knowledge about tax, the tax system or the
Tax Office to answer these questions. In this kind of research there are no right or
wrong answers, it is your own opinion and thoughts that matter.
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
1
IF ASKS WERE YOU GOT MY NAME FROM: Your name was provided by the
ATO. If you would like we can send you a letter from the ATO, which explains why
this project is being conducted and why you have been contacted.
A. Do you have time to talk now?
CODE ONE ONLY (DO NOT READ)
Yes
01
(continue)
No
02
(make appointment for call back)
IF ASKED FOR PROOF OF IDENTITY/PURPOSE OF STUDY/ATO BACKING,
OBTAIN
FAX
NUMBER
AND
FAX
VERIFICATION.
RECONTACT
RESPONDENT.
IF REFUSES, THANK AND CLOSE
Q1.
CODE BUSINESS LINE FROM LIST. CODE ONE ONLY (DO NOT READ).
Code
Letters
01
Infoline
02
IVR to record nil activity statement
03
E-record
04
Q2.
RECORD LOCATION FROM LIST. CODE ONE ONLY (DO NOT READ).
Code
Sydney
01
Rest of NSW
02
Melbourne
03
Rest of Victoria
04
Brisbane
05
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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Code
Rest of Queensland
06
Adelaide
07
Rest of SA
08
Perth
09
Rest of WA
10
Hobart
11
Rest of Tasmania
12
Darwin
13
Rest of NT
14
ACT
15
Q3.
RECORD STREAM FROM LIST.
DO NOT READ. (ATO TO ADVISE
STREAMS.WILL THIS BE PROVIDED IN THE CLIENT LISTS?)
Code
Q4.
Q5.
Have you had any contact at all with the ATO in the last 10 days?
Yes
No
01 Go to Q5
02 THANK & TERMINATE
Not sure
99 THANK & TERMINATE
What industry category would you say is the main focus of your business?
When I use the word ‘business’ in this survey, I mean your organisation.
CODE ONE ONLY (DO NOT READ). CODE IF CERTAIN. OTHERWISE,
RECORD VERBATIM UNDER ‘OTHER SPECIFY’.
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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Q6. What other areas is the business involved in? CODE MULTIPLE. (DO NOT
READ)
Q5 Code
(code one only)
Q6 Code
(code multiple)
01
01
Mining
02
02
Manufacturing
03
03
Electricity, Gas, Water supply
04
04
Construction
05
05
Wholesale trade
06
06
Retail trade
07
07
Tourism, Accommodation, Cafe's,
Restaurants
08
08
Transport and Storage
09
09
Communication services
10
10
Finance and Insurance
11
11
Property and Business Services
12
12
Government Admin and Defence
13
13
Education
14
14
Health and Community Services
15
15
Culture and Recreation
16
16
Personal and Other Services
17
17
Charity, benevolent institution,
religious organisation
18
18
Club/association
19
19
Agriculture, forestry, fishing (primary
production)
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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Q5 Code
(code one only)
Q6 Code
(code multiple)
Other, specify
______________________________
97
97
Not sure
99
99
No others
Q7.
98
How many people are employed full-time in this business? CONTRACTORS
ARE NOT INCLUDED AS EMPLOYEES NOR ARE PART-TIME OR CASUAL
EMPLOYEES. “THE BUSINESS” CONSISTS OF THAT LOCATION (i.e.,
THE STATE OFFICE OF A NATIONAL COMPANY OR THE BRANCH
OFFICE OF A STATE COMPANY).
Code
Non-employing
01
1 or 2 employees
02
3 or 4 employees
03
5 to 9 employees
04
10-19 employees
05
20-99 employees
06
100+ employees
07
Don’t know
99
Refused
999
Q8.
Are you registered for the GST?
Code
Yes (GST registered)
01
No (Not GST registered)
02
Not sure
99
Refused
999
Colmar Brunton Social Research for the Australian Taxation Office
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Q9.
Are you lodging your Business Activity Statements monthly or quarterly?
Code
Monthly BAS
01
Quarterly BAS
02
Not sure
99
Refused
999
The following questions are about your views about the Tax Office.
Q10. Do you feel that the Tax Office listens enough to the community on how the
tax system should be run?
Yes
No
Not sure
01
02
99
Q11. Are you aware of anything the Tax Office is doing to listen to the community’s
views about how the tax system should be run, other than this survey?
