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13 Feb 14 ANAO report on ATO's Management of Complaints and Other Feedback

On 12 February 2014, the Australian National Audit Office (ANAO) tabled its report into the ATO's management of complaints and other feedback.

Overall, ANAO concludes:

"The ATO’s complaints handling framework is well-designed and its management arrangements are generally sound. The complaints reengineering project has strengthened complaints handling, and there has been a rebound in client satisfaction and community perceptions in the 2013 surveys. Nevertheless, opportunities remain to more fully address the principles of fairness, accessibility, responsiveness, integration and efficiency outlined in the Commonwealth Ombudsman’s Better Practice Guide to Complaint Handling. There are also opportunities to improve complaints handling practices, including better understanding of issues which were the subject of complaints and the needs of complainants. In addition, there is scope for the ATO to:

  • improve reporting against complaints handling timeliness measures, and to develop other performance measures;
  • implement a more coherent agency-wide quality assurance framework for complaints and other feedback; and
  • limit sensitive information about named officer complaints from being included in records on the ATO’s client relationship management computer system, and implement measures to periodically check that ATO officers have not accessed these records inappropriately."

The ANAO has made three recommendations in relation to these three matters aimed at improving the ATO’s handling of complaints and its monitoring and reporting of performance in managing complaints.

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