Website
Our website is our customers’ main source of information about the taxes, levies, grants and subsidies we administer.
It is also the gateway to:
- digital applications including Duties Online, My Land Tax, Payroll Tax Express and online forms
- useful resources like calculators, educational videos and decision trees to help customers determine whether they’re liable for a tax or eligible for support.
Over the past 12 months, we began a website review project to deliver a new-look website that will be even more clear, engaging and intuitive for customers.
We also published a series of short, animated videos to help customers better understand their taxation obligations.
In 2024–25, our:
- website received 6.8 million sessions and 14.6 million views
- calculators received 3.1 million visits
- videos received more than 108,000 views, a 72% increase on the year before
- decision tools received more than 120,000 views, with the most popular topics being Am I eligible for the Homebuyer Fund?, Do I have to pay the absentee owner surcharge? and Do I have to register for payroll tax in Victoria?
Online portals
We offer a range of online portals that allow customers to self-service. These portals aim to make it easier to do things like register for a tax, lodge a return, make a payment, notify us and update your details.
In 2024–25:
- 100% of payroll tax lodgements were completed through PTX Express, and 78% of customers who responded to our survey said they were satisfied with the portal
- 99.4% of regular land transfer duty transactions were completed through Duties Online
- 58,861 customers registered for My Land Tax for the first time
- 110,135 AutoPay arrangements were set up, allowing customers to pay land tax or vacant residential land tax in instalments.
Measuring and improving our online services
Our business decisions are supported by real-time reporting data and analytical tools.
Our online systems collect web analytics, while our website gathers feedback from customers through pop-up surveys and on-page questions. 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 make sure they are easy to use and meet expectations.
In 2024–25, our website customer satisfaction score was 75.3%.
Over the past financial year, most people visited our website using a desktop (54.8%), followed by a mobile device (43.9%) and tablet (1.3%).
Other online channels
We engage with customers through other online channels including email newsletters and social media.
In 2024–25, we sent 73 email campaigns, alerting subscribers about legislative updates, lodgement details, revenue rulings and upcoming education sessions. We emailed more than 3.5 million recipients, achieving an average open rate of 64% and click rate of 4%.
We also grew our LinkedIn following to more than 4,400, with an average engagement rate of 4.5%.
To stay informed about Victoria’s taxation legislation, duties, levies and grants, subscribe to our mailing list and follow us on LinkedIn.