Tax Help centre information

About the Tax Help program

The Tax Help program is a community-based service that provides free assistance to eligible people earning $70,000 or less with simple tax affairs.

Community volunteers are trained to assist taxpayers to prepare and lodge their:

• tax return
• application for refund of franking credits (RFC)
• non-lodgment advice
• online amendments.

Tax Help volunteers are not classified as ATO employees. Volunteers and centres can't accept payment or other recompense for providing this service. Penalties apply for anyone other than registered tax agents charging or receiving a fee or other reward for tax agent services.

The Tax Help program embodies the principles of the ATO Charter – the relationship between the ATO and the community and is based on mutual trust and respect. Key elements include:

• clients’ expectations of the ATO
• their rights and obligations, and
• what they can do if not satisfied.

Becoming a Tax Help centre

To become a Tax Help centre, your organisation must agree to conditions of participation. This document outlines the rights and obligations for participating as a Tax Help centre. Key requirements of a Tax Help centre include:

• Providing a private room or workspace to conduct appointments. The area must be clean, comfortable, and safe with:
  • a computer, laptop, iPad or tablet
  • a desk and at least 2 chairs
  • a shelf or drawer to store stationery and personal belongings
  • a phone, or access to a phone in a private area nearby.
• Maintaining the safety of volunteers by ensuring they are not left alone at the centre and that they are aware of the centre's security and health and safety policies.
• Ensuring ATO equipment is stored in a secure location, used appropriately, and returned in good working condition at the end of tax time.
• Maintaining regular contact with the Tax Help team and raising issues as they occur.

Role of the centre coordinator

The centre coordinator's role is to oversee the operation of Tax Help in the centre and ensure that the conditions of participation are met.

Before tax time

The following requirements should be met:

• In consultation with Tax Help, recruit a volunteer.
• Introduce volunteer to key people within the centre.
• Liaise with volunteer to confirm hours of attendance, length of appointments and arrange rosters.
• Ensure those booking Tax Help appointments are aware of their responsibilities.

During tax time

The following requirements should be met:

• promote the Tax Help program within the centre and community
• ensure the privacy of people accessing the Tax Help program
• provide volunteers access to stationery items supplied by the ATO
• request additional stationery as required
• ensure timely submission of administrative documents, including
  • appointment records
  • reimbursement claims for out-of-pocket expenses.

After tax time

The following requirements should be met:

• return ATO equipment as per Tax Help instruction
• provide feedback to Tax Help.

Tax Help administration

Centres are required to undertake administrative duties as a part of the Tax Help program.

It is important to use the stationery, publications and forms provided by Tax Help. These are sent to Tax Help centres in early July. As forms are updated each year, ensure any previous years' stock is destroyed.

Paper returns and forms are supported by Tax Help.

Advertising

We will provide posters, flyers, and social media messages for promotion of the Tax Help program. Posters are available in 2 designs. One includes the ATO's contact number and the other has provision for you to include your centre's contact information. You may choose the design which best suits your needs or use both.

We suggest placing posters and flyers at strategic points in your centre as well as around local community areas, such as libraries and community centres. If you need more, email Tax Help.

Appointment confirmation

The Tax Help appointment confirmation (PDF, 130KB)This link will download a file form must be issued when an appointment is made. It confirms the time, date and place of the appointment, and includes information on how to prepare for, and bring to, the appointment. For example, creating a myGov account and linking to the ATO.

To provide the form:

1. Open the form and complete all fields.
2. Select 'Print form'.
3. Under Printer, select your printer from the dropdown to print the form or 'Save as PDF' for an electronic copy.

Provide the form either in person or by email. Ensure there is enough time for it to be received and for preparation before the appointment.

Appointment record

The Tax Help appointment record (PDF, 573KB)This link will download a file form must be used to record appointments. You may use your own version, however it must include the same fields as the Tax Help appointment record form provided.

Appointments should be recorded for each volunteer. Provide the form with the details of appointments booked to the volunteer when they arrive.

The volunteer records statistical data about the appointments on this form and returns it to the centre when they have finished their appointments for the day. More than one day's appointments can be recorded on each appointment record.

At the end of each month, email the completed appointment records to Tax Help. This allows us to record accurate data on the Tax Help appointments completed and promptly process volunteer reimbursement claims. For privacy reasons, you must always keep completed appointment records in a secure location.

Information recorded on appointment records must only be used for Tax Help purposes.

Disclaimer

The Tax Help disclaimer (PDF, 164KB)This link will download a file is a declaration confirming that a Tax Help volunteer has assisted with completing a tax return and that the volunteer is not responsible for the information provided. It also acknowledges that any interactions after lodgment of the tax return or form will be directly with the ATO.

