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08 Apr 11 On ATO phonecall cut-offs

MEMBER 59 writes:

"Can the ATO schedule some more staff training on how to transfer a phone call between their own officers? This year I have been cut off on numerous occasions after (very polite) discussions with call centre staff who can't solve the slightly difficult problems and therefore need to transfer me to talk to a specialist.

One officer told me the cut-offs are probably due to them having incompatible phone systems! What?

Therefore you have to start all over again and the client keeps getting charged.

Why doesn't the ATO have a simple system whereby they give each employee a dedicated staff number so that we can identify them (we don't need their names) and get back to the person that we rang originally? Surely this would help them stop double handling too?"


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