Performance standards

The Valuer General sets the performance standards (key performance indicators) for the valuation system.

The results are included in the Valuer General’s annual report.

Performance report 1 July 2018 - 30 June 2019

Key Performance Indicators 2013/14 2014/15 2015/16 2016/17 2017/18 2018/19 Target
Total valuations issued for rating and taxing purposes1 1,725,392
 1,850,887
 1,820,393
 3,592,2152
 1,042,379
 510,149 -
Total valuations on Register of Land Values at 30 June 2,485,796 2,505,206 2,529,278
 2,550,147
 2,573,8533
 5,599,6503 -
Total Notices of Valuations issued 827,302
 947,666
 888,841
 2,668,4084
 62,1395
 75,945 -
Customer service
Total number of calls 31,286
 23,641
 26,364
 34,428
 18,983
 19,308 -
% of calls resolved on first contact 93%
 82%6
 85%
 88%
 86%
 95% 85%
% of calls responded to within 3 days 99% 98% 90% 83% 77% 95%7 90%7
Rate payers
% Notices of Valuation issued within 31 days of completion 92% 96% 96% 90%8
 76%
 91% 98%
% Notices of Valuation for general valuation issued to landholders by delivery date 100% 100% 100% 100% No Notices of Valuation for general valuations issued this year
 100%    
 100%
% general valuations land values issued to relevant councils by delivery date 100% 100% 100% 100% 100%9 100%
 100%
% supplementary valuations to councils within 31 days 100% 100% 100% 100% 98% 100% 100%
Revenue NSW
% objections to land values for land tax completed within 90 days 63% 77% 64% 52% 53% 54% 85%
% objections to land values for land tax completed within 120 days 77% 94% 84% 82% 71% 81% 90%
% objections to land values for land tax, where land value is greater than $1m, within 20 days 78% 93% 85% 88% 65% 78% 100%
% of final land values issued to Revenue NSW by delivery date 100% 100% 100% 100% 100% 100% 100%
Supplementary valuations
Total supplementary valuations issued10 53,767
 81,22511
 53,284
 52,286
 54,146 51,232 -
Average days to complete 33 days 36 days 36 days 38 days 31 days
 37 days <60 days
Statistical quality measures for land values12
% Council areas meeting all standards - Residential 97.7%
 98.5%
 98.6%
 98.6%
 97.9
 100% 90%
% Council areas meeting all standards - Business / Industrial 86.1%
 89.4%
 88.5%
 87.2% 93.4%
 92% 85%
% Council areas meeting all standards - Rural 78.5%
 85.2%
 84.0%
 86.7%
 78.5%
 80% 75%
Objections
Number of objections received for all valuing years 4,814
 4,933
 7,051
 9,30613
 5,657
 10,719 -
Number of objections completed for all valuing years 5,725
 4,346
 6,692
 6,27514
 9,146
 6,988 -
Number of objections registered15 as a % of valuations issued 0.28%
 0.27%
 0.39%
 0.26%
 0.54%
 2.10% -
% objections to land values completed within 90 days 67% 76% 50% 55% 51% 262% 80%16
% objections to land values completed within 120 days 80% 92% 73% 86% 71% 84% 90%
% objections to land values completed within 180 days 96% 99% 96% 94% 90% 94% 98%
Average number of days to complete objections 81 days 69 days 80 days 83 days 108 days
 102 days 75 days
% of objections that led to a change in land value17 - - 30% 22% 21% 17.15% -

 

A land value can be counted more than once when used for council rates and land tax.

  1. A land value can be counted more than once when used for council rates and land tax.
  2. Notices of Valuation were issued for all LGAs in 2017 to align the valuing year for all properties in preparation for the then proposed Fire and Emergency Services Levy. This increased the number over previous years.
  3. Data extracted on 30 June 2019.
  4. There are more Notices of Valuation issued than total valuations on the Register due to Notices for multiple valuing years being issued for some properties for rating purposes.
  5. Notices of Valuation are issued to land owners on a three yearly cycle effective from FY 2016 - 2017, to coincide with general valuations to council. In FY2017 - 2018, general valuations were provided to one council. The figure provided for FY2018 - 2019 reflects Notices of Valuation issued: to landholders in two council areas, as a result of supplementary valuations, and those that were returned as undelivered and were subsequently reissued.
  6. Manually calculated as outsourced call centre withdrew at short notice and calls were brought in house.
  7. KPI of 95% was changed to 90% in 2014 – 2015 to accord with the Service Level Agreement in place between the Valuer General and Land and Property Information.
  8. The issuing of supplementary Notices of Valuations for the 2016 valuing year was suspended due to the issue of Notices of Valuation for all properties in preparation for the then proposed Fire and Emergency Services Levy and resulted in the KPI not being met.
  9. One council received a general valuation file in FY2017 – 2018.
  10. Issued here means issued to Council and Revenue NSW.
  11. Increase in supplementary valuations in FY2014 – 2015 was due to new local environmental plans issued in LGAs. In the Annual Report for 2017 – 18, the footnote for this value was appended as the number to the actual value. This has been corrected for this report.
  12. Where an appropriate number of analysed sales (five or more) is not available for a zone, the LGA is not included in the measure.
  13. The issue of Notices of Valuation for all properties in a single year resulted in the increase in the number of objections.
  14. Now excludes incomplete objections with issued preliminary reports.
  15. The word issued in this KPI has been changed to registered as the numbers mentioned here are derived from the number of objections that were registered during the given financial year.
  16. KPI of 85% changed to 80% in FY204 – 2015 to accord with the Service Level Agreement and to recognise the increase in processing times as landholders have more opportunity to raise concerns.
  17. First reported in 2015 – 2016 annual report. 
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