11 Mar 1111 On ATO "service" standards
MEMBER 35 writes:
"A return lodged on 22 October 2010 hadn't been assessed so we rang on 1 February 2011 when it was 'escalated'. Received a phone call on 7 March 2011 from the 'priority processing area' to respond to the escalation.
The caller told me there was a delay with the return and I responded that I knew that - that's why I phoned 35 days ago. The caller responded that 'I don't write the scripts' and that the purpose of the call was to let me know there was a delay in processing the return. Couldn't tell me why or when it would be assessed.
What a complete waste of time and effort, ATO I'm afraid just doesn't get it. Wonder if I could adopt similar tactics when next I have problems meeting one of their deadlines.
The lack of service standard statistics the ATO are always pushing don't tell the whole story. They might show that a large percentage of targets were met but don't show the problems the others cause or the unreasonable time they actually took."