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24 Apr 15 On complex issue resolution

MEMBER 84 writes:

“Thank you ATO for providing details on how to submit issues via the Complex Issue Resolution Service.

After going to the relevant ATO webpage, I tried to fill out & submit the online form using the email form button at the bottom of the form. After a couple of attempts there was no indication anything happened. Didn’t want to just assume the form made it to the ATO (as it is a complex issue we want addressed), so looked at the next suggestion on that ATO website which was to send the complex issue details to an ATO email address. Clicked on the relevant link which showed the ATO email address, it automatically opened my email program & I attached a scanned copy of the online form & sent the email. Then get an email back saying email delivery has failed, the email address could not be found.

What a joke, so even trying to use the complex issue resolution service ends up resulting in yet more problems. Maybe the ATO will need to develop a new separate complex service to fix issues with trying to use the complex resolution service.

I then rang the ATO, sat on hold for 10 mins & they found a problem with the email link on that ATO webpage, said will get it fixed & gave me corrected email address. Yet again more wasted time … and this is all before we have any hope of getting the ATO to fix the actual ‘complex issue’ we have, which is of course created by the ATO computer system failings in the first place. All the Member Feedback comments are starting to show a constant trend ...”


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