Tax practitioner improvements workshop
As part of the ongoing program of work, Tax Practitioner Improvements Consultation (TPIC) Working Group members undertook a workshop on 22 April 2026 designed to identify and understand the highest priority improvements from a tax professionals’ perspective. Members focussed on improvements from 3 key focus areas:
- why tax agents are calling and how agents would like queries to be resolved
- use of digital services and ideas for expansion
- other improvements outside of the phone lines and online services.
Members worked together in small groups to capture ideas and prioritise these from a tax practitioner perspective.
As agreed with the group, we will collate the improvement ideas, confirm with members that these are captured correctly, then develop a view of:
- what can be progressed
- what is already being worked on
- what will not be progressed, including transparency about why.
These next steps will be progressed over the May and June meetings.
TPIC Working Group 29 April 2026
Members met to discuss an item that was held over from the earlier meeting.
Review of fast key codes (recommendation 3D)
A discussion with the group on the review and proposed redesign of the fast key code (FKC) system for the registered agent phone line was held, focusing on improving usability, alignment with agent needs, and capability-based routing ahead of tax time. This discussion followed on from consultation that occurred with the tax profession in March 2026.
The group discussed the usability challenges of the current FKC system, including complexity, outdated information, terminology and provided suggestions for improvement and future technology integration.
Members were taken through the proposed solution to improve the FKC system, with an approach to:
- Refine the system to better align with current call drivers, supporting improved right-capability and first-contact outcomes.
- Structure and present the system in tiers (client type – lifecycle stage – specific enquiry) to simplify navigation and support faster, more accurate FKC selection.
- Closely monitor post implementation to measure success and refine any friction points that are not adequately addressed.
- Establish a regular cadence for review, continuously informed by data and agent feedback.
Other points discussed were the urgency of implementing the redesigned FKC system before tax time, the need for effective communication and change management, and the plan for iterative review and refinement with ongoing feedback from the agent community.
Members agreed with the proposed solution, but a question was raised whether the changes should be made before or after-tax time. The preference was to make the changes before tax time and monitor/review the effectiveness before reporting back to the TPIC in November. Next steps were discussed, including:
- finalising the interactive voice response structure
- engaging with the members of the Communication Content Working Group
- maintaining ongoing consultation with the agent community to ensure the redesigned FKC system remains relevant and effective.