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