• Complaints

    In the simplest terms, a complaint is a statement you make to us about your expectations that have not been met.

    We support your right to complain. We are committed to treating complaints seriously, dealing with them quickly and learning from them.

    Before deciding whether to lodge a complaint, here is some information that may assist you with your issue.

    If you have a complaint, we recommend:

    • you try to sort it out with the tax officer you've been dealing with (or phone the number you've been given)
    • if you're not satisfied, talk to that officer's manager
    • if you're still not satisfied, consider lodging a formal complaint.

    We will respond directly to your complaint.

    To lodge your complaint:

    • access the Complaints form
    • phone 1800 199 010 8am–6pm, Monday to Friday (local time), except national public holidays
    • phone the National Relay Service on 13 36 77 (if you have a hearing, speech or communication impairment)
    • fax 1800 060 063
    • write to

    Australian Taxation Office
    PO Box 1271
    ALBURY  NSW  2640

    How do we treat your complaint?

    We want you to be confident you can come to us with any problems and complaints, and have them resolved quickly and fairly.

    Once you've made a complaint, a tax officer will contact you within three working days.

    You can also contact us on 1800 199 010 and we will direct your call to the officer handling your complaint for a progress update.

    To finalise the complaint, the resolver will need to speak to you to confirm your identity, as we may need to access and discuss your personal information.

    The resolver may also need to obtain further details about your complaint and work with you to resolve it. During this process the resolver will keep you informed of the progress and will advise you of the final outcome.

    Other avenues available to you

    Once we have finalised your complaint, if you're still unsatisfied with the outcome, you may contact the Inspector General of Taxation to investigate your concerns:

    Inspector-General of Taxation
    GPO Box 551
    Sydney NSW 2001

    Read more about your rights and obligations

    The Taxpayers' Charter outlines the relationship we seek to have with the community – a relationship based on mutual trust and respect. Your rights, obligations and how to be heard are key factors in this relationship.

    The Charter states we respect your right to make a complaint.

    See also:

    Information in other languages

    Taxpayers' charter – what you need to know is also available in other languages as a PDF.

    Last modified: 23 Nov 2016QC 33776