Yes
No
Not sure
01
02
99
ASK EVERYONE
Q12. Now we are going to talk about your overall feelings about the ATO. Using the
scale from 1 to 10, where 1 means ‘strongly disagree’ and 10 means ‘strongly
agree’,
how
much
do
you
agree
or
disagree
with
the
following
statements…READ AND ROTATE
Strongly
Strongly
Don’t
disagree
agree
know
(VOL
)
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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Strongly
Strongly
Don’t
disagree
agree
know
(VOL
)
I feel that dealing
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
with the tax system is
becoming less
complex
Dealing with the tax
system does not take
up much of my time
It does not cost my
business much to deal
with the tax system.
I feel it is easier now
than in the past to
deal with the tax
system.
The information and
assistance I receive
from the Tax Office is
relevant to my
business.
If feel it is easier now
than in the past to
deal with the tax
system
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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Strongly
Strongly
Don’t
disagree
agree
know
(VOL
)
I believe the Tax
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
Don’t
know
Refus
ed
Office gives me the
opportunity to provide
feedback to them
about the way the tax
system is run
I think the Tax Office
values feedback from
businesses
I believe the Tax
Office acts on
businesses’
suggestions to
improve the way the
tax system is run
Q13. In the last 10 days have you....
Yes
No
(VOL
UNTE
ERED
.....(a) used the ATO's e-record accounting package
01
02
99
999
.....(b) called the ATO to lodge a nil activity statement
01
02
99
999
.....(c) called the ATO’s business infoline 132866
01
02
99
999
.....(d) received a letter from the ATO
01
02
99
999
IF 999 OR 99 FOR 13A,B,C AND D GOT TO Q50.
IF CODE 1 AT Q13A ASK E-RECORD QUESTIONS (Q14 TO Q20).
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IF CODE 1 AT Q13B ASK IVR SERVICE TO RECORD A NIL ACTIVITY
STATEMENT QUESTIONS (Q21 TO Q24).
IF CODE 1 AT Q13C ASK BUSINESS INFOLINE QUESTIONS (Q25 TO Q30).
IF CODE 1 AT Q13D ASK LETTER QUESTIONS (Q45 TO Q49).
Now, thinking about your recent experience with the ATO's e-record
accounting package.
Q14. Using a scale from 1 to 10, where 1 means ‘extremely dissatisfied’ and 10
means ‘extremely satisfied’, how satisfied were you with e-record the last time
you used it?
Extremely
dissatisfied
1
Extremely
satisfied
2
3
4
5
6
7
8
Q15. What are all the reasons you were satisfied?
9
10
Don’t
know
(VOL)
99
PROBE TO ‘NOTHING ELSE’.
RECORD VERBATIM.
___________________________________________________
Q16. What are all the reasons you were dissatisfied? PROBE TO ‘NOTHING ELSE’.
RECORD VERBATIM.
_______________________________________________________________
Q17. Was this most recent experience with the ATO's e-record accounting
package…READ. RECORD ONE ANSWER ONLY.
Code
Better than you expected
01
The same as you expected
02
Worse than you expected
03
Don't know (VOLUNTEERED)
99
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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Q18. Thinking about your most recent experience with the ATO’s e-record
accounting package, was this experience… READ.
RECORD ONE ANSWER
ONLY.
Code
Better than your previous experiences with the e-record accounting package
01
The same as your previous experiences
02
Worse than your previous experiences
03
Have had no previous experiences/first time using (VOLUNTEERED)
98
Don't know (VOLUNTEERED)
99
Q19. Have you been invited to use the new version of e-record, version 3.0?
Code
Yes GO TO Q20
01
No Skip to Preamble to Q21
02
Don’t know/not sure Skip to Preamble to Q21
99
Q20. Have you actually used the new version of e-record, version 3.0 yet?
Code
Yes
01
No
02
Don’t know/not sure
99
IF CODE 1 AT Q13B ASK IVR SERVICE TO RECORD A NIL ACTIVITY
STATEMENT QUESTIONS (Q21 TO 0).
IF CODE 1 AT Q13C ASK BUSINESS INFOLINE QUESTIONS (Q25 TO Q30).
IF CODE 1 AT Q13D ASK LETTER QUESTIONS (Q45 TO 0).
IF 02, 999 OR 99 FOR 13 B,C AND D GOT TO Q50.
Colmar Brunton Social Research for the Australian Taxation Office
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Now, thinking about your recent experience with reporting a nil activity
statement by phone.
Q21. Using a scale from 1 to 10, where 1 means ‘extremely dissatisfied’ and 10
means ‘extremely satisfied’, how satisfied were you with the phone service to
report a nil activity statement the last time you used it?
Extremely
dissatisfied
1
2
3
4
5
6
7
8
9
Extremely
satisfied
Don’t
know
(VOL)
10
99
Q22. What are all the reasons you were satisfied? PROBE TO ‘NOTHING ELSE’.
RECORD VERBATIM.
___________________________________________________
Q23. What are all the reasons you were dissatisfied? PROBE TO ‘NOTHING ELSE’.
