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30 Mar 12 On the ATO Complaints Section

MEMBER 70 writes:

"After 5 months & 2 phone calls, I decided to ring the Relationship Manager but was told they do not exist and she could not deal with my problem. When pressed, she admitted that she handles complaints.

My problem concerned Credit Interest when Income Tax is paid more than 14 days early. Again she advised that this was NOT a valid complaint because the ATO definitely does not pay such credit interest.

Reluctantly, she looked up the taxpayer on her computer and confirmed that yes I had made two phone calls already about the problem. However the ATO notation said 'Read from script' so it is not a valid complaint. Until the ATO chooses to 'escalate' the problem, I have no grounds for complaint. So back to square 1, to have problem 'escalated'. Next officer was a rarity. She was nice, knew what I was talking about, agreed that the problem exists then escalated it to have a 1 week response before I was to call back.

Fortunately, the ATO survey arrived within hours. I agree with Member 61 - see 2012 TAXVINE No 9 (23 March 2012) - that some of the questions are garbage but it was a great opportunity to express disappointment in the ATO."


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