BAS agent phone services (Fast Key Code) guide

Check online first

If an online option is available, we recommend that you use it before phoning us. If you phone us about something that can be resolved through an online channel, we will direct you to that channel.

To get the most out of our online services, use our:

Phone us

If you need information about a general, straightforward and simple issue, you can phone us on 13 72 86 between 8:00 am and 6:00 pm, Monday to Friday, excluding public holidays.

Before phoning us, check you have your:

Registered agent number (RAN)
Proof of identity (POI)

Using our Fast Key Codes

Fast Key Codes allow you to key ahead to the option of your choice when phoning us, without listening to the entire menu.

This BAS agent phone services (Fast Key Code) guide will direct you to the right Fast Key Code for the topic you need to phone us about. It is important you use the correct Fast Key Code so you are directed to the right ATO officer with the relevant skills. If you select an incorrect code, your call may need to be transferred and longer wait times will apply.

We recommend you bookmark this page as we regularly update it.

When you look up the Fast Key Codes in this guide, you will also find information and links to the available online options. Save time by using the online options rather than phoning us.

Follow these steps to locate the relevant Fast Key Code.

Table 1: Steps to locate relevant Fast Key Codes
Step	Action	What to do
1	Select enquiry type	Individual Non-individual and sole trader Super Practice
2	Choose topic table	Registrations Lodgment Payment Detailed enquiry
3	Locate your query and Fast Key Code	Match your query in the topic table Review our website links and check if ATO online services can be used Use the listed Fast Key Code via 13 72 86 if you still require assistance

The Fast Key Codes (and online options) are:

Non-individual and sole trader clients
- Registrations
- Lodgments
- Payments
- Detailed enquiries
Practice support, including ATO online services
Letters – alternative phone service
Other phone services

Non-individual and sole trader clients – registrations, lodgments, payments & detailed enquiries

Table 2: Registration Fast Key Codes for Non-individual and sole trader clients
Topic and ATO website information	Online services available	What assistance can be provided	13 72 86 Fast Key Code
Progress of an Australian business number (ABN) application	n/a	Progress of lodged ABN application Refused ABN application	2 1 1
General registration enquiries, including Taxation registrations	You can complete this via Online services for agents For instructions, see Tax registrations	New registration including goods and services tax (GST) & PAYG withholding Change or cancellation of tax roles, including cycle changes Duplicate TFN or ABN	2 1 2
PAYG instalments	You can complete this via Online services for agents For instructions, see How to lodge your BAS	New registration Cancellation How to vary PAYG instalments Explanation of PAYG instalments	2 1 3
Fuel tax credits – business (FTC)	You can complete this via Online services for agents For instructions, see Tax registrations	Eligibility FTC overview Register, backdate or change FTC FTC’s for non-GST entities	2 1 4
Wine equalisation tax (WET)	n/a	Registration Reporting Paying Products WET apply to	2 2 2
Single Touch Payroll (STP)	n/a	Notify or change software provider Corrections Deferrals Pay events Employee management	2 2 2
GST groups and branching or joint ventures	n/a	Forming GST groups and branches Effect of forming GST groups, branches and joint venture	2 4 4

Table 3: Lodgment Fast Key Codes for Non-individual and sole trader clients
Topic and ATO website information	Online services available	What assistance can be provided	13 72 86 Fast Key Code
Respond to our request to contact us regarding an activity statement	n/a	Confirm next actions required as per the correspondence you or your client has received	2 2 4
Business activity statements (BAS) GST – Completing your BAS for GST PAYG and withholding – How to complete your activity statement labels FBT – how to complete your activity statement labels WET – how to complete your activity statement labels LCT – how to complete your activity statement labels	You can complete this via Online services for agents For instructions, see How to lodge your BAS For more help with lodging online, use our Online services for agents activity statement user guide	How to lodge When to lodge Activity statement labels	2 2 2
Revising a Business activity statement (BAS)	You can complete this via Online services for agents For instructions, see How to revise an activity statement	Revise an existing BAS	2 1 2
Generating a new or replacing a Business activity statement (BAS)External Link	n/a	Generate a new BAS Reissue an existing BAS	2 1 2
Deferral or extension requests	Deferrals must be requested via Online services for agents For instructions, see Lodgment deferralsExternal Link	We are unable to assist with these enquiries by phone	n/a

Table 4: Payment Fast Key Codes for Non-individual and sole trader clients
Topic and ATO website information	Online services available	What assistance can be provided	13 72 86 Fast Key Code
Payment plan for a non-individual client For support options, see Help with paying	You can complete this via Online services for agents For instructions, see: Make a payment plan View payment options and make a payment You may be unable to Online services for agents in the following circumstances: to re-negotiate an existing payment plan debt amount is $200,000 or more client is insolvent, bankrupt or in dispute the payment plan repayment timeframe is beyond 2 years received a warning of firmer recovery or legal actions in the past 6 months defaulted on or cancelled 2 or more payment plans in the past 12 months.	Negotiate or re-negotiate a standard payment plan Interim payment plan Debts referred to an external collection agency Payment in full General hardship information	2 3 2
General interest charge (GIC) Failure to lodge (FTL) on time penalty	All remissions must be requested via Online services for agents For instructions, see Remission of interest charges	Calculations GIC rates FTL calculations We are unable to assist with remission requests by phone	2 3 2
Request a refund or for progress of refund	You can complete this via Online services for agents For instructions, see Refund request	Progress of refund Refund request	2 3 4
Credit transfers for Non-individuals	You can complete this via Online services for agents For instructions, see Transfer request	n/a	2 3 1
Missing payments	n/a	Locate a missing payment made to the ATO	2 3 1
Explanation of account – Non-individuals	You can view this via Online services for agents For how you can do this online, see Accounts and payments	Account explanations: Statement of account Integrated client account	2 2 5

