"Why do some ATO staff refuse to provide a direct number when leaving a message to return missed calls? Had another instance of an ATO team member only leaving the generic 13 72 86 & a Fast Key Code and a first name and reference number to be used to return a missed phone call. This adds at least 5 minutes or so to returning any calls and trying to track down the person to speak to. Us in the "real world" do not have such time to waste nor do we need the added frustration. When quizzed on this matter the ATO team member said they were not allowed to give out their direct number. How come some can and do then?"