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09 Nov 12 On ATO “escalation”

MEMBER 220 writes:

“Do the ATO have a definition of ‘escalate’? We are constantly dealing with individuals at the ATO with no idea, or no power to make a decision, so they ‘escalate’ the matter. As far as I can tell, ‘escalate’ means pass the buck for at least two weeks. We have escalated the same issue several times in the past. One comment I received last week was that the matter had reached the highest level of escalation, so ‘should be dealt with soon’. I had no idea there were several levels of escalation. Is anyone aware of the ATO’s escalation policy and procedures?”

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