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18 Nov 11 More on the "12 week" delay

MEMBER 207 writes:

"When is somebody going to hold the ATO accountable for their inactions? There appears to be no recourse to their behaviour or actions and there is not one person who appears to be able to assist.

We are so frustrated by this current 12 week review/audit campaign that we are at our wits end. Thankfully we have only 3 clients (so far) affected but all lodged 'simple' I returns in early July 2011. All requested documentation including receipts for every single claim, expenses, etc (including demand for receipts for WRE under $200) was provided in September 2011. After numerous follow up telephone calls and being read the same standard paragraph from their prompt sheet about 4 or 6 week service standards, no one is able to provide ANY update or assistance.

One client in this period has had a breakdown and is hospitalised, unable to work and needing the refund money desperately...but still nobody is able to assist. I am then advised today (14 November 2011) that we can expect a further 6-10 weeks as no case officer has been assigned to any of my 3 clients' reviews! That's it, end of story, nothing further can be done but I can transfer you through to the complaints area...37 minutes on hold and still waiting to get through to complaints whilst I write this!

How is this acceptable...these returns were lodged in July 2011?"

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