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MEMBER 66 writes:

“Given the great service standard of the ATO I am looking to implement them as best practice into my firm too.

‘All Calls from the ATO will first be forwarded to a message explaining privacy rules followed by elevator music whilst they wait for a staff member to become available.

Once a staff member is available to take the call they will advise that we no longer take phone calls; please email your question to

A response email will then issue automatically advising it will take 28 days to respond. If you have not received a response within 28 days please contact us and we will escalate your query.’”


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