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Economy

Service Levels

Data from Jan 2006 to Jan 2024

Last updated: 09 Sep 2025, 16:12 SGT

IRAS (Inland Revenue Authority of Singapore)

For FY2015/16, the service standard 'Attend to taxpayers within 20 minutes' is for the period from April to September 2015.
For FY2015/16, the service standard 'Attend to taxpayers with appointments within 15 minutes' is for the period from October 2015 to March 2016, following the introduction of interviews by appointment in October 2015.
With effect from FY2021, the service standard for appointment has changed to '80% to be attended to within 15 mins' from 100%.
Note: The service performance indicators are rounded-off figures.

Data explorer

ServiceLevels.csv (124 rows, 7 KB)

Financial Year Year (YYYY)	Service Standards Text	Target Text	Achieved Text
(Null)0.0% 20076.5% 20086.5% 20095.6% 20156.5%	(Null)0.0% Issue refunds (Within 30 days)15.3% Respond to correspondences within 15 working days15.3% Reply to case specific enquiry emails within 5 working days15.3% Issue refunds (Within 14 days)11.3%	(Null)0.0% 709.7% 8046.8% 859.7% 10020.2%	(Null)0.0%
2006	Answer telephone calls within 2 minutes	75	72
2006	Reply to case specific enquiry emails within 5 working days	80	86
2006	Respond to correspondences within 15 working days	80	85
2006	Attend to taxpayers within 20 minutes	80	79
2006	Issue refunds (Within 14 days)	90	85.3
2006	Issue refunds (Within 30 days)	100	95.8
2007	Answer telephone calls within 2 minutes	75	79
2007	Answer telephone calls within 1 minute (Non-peak)	85	79
2007	Answer telephone calls within 1 minute (Peak)	70	69
2007	Reply to case specific enquiry emails within 5 working days	80	94

Column legend

Title	Column name	Data type	Unit of measure	Description
Financial Year	financial_year	Year (YYYY)	-	Financial year starts on 1 April and ends on 31 March
Service Standards	service_levels	Text	-	-
Target	target	Text	-	Numeric (Percentage)100% is represented by: "100"
Achieved	achieved	Text	-	Numeric (Percentage)100% is represented by: "100"

Analyse this dataset with Colab Notebook

1. Copy this dataset ID: d_0c01e4961f6af3ae5f4ca75255f98ef5
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Sample OpenAPI query

This code can be used to test a sample API query. It retrieves the data catalogue of this dataset. For a complete guide on query parameters and syntax, please refer to the API documentation. Try it out on your browser to see the response schema.

import requests
          
dataset_id = "d_0c01e4961f6af3ae5f4ca75255f98ef5"
url = "https://data.gov.sg/api/action/datastore_search?resource_id="  + dataset_id 
        
response = requests.get(url)
print(response.json())

Citation

This dataset can be reused and cited in research publications.

Inland Revenue Authority of Singapore. (2016). Service Levels (2025) [Dataset]. data.gov.sg. Retrieved May 6, 2026 from https://data.gov.sg/datasets/d_0c01e4961f6af3ae5f4ca75255f98ef5/view

About this dataset

Contact

hoong_sook_ying@iras.gov.sg melissa_lim@iras.gov.sg

Created on

28 Jun 2016

Licence

Free forever for personal or commercial use, under the Open Data Licence.

Agency

IRAS (Inland Revenue Authority of Singapore)