Table 5: Additional detailed enquiries Fast Key Codes for Non-individual and sole trader clients
Topic and ATO website information	Online services available	What assistance can be provided	13 72 86 Fast Key Code
PAYG withholding	n/a	No TFN or ABN withholding Withholding variations Allowance withholding Employee termination payments Gifts and donations – workplace giving	2 4 2
GST advice	n/a	Charging GST Claiming GST Deferred GST Exemptions certificates GST advice complex enquires will be internally escalated.	2 4 4
New legislation – businesses	For more information, see How laws are made	n/a	n/a
Deceased estates	n/a	Deceased estates Deceased estate requirement to lodge Deceased estate data package	2 4 1
Excise on alcohol Excise on tobacco Excise on fuel and petroleum products	n/a	How excise applies Excise licences Excise rates	2 4 2

Practice support, including ATO online services

Table 6: Fast Key Codes for Practice support enquiries, including ATO online services
Topic and ATO website information	Online services available	What assistance can be provided	13 72 86 Fast Key Code
Using Standard Business Reporting (SBR) cloud-based enabled practice management software	Notify us of your hosted SBR software service	Registration System requirements SBR system issues PLS issues	4 1
BAS agent lodgment program	n/a	Lodgment program: information framework	4 1
Support for Online services for agents	n/a	Features System requirements System maintenance Troubleshooting for businesses and tax professionals	4 1
Support with Access Manager	For instructions, see Access Manager for tax professionals	Troubleshooting	2 1 1
Support for ATO website	n/a	Website tips Troubleshooting common errors and issues	4 1
Individual complaints, compliments and feedback	You can complete this via Online services for agents For instructions, see How to lodge your complaint	Lodge a complaint Lodge a compliment Progress of lodged complaint	4 2 1
Business complaints, compliments and feedback	You can complete this via Online services for agents For instructions, see How to lodge your complaint	Lodge a complaint Lodge a compliment Progress of lodged complaint	4 2 2
Superannuation complaints, compliments and feedback	You can complete this via Online services for agents For instructions, see How to lodge your complaint	Lodge a complaint Lodge a compliment Progress of lodged complaint Progress of lodged complaint	4 2 3
All other complaints, compliments and feedback	You can complete this via Online services for agents For instructions, see How to lodge your complaint	Lodge a complaint Lodge a compliment Progress of lodged complaint	4 2 2
Report fraud, phoenix, tax evasion, shadow economy activity, or unpaid super, including illegal phoenix activity or shadow economy activity	You can complete this online via the ATO tip-off form	n/a	4 3
Recent disaster events assistance for your practice or affected clients	n/a	n/a	4 4

Letters – alternative phone service

When we send letters to your clients, the phone numbers we quote are for the general community.

To ensure your enquiry is handled in the right way, use the following list to respond to letters from us that quote other phone numbers.

Table 7: Fast Key Codes for letters – alternative phone service
If a letter from us asks your client to phone	Use phone number
13 10 20	13 72 86 and select Fast Key Code 3 5
13 11 42 (debt issues) Individual	13 72 86 and select Fast Key Code 1 3 1
13 11 42 (debt issues) Non-individual	13 72 86 and select Fast Key Code 2 3 2
13 11 42 (lodgment issues)	13 72 86 and select Fast Key Code 2 2 5
13 28 66	13 72 86 and select Fast Key Code 2 3 5
13 28 61	13 72 86 and select Fast Key Code 1 3 4
1300 130 926	13 72 86 and select Fast Key Code 2 2 4
1300 657 162	13 72 86 and select Fast Key Code 2 1 4
1800 467 033	13 72 86 and select Fast Key Code 1 2 1
1300 146 094 (103)	13 72 86 and select Fast Key Code 1 3 3
1300 146 094 (104)	13 72 86 and select Fast Key Code 2 2 3

Other phone services

Table 8: General phone services
Topic	Phone number
Direct debit and refund help line For more information on completing a direct debit request to pay personal, business and super tax liabilities	1800 802 308
myID – HelpExternal Link – enquiries and support	1300 287 539
myID – Contact usExternal Link – support and inappropriate access	1300 287 539
Payment methods: refer to How to pay refer to Other payment options phone the Payment hotline	1800 815 886
Publications can be printed or ordered: online – ATO Publication Ordering Service by phone (have the full title or NAT number ready)	1300 720 092
Relationship Authorisation Manager (RAM)External Link – enquiries and support	1300 287 539
Using Standard Business Reporting (SBR) cloud-based enabled practice management software – Notify us of your hosted SBR software service	1300 852 232