Tax Help volunteers – using Alternative Access Process (AAP)

Individuals using Tax Help

Most people using Tax Help will have a myGov account linked to the ATO. If they don't have, or can't access their myGov account, Tax Help volunteers can help them to access their online account through the Alternative Access Process (AAP).

Volunteers can also support people to link their myGov account to the ATO so they can view their tax information and lodge online.

Using AAP to assist people using Tax Help

AAP allows Tax Help volunteers to assist people to lodge online without a myGov account.

As a Tax Help volunteer, you access the AAP through your own myGov account, using a dedicated web address. The web address will be sent to volunteers in late June.

You will need to log in each day as a Tax Help volunteer and on each device you use.

There are 2 main steps to using AAP:

• Step 1: Logging on to AAP as a volunteer
• Step 2: Logging the person into ATO online services

Step 1: Logging on to AAP as a volunteer

To log on to AAP as a volunteer:

1. Enter the AAP web address in your web browser.
2. Select ‘Tax Help volunteer', then choose ‘Sign in’.
3. On the myGov ‘Welcome’ page, sign in with your myGov username and password or your myID Digital Identity.
4. You may be prompted to enter an SMS security code sent to your mobile device (make sure you bring your phone to Tax Help appointments).

If you've logged in successfully, the client login page will appear (see image below).

Note: Before continuing, close and reopen your browser and re-enter the AAP web address into your web browser.

You are now signed into AAP. To assist a Tax Help client, continue to Step 2: Logging the client into ATO online services.

When you've finished your Tax Help session, make sure you log out of AAP using THV sign out in the top right corner of the screen. Then, close the browser.

Step 2: Logging the person into ATO online services

Once you've logged on as a volunteer, you can enter the Tax Help client’s details into the AAP. The steps are:

1. Select Individual (THV assisted) from the 'Login as' drop-down menu.
2. On the 'Getting started' screen, select from the following 2 options   
   • I have my tax details – select this when the person can provide enough information to confirm their identity online
   • I have an access code – first-time lodgers will generally use this option.

The image below shows how these 2 options appear on the 'Getting started' screen.

I have my tax details

If you select 'I have my tax details', enter the person's:

• tax file number (TFN)
• name
• date of birth.

They will be asked to confirm their identity by answering questions specific to them. They must answer 2 out of 6 questions from the following categories:

• bank account statement from an interest-bearing account declared to the ATO or an account where a tax refund was paid
• dividend statement
• notice of assessment
• superannuation account statement
• Centrelink payment summary
• PAYG payment summary.

Questions will only appear for categories where the ATO holds information about the person. For example, if they don't own shares, no question about a dividend statement will be shown.

Below is an example of the 'Confirm it is your record' screen, with questions specific to the client.

Once the questions have been answered, the ATO online services account will open in the browser. You can now open the taxpayers myTax return.

I have an access code

People who are unable to provide sufficient tax details can confirm their identity by entering a THV access code.

The THV access code is used when the person:

• does not have a myGov account
• is unable to create a myGov account
• does not have or remember their myGov sign in details
• is unsuccessful linking their myGov account to the ATO.

Getting a THV access code

To request a THV access code:

1. Make sure you have the taxpayer's identity documents ready.
2. Phone the Tax Help hotline on 1800 644 104.
3. Identify yourself as a Tax Help volunteer.
4. State that you have a Tax Help client with you.
5. Ask for a THV access code.

Note that the THV access code is not a linking code (linking codes are explained in Helping taxpayers link myGov to the ATO).

Once the taxpayer's identity has been confirmed, a THV access code will be issued. The code will expire after 24 hours.

If the officer doesn't know about Tax Help or what a THV (AAP) access code is

Sometimes the officer may not be aware of Tax Help or access codes.

When you phone 1800 644 104, make sure you are requesting a THV access code. You may need to direct the officer to the relevant scripting, make sure they are looking for access codes.

If the officer doesn't know about Tax Help or THV access codes, ask them to:

1. Search their scripting with the term ‘Tax Help’.
2. Read the information and follow the links for
   1. ‘THV requesting THV access code’, then
   2. ‘myGov Support Tool and THV access or myGov one time linking code’.
3. Follow the directions on the page to issue a THV access code.

The officer will complete a proof-of-record ownership (PORO) identity check with the taxpayer. If this is successful, they will issue a THV access code.

Using the THV access code

Once you have obtained a THV access code:

1. Enter the taxpayer's TFN and access code.
2. Agree to the terms and conditions.
3. Select ‘Submit’.

The taxpayer’s ATO online services account will open in the browser and you can open their myTax return.

Below is an example of the 'Your access code' screen.

Helping taxpayers link myGov to the ATO

If a taxpayer already has a myGov account but is having trouble linking it to the ATO, they will need a linking code.

The linking code is used for taxpayers who:

• have a myGov account but unable to link to the ATO
• are first time lodgers
• are new to Australia.

Getting a linking code

To get a linking code:

1. phone the Tax Help hotline on 1800 644 104
2. identify yourself as a Tax Help volunteer
3. state that you have a Tax Help taxpayer with you
4. ask for a linking code.

Once the person's identity has been confirmed, a linking code will be issued. The code will expire after 24 hours.

If the officer doesn't know about Tax Help or linking codes

Sometimes the officer may not be aware of Tax Help or linking codes.

When phoning, make sure you clearly state that you are requesting a linking code to link the taxpayer's myGov account to the ATO. You may need to direct the officer to the relevant scripting.

If the officer doesn't know about Tax Help or linking codes, ask them to:

• search their scripting with the term ‘Tax Help’
• read the information and follow the links for
  • ‘THV requesting THV linking code’, then
  • ‘myGov Support Tool and THV access/myGov one time linking code’
• follow the directions on the page to issue a linking code.

The officer will undertake a proof-of-record ownership (PORO) identity check with the client. If this is successful, they will issue a THV access code.

Phoning us on other matters

When phoning the ATO about other matters, it is not always necessary to identify yourself as a Tax Help volunteer.

If the officer questions having a three-way conversation with you and the taxpayer, ask them to refer to the Tax Help information in their scripting.

Request that they search 'Tax Help' and review the information provided.

The scripting explains your role as Tax Help volunteer and confirms that you may act as an intermediary in conversations between clients and the ATO.