2024 Multicultural access and equity action plan

Commissioner's message

It is with pride that I present the 2024 Multicultural access and equity action plan (MAP) for the Australian Taxation Office (ATO). This plan represents our commitment and the concrete steps we are taking to make the tax and super systems accessible to our clients with a culturally and linguistically diverse (CALD) background.

For us to achieve our vision to be a leading tax and superannuation administration known for our contemporary service, expertise and integrity, we aspire that all Australians value the tax and superannuation systems and understand their role in the healthy functioning of our society. This involves having the confidence and knowledge to access services in order to meet obligations and trusting the systems and the ATO’s administration of them.

The plan builds on the last MAP by adding a new level of focus on digital products and channels. Since the last plan we have developed the digital inclusion guide, a plan that outlines our approach to making digital services inclusive. In emphasising our role as a service provider, every interaction is seen as an opportunity to connect taxpayers with the system that relies on their trust in order to operate effectively.

We have also expanded our range of information products to support and inform CALD clients in times of crisis. Recent events, including bushfires, floods and the COVID-19 pandemic, have demonstrated the importance of this.

Please join me in supporting the ATO's 2024 Multicultural access and equity action plan.

Chris Jordan AO
Commissioner of Taxation

Our agency

The ATO is the Australian Government’s principal revenue collection agency and administers Australia’s tax system and significant aspects of Australia’s superannuation system.

Our purpose is to contribute to the economic and social wellbeing of Australians by fostering willing participation in our tax and super systems. Our vision is to be a leading tax and superannuation administration known for our contemporary service, expertise and integrity.

The ATO's role in supporting the Australian community through recent challenges has highlighted the importance of our commitment to transformation. We continue to pursue our aspirations for 2024 – to build trust and confidence in the tax and superannuation systems and to create a streamlined, integrated and data-driven future.

Our multicultural access and equity vision

Our vision for multicultural access and equity is to provide our CALD clients with:

a consistent, tailored and transparent experience
reliable and responsive services that meet their needs.

Our plan

Our CALD audience engagement approach is underpinned by the ATO corporate plan. We are committed to our vision, mission and values. We support our staff to develop and understand the principles of multiculturalism and an inclusive workplace. This includes training and diversity celebration days. This plan outlines our goals, strategies and priorities.

We recognise that workforce diversity fosters new ways of thinking, enhances productivity, and will shape the future direction of the ATO. Our 2024 Diversity and Inclusion Strategy is a key driver in how the ATO supports our workforce and fosters an inclusive work environment.

Current ATO services for multicultural communities

A network of community language officers across Australia to assist taxpayers and ATO employees, via translating and interpreting services.
A translating and interpreting service helpline (13 14 50) for those requiring the support of an interpreter.
Tax-related material translated into other languages on our website, in various formats – html, video, audio, podcast.
Attendance at expos, events and festivals across Australia to engage with and assist CALD communities with their tax and super affairs.
Delivery of free webinars to assist CALD audiences learn about their tax and super responsibilities.

Diversity celebration days

We observe celebration days as site-based events, to:

raise diversity awareness and support in the workplace
acknowledge various diverse groups in the ATO
demonstrate our commitment to workplace diversity.

A key annual event for us is Harmony Day, with its messages of community participation, inclusiveness, respect and a sense of belonging for everyone.

Commitment 1: Leadership

Demonstrate a commitment to multicultural access and equity and take responsibility for its implementation.

Table 1: Leadership
Action	Responsibility	Timeline	Target
ATO Deputy Commissioner is a champion for multiculturalism	Deputy Commissioner, ATO Corporate	Ongoing	Champion is in place and actively promotes multiculturalism
Promote the 2024 ATO Multicultural access and equity action plan	Director, Internal Communications Director, Workplace Diversity Director, Corporate Reporting	February 2021 and throughout life of plan	Staff are aware of multicultural access and equity principles and commitments.
Harmony Day is included in the ATO’s celebration days. Managers encourage participation and allow reasonable time for staff to attend site events.	Director, Workplace Diversity Directors, Site leadership CALD employee network	Annually on 21 March	Awareness of and support for workplace diversity
Continue to support the CALD employee network to uplift Diversity & Inclusion awareness in accordance with the 2024 Diversity & Inclusion Strategy (under development)	Director, Workplace Diversity CALD employee network	Regularly	CALD employee network promotes cultural diversity

Commitment 2: Engagement

Identify and strategically engage with CALD clients, stakeholders and communities.

