16 Mar 12 On how to get problems resolved - Member response
Last week, Member 43 made a suggestion about The Tax Institute maintaining a log of issues raised with the ATO, with estimated dates for completion, completion dates, etc. That member, who this week becomes MEMBER 55, continues the dialogue:
"Thank you for your response to my suggestion. However, what I didn't understand is if The Tax Institute has systems in place with the ATO to set priorities for issues and then monitor the status of progress against dates the problems were originally raised. It's great that The Tax Institute continues to follow up with various areas of the ATO. But, if you don't have any way of measuring progress then you can't really manage the situation properly. It's no different to managing jobs in a practice. You need to have a priority and status for each job and if there are roadblocks they can be more easily identified and addressed. By your response it sounds like all issues are communicated to the ATO and then The Tax Institute simply chases them up but no measurement of time in the system or priority placed on each issue is recorded or monitored. If there are such systems in place could you please provide a general outline of how they operate? We, the members, can then have some appreciation on how our issues are dealt with between The Tax Institute and ATO and some understanding of performance over a period. This could also be used to measure the success that the Tax Institute has in getting member issues resolved. Obviously, this system would only apply to matters of general concern and not to any issues that relate to a specific member or tax practitioner."
THE TAX INSTITUTE'S TAX COUNSEL, STEPHANIE CAREDES, COMMENTS: "The agenda for each ATO consultative forum in which The Tax Institute is very actively involved in advocating for its members and pursuing ongoing issues on behalf of its members with the ATO is how issues are raised and acted upon. These forums convene at regular intervals where progress of matters is ascertained. The Tax Institute then reports to its members through TaxVine on the issues discussed, progressed and resolved."