Around the grounds
The ATO commenced the discussion by seeking member insights on 'What aspects of process or administration in the tax and super system could the ATO focus on to help improve people’s confidence that they can get things right?'
Members indicated that clear, simple and accessible communication remains central to building confidence in the tax and super systems. Members emphasised the importance of using plain language and visual formats where appropriate and noted that communication that is timely, easy to follow and relevant to individual circumstances can help with understanding and engagement.
Members discussed the importance of a human centred approach, noting that the tone and delivery of communication can shape how people experience interactions with the ATO, particularly for people from culturally and linguistically diverse backgrounds, older individuals and those with disability. Members also noted that unexpected contact from the ATO can create anxiety even where the purpose is to provide support.
Members observed that digital systems can be challenging for some individuals to access and that these challenges can be amplified during high stress situations. Members also noted that complexity in processes can make it difficult for individuals to feel confident they are getting things right.
The ATO acknowledged this feedback and its importance to the taxpayer experience.
Vulnerability capability
The ATO updated members on the ongoing work implementing the ATO Vulnerability Capability including:
- Tools and Indicators – We have completed the design of 3 key tools to help our staff identify and better manage taxpayers who may be experiencing vulnerability. Work is now occurring with relevant business areas to operationalise these tools and develop processes and guidance for staff in using these effectively.
- Updates to ATO Policies and Procedures – We have identified over 40 policies and procedures that require updating to ensure that they include specific guidance to staff on the application of these policies with respect to people experiencing vulnerability. Changes to these policies have commenced publishing, and we expect these to be finalised by 30 June 2026.
- Evidence considerations – We have established an administrative position on evidence in the context of vulnerability, balancing integrity considerations with taking a trauma informed approach to requesting evidence, where required. Specific guidance is now being drafted to support Tax Officers across different functions of the ATO to apply this in practice.
- Design Playbook – For staff involved in the design of new services, support and processes, we have developed a design playbook. The playbook is intended to support business areas to consider vulnerability during policy, program and service design, and to ask the right questions early rather than retrofitting solutions later.
Members supported the direction of the program and emphasised the value of ongoing consultation. Members highlighted the importance of applying trauma informed principles in practice and ensuring that processes remain flexible and responsive to individual circumstances.
ATO app and verify call
The ATO provided a demonstration of the ATO app with a focus on recent enhancements to strengthen security and support safer client interactions. This included ‘Verify call’, a new feature that improves account security controls and provides notifications designed to help individuals identify legitimate ATO contact.
Members shared experiences of account compromise, noting that navigating recovery processes can be challenging. Members also noted that individuals would benefit from understanding what information may have been accessed, the steps to take, and how features such as digital identify strength can influence access to services and recovery pathways.
Members acknowledged the importance of strong security settings in protecting individuals, while also noting that the steps required to strengthen identity may affect how easily some users can access services or regain access to their accounts, particularly those with limited digital capability or access.
Attendees
|
Organisation |
Attendee |
|---|---|
|
ATO |
Grant Brodie Chair, Individuals and Intermediaries |
|
ATO |
Anita Challen, Frontline Operations |
|
ATO |
Cathryn Hummel, Superannuation and Employer Obligations |
|
ATO |
Kelly Norwood, Frontline Risk and Strategy |
|
Australian Multicultural Action Network |
Ravi Krishnamurthy |
|
Australian Shareholders Association Limited |
Eden Zanatta |
|
Consumer Action Law Centre |
Kirsty Robson |
|
Financial Counselling Australia |
Lynda Edwards |
|
People with Disability Australia |
Julian Laurens |
|
Redfern Legal Centre |
Julia McClelland |
|
Relationships Australia |
Susan Cochrane |
|
Tax Clinic |
Connie Vitale |
Guest attendees
|
Organisation |
Attendee |
|---|---|
|
ATO |
Jillian Mathieson, Individuals and Intermediaries |
|
ATO |
Casey Hughes, Individuals and Intermediaries |
Apologies list
|
Organisation |
Member |
|---|---|
|
ATO |
Trevor Schloss, Superannuation and Employer Obligations |
|
Australian Securities and Investment Commission |
Andrew Dadswell |
|
Financial Counselling Victoria |
Zyl Hovenga-Wauchope |
|
National Seniors Australia |
Brendon Radford |
|
Treasury |
Richard Maher |