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  • 1 February 2018

    The PSRG met with senior tax officers from the Debt business line on 1 February 2018. The purpose of the workshop was to discuss the debt experience from the client and tax practitioner perspective, and identify opportunities for improvement that were not already being addressed by other ATO projects.

    Debt workshop

    Attendees were walked through the ATO’s debt experience and had an opportunity to identify pain points in the current process. They were also shown a representation of some of the actions the ATO takes to recover debts and discussed current projects underway to improve the client experience.

    Matters raised during the discussion were grouped into four themes:

    • Timing and alignment of lodgment and payment, as well as alignment of BAS lodgment dates.
    • Purposeful correspondence – timing, clarity and consistency.
    • Transparency and visibility of debt process, plus treatment to make it easier for agents to have conversations with their clients.
    • Consistency of process and treatment.

    Smaller groups then each worked on one theme to unpick the real problem and brainstorm mutually practical solutions. Going forward, these smaller groups, consisting of both tax practitioners and ATO officers, will work as individual project teams to progress and implement solutions.

    Next steps

    Individual project teams will provide updates to the broader PSRG, as well as representatives from tax professional associations, for review and feedback at regular showcase events. The first showcase will be held in March 2018.

      Last modified: 12 Sep 2018QC 54495