The disclaimer is signed by both the taxpayer and the volunteer. Disclaimers are not required for online lodgments.

For paper tax returns or forms, the completed disclaimer must be attached to the tax return or form to be posted to the ATO.

Feedback

We encourage Tax Help centre coordinators, staff and Tax Help volunteers to provide feedback.

Tax Help may ask you to provide statistical information. We value your input and rely on this information to improve the Tax Help program.

End of year feedback sessions are held after the end of the Tax Help program and are a great opportunity to discuss your experience and provide any feedback. Feedback can also be sent to Tax Help by email.

Hours of operation

The centre's nominated contact phone number must be available and attended during your opening hours for bookings.

If the centre’s opening hours change, notify the Tax Help team as soon as possible so that we can avoid unnecessary referrals. For example, a centre may close during school holidays or be fully booked.

Recognition of service

To mark our appreciation of the centre's involvement in the Tax Help program, a certificate of participation is issued at the end of the year.

Advise Tax Help if the centre's postal address has changed to prevent delays.

People using the Tax Help program

How to assist people using the Tax Help program.

Referring people to Tax Help

The ATO promotes Tax Help on our website, through media releases, and social media channels.

People may be referred by other Tax Help centres that don't have a suitable appointment time or by a referral centre such as Services Australia offices. Referral centres do not provide Tax Help but assist people by directing them to a Tax Help centre in their area.

When people contact the ATO, we refer them to their most convenient or closest Tax Help centre. We provide the centre's contact details so that they can phone the centre and make an appointment.

To support this process, your centre's name, location, contact details and opening hours are listed on a Tax Help data base and shared with other Tax Help centres.

We also identify centres that cater to specific groups, such as people from culturally and linguistically diverse backgrounds.

Occasionally, you may not have an appointment time available or volunteers may be fully booked for the Tax Help season. In these circumstances, you may need to refer the person to another nearby Tax Help centre.

To ensure the best chance of securing an appointment, provide them with the contact details of at least 2 other centres in the area. These details can be found on the centre contact list provided by Tax Help.

Assessing eligibility

Before booking an appointment, it is important to assess eligibility for Tax Help. Tax Help volunteers can only assist with simple tax returns and must operate within the scope of the Tax Help program. If it's identified during an appointment that eligibility requirements are not met, the volunteer will not be able to assist them.

Assessing eligibility can be challenging as it relies on accurate information being provided in response to the questions asked. Use the steps below to determine if a person is eligible for Tax Help.

Step 1: Was your income $70,000 or less?

• Yes – go to step 2
• No – the person is not eligible for Tax Help.

Step 2: Did you receive income from these sources during the financial year?

• working as a contractor – for example, a contract cleaner, taxi or uber driver
• running a business or working as a sole trader
• royalties
• trusts, other than managed funds
• owning a rental or investment property
• making a capital gain or capital loss by selling shares or other capital assets
• foreign income, other than pensions

If they answer:

• Yes – the person is not eligible for Tax Help.
• No – the person is eligible for Tax Help.

If you are unsure of eligibility, contact Tax Help.

You may refer people who are not eligible for Tax Help to the National Tax Clinic program. This is a government-funded initiative to help people who may not be able to afford professional advice and representation with their tax affairs. This service is available to eligible individuals, small businesses, not-for-profit organisations and charities.

Making the appointment

Once eligibility for Tax Help has been confirmed, you can make an appointment.

All Tax Help appointments should be conducted at an approved Tax Help centre, unless there are exceptional circumstances. If a request is made to have an appointment at a different location, contact Tax Help.

Appointment checklist

• Refer to the volunteer roster to check volunteer availability.
• At the beginning of tax time, appointments will be 45 minutes unless the volunteer indicates otherwise. As tax time progresses, the appointment time may be reduced upon discussion with the volunteer.
• Do not make appointments more than 1 month in advance as appointments booked too far ahead are more like to be forgotten.
• If a family member also requires assistance, a separate appointment should be made.
• Allocate additional time where assistance is required with more than one tax return or form.
• Explain how to prepare for the appointment and what to bring.
• Issue a Tax Help appointment confirmation either in person or by email.
• Record appointment details on the Tax Help appointment record.
• Ask the person to contact the centre if they are unable to attend.
• If an appointment is cancelled, notify the volunteer as soon as possible.

How to prepare for the appointment and what to bring

This information is included in the appointment confirmation and must be provided in person or by email when the appointment is made. If an appointment is booked by phone, the information can also be read aloud at that time.

To lodge online, a myGov account linked to the ATO is required. If a myGov account has not already been set up, registration must be completed at my.gov.au before the Tax Help appointment. The myGov account to the ATO must also be linked to the ATO.