RECORD VERBATIM.
_______________________________________________________________
Q24. Was this experience with the ATO's phone service to report a nil activity
statement… READ. RECORD ONE ANSWER ONLY.
Code
Better than your previous experiences reporting a nil activity statement
01
The same as previous experiences
02
Worse than previous experiences
03
Have had no previous experiences/first time using (VOLUNTEERED)
98
Don't know (VOLUNTEERED)
99
IF CODE 1 AT Q13C ASK BUSINESS INFOLINE QUESTIONS (Q25 TO Q30).
IF CODE 1 AT Q13D ASK LETTER QUESTIONS (Q45 TO Q49).
IF 02, 999 OR 99 FOR 13 C AND D GOT TO Q50.
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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Now, thinking about your recent experience with the business infoline
phone service, the number for this service is 132866.
IF CODED 1 at Q13B SAY: This does not include the phone service you
might have received when recording a nil activity statement.
Q25. Using a scale from 1 to 10, where 1 means ‘extremely dissatisfied’ and 10
means ‘extremely satisfied’, how satisfied were you with the business Infoline
132866 the last time you used it?
Extremely
dissatisfied
1
Extremely
satisfied
2
3
4
5
6
7
8
9
10
Don’t
know
(VOL)
99
Q26. What are all the reasons you were satisfied? PROBE TO ‘NOTHING ELSE’.
RECORD VERBATIM.
___________________________________________________
Q27. What are all the reasons you were dissatisfied? PROBE TO ‘NOTHING ELSE’.
RECORD VERBATIM.
Q28. Using a scale from 1 to 10, where 1 means ‘extremely difficult to understand’
and 10 means ‘extremely easy to understand’, how easy to understand are the
menu options on the business Infoline?
Extremely
difficult
to
understand
1
2
3
4
5
6
7
8
9
Extremely
easy
to
understand
10
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
Don’t
know
(VOL)
99
12
Q29. Did you ask a question related to..READ AND RANDOMISE, KEEPING
‘ANOTHER AREA’ TO LAST.
Yes
No
Don’t
know/
don’t
recall
.....Income Tax
01
02
99
.....GST
01
02
99
.....PAYG IF UNSURE SAY: PAYG stands for Pay As 01
You Go
02
99
.....the Fringe Benefits Scheme
01
02
99
…..or did it relate to another area (SPECIFY)
01
02
99
Q30. Were you advised to write in?
Code
Yes
01
No
02
Don’t know/don’t recall
99
Q31. Using a scale from 1 to 10, where 1 means ‘extremely dissatisfied’ and 10
means ‘extremely satisfied’, how satisfied were you with that… READ AND
ROTATE
The explanation
Extremely
Extremel
Don’t
dissatisfied
y
know
satisfied
(VOL)
10
99
1
2
3
4
5
6
7
8
9
provided addressed
your query
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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Extremely
Extremel
Don’t
dissatisfied
y
know
satisfied
(VOL)
10
99
That the staff
1
2
3
4
5
6
7
8
9
members you
spoke to
understood your
query
Q32. Was this last experience with the business Infoline 132866…READ. RECORD
ONE ANSWER ONLY.
Code
Better than your previous experiences using the business Infoline
1
The same as your previous experiences
02
Worse than your previous experiences
03
Have had no previous experiences/first time using (VOLUNTEERED)
98
Don't know (VOLUNTEERED)
99
Q33. When you called the Business InfoLine were you asked to verify your identity?
Code
Yes GO TO Q34
01
No GO TO Q36
02
Do not know/don’t recall GO TO Q36
99
Q34. Did you have the identification information at hand?
Code
Yes
01
No
02
Do not know/don’t recall
99
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Q35. Were the steps used to verify your identity handled in a timely manner?
Code
Yes
01
No
02
Do not know/don’t recall
99
Q36. Thinking about the last time you called the Business InfoLine, did the option
you selected take you to a staff member who could answer your query?
Code
Yes GO TO Q37
01
No GO TO Q39
02
Do not know/don’t recall GO TO Q39
99
Q37. Was the staff member able to provide an answer to your question during that
same telephone call?
Code
Yes GO TO Q38
01
No GO TO Q39
02
Don’t know/don’t recall GO TO Q39
99
Q38. Using a scale from one to ten where 1 means ‘extremely dissatisfied’ and 10
means ‘extremely satisfied’, how satisfied were you with the explanation
provided about your query?
Extremely
2
3
4
5
6
7
8
9
Extremely
Don’t
dissatisfied
satisfied
know
1
10
(VOL)
GO TO Q42
Colmar Brunton Social Research for the Australian Taxation Office
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Q39. Did this staff member who could not answer your query transfer or escalate
your call to another area in the Business Call Centre or to another part of the
ATO?
