Website
Our website is customers’ main source of information about the taxes, levies, grants, subsidies and other supports 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.
In December 2025, we launched a new-look website. Recognising the significant work to improve the experience for everyday Victorians as well as businesses and tax professionals, our redesigned website was named Best Government Website at the 2026 Australian Web Awards in May 2026.
We also added to our library of short animated videos, including new videos to support the introduction of the emergency services and volunteers fund.
In 2025–26, our:
- website received 5.9 million sessions and 12.0 million views
- calculators received 1.8 million visits
- videos received more than 91,000 views
- decision tools received more than 55,000 views.
Our chatbot also handled 32,606 chats, and we answered 3,690 live chats.
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 2025–26:
- 100% of payroll tax lodgements were completed through PTX Express, and 87% of customers who responded to our survey said they were satisfied with the portal
- 99.65% of regular land transfer duty transactions were completed through Duties Online
- 62,305 customers registered for My Land Tax for the first time
- 118,059 AutoPay arrangements were set up, allowing customers to pay land tax or vacant residential land tax by 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 2025–26, our website customer satisfaction score was 79%. This result remains consistently above our internal benchmark.
Other online channels
We engage with customers through other online channels including email newsletters and LinkedIn.
In 2025–26, we sent 58 email campaigns, alerting subscribers about legislative updates, lodgement details, revenue rulings and upcoming education sessions. We emailed more than 3.8 million recipients, achieving an average open rate of 33.1% and click rate of 3.7%. As of 30 June 2026, we had more than 424,000 email subscribers.
We also grew our LinkedIn following to more than 5,200 and earned an average engagement rate of 6.1%.
To stay informed about Victoria’s taxation legislation, duties, levies and grants, subscribe to our mailing list and follow us on LinkedIn.