Group purpose
The Australian Taxation Office (ATO) co-chair Grant Brodie welcomed members of the Tax Practitioner Improvements Consultation Working Group (TPIC) and reaffirmed our genuine commitment to delivering meaningful change, noting the significant opportunities for improvement. The group is designed to achieve a consultative and collaborative approach with the tax profession to implement the Tax Ombudsman’s recommendations from its review of the registered agent phone line and service offer. We will also consider initiatives aligned to the ATO’s Interaction Strategy and plan to operate over a 12-month period.
Members are supportive of the establishment of the group and welcome open and transparent consultation.
ATO Interaction Strategy 2030
The Interaction Strategy 2030 informs how we will design and deliver interactions from now to 2030 ensuring the ATO keeps up with the evolving community and government expectations as well as technological advances.
The strategy recognises the role tax professionals play in the administration of the tax system and the impact of changes to interactions for professionals and their clients. We invite the tax profession to be involved through consultation, in shaping next steps of how we bring the strategy to life and make the vision a reality.
The strategy outlines the following 4 key objectives:
- Provide unassisted digital self-serve options to resolve information, support and transactional interactions.
- Provide tailored, efficient human-assisted channels to resolve inbound interactions.
- Provide secure, integrated digital solutions for cases that require human judgement.
- Provide low-cost outbound channels with a clear call to taxpayer action.
Key areas we will engage the group in and seek input on are:
- shifting from human assistance to self service
- developing a Channel Suitability Framework
- diversifying access to online services
- use of AI technology
- communicating with the tax profession.
As each of these activities move into planning and implementation, we will consult meaningfully to design specific solutions whereby consultation can have a practical and direct impact on outcomes.
Members were supportive of the direction of the strategy.
Registered agent phone line – behind the service model
Insights into the operating environment of Frontline Operations, including compliance, processing and telephony was provided to members, along with a discussion on future focus.
Members discussed the breadth and some of the intricacies of its frontline delivery, with particular attention on trends over time. We highlighted that the registered agent phone line is prioritised over general queues, for which blocking is used as one of our demand management strategies.
Presenters shared draft changes to the Frontline Operations-owned service level commitments in the effort to make them more contemporary, consistent and comparable.
Members were interested in the ATO being more transparent around the best time to call when needed and that we should share ‘good news stories’ better, as they have found the phone service to be good when using it.
Tax Ombudsman's report
Members discussed the Tax Ombudsman’s ATO’s Registered agent phone line and service offer report and recommendations.
Planning for the year ahead
A discussion was held on the timing of the proposed implementation plan for the recommendations, as provided to the Tax Ombudsman with feedback sought on how the ATO plans to move forward with consultation.
The group discussed and agreed on the approach to consultation, balancing member’s time and the recommendations which would benefit from wider and/or targeted consultation, versus those that would be primarily consulted on through the group. It was agreed that consultation for recommendations will be grouped together where appropriate to ensure efficiency and maximise the valuable time of the profession when consulting.
An invitation will be issued through members of the Tax Practitioners Stewardship Group and the professional associations to identify and nominate representatives for upcoming subgroup consultations.
Monthly meetings will act as an oversight body and review consultation outcomes and recommendations to ensure a considered approach to implementation.
Charter
Members were asked to review the group’s charter so, it can be formally ratified at the next meeting.