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Members 133 and 134 - see 2014 TAXVINE No 33 (12 September 2014) - and Member 141 - see 2014 TAXVINE No 34 (19 September 2014) - all wrote about the lack of ATO action on requests made online, as now required by the ATO.


"Since September, the ATO no longer assists agents with queries that they can action in real time that do not require any input by an ATO staff member. These services are generally of a transactional nature, such as, changing client details, adding or removing clients or viewing account balances.

Where an agent has exceptional circumstances, where those ATO online services are unavailable, or the online request has exceeded the advertised service standard, ATO staff will continue to assist the agent with resolving their queries.

For other online communication channels there has been no change of ATO process.  These include:

• Updating registered tax agent details

• Submitting refund requests

• Transfer requests

• Actioning online mail message topics: see list

To assist tax practitioners we have published a related article in the Tax professionals newsletter called ‘Choosing online first’."