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11 Jun 1010 On ATO call centres

MEMBER 180 writes:
"We rang an ATO 1300 number regarding a debt matter. The ATO person on the other line appeared to have no true understanding of the circumstances surrounding a particular notice. That is, their ability to further discuss the matter in even a general way appeared a difficult task.

After further discussions that went around in circles we insisted on speaking to a supervisor. We then understood that it was also difficult to speak to a supervisor as this 1300 call was directed to an overseas call centre?

A supervisor later contacted us regarding this particular matter. I started to quiz the supervisor regarding the earlier ATO officer and whether the call centre assumption was correct. I was informed by the ATO supervisor that it was not a call centre but a group/team maybe located overseas that are well briefed or rehearsed on ATO matters.

Can the ATO confirm that some of their debt recovery issues are now handled by a call centre not located in Australia?

If this is the case, we as a country should be embarrassed that we are sending jobs overseas. Lucky we have a Government for the working class of Australia.

If my assumptions are incorrect, apologies to all concerned."

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