The following information should be brought to the appointment, where applicable:

• myGov username or email and password
• mobile phone for myID or myGov SMS security code (2 factor security authentication)
• TFN
• an original or amended notice of assessment from any one of the last 5 years
• BSB and bank account details
• Medicare card or number
• private health insurance statement showing their fund details
• all statements from banks and financial institutions showing interest received during the income year
• all payment summaries from super funds
• details of all income from Centrelink or Department of Veterans’ Affairs (including details of any tax-free pensions or benefits)
• all dividend, super and managed fund statements
• all foreign income details and pension statements or details of the amounts received
• all receipts for gifts, donations, and work-related expenses
• details of any child support payments made by them
• details of any losses on investments in shares and rental properties (net investment losses).

People who receive Centrelink payments will not be issued with a paper payment summary, the ATO pre-fill service will complete this information for tax returns prepared online.

Where a spouse (married or de-facto) existed at any time during the income year, details of the spouse's taxable income must also be provided. This includes any income statements. This information is required to complete certain tax return labels. If exact figures are not available, a reasonable estimate must be provided.

Proof of identity

If the volunteer needs to contact the ATO during the appointment, proof of identity may be required. At least 3 of the following documents should be presented:

• Australian drivers license or learner permit
• Australian passport
• Australian birth certificate
• Australian marriage certificate (issued by Births Deaths and Marriages)
• Australian citizenship certificate
• overseas passport with Australian visa
• Immicard
• Change of name certificate
• recent letters from the ATO
• previous tax return not more than 5 years old
• Centrelink CRN (Customer reference number)
• superannuation account statement.

Medicare card, drivers licence and learner permit can't be used together for proof of identity.

Online services

myTax is our free online tax return that can be used on any device. To use myTax, a client needs to create a myGov account and link to the ATO.

ATO app

The ATO app is a simple and easy way to access and manage tax and super on the go. The ATO app has several helpful features and tools that allow people to:

• access ATO online services including myTax
• view employment income
• search for lost super
• check the progress of a tax return
• access the myDeductions tool

myDeductions

Throughout the year, the myDeductions tool can be used to:

• capture and classify work-related expenses
• gifts and donations
• record the cost of managing their tax affairs
• store photographs of receipts
• record car trips
• upload deductions to their myTax return.

After the appointment

The responsibilities of the Tax Help centre and volunteer end once the tax return or forms have been completed.

A person may return to the centre with an enquiry about their tax return or notice of assessment. Explain that Tax Help can't provide any further assistance and advise them to:

• use myTax or the ATO app to track the progress of their tax return
• contact our individual enquiries line on 13 28 61.

If changes are required after lodgment, an amendment can be lodged.

Tax Help volunteers may assist with submitting amendments online where:

• the item being amended is in the Tax Help scope
• the supporting documentation is available.

A new appointment must be made with the centre to complete an amendment.

Tax Help volunteers

Tax Help volunteers must undergo a pre-engagement integrity check and complete their training before they are accredited and assigned to work at a Tax Help centre.

While participating in the Tax Help program, accredited volunteers are covered by the Commonwealth's insurance policy in the event of any loss or injury.

Role

The responsibilities of a Tax Help volunteer include:

• abiding by the conditions of participation
• keeping within the scope of the program
• providing Tax Help services only at an authorised location and at authorised times
• maintaining confidentiality and professionalism in all dealings with clients
• abiding by the Tax Help centre's code of conduct
• protecting the privacy of clients
• returning all documents that clients bring with them to the appointment
• notifying Tax Help immediately if they become aware of any legal action taken against them
• not advising or calculating a taxpayers tax liability or refund
• correctly identifying tax returns lodged online as Tax Help returns
• confirming appointments with their centre at least the day before
• ensuring that appointment records are completed and returned to their Tax Help centre coordinator on completion of each day’s appointments
• maintaining regular contact with Tax Help
• ensuring reimbursement claims are submitted to Tax Help at the end of each month
• submitting statistical information to Tax Help on time
• distributing tax or other community information provided by Tax Help.

Recruiting volunteers

Volunteer recruitment occurs each year in March. We will provide information to help you recruit your own Tax Help volunteers. If you are unable to recruit a volunteer, Tax Help can provide assistance.

Once you have a prospective volunteer, advise them to email Tax Help providing their name, suburb, postcode, and nominated centre.

Rostering

Consult with your Tax Help volunteer and negotiate available days, times and appointment length before preparing an appointment roster.

We suggest that if a volunteer is new to the Tax Help program, that the allocated time for an appointment is longer – for example, 45 minutes. As tax time progresses, this time may be reduced upon discussion with the volunteer.

