Skip to main content
shopping_cart

Your shopping cart is empty

Frequently Asked Questions

Tell us what you think about the website.

You feedback is important to us, rate your satisfaction and leave feedback in this 1 minute survey.

Why have you moved the search pods (or boxes) on some pages?  

Several areas of the site, related to our Tax Knowledge eXchange content, had context specific search pods in the right hand column. Our new design has removed that right hand column across the site to provide a cleaner, less cluttered, look.

This has resulted in us moving the search pods to the left hand column.  

Why are you updating the website? 

Late last year we asked our members and website users for feedback on our website. They said they wanted: 

  • a more simple layout to make it easier to find information   
  • a reduction in the volume of content on pages as some were considered “busy”, “confusing” and “cluttered”   
  • a focus on “familiar” terminology 
  • navigation on the website that reflects how products and services are searched for   
  • removal of “unnecessary” content, particularly on the homepage 
  • an area to find, and access, the resources and benefits of membership of The Tax Institute. 

The aim of this website update is to transform the look and feel, content and navigation structure to address all of these issues. 

What will the new website look like? 

The new website will maintain our strong Institute brand, but will provide more white space, less clutter and a fresh new look. 

Here is a screenshot showing our concept for the homepage. 

 

Note that there may be some small tweaks to this design along the way, and it may look slightly different upon launch. 

When will the new website be launched? 

To minimise impact on you, our primary users, we will be gradually rolling out changes over the next few months. 

As each small change is rolled out we will advise you of the change via an unobtrusive information box at the top of the website. This will also provide a link to this Frequently Asked Questions (FAQs) page which will be updated to provide more detail about the change. 

How will the new website help me? 

We will streamline our menus to give you quicker access to the products and services you’re looking for, improve our page layouts for better browsing, and improve the user experience by ensuring the information you need is at your fingertips. This includes: 

  • increased visibility of the Tax Policy and Media work the Institute undertakes 
  • a new Graduate Diploma of Applied Tax Law section 
  • year round access to all our local and flagship events that we offer 
  • the opportunity to browse all our activities by different special interest areas. 

Most notably, our homepage will be consolidated and decluttered to present only the key areas you need. 

I have forgotten my password, what should I do?

Click the Forgot my password link and follow the steps to reset your security information.

An email will be sent to you giving you a link to a page containing your username and that allows you to reset your password.

I have forgotten my login details, what should I do?

Click the Forgot my password link and follow the steps to reset your security information.

An email will be sent to you giving you a link to a page containing your username and that allows you to set up a new password.

I've tried to Register on the site, but it's telling me that my profile closely matches that of an existing account. What should I do?

It may be that your details are already in our database as it contains details of all Tax Institute members and former members plus anyone who has attended one of our events.

Click the Forgot my password link and follow the steps to reset your security information.

An email will be sent to you giving you a link to a page containing your username and that allows you to set up a password.

I've entered my email address in to Reset my Password, but it's telling me that the data I've entered does not match your records. What should I do?

It may be that the email address we have for you in our user database is incorrect or non-existent. Please call our Help Desk on 1800 674 426 (Monday to Friday, 8.30am to 5.00pm) and ask us to amend your details in our database.

I am having troubles finding information in the Structured Education Program web site?

If you are currently enrolled in the Structured Education Program, you will have access to study materials, lecture activities and assessments for the course(s) you are enrolled in.

On the right side of the page you will see what course(s) you are enrolled in and what information you have been assigned access to. There is also a navigation tool at the top of the page (beneath the main menu) to assist you with identifying where you are within the Structured Education Program web site.

Remember, you can also enter a keyword in the Site Search field on the right side of the page.

I can't find what I'm looking for? Are there any search tips you could share with me?

When you are logged onto the Tax Institute web site you will have access to information that is linked to your personal profile. The site offers you multiple search options to assist with finding what you are looking for.

  • There is a general Site Search and an Advanced Search option located at the top right hand side of the page.
  • If you are looking for a specific article, there is also an article search function to the right of the page.

