Review: Letters from the ATO
Reviews and reports
The ATO sends more than 140 million letters and messages to Australians each year and invests considerable taxpayer funded resources into developing and distributing them.
But many people still say they find some letters confusing, too technical, and their tone can cause unnecessary stress and anxiety.
We conducted this review because the ATO has a responsibility to engage with taxpayers in ways that make it easy to understand their obligations and any actions they need to take.
The review looked at the ATO’s process for designing and testing high volume letters and examined a sample of some of the most complex letters.