Review: Systemic review of the effectiveness of the ATO’s registered agent phone line.

STATUS: Review completed October 2025

We conducted a review into the ATO’s registered agent phone line 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.

We undertook widespread consultation with the tax community in early 2025 to inform our review and final recommendations. We thank all those who participated in the review through submissions, an online survey and consultation activities. 

Webinar: the Tax Ombudsman will present review findings at 12:30pm AEDT Thursday, 23 October. Register to attend the webinar at: Registered Agent Phone Line Review webinar