You will also notice that a second browser session will launch when you are accessing functions within our e-Portal. This includes online shopping, online library and Structured Education Program. This will again depend on your login profile and what you have access to. If you should be able to access any of these sites and you are not able to, contact the Tax Institute for assistance on 1800 674 426 or email webassist@taxinstitute.com.au.

Why is there a second web site browser opening?

A second browser session will launch when you are accessing functions within our e-Portal. This includes online shopping, online library and Structured Education Program. This will depend on your login profile and what you have access to. If you should be able to access any of these sites but you are unable, contact the Tax Institute for assistance on 1800 674 426 or email webassist@taxinstitute.com.au.

My screen seems to have frozen, who should I contact?

Contact your Help Desk to determine whether they can detect a problem within your firewalls. If they are certain that no technical issues are occurring, close down your browser session and restart. If you are still experiencing issues with the Tax Institute web site, contact the Tax Institute on 1800 674 426 or email webassist@taxinstitute.com.au.

 

While making an online payment my computer froze or my session dropped-out. How do I know that my payment has been successfully processed?

You will know that your payment has been successfully processed if you have received online notification that your payment has been processed and you have received a payment reference number.

If you are unsure whether your payment has been processed, contact your Card Issuer or the Tax Institute on 1800 674 426 or email webassist@taxinstitute.com.au.

How do I know that my credit card details are secure when I pay online?

The Tax Institute accepts online payments by major credit cards - VISA, MasterCard, and American Express.

When you enter your credit card details on the Tax Institute web site, your private details are securely passed using the best available encryption technology.

Secure Sockets Layer (SSL) technology secures your Web site by encrypting information and providing authentication - allowing customers to connect over a secure connection.

I am unable to link to an external web site. Why is this happening?

The Tax Institute uses best endeavours to ensure that all of our business partner links are accurate and current, however from time to time other businesses may change their web address details before notifying the Tax Institute.

What if the product I ordered online is damaged when I receive it?

Should you receive an incorrect or faulty product please contact us and we can arrange an exchange. Once you have received confirmation of the exchange, simply mail the product back to us at the following address:

Tax Institute of Australia
Level 10
175 Pitt Street
Sydney NSW 2000

Can I cancel my online purchase?

Your order can be changed or cancelled at any time before your order is sent. Once the order has been placed you can cancel your order by contacting the Tax Institute on 1800 674 426. We can only cancel orders that have not been shipped.

I am a web site subscriber but I can't download content that I should have access to?

Check that you are logged in correctly using your web subscription login. If you are still experiencing issues, contact the Tax Institute on 1800 674 426 or email webassist@taxinstitute.com.au.

When will I be able to order Publications online?

The Publications will be added to the e-Orders online catalogue during the second phase of the new web site release - coming soon. Until then, you can order your publications by faxing a completed order form to the Institute.

The web site seems to be slower than usual, what should I do?

Contact your Help Desk to determine whether there is a problem within your firewalls. If there are no technical issues detected, close down your browser session and restart. If you are still experiencing issues with the Tax Institute web site, contact the Tax Institute on 1800 674 426 or email webassist@taxinstitute.com.au.

I am having difficulty with registering?

If you think you already have a Tax Institute member number or customer ID please use the "Forgot my password" link on the Tax Institute site to have your login e-mailed to you. Otherwise contact the Tax Institute on 1800 674 426 or email webassist@taxinstitute.com.au to assist with creating a new user account for you.

I've purchased one of the following from the website. How long will I be able to access it? 

- paper or presentation 
- podcast 
- video 
- eBook 

You will be able to access your purchases for the six months following the date of purchase. To access them, login to the website, then click on 'Welcome ' at the top of any page on the site. Click on 'My downloads' for papers and presentations, 'My podcasts' for podcasts, 'My videos' for videos or 'My eBooks' for eBooks. 

My Tax Knowledge eXchange subscription has expired. Can I still access the materials I downloaded during the subscription for free?

No. The Tax Knowledge eXchange subscription only provides free access to materials during the period of the subscription.