01 Apr 10 On proof of identity proceduresMEMBER 78 writes:
"Apart from all the problems with the new ATO computer system (I am sure they will not mind when we get a new computer system in a few months and cease all our client payments to them for 3 months or so because we cannot process anything!), we have issues with the proof of identity procedures.
When we ring the ATO, they have to identify us due to the privacy of the information they handle. That is understandable. But when they ring us, why do they request identification from us? A number of times now we have had a call from an ATO officer who asks us what the client's TFN and details are. We do not give out the information and instead ask the caller to provide the TFN of the client so we know the call is genuine. After all, they are just a voice on the telephone. They never provide the TFN to us, so we terminate the call. We do not want our clients to be subject to identity theft. But we cannot seem to make the callers understand that THEY ARE CALLING US and should identify themselves just as we are required to identify ourselves when calling them.
Another annoying waste of time.
And we will shortly be introducing service standard of 56 days when dealing with ATO queries to us."