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17 Sep 2020 Member Advocacy

myGovID — response by Senior Advocate, Robyn Jacobson CTA

A member recently sought assistance with his myGovID registration and access to the ATO’s Online Services for agents.

I have been registered on myGovID for a number of months now. Occasionally, I have not been able to log in and so I’ve called my IT specialist to help me to reconnect. However, yesterday my IT specialist was unable to reconnect me so I rang the ATO for assistance. I spent 1 hour and 10 minutes on the telephone with the ATO officer but for some reason myGovID could not verify my driver’s licence information although previously there had been no problems. I am using the same new mobile phone I bought to be compatible with the ATO requirements.

I was told by the ATO officer that she would raise the issue and someone would get back to me in the next 15 days. I was also told to contact the VicRoads Registration Office because there could be a problem with my driver’s licence. In the meantime, I cannot access the ATO’s Online Services for agents.

This means I am unable to check on the progress of tax returns or on JobKeeper information. This will become even more critical if after 15 days the ATO hasn’t found a solution to this issue as I will not be able to update JobKeeper information, and income tax returns and BAS details cannot be followed up on the online system. I want to be able to access myGovID and be able to access the ATO’s Online Services for agents as soon as possible so I can continue to service my clients.

The Tax Institute took the issue the same day to the ATO seeking assistance for the member. The ATO escalated the issue to their Complex Issues Resolution team the following day who liaised with the myGovID team to investigate.

Three business days later, the member contacted us to advise that their access to the ATO’s Online Services for agents had been reinstated. The member provided this feedback:

The ATO contacted me today and I’m back on the Online Services for agents system now. They did a good job and met the timetable they set. I would also like to thank you for the quick response to my problem and for getting me in touch with the correct area in the ATO.

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