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    ATO face-to-face services

    We provide face-to-face service options across the country where you can access support for tax and superannuation enquiries.

    These services provide tailored support, including:

    • education on how to use our online services
    • access for those who are require support with digital services.

    The face-to-face services we provide are:

    Tax Help program

    If you need help lodging your tax return, you may be eligible for the Tax Help program.

    Tax Help is a network of ATO-trained and accredited community volunteers who provide a free and confidential service to help people complete their tax returns online using myTax.

    If our volunteers work out that you don’t need to lodge a tax return, they can help you complete a non-lodgment advice.

    Eligibility for Tax Help

    You are eligible for Tax Help if your income is around $60,000 or less for the income year and you didn’t:

    • work as a contractor, for example, a contract cleaner or taxi driver
    • run a business, including as a sole trader
    • receive payments for labour hire (or other specified payment)
    • have partnership or trust matters
    • sell shares or an investment property
    • own a rental property
    • have capital gains tax (CGT)
    • receive royalties
    • receive distributions from a trust, other than a managed fund
    • receive foreign income, other than a foreign pension or annuity.

    Book an appointment

    Volunteers can help you to:

    • lodge your tax return
    • lodge an amendment online
    • claim a refund of franking credits
    • complete a non-lodgment advice (if they find that you do not need to lodge a tax return).

    When you are ready to make an appointment, phone us on 13 28 61 for your nearest Tax Help centre.

    Next step:

    Pop-up shops

    We host pop-up shops in locations around the country where our staff can show you how to:

    • manage your tax and super using our online services
    • set up a myGov account
    • lodge your tax return using myTax
    • download the ATO app
    • apply for a tax file number
    • locate your lost super
    • check if your agent is registered.

    Anyone can visit the pop-up shop with their tax and super queries; you don't need to book an appointment.

    See Pop-up shops for current and future locations, dates and opening hours.

    Access to our services in DHS Service Centres

    Access is available to ATO online and telephone services in DHS Service Centres across Australia. You can visit one of the locations to access self-help computers, telephones and printers. During peak periods, such as Tax Time, availability of self-help access points may be limited.

    If your enquiry requires a face-to-face interview with an ATO specialist, please contact 13 28 61 to check if your enquiry is eligible and to make an appointment..

    It is important to note:

    • Paper publications are not available from DHS Service Centres or ATO Offices. You can access publications by        
      • ordering them online
      • phoning our publications ordering service on 1300 720 092.
       
    • Staff no longer receipt and stamp paper tax returns or other paper documents. To track the lodgment of paper documents, we recommend you send them using registered post.

    Access to our services in myGov offices

    We provide access to ATO online and telephony services in four myGov offices located in Brisbane, Sydney, Adelaide and Perth. Full time support is provided by myGov staff.

    You can visit a myGov office for access to self-serve terminals, telephones and printers. You will be able to access myGov member services, including ATO, Medicare and other government services.

    The myGov staff are available daily to assist you, and additional ATO support is available through direct ATO phones.

    If your enquiry requires a face-to-face interview with an ATO specialist, please contact 13 28 61 to check if your enquiry is eligible and to make an appointment.

    It is important to note:

    • Paper publications are not available from myGov offices. You can access publications by        
      • ordering them online
      • phoning our publications ordering service on 1300 720 092.
       
    • Staff no longer receipt and stamp paper tax returns or other paper documents. To track the lodgment of paper documents, we recommend you send them using registered post.

    Appointments

    Appointments are available in limited circumstances for those who are unable to interact with the ATO in any other way. Interviews must be pre-booked

    Contact 13 28 61 to check if you are eligible, for location details, and to make an appointment.

    Access to our services in myGov offices

    To check if you need to visit us, phone 13 28 61.

    myGov, Sydney CBDExternal Link

     

    myGov, Brisbane CBDExternal Link

     

    myGov, Adelaide CBDExternal Link

     

    myGov, Perth CBDExternal Link

    At a myGov shopfront you can:

    • connect with more government services online
    • learn how to use online services at home or on the go
    • access ATO and Medicare services.

    ATO support staff available daily 8.30am–4.30pm.

    Note:

    • Paper publications are not available at this site. You can access a range of publications on our website, by ordering them online or by phoning our publications ordering service on 1300 720 092.
    • Paper lodgments or documents are to be posted to us at the address provided on the publication, or refer to our list of ATO postal addresses for more information.

     

    Access to our services in DHS Service Centres

    To check if you need to visit us, phone 13 28 61.

     ATO support staff available each weekday.

    Dandenong Service CentreExternal Link

     

    Parramatta Service CentreExternal Link

     

    Hobart Service CentreExternal Link

     

    Footscray Service CentreExternal Link

    ATO support staff available daily from 8.30am to 4.30pm.

    Self-service facilities are also available to help you access ATO digital services.

     

    Note:

    • Paper publications are not available at this site. You can access a range of publications on our website, by ordering them online or by phoning our publications ordering service on 1300 720 092.
    • Paper lodgments or documents are to be posted to us at the address provided on the publication, or refer to our list of ATO postal addresses for more information.

     

    ATO support staff available on the following week days from 8.30am to 4.30pm (until 31 October 2019)

    Albury Service CentreExternal Link

    Tuesday and Thursday

    Corrimal Service CentreExternal Link

    Friday

    Rockdale Service CentreExternal Link

    Tuesday and Thursday

    Townsville Aitkenvale Service CentreExternal Link

    Tuesday and Thursday

    Geelong Service CentreExternal Link

    Tuesday and Thursday

    Newcastle Service CentreExternal Link

    Tuesday and Thursday

    Self-service facilities are also available to help you access ATO digital services.

    Note:

    • Paper publications are not available at this site. You can access a range of publications on our website, by ordering them online or by phoning our publications ordering service on 1300 720 092.
    • Paper lodgments or documents are to be posted to us at the address provided on the publication, or refer to our list of ATO postal addresses for more information.

    Self-service facilities are available in the following DHS Service Centres

    Darwin Service CentreExternal Link

     

    Alice Springs Service CentreExternal Link

     

    Woden Service CentreExternal Link

     

    Launceston Service CentreExternal Link

     

    Joondalup Service CentreExternal Link

     

    Chatswood Service CentreExternal Link

     

    Biggera Waters Service CentreExternal Link

     

    Penrith Service CentreExternal Link

    No ATO staff are available on-site.

     

    Self-service facilities are available to help you access ATO digital services.

    Note:

    • Paper publications are not available at this site. You can access a range of publications on our website, by ordering them online or by phoning our publications ordering service on 1300 720 092.
    • Paper lodgments or documents are to be posted to us at the address provided on the publication, or refer to our list of ATO postal addresses for more information.

     

    NB: there is no ATO staff in these sites 

    DHS locations

    ATO online and telephony services can be accessed from DHS locations across Australia, including:

    • DHS service centres
    • Centrelink
    • Medicare
    • myGov shopfronts.

    You can find out about locations and more information at Department of Human Services – Find usExternal Link.

    Note: other than the sites listed above, no face-to-face ATO support or advice is available in any of these DHS locations.

    Access to self-service facilities are shared with DHS and availability may be limited during peak periods based on demand.

    Last modified: 30 Aug 2019QC 33518