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  • Top call centre questions

    High call volumes may result in long wait times. Save time – find answers to top call centre questions here.

    What's the easiest way to 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.

    Screenshot of what users see when they use 'Link new service' in myGov. It says 'Link New Service. Choose a linking option. Select an option. 1. Questions specific to you. [This option is highlighted] 2. Use a linking code.'

    The fastest and easiest option is to select 'Questions specific to you'. All you will need is your tax file number and two basic facts like your superannuation membership and bank account details. You can find a full list at Link your myGov account to the ATO.

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

    If you're having trouble using the questions, try troubleshooting the issue.

    How do I add my newly eligible employees to my September declaration?

    How you add newly eligible employees is slightly different depending on your reporting method. If you:

    • report by Single Touch Payroll using JobKeeper payroll codes
      • Provide the start fortnight through STP software to update newly eligible employees.
      • Allow 72 hours for this information to update in your declaration form.
    • use STP without JobKeeper Codes or don't report through Single Touch Payroll
      • Use 'Maintain employees' to confirm or add eligible employees.
      • Confirm eligibility of employees reported through STP pre-populated in form.
      • Manually add eligible employees not listed in form (up to 40 employees).
      • Include new employees in fortnightly totals when completing your business monthly declaration.

    For detailed step-by-step information, including screenshots, see JobKeeper guides.

    When will my business receive JobKeeper?

    We issue most payments within 5 business days from when you submit your application form.

    It may take longer if we need to run extra checks or you make a mistake on your form.

    Am I eligible for JobKeeper payments?

    Check the eligibility criteria for employers and employees.

    Businesses can continue to enrol for JobKeeper until the scheme ends. To be reimbursed for payments you have made to employees, you need to enrol and identify your eligible employees before the end of the month you want to claim for.

    For step-by-step instructions, visit JobKeeper guides or contact your registered tax or BAS agent.

    My employee was not eligible for JobKeeper in March, but they are now. What do I have to do?

    The key date for assessing employee eligibility for JobKeeper has changed from 1 March to 1 July 2020. This means that you may be able to receive JobKeeper for more of your employees. Use the July 1 test to see if your employees are eligible.

    You'll be able to claim reimbursement for these new eligible employees from 1 September when you lodge your August monthly declaration. However, you will not be eligible for employees you first employed after 1 July 2020.

    See also:

    When is my September JobKeeper monthly declaration due?

    Complete your declaration by 14 October to get reimbursed for payments you made in September.

    Learn more at Make a business monthly declaration

    Will I lose JobKeeper if my business turnover improves?

    If you qualified for JobKeeper up to September 2020 based on your projected GST turnover, and your business turnover has improved, you may no longer qualify from 28 September 2020.

    From 28 September 2020, you need to meet the actual decline in turnover test. For fortnights from 28 September 2020 to 3 January 2021, you test this by comparing your GST turnover for the quarter ending 30 September 2020 with 30 September 2019.

    You pass the actual decline in turnover test if the decline is:

    • 50% or more if you have an aggregated turnover of more than $1 billion
    • 30% or more if you have an aggregated turnover of $1 billion or less
    • 15% or more if you are an ACNC-registered charity (excluding schools and universities).

    You may be able to use an alternative test if the quarter ending 30 September 2019 is not an appropriate comparison period. For fortnights from 4 January 2021 to 28 March 2021, you need to meet the actual decline in turnover test for the December 2020 quarter.

    See also:

    When will I get my tax refund?

    We aim to process electronically-lodged tax returns within 12 business days.

    It may take longer if we need to run extra checks or you made a mistake in your return.

    You cannot speed up this process, even if you phone us.

    To check the progress of your return, you can:

    • log into myGovExternal Link, if your account is linked to the ATO
    • call our automated self-help phone line on 13 28 61 (choose option 3, then 1) with your TFN handy
    • contact your registered tax agent, if you use one.

    Discuss the progress of your tax return with others on the ATO Community Where's my return?External Link thread.

    Can I apply for the second early release of super payment even if my hours have gone back to normal?

    Yes. If you're eligible, you can apply for a second COVID-19 early release of super payment of up to $10,000 between 1 July and 31 December 2020.

    Check that you meet the eligibility criteria to access early release of super.

    When will I get my early release of super payment?

    Once we approve your application, your super fund should pay you within 5 business days.

    It can take longer if your super fund needs to do more checks.

    If you do not have your payment after 5 days, talk to your super fund.

    How do I find my TFN?

    There are a few different ways you can find your tax file number (TFN):

    • If you have a myGovExternal Link account that is linked to the ATO, log in and go to 'My Profile' then 'Personal details'.
    • Look at documents like last year's notice of assessment, your most recent super statement or the payment summary provided by your employer.
    • Ask your registered tax agent, if you use one.
    • For a business or organisation, log in to the Business Portal and see the entity TFN displayed in the screen header on most portal screens.

    If you still cannot find it, you can phone us on 13 28 61 from 8.00am–8.00pm weekdays and 10.00am–4.00pm weekends. Have information ready so we can confirm your identity.

    My question is not here

    Check out our Tax time essentials – we know 2020 has been difficult, but your tax return doesn’t need to be.

    Join the discussion on ATO CommunityExternal Link, which is available 24/7 with questions, answers and regular updates.

    Still need to contact us:

    • Our phone lines are open 8.00am–8.00pm weekdays and 10.00am–4.00pm weekends.
    • Our busiest days are Mondays, so consider calling later in the week.

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

    Last modified: 25 Sep 2020QC 62247