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ATO strengthens support for taxpayers facing vulnerability

The new Vulnerability Framework informs the ATO’s continued investment in improvements to the way we support taxpayers.

Published 21 October 2025

The Australian Taxation Office (ATO) has today released a new Vulnerability Framework which will ensure taxpayers who are faced with vulnerability are offered tailored assistance and access to appropriate discretions.

ATO Assistant Commissioner Rob Thomson noted the ATO understands anyone can experience vulnerability – sometimes unexpectedly. It might be due to illness, family violence, natural disasters or other life events. These situations can make it harder to deal with tax and super.

‘The Framework sharpens our focus on improving the capability of our people as they engage with challenging taxpayer interactions,’ Mr Thomson said.

Practically, the Framework informs the ATO’s continued investment in improvements to the way we support taxpayers. Over the last 6 months we have:

  • brought together all teams supporting different aspects of vulnerability into a single dedicated hub
  • rolled out new training to all telephony staff to help them identify and refer taxpayers to the hub
  • increased resourcing in the hub to over 100 experienced staff who have been specifically trained to ensure they provide considered support for taxpayers in hardship.

‘We know making lasting change like this takes time and we are committed to working with our partners to ensure sustainable progress into the future.’

‘While the Framework cannot change tax obligations – for example, the law does not allow us to waive tax debts – it will inform our approach for how we listen, communicate and connect people to the right support. While we’re bound by law to collect tax and ensure fairness, we also have principles that guide how we engage – with empathy, respect and care. The Framework helps us do that better.’

‘If you’re finding it hard to manage your tax or super, reach out to us or speak to your tax professional. You can also nominate someone you trust, like a financial counsellor, to speak to us on your behalf.’

The Framework was shaped by feedback from over 70 contributors across the community, including advocates, service providers, government and non-government organisations, people with lived experience and ATO staff.

Taxpayers experiencing vulnerability who need help should visit ato.gov.au/crisissupport or call the ATO on 1800 806 218. For immediate mental health and wellbeing support, phone:

Notes to journalists

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