Table 2: Engagement
Action	Responsibility	Timeline	Target
Deliver ATO messages and programs to CALD communities by working with key stakeholders and influencers	Directors, Marketing and Communications Directors, Client Experience teams Director, Community Consultation, Education and Support Director, ATO Help and Educate Hub	Ongoing	Clients can meet their tax and super obligations and understand their rights Foster a positive culture towards tax and super to encourage people to willingly pay the right amount of tax and contribute to their super Working alongside the Hub providing a coordinated whole-of-ATO approach and visibility of engagements
Engage and work with intermediaries to assist in delivering key messages to their CALD clients	Directors, Client Experience teams Director, Intermediaries Audience Team Directors, Marketing and Communications Director, ATO Help and Educate Hub	Ongoing	Clients can meet their tax and super obligations and understand their rights Foster a positive culture towards tax and super to encourage people to willingly pay the right amount of tax and contribute to their super Working alongside stakeholders and business partners, to increase knowledge and understanding amongst key audiences Working alongside the Hub providing a coordinated whole of ATO approach and visibility of engagements.
Liaise with other agencies on multicultural and equity issues	Director, Diverse Audiences Director, Small Business Education Director, Community Consultation, Education and Support Director, ATO Help and Educate Hub	Ongoing	Continued ATO participation in inter‑agency discussions
ATO communication strategies incorporate CALD audiences and are timely, targeted and tailored	Directors, Marketing and Communications Director, Community Consultation, Education and Support Director, Small Business Education	Ongoing	Strategies are in place and implemented to ensure CALD communications are appropriate to the audience
Increase our engagement with specific CALD communities – based on research, intelligence and needs	Directors, Client Experience teams Director, Community Consultation, Education and Support Director, Small Business Education Directors, Marketing and Communications	Ongoing	Increased awareness of tax and super rights and obligations in identified communities Foster a positive culture towards tax and super to encourage people to willingly pay the right amount of tax and contribute to their super Continue to conduct research and evaluate outcomes to ensure accessible and contemporary education, assistance and communications for CALD audiences meets changing expectations.
Consider multicultural audience needs when developing paid advertising briefs	Director, Campaigns and Advertising	Ongoing	Multicultural audiences are considered and incorporated into paid advertising briefs where appropriate
Deliver community education and assistance programs	Director, Community Consultation, Education and Support Director, Small Business Education	Ongoing	Community education and assistance programs meet client needs Develop and deliver contemporary education and assistance, optimising online delivery channels
Work with key stakeholders to develop tailored strategies to engage and support workers from CALD backgrounds to protect their worker entitlements. Key stakeholders include: Fair Work Ombudsman Employers Regulators' Forum	Director, Small Business Education	Ongoing	Strategies increase awareness and assistance to protect workers’ entitlements

Commitment 3: Responsiveness

Strategies are in place to ensure that policies, programs, community interactions and service delivery (whether in-house or outsourced) are responsive to CALD Australians.

