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07 Nov 08 Don't call us, we'll call you

MEMBER 1 writes:

"I have been chasing an amendment refund for a client since the request was made. I notice on the Portal under client dealings that the matter is listed there with an estimated date of completion. I understand that this date is based on the Taxpayers' Charter standards, and that is fine. But can anyone please explain how the status column can move to completed, but the money doesn't turn up anywhere? In chasing this up, I am told that someone will call me (but that is just too too hopeful to expect the ATO to call back in a day or so, they keep saying the service standard to call back can be up to 14 days - try telling the ATO you will call them back in 14 days). I have of course moved this matter to the Relationship Manager area, but in the meantime my client is still waiting for the money.
I applaud the ATO in trying to make our dealings transparent with the client dealings tab, but the information needs to be accurate and up to date, and we need to talk to the person who has the matter stuck in their in-tray; after all, that is what they expect out of us."

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