Recommendation 2A and 2B – drivers of calls
Members were taken through the outcomes of recent targeted consultation with the agent community regarding drivers of calls, system and process gaps, and next steps for further consultation and analysis.
The consultation, held in March, involved around 15 agents and professional association representatives and focused on Online services for agents functionality gaps, ATO website content, and drivers for agent calls to the ATO.
Participants provided feedback on:
- processing status – lack of visibility of requests
- activity statement related functions
- variations and registrations
- support tools – practice mail and web content
- complaints process
- Online services for agents, reports
- Pay as you go (PAYG) instalments.
The ATO will do further consultation to address gaps in website and Online services for agents material.
Recommendation 3a(iii) – ATO registered agent phone line review feedback mechanism
Members were taken through a review of existing feedback mechanisms for the registered agent phone line, looking at awareness, usability, and expectations for feedback and complaints processes.
Existing feedback mechanisms were noted, including:
- online feedback form
- feedback form in Online services for agents
- over the phone
- mail.
Feedback was sought from members around the existing feedback mechanisms. Discussion included:
- limited awareness of the formal feedback options
- lack of acknowledgement or visible outcomes from feedback discourages agents from using the available channels
- recommendation for more overt and immediate feedback mechanisms, such as post-call surveys or follow-up emails, and greater transparency about how feedback is used and what changes result.
The ATO will continue to review feedback process and consider the group's suggestions for more effective and visible feedback mechanisms.
Progress on priority improvements
Members reviewed a document that captures the priority improvements work from last month's workshop. Members were taken through the proposed key themes, seeking validation, clarification, and prioritisation of initiatives to improve agent and client experiences with the ATO.
Feedback from members included:
- consensus that ‘improving functionalities for all key tasks to be done online’ was the number one priority
- a suggestion to change the names of themes 2 and 4 for better clarity.
The ATO will circulate an updated summary of themes and priorities for feedback before the next meeting. We will provide transparency on which initiatives are underway, planned, or not currently prioritised at future meetings.