About the dashboard
The Online services for agents dashboardExternal Link lets you see at a glance if Online services for agents is operating normally or experiencing issues.
Using data directly from our monitoring systems, the dashboard uses a traffic light system to show if Online services for agents is available or experiencing issues.
Meaning of dashboard colours
Dashboard colours change when the number of error messages or slow responses experienced by users is above a defined threshold. When multiple users are experiencing an issue, the dashboard will display the issue.
There are 4 categories:
- Operational (green) – the system is working, with no known performance or availability issues detected
- Degraded performance (blue) – slow performance (more than 30% of requests exceed a 5-second response time)
- Partial outage (yellow) – limited access or working intermittently (login is unavailable to more than 5% of users, and other services are unavailable to more than 15% of users)
- Major outage (red) – system unavailable.
The colour against the system reflects its overall status. You can expand the information by clicking on the plus sign and down arrows to reveal the status of the following services:
- Login service
- Search communication history – to search and retrieve communications we have issued for your clients
- View communication history – to view a piece of correspondence found in the search function
- Access practice and client reports
- Access Single Touch Payroll (STP) reports
- View client accounts
- Create or view mail messages
- File transfer – displays the availability of the file transfer facility to upload approved files
- Access super clearing house – availability of the Small business super clearing house (SBSCH). From 1 October 2025, only existing users of the SBSCH will have access until 30 June 2026. Employers will not be able to register as new users of the SBSCH after 1 October 2025.
- Add or remove clients
- Update client details
- View or Lodge activity statements
- Pre-fill
- On demand reports.
Why the dashboard colours may not reflect your experience
Following are several possible reasons why the dashboard might not accurately reflect your current experience — for example, it may show a green status even though it's not functioning properly for you:
- The dashboard reflects the current operational status of Online services for agents itself. It doesn’t show issues affecting external systems it depends on, such as myID, RAM, internet connectivity, and the Digital Identity Exchange. If any of these third-party systems experience an outage or performance issues, it may impact functionality even though the dashboard appears normal.
- You may be one of the first users to receive an error message or experience a slow response time – the dashboard will update when multiple users experience the same issue.
- The dashboard updates every 5 minutes – so it may take a few minutes for the colour to reflect your experience.
- You may not be assigned the appropriate permissions in Access Manager to perform the desired function or interaction.
If you experience access issues or slow response times for more than 5 minutes and the dashboard is green, refer to:
- System maintenance to check if scheduled maintenance is occurring
- Troubleshooting for businesses and tax practitioners to check if you are experiencing a known issue. If the issue isn't listed, phone us on 13 72 86 and select FKC 3 3.
You can also see our System MetricsExternal Link chart, which shows how the system has been performing recently. It measures the overall performance, not an individual user's experience.