Media release: Tax Ombudsman criticises the ATO over service to agents

We conducted a review into the ATO’s registered agent phone line and service offer to agents in response to increasing complaints of poor service. 

Registered tax agents play a vital role in the Australian tax system, representing 62% of individual taxpayers and 96% of other taxpayers.

The ATO encourages registered agents to use its online services but, with 65% of agents reporting problems, there is still a strong demand for their dedicated registered agent phone line. 

Our review looked into the differences between what registered agents expect of the phone service and what the ATO provides, as well as how the ATO is consulting with agents, to make recommendations on how the service can be improved.

The ATO agreed to all but one of our 14 recommendations, rejecting the idea of routing agents’ calls to more experienced or skilled staff.

To access the report, visit Review: Systemic review of the effectiveness of the ATO’s registered agent phone line. – Tax Ombudsman

Media Release: Tax Ombudsman criticises the ATO over service to tax agents

Refreshed 2026 work plan

We undertake consultation to refresh our work plan every 6 months to ensure that it remains relevant and responsive to changing environmental, social and policy priorities.

Our refreshed 2025-26 work plan, released in December 2025, outlines the status of current reviews, what’s coming up next and necessary changes made to prioritise emerging reviews and to align or avoid duplication with other Government reviews or bodies of work.

The topics we’ve selected are a reflection of the issues that the community told us were the biggest challenges in the administration of the tax system. Thanks to all our stakeholders for contributing to the consultation period in October 2025.

For more information visit 2025-26 Refreshed Systemic Reviews Work Plan

Annual Report 2016-17

The Inspector-General of Taxation today (26 October 2017) released his 2016-17 Annual Report.

IGT review into ATO’s Fraud Control Management

The Inspector-General of Taxation (IGT), Mr Ali Noroozi, has accepted the Senate Economics References Committee’s (the Committee) request to examine how the Australian Taxation Office (ATO) addresses the risk of fraud and associated issues.

New IGT work program announced

The Inspector-General of Taxation (IGT), Mr Ali Noroozi, today announced his new work program aimed at further improving tax administration in Australia.