Website
Our website is the primary source of information for the services we administer and the gateway to digital applications including Duties Online, My Land Tax, Payroll Tax Express, calculators and online forms.
There were 16.8 million website views in 2023–24.
Our website hosts a range of resources, including:
- videos to help customers understand complex information in a friendly format
- calculators to help customers estimate concessions, duties and taxes
- decision tools to help customers determine whether they’re liable for a tax or eligible for support.
In 2023–24, our:
- videos received more than 63,000 views, a 45% increase on the previous year
- calculators received 3.5 million visits
- decision tools received more than 200,000 views, with the most popular topics being Am I eligible for the Homebuyer Fund?, Do I have to pay land tax? and Do I have to pay the absentee owner surcharge?
Online portals
We offer a range of online portals that allow customers to self-service. These portals are designed to make it easier to perform actions like registering to pay a tax, lodging a return, making a payment, notifying us and updating details.
In 2023–24:
- 100% of payroll tax lodgements were completed through PTX Express
- 99.95% of regular land transfer duty transactions were completed through Duties Online
- More than 171,000 new customers registered for My Land Tax
- Land tax customers lodged more than 59,000 amendments through My Land Tax, meaning most amendments were lodged through the application (either by the customer directly or with the help of customer service representative).
Measuring and improving our online services
Our business decisions are supported by real-time reporting data and analytical tools. Web analytics are collected across our online systems and customer feedback is collected through our website via pop-up website surveys and on-page feedback questions.
In 2023–24, we received feedback from 7,100 customers on our website and 15,500 customers on My Land Tax. We use this feedback to improve the content and functionality of our digital products and online services.
We also work closely with customers and industry stakeholders to co-design and test our systems to ensure these are easy to use and meet expectations.
Throughout 2023–24, the number of people accessing our website through a mobile device increased by 7.8%.
Similar numbers of people visited our website using a desktop (49.4%) as a mobile device (49.0%), followed by tablet (1.6%).
Other online channels
We engage with customers through other online channels including:
- email newsletters – in 2023–24, we sent 54 email campaigns, alerting subscribers about legislative updates, lodgement details, revenue rulings and upcoming education sessions.
- social media – this year, our LinkedIn following grew to more than 3,500.
To stay informed about Victoria’s taxation legislation, duties, levies and grants, subscribe to our mailing list and follow us on LinkedIn.