Table 3: Responsiveness
Action	Responsibility	Timeline	Target
Ensure we adhere to the Australian Government Guidelines on Information and Advertising Campaigns by non-corporate Commonwealth entities	Directors, Campaigns and Advertising	Ongoing	Government advertising guidelines followed
Consider DTA/WCAG guidelines	Director, Digital Experience Director, Enterprise Solutions and Technology (EST) Strategy	Ongoing	DTA/WCAG guidelines followed
Use data and research to ensure priority languages are appropriately identified for education programs and communication strategies	Director, Diverse Audiences Directors, Marketing and Communications Director, Community Consultation, Education and Support Director, Small Business Education	Ongoing	Evidence based data is used to support priority languages that are aligned to business and communication objectives
Review ATO community language allowance program	Director, Diverse Audiences	2021	Action recommendations from review
Improve navigation, functionality and access to ‘in-language’ web content for CALD audiences	Director, Diverse Audiences Directors, Digital Experience Director, EST, Strategy	2021	Work with CALD stakeholders to test proposed improvements for access to web content
Work and collaborate with CALD audiences on how we develop digital approaches, solutions and community education and assistance programs	Directors, Client Experience teams Directors, Digital Experience Directors, EST Strategy Directors, Community Education and Support	Regularly	A well designed, fair, tailored and transparent experience makes it easier for clients to access the services and support they need, gives them increased confidence in the ATO and reduces the costs they face to manage their tax affairs. A focus on digital transactions is one way we make things easier for clients.
Continue implementation and uplift awareness of the Inclusive and Diverse ATO CEI	Director, Workplace Diversity Director, Corporate Policy	Regularly	Support for ATO staff to comply with corporate policy, and be aware of their responsibilities in an inclusive and diverse ATO

Commitment 4: Performance

Strong and clear mechanisms are in place to measure multicultural access and equity performance.

Table 4: Performance
Action	Responsibility	Timeline	Target
Act on community feedback and complaints received about multicultural needs and issues	All business lines	Ongoing	Community feedback and complaints received are acted upon, based on client needs
Evaluate CALD strategies and programs	Directors, Marketing and Communications Director, Community Consultation, Education and Support Director, Small Business Education	Ongoing	Evaluation of CALD strategies, education and assistance programs for CALD audiences work
Improve our understanding of our CALD clients’ needs	All business lines	Ongoing	All business lines have clear indicators and understand their clients’ needs
Client experience for CALD audiences is reliable and delivered through contemporary digital services where possible	All business lines	Ongoing	Availability of our digital systems is measured, and we have an improved understanding of the reliability of services for clients interacting digitally

Commitment 5: Capability

Understand, and have the capacity to respond to, the cultural and linguistic diversity of Australia’s population.

Table 5: Capability
Action	Responsibility	Timeline	Target
Develop and implement cultural competency training across the ATO	Director, Workplace Diversity Directors, Learning and Development	Ongoing	Cultural competency training is available for all staff
Site leadership and managers support and promote celebration days	Site leadership networks Director, Workplace Diversity	Ongoing	Multicultural events are conducted in all sites and managers support staff participation
Support priority groups identified in the 2024 Diversity & Inclusion Strategy (under development)	Director, Workplace Diversity	Ongoing	Key priority groups form the basis for ongoing diversity strategies and initiatives, and a commitment to an inclusive workplace
Continue embedding diversity & inclusion training as part of mandatory staff training packages	Director, Workplace Diversity Directors, Learning and Development	Regularly	Staff are equipped with the knowledge and tools to create a diverse, confident and inclusive workplace.
Conduct focus groups with ATO CALD employees to discuss our culture, opportunities, support structures and leadership	Director, Workplace Diversity	2021	Better understand the ATO CALD workplace experience, and how it can be improved

Commitment 6: Openness

Be transparent in the implementation of multicultural access and equity.

Table 6: Openness
Action	Responsibility	Timeline	Target
Publish this plan on ato.gov.au	Director, Corporate Reporting	February 2021	Plan is published on ato.gov.au
Report on the Multicultural access and equity action plan	Director, Corporate Reporting	Annually	Required reporting to the Department of Home Affairs is submitted on-time

Contact us

Email CorporateReporting@ato.gov.au

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Acronyms and initialisms

ATO	Australian Taxation Office
CALD	Culturally and linguistically diverse
CEI	Chief Executive Instructions
DTA	Digital Transformation Agency
EST	Enterprise Solutions and Technology
MAP	Multicultural access and equity action plan (MAP)
WCAG	Web Content Accessibility Guidelines