If you wish to offer the Tax Help service outside the hours of 8:00 am to 6:00 pm, Monday to Friday, discuss this with Tax Help. Our support is not available outside these hours.

A minimum of 3 or 4 appointments should be scheduled for each half day. It is recommended to group appointments to make best use of the volunteer’s time. Don’t forget to include time for meal or refreshment breaks if the appointments span several hours.

The method of notifying volunteers of appointments should be discussed directly with them. You should establish an appropriate course of action in case a volunteer is unable to keep their appointments.

We are unable to provide ATO staff to take the place of a volunteer who is unable to keep their appointments, these appointments will need to be rescheduled. In some circumstances, Tax Help may be able to arrange for another volunteer to assist. Please let Tax Help know as soon as possible if a volunteer is unavailable for a substantial period of time.

Identifying Tax Help prepared returns and forms

Tax returns and forms lodged online are identified by the volunteer entering their volunteer ID and centre ID during the preparation of a tax return or form.

For paper tax returns and forms, volunteers attach the Tax Help disclaimer and write the following details on the front page to identify it:

• Tax Help
• volunteer ID
• centre ID.

It's the taxpayer's responsibility to post the completed form to the ATO.

Amendments

Tax Help volunteers can help submit amendments online where the:

• item being amended is in the Tax Help scope
• taxpayer has supporting documents.

myGov

If a person is unable to create a myGov account, for example they don't have an email address or access to a, Tax Help volunteers can still help them lodge online. Volunteers have an alternative means of accessing ATO online for people without digital access. This is not a replacement for myGov. Where possible, people should be encouraged to create their own myGov account and link to the ATO.

First time lodger

People lodging their first tax return may require additional support. While they may be able to create a myGov account, they may be unable to link it to ATO online. Tax Help volunteers can assist with linking myGov to the ATO. Advise them to bring one of the following documents to their appointment:

• birth certificate
• passport
• citizenship certificate.

Reimbursement claims

The Tax Help centre reimbursement claim form (PDF, 193KB)This link will download a file is for claiming eligible expenses incurred by the centre while participating in the Tax Help program. To make a claim, email the completed form to Tax Help at the end of the month.

The Tax Help volunteer reimbursement claim form (PDF, 206KB)This link will download a file is for accredited Tax Help volunteers claiming eligible out-of-pocket expenses they incur while participating in the Tax Help program.

The forms are updated each year, so ensure you use the correct form for the year you are claiming. If you are unsure if an expense is eligible, contact Tax Help before incurring the expense.

To avoid delays in processing, complete all information requested and return the claim to Tax Help by email.

We will only reimburse claims relating to the current tax time. Final claims must be submitted by 30 November in the year they were incurred.

Office supplies

To claim a reimbursement for office supplies, you must provide information about the expense and a justification, along with the supporting tax invoice.

Phone

We will reimburse phone calls made from the centre's landline to:

• confirm client appointments
• contact volunteers about Tax Help
• phone Tax Help.

You will be reimbursed at the rate charged by your service provider. You must provide documentation, such as a copy of the phone bill, highlighting the calls relating to Tax Help and call costs.

Landline phone calls to the 1800 Tax Help Hotline are free. Mobile phone calls to the hotline incur normal mobile phone charges.

Phone calls should only be made from a mobile phone if a landline is unavailable. If you are on a plan that includes phone calls, work out your claim at 30c per call. If your claim exceeds your plan cap, talk to Tax Help.

Photocopying and printing

Photocopying will be paid at a per page amount. You must supply justification for the amount you claim which shows costs, amounts and calculations.

Online lodgments have removed the need for printing or photocopying client tax returns or forms.

Tax Help clients can access their tax return, amendment or notice of assessment through ATO online or the ATO app. Tax Help does not provide copies of forms. To obtain a copy, the client can phone the ATO.

Translating and interpreting service

We won't reimburse the cost of these services unless prior written approval is obtained from Tax Help.

Other items

There may be circumstances where additional expenses occur, discuss these with the Tax Help team before you make the purchase.

Note that we don't reimburse the following costs:

• electricity costs for charging laptops
• internet account charges for emails or submitting tax returns
• costs to shred paperwork
• costs for purchasing printers or ink cartridges.

Contacting Tax Help

Contact us by email

Tax Help documents and enquiries can be sent to: TaxHelp@ato.gov.au.

Our preferred method of contact is email. Please notify us if your email address or any of your contact details change.

Contact us by phone

Tax Help enquiries can be directed to Tax Help on 1300 130 282.

If your call goes to voicemail, please leave a message with your name, the name of your centre, centre ID, contact number, and details of your enquiry.