“The ATO is increasingly providing its services online, but 65% of tax agents say they had problems using these services, so many of them pick the phone and call the ATO’s dedicated registered agent phone line to get help, but the feedback I get from agents is that the service has long wait times and is inconsistent, and that they aren’t confident they will get the right answer when they call, or even the same answer each time they call,” says Ruth Owen, Inspector-General of Taxation. “I think that’s worth investigating.”