Personal crisis or vulnerability
You may be experiencing a personal crisis due to a tragedy or death in your family, serious illness or disability, mental health issue, family and domestic violence, or natural disaster.
You may be experiencing vulnerability if you are an individual who is facing an increased risk of harm, exploitation, exclusion, or isolation.
Financial hardship
Financial hardship (serious hardship) is when people are unable to provide for themselves, their family or their dependants. This includes being unable to provide food, accommodation, clothing, medical treatment, education or other basic necessities.
Many situations can contribute to financial hardship, including family tragedy, disability or serious illness, mental health issues, family and domestic violence, financial misfortune, financial coercion, abuse or the impacts of natural disasters.
Financial difficulties for businesses can occur from many situations, including business closure, disconnection of an essential service (such as electricity), repossession of a business vehicle, legal actions, court orders or settlements.
If your business can't meet its tax obligations due to the freezing of income or non-bank funds, the Australian Securities & Investment Commission (ASIC) can help. You should:
- contact us as soon as possible to discuss you situation
- contact ASIC about frozen funds and hardship withdrawalsExternal Link.
Death
When someone dies, it's important to look after yourself. If you are feeling overwhelmed, don't hesitate to talk with your friends or family or phone a confidential counselling service.
We understand that tax is not your priority right now. Phone us to let us know when someone has died, and we will stop sending tax correspondence or trying to contact them. Usually the person who phones us is the executor or next of kin, but other people can also notify us.
There are some important tax issues for the legal personal representative and others dealing with the deceased person's tax affairs. When you are ready to deal with their financial affairs, use our checklist of what to do when someone dies.
For the release of superannuation to beneficiaries, see super death benefits or death of an SMSF member.
We can support you
Anyone can experience a personal crisis or vulnerability. No matter what situation you find yourself in, if you are having trouble with your tax and super obligations, find out how we can provide tax support when you need it most.
Support for people with diverse needs
We offer a range of support for people with diverse and differing needs, including:
- people with disability
- Aboriginal and Torres Strait Islander peoples, including the Indigenous helpline
- people who access content in other languages
- information in an easier to read format, see If you can't lodge or pay on time – Easier to read information.
Support for people experiencing vulnerability
Our staff can help people who are experiencing vulnerability by referring taxpayers to specialised support teams to provide tailored support and information about external support services.
Sharing relevant details about your personal circumstances helps our staff determine if it's appropriate to refer you for specialised support.
To learn more about our commitment to supporting people experiencing vulnerability and how we’re implementing our vulnerability capability, see Our support for people experiencing vulnerability.
Support for tax professionals
We understand sometimes you need additional help and assistance in managing your clients' and your own tax obligations. We can provide support for your practice during difficult times.
Contact us as soon as possible
We encourage you to contact us about your situation as early as you can.
If you contact us for help, you can expect that:
- you will be treated fairly
- we will listen to your situation and offer support that is tailored to you
- we will help you get certainty on your tax and super position
- you will get clear and simple information about your options and next steps.
If you want to speak to someone due to a natural disaster or immediate crisis or hardship, phone our Emergency Support Infoline on 1800 806 218.
You can also call one of the following enquiry lines during operating hours:
- Individuals enquiries 13 28 61
- Lodge and Pay enquiries 13 11 42
- Business enquiries 13 28 66.
Before phoning, check:
- the operating hours for the phone service
- you have the information to prove your identity.
If you would prefer someone else to speak to us on your behalf, you can:
- nominate an authorised contact online
- speak with a registered tax practitionerExternal Link who can contact us on your behalf.
Information in your language
If you prefer to speak with us in a language other than English, you can phone the Translating and Interpreting Service (TIS National). This free service provides an interpreter in one of these available languagesExternal Link. The service will connect you and an interpreter to us so we can help with your query.
To contact TIS National, between 8:00 am and 6:00 pm AEST, Monday to Friday, phone:
- 13 14 50 if you're in Australia
- +61 3 9268 8332 if you're outside Australia.
Tell the operator the language you speak and ask them to phone us on 1800 806 218.
Aboriginal and Torres Strait Islander people
Aboriginal and Torres Strait Islander people can phone our Indigenous Helpline on 13 10 30 between 8:00 am and 6:00 pm, Monday to Friday (except public holidays) to speak with staff who are trained in cultural awareness. They will listen and help you find the right support.
Call services for hearing or speech/communication difficulties
If you are d/Deaf, hard of hearing or have a speech/communication difficulty you can contact us through the National Relay ServiceExternal Link (NRS), as follows:
- Contact the NRS through your preferred NRS call channel, detailed in NRS call numbers and linksExternal Link.
- Provide the NRS with the ATO phone number you want to call.
What it's like to call the ATO
When you call us, you’ll hear an automated menu with different options. Choose the option that best matches what you need help with. The automated voice may also ask you to enter your tax file number (TFN). If you have your TFN, and you feel comfortable entering it, this helps us find your account faster.
You might also be invited to enrol your unique voiceprint in our voice authentication system. You can decline this if you do not want to enrol. If you would like to enrol, you will be asked to repeat the phrase 'In Australia, my voice identifies me' (3 times).
There might be a wait to speak to someone. If wait times are longer than usual, you may be offered a service where we call you back, without you losing your position in the queue.
Once you’re connected, we’ll ask a few questions to confirm your identity to make sure we are talking to the right person.
After that, we’ll look at your account and talk through your situation. We’ll explain what’s going on and offer help through our usual services, or sometimes provide more tailored support.
Depending on your circumstances, we might refer you to specialised support. They may speak with you during the call or get back to you later when they are available.
Steps to phone us
Step 1: Phone us. Visit our Contact us page to find the best number for your enquiry.
Step 2: Listen to the menu options.
Step 3: Select the option that matches your reason for phoning.
Step 4: An automated voice will ask you to enter your tax file number (TFN). If you have it, and you feel comfortable entering it, this helps us find your account faster. If you don't enter it, we will still be able to find your account when we speak to you.”
Step 5: Speak to the ATO officer and explain your situation.
Step 6: Let the ATO officer know in detail about any circumstances impacting your ability to meet your tax or super obligations.
Mental health, wellbeing and counselling services
If you are feeling overwhelmed or you are concerned about someone you know, you can contact a free and confidential mental health and wellbeing support and counselling service.
Financial advice
We can't offer financial advice, but other organisations and websites can provide advice on managing your finances.