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  • Contact us

    Inbound email channels

    The internet is not a secure environment. We don't control the path of emails, so privacy of personal information can't be guaranteed. If you choose to email us, be aware of this risk.

    Existing self-help tools

    Before escalating an issue to a mailbox, we suggest you make use of existing self-help tools, such as:

    Single primary mailbox contact point

    For queries that can't be resolved online, email the relevant team via a single primary mailbox. Use these mailboxes unless your enquiry requires specialist advice.

    If you're unsure of where to direct an enquiry, contact the Client Relationship Management (CRT) team by emailing:

    The CRT team will contact other Australian Taxation Office (ATO) recipients on your behalf if necessary.

    Primary contact points

    Operational enquiries

    Email SuperCRT@ato.gov.au for operational topics including:

    • voluntary disclosure and resolving errors
    • successor fund transfers (SFTs)
    • fund queries about the Small Business Superannuation Clearing House (SBSCH)
    • member contributions statement (MCS)
    • transfer balance cap reporting (TBAR)
    • member account attribute service (MAAS) and member account transaction service (MATS) (once operational)
    • CRT Alerts.
    Consultation/co-design enquiries

    For consultation/co-design topics, including early stage or new policy projects (outside SuperStream):

    Digital service provider enquiries (non-SuperStream) enquiries

    For digital service provider enquiries (non-SuperStream):

    Law interpretation enquiries

    For case references:

    Specialist contact points

    Diagnostics reports and RDF enquiries

    For information about Diagnostic reports (addressed to designated Client Relationship Manager, if applicable) and risk differentiation framework (RDF) re-design:

    SuperStream enquiries

    Email SuperStreamStandards@ato.gov.au for SuperStream enquiries including:

    • data and payment standards
    • project queries (currently MAAS/MATS; was section 20c (s20C)/unclaimed super money (USM), government contributions)
    • design
    • implementation/onboarding.
    Other enquires

    For Transaction Services Working Group enquiries:

    For enabling services – SuperTICK, SuperMatch and Fund Validation Service enquiries:

    For service support:

    For enquiries to the Secretariat for cross-agency forum for innovative retirement income stream products:

    Replies

    When you send an email to one of our mailboxes, an acknowledgement reply will be issued, including the mailbox’s service level agreement for resolving enquiries.

    If needed, the mailbox will negotiate with downstream stakeholders to work towards resolution within the acknowledgement’s timeframe, and provide progress updates if the enquiry is still unresolved within the expected timeframe.

    The area actioning the enquiry will send the final advice directly to the enquirer.

    If further clarification is needed, send a follow-up email to the mailbox you received the response from.

    What to include in your email

    To assist us in directing enquiries quickly to the appropriate team, we ask that you:

    • ensure the subject matter of the email enquiry is clearly stated in the email’s header
    • include all relevant background on the issue, including any records such as emails and other forms of contact with us on the issue.

    Re-escalating an issue

    Allow sufficient resolution time before re-escalating the issue (in line with the service level agreement in the acknowledgement reply).

    If you need to re-contact a mailbox:

    • send a follow-up email to the mailbox originally contacted
    • carbon copy (CC) the original mailbox, if escalating to another contact point.

    Note: no reply will be provided where a mailbox is CC'd into an email.

    General super enquiries

    Consultation with us

    We consult widely with key members of the super community through various consultation forums so they can engage with us directly on issues that affect the super system.

    You can register your interest in a consultative group about superannuation matters.

    See also:

    Making a complaint

    We support your right to make a Complaint and we are committed to treating complaints seriously, dealing with them quickly and learning from them.

    Feedback

    We welcome you to provide us with any Compliments and suggestions. We will not respond directly these, but they will be taken for consideration as your suggestions are important to us.

    Ordering publications

    If you know the full title or NAT number of the publication you want:

    Phone (general enquiries)

    Phone us on 13 10 20 (8.00am and 6.00pm - local time - Monday to Friday, except public holidays).

    Policy issues

    Contact the ATO Consultation Hub by emailing Consult@ato.gov.au to raise a super policy issue where our interpretive or administrative approach provides an unintended outcome or has potential for a wide range of consequences across a segment of the superannuation industry.

    Progress of new legislation

    See New legislation to track the progress of new legislation from announcement through to royal assent.

    The pages also provide information about the administrative treatment of retrospective legislation.

    SuperStream data and payment standard

    For enquires about the SuperStream data and payment standard:

    Super guarantee intelligence from third parties

    There are a few options available for enquiries involving Super guarantee (SG) intelligence from third parties such as funds and unions.

    To notify us of employers failing to pay super guarantee:

    If you are an employee complaining about your employer not paying enough super, you can't lodge a complaint here.

    We can only acknowledge receipt of referrals made by third parties. The Privacy Act 1988 and taxation law prevent us from telling you about our investigations into specific taxpayers.

    Last modified: 26 Jul 2018QC 56325