Client-to-agent linking
The ATO provided an update on the client-to-agent (CAL) linking project. CAL is one of several digital fraud controls being introduced to strengthen ATO online services to help protect against fraud, identity-related theft, and loss of personal information. It was introduced to address behaviours the ATO was seeing where criminals were taking over an agent’s identity and or practice details and using those credentials to commit fraud or harvest personal information.
The ATO is taking a staged approach to delivering the fraud control to different client markets and is currently planning for consultation to identify an option to deliver to individual and sole-trader populations. The ATO sought feedback from the individual stewardship group (ISG) members on who in the Individuals market should be consulted with, and what their expectations are for their involvement going forward.
Member comments
The National Indigenous Chamber of Commerce and Self-Managed Superfund Association were suggested as industry group to consult with on this change.
Members suggested that the ATO needed to provide clear messaging regarding the reason for the changes and the new verification requirements to stop any confusion.
Members agreed that the two-factor authentication, to verify a genuine relationship between client and agent will enhance account security.
Supporting people experiencing vulnerability
The ATO shared an update from the 30 September 2024 workshop, where industry representatives met with the ATO to identify the key issues impacting people experiencing vulnerability when interacting with the tax system and discuss practical opportunities to reduce these friction points.
The workshop aimed to identify:
- The primary issues impacting people experiencing vulnerability when engaging with their tax and super obligations.
- Practical solutions the ATO or our partners could implement to reduce barriers and provide additional support, as well as their impact and feasibility.
- Key elements that should be captured in an ATO Vulnerability Framework.
The ATO made a commitment bring an update to ISG members in 2025 as this work progresses.
Member comments
It was agreed that it would be beneficial to return this work to the ISG for more in depth discussion once the framework progressed
Members emphasised that accessibility is central to this piece of work - an inability, or requirement for reasonable adjustments to engage with the ATO does not mean that the person does not want to engage with the ATO.
Members emphasised the importance of language and terminology used when scoping and discussing people experiencing vulnerability.
Community environmental scan
Non-government members continue to report on that cost-of-living pressures, and the impact that it is having on members of the communities they represent. Some members reported they face barriers when engaging with the ATO during peak season due to contact centre wait times or not having access to appropriate identification documents to access their ATO records. They suggested that widening the list of suitable proof of record documents could negate this issue.
Attendees
|
Organisation |
Attendee |
|---|---|
|
ATO |
Sonia Corsini, Individuals and Intermediaries (Chair) |
|
ATO |
Anita Challen, Frontline Risk and Strategy |
|
ATO |
Melanie Casey, Individuals and Intermediaries |
|
ATO |
Robert Thomson, Individuals and Intermediaries |
|
ATO |
Tara Pamula, Frontline Operations |
|
ATO |
Tim Pulsford, Superannuation and Employer Obligations |
|
AMES Australia |
Chris Pierson |
|
Australian Securities and Investments Commission |
Andrew Dadswell |
|
Australian Shareholders Association Limited |
Eden Zanatta |
|
Financial Counselling Australia |
Lynda Edwards |
|
National Seniors Australia |
Brendon Radford |
|
People with Disability Australia |
Julian Laurens |
|
Real Estate Institute of Australia |
Jock Kreitals |
|
Treasury |
Bede Fraser |
Guest attendees
|
Organisation |
Attendee |
|---|---|
|
ATO |
Elizabeth Bott, Frontline Services |
|
ATO |
Rebecca Watson, Individuals and Intermediaries |
|
ATO |
Ziva White, Individuals and Intermediaries |
Apologies list
|
Organisation |
Member |
|---|---|
|
ATO |
Trevor Schloss, Superannuation and Employer Obligations |
|
Federation of Ethnic Communities' Council of Australia |
Beth Hall |
|
Financial Counselling Australia |
Zyl Hovenga-Wauchope |
|
First Nations Foundation |
Phil Usher |
|
Tax Clinic |
Connie Vitale |