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  • Top call centre questions

    Find answers to top call centre questions here and save time. High call volumes may result in long wait times.

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    How do I link my myGov account to the ATO?

    To link your myGov account to the ATO, go to your myGov account and select ATO from the list of services.

    The fastest and easiest option is to select Questions specific to you.

    We recommend that you select the questions so you can self-serve. Otherwise, you have to phone us.

    More information is available at Create your myGov account and link it to the ATO.

    Why can't I sign in to my myGov account?

    You may not be able to sign in to your myGov account because you:

    • changed your mobile phone number
    • went overseas and no longer have access to your Australian mobile number
    • deleted the myGov Code Generator app
    • can't answer your secret question.

    Find out what to do When you can't sign in to your myGov account.

    When will I get my refund?

    Most electronically lodged tax returns are processed within two weeks. We process paper tax returns manually and this can take up to 10 weeks.

    The quickest and easiest way to check the progress of your tax return is by using our self-help services.

    If you’ve received notification that your refund has been processed, remember your refund may take up to five business days to be in your nominated bank account, depending on your financial institution.

    See also

    Why is my refund lower than expected?

    You may find your tax assessment is different from what you expected to receive. There are several reasons why your refund might be less than expected, or why you have received a tax bill. View the common reasons why your refund is different from what you expected.

    How do I get taxed on my second job?

    Second jobs usually have a higher amount of tax withheld from your pay. This is because you are already claiming the tax-free threshold from another paying job.

    Withholding tax at a higher rate means that you are less likely to have a tax debt at the end of the income year.

    When you start a job, your new employer will give you a Tax file number declaration to complete. When you fill in this form you can choose whether to claim the tax-free threshold from your employer.

    When you fill in this form you can choose whether to claim the tax-free threshold from your employer. If you:

    • are still earning income from your first employer, you should not claim the tax-free threshold for your second job
    • are no longer earning any income (including from paid leave), then you are entitled to claim the tax-free threshold from your second job and have a lower rate of tax withheld
    • start receiving income from both employers, you can request that one employer withhold at a higher rate to avoid a tax debt at the end of the year.

    I made a mistake in my tax return. How do I fix it?

    Find out how to amend your tax return.

    Why is my tax file number application taking so long?

    You should receive your TFN within 28 days after we receive your completed application and required documents. Though some application channels may see you receive your TFN much sooner.

    To prevent delays, don't lodge another application. We appreciate your patience during the processing period.

    More information is available at Apply for a TFN.

    How do I find my tax file number (TFN)?

    If you already have a tax file number (TFN) but can't remember it, there are a few ways you can find it:

    • If you have a myGovExternal Link account that is linked to the ATO, sign in and go to My Profile then select Personal details.
    • Look at documents like last year's notice of assessment, your most recent super statement or the income statement provided by your employer.
    • Ask your registered tax agent if you use one.
    • For a business or organisation, log in to Online services for business, select Profile, then select Business details.

    If you still can't find your TFN, phone us on 13 28 61 from 8.00am–8.00pm weekdays. Have your information ready so we can confirm your identity.

    How do I start an online payment plan?

    The easiest ways to set up a payment plan if you owe $100,000 or less is by using our online services, or by phoning our automated phone service 13 72 26 which is available 24 hours a day.

    To use our online services, you'll need a myGov account linked to the ATO. You may be eligible to set up, adjust or cancel an existing payment plan.

    If you aren't able to enter into a payment plan online or through our automated phone service, phone us on 13 11 42 during our operating hours to discuss your options.

    My question is not here

    Check out our Tax time essentials page.

    If you still need to contact us:

    • Our phone lines are open 8.00am–8.00pm weekdays
    • Our busiest days are Mondays, so consider calling later in the week.

    We regularly update this page based on the calls we receive.

    Authorised by the Australian Government, Canberra.

    Last modified: 07 Apr 2022QC 62247