Code
Yes, to another area in the Business Call Centre GO TO Q40
01
Yes, to another part of the ATO (besides the Business Call Centre) GO TO
Q40
02
No GO TO Q42
03
Don’t know GO TO Q42
99
Q40. Was the staff member you were transferred to able to provide an answer to
your question during that same telephone call?
Code
Yes GO TO Q41
01
No GO TO Q42
02
Don’t know/don’t recall GO TO Q42
99
Q41. Using a scale from one to ten where 1 means ‘extremely dissatisfied’ and 10
means ‘extremely satisfied’, how satisfied were you with the explanation
provided once you were transferred?
Extremely
2
3
4
5
6
7
8
9
Extremely
Don’t
dissatisfied
satisfied
know
1
10
(VOL)
Q42. Did you receive a call back on this issue?
Code
Yes GO TO Q43
01
No SKIP Q43 and Q44
02
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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Q43. Was the call back …READ?
Code
Sooner than you expected
01
About when you expected
02
Later than you expected
03
Don’t know/don’t recall (VOLUNTEERED)
99
Q44. Using a scale from one to ten where 1 means ‘extremely dissatisfied’ and 10
means ‘extremely satisfied’, how satisfied were you with the explanation
provided once when you were called back?
Extremely
2
3
4
5
6
7
8
9
Extremely
Don’t
dissatisfied
satisfied
know
1
10
(VOL)
IF CODE 1 AT Q13D ASK LETTER QUESTIONS (Q45 TOQ49).
IF 02, 999 OR 99 FOR 13 D GOT TO Q50.
We are now going to ask you about the most recent letter you have
received from the ATO. If possible it might be useful to have a copy of a
recent letter sent to you from the ATO in front of you.
Q45. Using a scale from 1 to 10, where 1 means ‘extremely dissatisfied’ and 10
means ‘extremely satisfied’, how satisfied were you with the letter you most
recently received from the ATO?
Extremely
dissatisfied
1
Extremely
satisfied
2
3
4
5
6
7
8
9
10
Don’t
know
(VOL)
99
Q46. What are all the reasons you were satisfied? PROBE TO ‘NOTHING ELSE’.
RECORD VERBATIM.
___________________________________________________
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Draft questionnaire - Small Business
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Q47. What are all the reasons you were dissatisfied? PROBE TO ‘NOTHING ELSE’.
RECORD VERBATIM.
_______________________________________________________________
Q48. Was the letter from the ATO that you received most recently…READ
Code
Better than previous letters from the ATO
01
The same as previous letters from the ATO
02
Worse than previous letters from the ATO
03
Have had no previous experiences/first time received letter (VOLUNTEERED)
98
Don't know
99
Q49. I am now going to read out some statements about the letter you have
recently received.
Using the scale from 1 to 10, where 1 means ‘strongly
disagree’ and 10 means ‘strongly agree’. How much do you agree or disagree
with the following…READ AND ROTATE
Strongly
Strongly
Don’t
disagree
agree
know
(VOL)
The letter has a
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
clear purpose
The letter is
easy to
understand
The letter flows
well
The use of
headings and
sub-headings in
the letter is
appropriate
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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Strongly
Strongly
Don’t
disagree
agree
know
(VOL)
The use of
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
1
2
3
4
5
6
7
8
9
10
99
headings and
sub-headings
help you focus
on the key
issues covered
in the letter
The letter is
presented well
presented
The letter
makes good use
of spacing
The letter is
tailored to your
personal
circumstances
The tone of the
letter is
appropriate
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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The next two questions are being collected for statistical purposes only.
Q50. What is the approximate gross annual turnover/sales of this business.
IF
CONCEPT OF TURNOVER IS NOT CLEAR, ASK FOR GROSS INCOME.
Gross turnover:
Code
$ ______________________________
Not sure
99
Refused
999
Q51. For how many years has this business been operating? DO NOT READ OUT.
Code
Less than one year
01
Between 1 and 3 years
02
Between 3 and 10 years
03
More than 10 years
04
Not sure
99
Refused
999
Thank you. I am [Q0IV] from Colmar Brunton Social Research, I hope you have
enjoyed taking part in the survey.
ONLY IF ASKED FOR, If you have any queries about this survey, please call Gary
Potter from the ATO on (02) 6216 1263.
The survey was conducted on behalf of the Tax Office. Please note that no names
or personal details will be used in our report that will be provided to the ATO. All
contact details will be destroyed soon after the survey is completed.
Colmar Brunton Social Research for the Australian Taxation Office
Draft questionnaire - Small Business
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