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  • 18 December 2018

    The Professional Services Reference Group (PSRG) held their final meeting via video-conference on Tuesday 18 December 2018.

    The group formed in November 2017 as a ‘Special purpose working group’ to address irritants in aspects of the debt experience and with ATO debt collection processes. Individual project teams focused on specific priorities identified with:

    • visibility of process
    • consistency of process
    • ATO debt correspondence.

    Members were provided with a summary of the outcomes from the individual project teams in implementing solutions to these irritants, and having completed the initial outcomes, ongoing work to continue addressing debt irritants will be the responsibility of the Debt business line.

    A final version of the Debt process infographic, designed to assist agents to discuss and explain to their clients the different treatments and paths the ATO make take when addressing outstanding debts is being completed. Members will review this final document to ensure that the message is clear and understandable prior to further distribution.

    The high level process for addressing agent concerns in the future was discussed with the main process and principles moving forward being:

    • Synthesise concerns – identify and bring together information in a central location.
    • Address simple concerns – progress solutions for simple concerns early.
    • Escalate to the Tax Practitioner Stewardship Group to prioritise complex concerns.
    • Engage ATO owners to commence addressing concerns.
    • Co-design solutions through the lens of people, process, communication and systems.
    • Review outcomes against an enhanced client experience.
    • Outcomes are visible to internal and external stakeholders and are communicated to the broader tax profession.

    It was acknowledged that this working group was a good example of working together and co-design between the ATO and the tax profession. The intent in the future is to form working groups as needed with key stakeholders to address specific tasks and close when completed.

      Last modified: 21 Mar 2019QC 54495