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09 Aug 2019 Regarding Members 198, 199 and 200’s comments on ‘Online services for agents’

ATO response: 

In relation to contributions from Members 198, 199 and 200 about Online services for agents, portals and PLS, agents can stay up to date with system problems and workarounds, by regularly reviewing our troubleshooting pages or going to our Online services for agents and PLS  dashboards. Workarounds to the issues identified are available. We also encourage agents to access the Online services for agents user guide to familiarise themselves with new functionality. 

In relation to private health insurance data, a brief and intermittent problem with the consistency of presentation of private health fund prefill information was fixed on 1 August 2019.  In relation to missing private health fund information, this can occur when data we receive is inconsistent or when funds have not yet reported. Agents can verify when prefill has been received on our website. Where prefill is available from a provider, but is still not showing for their client, agents should contact the ATO for further assistance.  

In relation to accessing transaction information, agents experiencing the issue noted by Member 200 are encouraged to try the download function in Online services for agents that can provide transaction information in either html or csv format.


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