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  • What we do with your feedback

    We developed Online services for agents in collaboration with you and your professional associations. Many of the enhancements we made are due to your feedback. We want you to continue to provide feedback about how we can improve the service.

    Find out about:

    How to provide feedback

    Select the Give us feedback link located at the bottom of each screen in Online services for agents. Provide as much detail as possible.

    Our troubleshooting page lists issues we know about that may prevent you from completing an action in the system. We update this page when an issue has been resolved. Check this page before providing your feedback to see if an issue is already listed.

    Using your feedback

    We use your feedback to:

    • fix identified issues (like those listed on the troubleshooting page)
    • investigate whether improvements can be made to the system.

    While we can't respond to all feedback we receive, we may contact you if we need to clarify your feedback.

    Outcomes from feedback

    All system changes are prioritised within our schedules of system maintenance, major system updates and system fixes. We can't give specific dates for planned updates.

    Find out about:

    Updates made

    We have made the following updates:

    • activity statement account transactions
    • tax type summary report
    • communication preference – setting who receives our communications, you or your client
    • non-lodgment advice for non-individuals
    • view or download pre-fill reports for up to five clients at a time
    • filter account transactions by oldest to newest or newest to oldest
    • list favourites in alphabetical order
    • prepare and lodge taxable payments annual report (TPAR)
    • view TPAR lodgments due and lodgment history
    • view, add, update or remove the SMSF's electronic service address for SMSF clients
    • view super concessional contributions
    • access to a deceased client's information by their legal personal representative
    • filter income tax client lodgment status report by lodged, not lodged and not necessary
    • set direct debit for your clients' activity statement accounts
    • activity statement due dates incorporate your concessional due date. You and your clients no longer need to add four weeks to the date on the activity statement to determine the actual lodgment date.

    In progress

    The following updates are in progress and will be scheduled for upcoming releases as they are finalised.

    • save and resume payment plans.

    On hold

    Some requests are on hold. We may be forming a legal or administrative position, or other system changes have a higher priority in our schedule. These requests include:

    • 15 minute delay when adding a client to, or removing a client from, the client list. You can still open the client screen by typing their identifier, such as TFN or ABN, in the search field.
    • print to PDF option from some screens.

    Co-designing the new system

    When co-designing the new system, we used your feedback on issues with the tax and BAS agent portals to refine the functionality of the new service.

    We worked with many tax and BAS agents to test the system in a live environment. Our testing participants came from around the country – from regional and metropolitan areas – and from practices of varying sizes – from sole practitioners to larger national firms.

    The participants in private beta testing provided valuable feedback to help us improve the service before public beta testing opened in January 2019.

    Online services for agents became the default login for all agents on 17 August 2019.

    The following video shows some of the participants in the private beta and their experience of the collaboration.


    Media: Online services for agents – agent testimonials Link (Duration: 02:05)

    We are making similar functionalities available to digital service providers for them to include in their practice management software. It is their decision about when these services will be built into their commercial software. We'll continue to consult and co-design to determine the priorities and the most effective way to deliver this transition.

    See also:

    Last modified: 16 Mar 2020QC 57719