Recommendation 3A (i) and (ii)
Quality assurance and priority improvement: Theme 2 improving consistency in processes and advice
Members were taken through the outcomes of the Australian Taxation Office (ATO) pilot quality assurance review of registered agent phone line interactions and the proposed approach to implementation. The pilot tested revised quality assurance criteria that focus on:
- consistency of advice
- quality outcomes
- recognition of the agent role
- reducing avoidable effort for practitioners.
The discussion focused on how quality should be measured and whether traditional random sampling alone is sufficient to identify poor practitioner experiences. Members highlighted the value of also considering:
- complaints
- sentiment
- lengthy calls
- repeat contacts
- situations where agents receive different answers to the same query.
Members were supportive of the direction of the work and acknowledged the opportunity it presents to better understand practitioner experiences and identify areas for improvement.
An implementation plan will be finalised by 30 September 2026 and will include activities to establish ongoing monthly sampling, reporting and quality assurance insights.
Recommendation 3B
ATO to publish registered agent phone line service and performance data
Members discussed the ATO's proposed approach to publishing registered agent phone line performance information, including wait times, transfers, escalations and other service data. We outlined our intention to pair operational data with quality assurance insights to provide a complete view of practitioner experiences.
Members generally supported publication of the information and noted that greater transparency would help provide a more balanced and evidence-based understanding of phone line performance. Discussion focused on:
- the importance of measuring not only wait times, but also resolution, transfers, repeat contacts and quality of outcomes
- how and where the information should be published
- the value of making service data easier for practitioners to access.
Priority improvement: Theme 4 communicating with the ATO – Outbound protocols and procedures
An update on revised outbound call protocols introduced following earlier Tax Practitioner Improvements Consultation Working Group (TPIC) feedback was given. Members were advised that updated guidance now requires staff to clearly identify themselves, the ATO and the tax practitioner they are attempting to contact. Discussion focused on:
- quality and consistency of voicemail messages
- importance of speaking clearly
- repeating contact numbers
- improving follow-up through practice mail.
We acknowledge the challenges associated with balancing practitioner needs against privacy, security and system limitations. Members discussed opportunities to make communications more useful while continuing to protect taxpayer information.
General interest charge remission form
Members were taken through proposed updates to the general interest charge (GIC) remission form following feedback received through recent consultation activities. Proposed changes include:
- clearer instructions
- improved guidance
- identification of mandatory fields
- inclusion of a field for the amount of remission being requested.
The changes were welcomed and members provided further suggestions to improve usability, including clearer evidence requirements, attachment guidance and more intuitive wording. Discussion also considered how streamlined remission processes should operate for lower-value claims and how the revised form may help improve processing efficiency.
Priority improvement: Online services for agents improvements linked to Theme 3 and Theme 4
Members discussed progress towards consolidating practitioner improvement opportunities into a single prioritised view. We outlined our intention to bring together Ombudsman recommendations, practitioner feedback, existing backlogs and other improvement initiatives into a single source of truth.
Members support the approach that clearly identifies which improvements are being prioritised, what progress is being made, and which forum has responsibility for oversight. Members highlighted the importance of ensuring that the value of improvements is considered from practitioner, taxpayer and broader economy perspectives, not solely from an internal ATO return-on-investment lens.
An overview was provided of our secure communications program and how it aligns with broader transformation initiatives, including the program for reimagined interactions – streamlined and effective. The proposed program includes modernisation of outbound communications, secure 2-way digital interactions and future digital access for authorised third parties.
Members supported early consultation and co-design and emphasised that engagement should extend beyond user interfaces to include:
- business processes
- access management
- permissions
- future integration with practitioner software.
Our commitment to involving stakeholders throughout the discovery and design phases was reiterated.
Several short-term improvements considered achievable within existing program capacity were discussed, including:
- visibility of compromised clients and fringe benefits tax matters at practice level
- redaction of tax file numbers (TFNs) from account PDF files
- improvements to the GIC practice mail process
- improved visibility of unread practice mail messages.
Members welcomed the proposed improvements, particularly the redaction of TFNs from account PDFs and the increased visibility of practice mail activity. Members noted that even relatively small changes can significantly reduce administrative effort and improve practitioner experiences.
Communication approach for the collective priorities
Members discussed how the collective priorities work and outcomes should be communicated to the broader profession. A range of communication channels, including professional associations, webinars, roadshows and stewardship forums, were discussed.
The TPIC's future role and how the work undertaken by the group should be maintained beyond its current lifespan was discussed. It focused on maintaining momentum, preserving visibility of agreed priorities and ensuring there is ongoing stewardship of practitioner improvement initiatives.
Both items will be further discussed with members at the September meeting.