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18 Feb 11 Can you make a complaint about the Portal?

The Tax Institute's Tax Policy and Research Division writes:

"In response to Member 9 [who was told that he could not lodge a complaint about the Portal with Tax Practitioner Services, but only provide "feedback"] - see 2011 TAXVINE No 3 (4 February 2011) - the ATO has advised the Taxation Institute that agents are entitled to lodge a formal complaint with Tax Practitioner Services - however, when it is a system issue such as the Portal being down, the feedback is valuable and is passed on immediately to the relevant area to assist them determine a solution. Last year when the ATO had a significant issue with the Portal they kept in touch with some of the agents who had advised that they were having issues, working with these agents in testing solutions - this allowed the ATO to identify the issue more quickly and determine and test the solution.

If an ATO officer does not appear to accept the lodgment of a complaint, agents should note the details of the officer concerned and report it to: taxpolicy@taxinstitute.com.au."


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