Review: ATO online services for agents

Scheduled to begin in mid-September 2025

Online Services for Agents (OSfA) is a secure system provided by the ATO for registered tax and BAS agents. It allows agents to access a range of client information and services, offering real-time visibility and control over client data.

The ATO has been encouraging agents to use self-service platforms like OSfA to streamline processes and reduce reliance on phone support. This push aims to make interactions more efficient and reduce wait times for agents.

However, feedback from recent consultation with the registered agent community has highlighted several issues and concerns with OSfA. Agents have reported inefficiencies and increased administrative burdens. Additionally, agents have reported that they would be more likely to use OSfA if it had the capability to fulfil their key transaction requirements and could do so in a timely way to meet the needs of their clients. These issues have raised questions about the system’s effectiveness and usability. As such, this review will look into whether OSfA is easy to access, provides a simple and low-cost compliance option, offers transparency to agents, and is getting it right in respect of agents’ needs.

What will we examine?

  • Whether the system’s design and functionality meet the needs of agents, addressing reported gaps in capability, lack of visibility of key information, and administrative burdens.
  • Whether improvements in user interface, response times and experience could increase adoption and satisfaction among agents.
  • Whether the current support and training provided to agents are sufficient to help them effectively use OSfA.