Acknowledgment
Once you've lodged a complaint, we'll acknowledge it within 3 business days by one of these methods:
- SMS
- phone
- letter
- Online services for agents.
Resolution timeframes
We aim to resolve complaints within 28 business days. If your complaint is complex and involves several issues, it may take longer to resolve your complaint. If we can’t resolve your complaint, we’ll explain why and let you know your other options.
Confirming your identity
If we need to access and discuss personal information, we may need to contact you to confirm your identity. If you're making a complaint for someone else, we may contact you to:
- make sure that you're authorised by that person to speak on their behalf
- access information that may be needed to manage the complaint.
If you don't have that person’s consent, you can still make a complaint, but we will only be able to respond in general terms.
If we phone you
If we phone you to discuss your complaint, it may display on your phone as 'Unknown caller', 'No Caller ID', 'Private number' or similar wording.
If you're not sure whether it's really us, phone the ATO switchboard on 13 28 69 to confirm.
For privacy reasons, we may not leave a message unless your voicemail clearly identifies who you are.
Complaint process
We'll handle your complaint independently. It will be assigned to a complaint resolver team that have not been involved in decisions about your issue.
During the complaint resolution process, the resolver may:
- keep you informed of the progress by SMS, email, phone, letter or via Online services for agents
- allow you the opportunity to give additional information or comments before finalising the complaint
- give you a clear and concise explanation of the action taken to resolve the complaint and the reasons for the decision
- give you information about your options, if you aren't satisfied with the outcome of the complaint.
If you have lodged a complaint, you can check the progress by phoning us on 1800 199 010. Tax or BAS agents can phone 13 72 86 (Fast Key Code 3, 2, 1).
What we expect
We expect you to do the following:
- Provide your name and contact details so we can contact you.
- Be clear, factual and tell us the outcome you’d like.
- Treat us with courtesy and respect. We don't accept abuse or threats.
- Cooperate with us and provide relevant information, including details of
- letters that you've sent or received from us
- phone calls or other discussions you've had with our staff about the issue.
- Tell us if you need help, such as using an interpreter or talking with someone who is authorised to make enquiries or act on your behalf.
We may be unable to progress your complaint if your conduct during the process is unreasonable.
How we will treat you
The ATO Charter (our Charter) outlines the relationship we seek to have with the community – which is a relationship based on mutual trust and respect. Key factors in this relationship are:
- our commitments to you
- what we ask of you
- the steps to take if you aren't satisfied.
Our Charter is available in 25 languages and an easier to read version.
Your feedback and complaints can help us improve our services to the community.
We are committed to treating complaints seriously by:
- dealing with them quickly and fairly
- learning from them.
Making a complaint won't affect your relationship with us.
Escalate a complaint
If you've previously lodged a complaint and you're not satisfied with the outcome, you can ask for your complaint to be escalated or reviewed by a person who was not the original complaint handler. To escalate your complaint, you can phone us or get in contact online or by post.
When to contact the Tax Ombudsman
If you're not satisfied with the outcome of your complaint, you can request an independent investigation by the Tax Ombudsman.
You must first lodge a complaint with the ATO and receive your outcome before you request an independent investigation by the Tax Ombudsman.
To contact the Tax Ombudsman, you can:
- visit the Tax OmbudsmanExternal Link website
- phone them on 1300 448 829
- write to them at
TAX OMBUDSMAN
GPO BOX 551
SYDNEY NSW 2001