A Singapore Government Agency Website
Official website links end with .gov.sg
Government agencies communicate via .gov.sg websites (e.g. go.gov.sg/open). Trusted websites

Secure websites use HTTPS

Look for a lock () or https:// as an added precaution. Share sensitive information only on official, secure websites.

Scam alert

Government officers will never ask you to send money or share your details over the phone. When unsure, hang up and call Scamshield at 1799.
 
Economy

Service Levels

IRAS (Inland Revenue Authority of Singapore)
  • FY2015/16, ”Attend to taxpayers within 20 minutes” applies to the period April to September 2015.
  • FY2015/16, ”Attend to taxpayers with appointments within 15 minutes” applies to the period October 2015 to March 2016, following the introduction of appointment-based interviews in October 2015.
  • From FY2021: The appointment service standard target was revised from 100% to 80% due to considerations during the COVID-19 pandemic. The target and achieved figures represent the percentage of appointments handled within the specified timeframe. For example, a target of 80% and an achieved rate of 84% means that 84% of appointments were handled within the specified timeframe, against a target of 80%.
  • “Reply to emails within 5 working days” was previously termed “Reply to case-specific enquiry emails within 5 working days”.
  • The service performance indicators are rounded-off figures.

Data from 2006 to 2025

Last updated 7 days ago (2 Sep 2026)

Data explorer

ServiceLevels.csv (129 rows, 6.9 KB)

Financial Year
Year (YYYY)
Service Standards
Text
Target
Text
Achieved
Text
(Null)0.0%
20076.2%
20086.2%
20095.4%
20156.2%
(Null)0.0%
Issue refunds (Within 30 days)15.5%
Reply to emails within 5 working days15.5%
Respond to correspondences within 15 working days15.5%
Issue refunds (Within 14 days)10.9%
(Null)0.0%
709.3%
8048.1%
859.3%
10020.2%
(Null)0.0%
2006Answer telephone calls within 2 minutes7572
2006Reply to emails within 5 working days8086
2006Respond to correspondences within 15 working days8085
2006Attend to taxpayers within 20 minutes8079
2006Issue refunds (Within 14 days)9085.3
2006Issue refunds (Within 30 days)10095.8
2007Answer telephone calls within 2 minutes7579
2007Answer telephone calls within 1 minute (Non-peak)8579
2007Answer telephone calls within 1 minute (Peak)7069
2007Reply to emails within 5 working days8094
Google colab link
Analyse this dataset with Colab Notebook
  1. 1. Copy this dataset ID: d_0c01e4961f6af3ae5f4ca75255f98ef5
  2. 2. Click on the button below

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.

Adding an API key gives you higher rate limits and priority support. Log in to create your API key.

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 (2026) [Dataset]. data.gov.sg. Retrieved September 9, 2026 from https://data.gov.sg/datasets/d_0c01e4961f6af3ae5f4ca75255f98ef5/view

About this dataset

Contact

hoong_sook_ying@iras.gov.sgmelissa_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)