Tax support for when you need it most

Example: Norma's Story – Indigenous Helpline support

Norma had a tax debt and needed to discuss her options for addressing it. Speaking with an ATO officer, Norma was told she needed another form of identification to access her account. The remote town Norma lives in had recently experienced a cyclone which caused the local bridge to collapse, cutting her off from essential services, including the post office. Norma couldn't pick up her new license at the post office and was unable to provide the additional identification requested.

As Norma identifies as Torres Strait Islander, a friend suggested she should call the ATO’s Indigenous Helpline for support in accessing her ATO record. Norma called and spoke to Jo, who has specialist training in cultural awareness. Jo was able to use her discretion and follow alternative processes which allowed Norma to access her ATO record. Jo also helped set up a manageable payment plan for Norma to pay off her tax debt over a period of time.

Example: Bill’s Story – Extra time to lodge and pay for small business owners

Bill runs a small cattle station in regional NSW and usually lodges his quarterly BAS on time through online services for business. Recently, Bill was hospitalised with severe respiratory symptoms and pneumonia. He is now recovering at home but needs to travel 5 hours to the nearest city every few days for follow up treatment. His doctor has advised him to rest and ease back into work over the next month.

As the BAS is due in a few days, Bill knows he won’t have the time or energy to lodge and pay on time. He’s feeling stressed and unsure if the ATO can help, so he calls us and speaks to ATO Officer, Mohammad.

Bill explains his circumstances and how his temporary medical condition is affecting his ability to prepare his BAS. He also shares that the stress of the due date is impacting his recovery. Mohammad listens and offers a 5-week deferral of lodgment and payment, giving Bill time to focus on his health and gradual return to work.

During the call, Mohammad learns that Bill is feeling overwhelmed, and he is able to provide information about other community and government resources that could assist.

Example: David’s Story – Extra time to lodge

David had recently been released from prison after 3 years. He’d lost his job and had unpaid tax debts and overdue lodgments. Feeling overwhelmed, he didn’t know where to start.

David contacted us and shared his circumstances. We listened and the information David shared helped ATO staff refer him to Michelle, who was specifically trained to offer support for taxpayers in David's situation.

Michelle helped David understand that lodging his overdue tax returns was the first step to meeting his tax obligations and would help to clarify if he owed any tax. Since David didn’t have all his records, Michelle provided copies of income information we’d received from third parties to help him reconstruct his records.

Michelle also provides information about how to access a tax help volunteer and financial counselling services for support and gave him extra time to lodge.

With this support, David was able to complete his lodgments and is working to stay on track.

Example: Paul’s Story – Tailored payment plan

Paul, a former project marketing professional, faced severe mental health challenges and substance dependency which led to hospitalisation and made it difficult for him to continue working. As a result, he struggled to manage his tax obligations, and he received a warning letter.

Now living with his parents and working part-time in a role with limited earnings, Paul contacted us to ask for help. We referred him to specialised support, where he received support based on his circumstances.

Bethany listened with empathy and recognised Paul’s situation and his willingness to resolve his tax debt. She set up a tailored payment plan, allowing Paul to make smaller, manageable repayments over time.

This support helped Paul manage his tax obligations in a way that aligned with his personal circumstances, enabling him to focus on his recovery.

Example: Charlie's story – Remission of GIC

Charlie is a sole trader who runs their business from their home. Charlie's home was damaged during a flood, and they relocated their business to earn an income while repairs were made. Due to business relocation costs, Charlie was unable to pay their BAS debts from June to December 2023.

Once Charlie had their business situation under control, they supplied documentation detailing their circumstances and requested remission of GIC that accrued for these periods. We considered the circumstances that impacted Charlie's ability to pay on time, and the steps they quickly took to get on top of their obligations. GIC was remitted in full.

Example: Marlee’s Story – Remission of penalties

Marlee, a mother of 2, escaped a violent relationship and was living at a women’s refuge. She lodged 4 years of overdue tax returns, expecting to receive a refund to help her find secure stable housing. However, she received penalties for late lodgment, resulting in a debt, rather than the expected refund.

Marlee contacted us and explained that her former partner had full control over their finances. Recognising signs of financial abuse, staff referred Marlee to specialised support. Samantha reviewed Marlee's situation and given the circumstances, was able to remit the penalties.

This allowed Marlee to receive her refund and regain control of her tax affairs.

Example: Shelley’s story – Support through Dispute Assist

After Shelley’s contract was terminated due to a workplace injury, her lump sum leave entitlements increased her assessable income, resulting in a tax debt. Shelley disagreed with the assessment, lodged an objection and asked for help through the Dispute Assist service by completing question 9B on the objections form.

As a single mother, experiencing financial hardship and mental health challenges, Shelley was struggling with the objection process. Due to the impact of her circumstances, Shelley was eligible for support from Dispute Assist. Shelley was allocated a Dispute Assist officer, Amanda, who took time to understand Shelley’s situation. Amanda explained the objection process clearly, and worked with the objections team to ensure Shelley’s case was handled fairly and with care.

Although Shelley’s objection decision was unfavourable, Amanda helped her understand the outcome and connected her with another ATO area. With this support, Shelley lodged a successful application to have her tax debt released, removing her income tax liability.

Example: Rita’s Story – Release from tax debt

Rita was in a serious accident resulting in a brain injury. Following extensive hospitalisation and ongoing health challenges Rita has no employment, has had to sell her primary residence and now resides in a high care facility. Rita's legal representative contacted us, unsure of what to do.

We connected them with Josh from our specialised support. Josh listened to Rita’s experience and recognised the difficult position she was in.

He helped Rita's representative apply for a release of her tax debt. The application was assessed and granted after taking into consideration her financial and other personal circumstances. It clearly demonstrated that paying the debt would cause serious hardship, meeting the requirements for release. Josh also provided information about other community and government resources that could assist with other aspects of Rita's situation.

This support gave Rita financial relief, and better access to support.

Example: Esther’s Story – Early release of super

Esther lost her job due to severe anxiety and fell behind on bills. Although she is starting a new job that better suits her situation, due to missed mortgage payments she is facing the risk of losing her home.

Esther read about compassionate release of super on the ATO website and determined that she meets the eligibility criteria to apply under preventing foreclosure or forced sale of her home. Esther collected all supporting documentation required and submitted an application online.

After assessment, Esther's application was approved, allowing her to pay her overdue mortgage and keep her home.