Welcome and governance
The ATO Co-chair welcomed members and ATO attendees to the Tax Practitioner Stewardship Group (TPSG) Tax Time 2025 meeting.
ATO Updates
Frontline Services
We confirmed 1.6 million lodgments have been received. This is a 10% decrease from the same time last year, indicating that our messaging around ‘wait to lodge’ is working with taxpayers choosing to lodge later. Lodgment numbers for self-preparers have decreased 6% and agents down 11% compared to this time last year. We emphasised that it is too early to make any assumptions around these numbers and expect this to level out as tax time progresses.
We have received 44,000 calls from agents, which is 10% down from last year. We highlighted this is as expected, noting call numbers typically follow lodgment trends.
As of 14 July, there have been 467,000 refunds issued to taxpayers, totalling almost $1.2 billion with an average refund amount of around $2,500. With safety nets released, the first refunds landed into taxpayers’ accounts on Friday 11 July as planned.
IT system updates and maintenance
Tax Time Support systems are currently marked green and operating well.
There was a system glitch with myGov login identified with Services Australia impacting Online Services for Individuals, however this has now been resolved. Individuals using the ATO app were not impacted during this time.
ATO Digital services
We noted that digital services are operating as intended and there is nothing to report.
ATO Communications
We have started to see social media attention from taxpayers expressing disappointment in their refund amounts or shock at a tax debt. We noted this reinforces the need for the 'back to basics' approach with education and communication.
We have recently updated key tax time resources in 19 languages to help support tax professionals who have clients who prefer information in languages other than English.
The ATO’s Tax and Super Basics media and social media campaign commenced on 13 July, targeting diverse language communities with information to support them with their tax and super obligations.
We continue to support tax practitioners by promoting the ATO’s troubleshooting guide, which can help tax agents get up-to-date information about the availability of ATO online systems and known issues.
As the quarterly BAS lodgment date nears, we are reminding businesses about the due date, and that they may get until 25 August to lodge and pay if they lodge through a registered tax or BAS agent.
ATO communications is highlighting the importance of providing the correct information about family income to private health insurance providers to ensure taxpayers received the right private health insurance rebate.
Member comments
Members expressed the need for a cultural shift around taxpayers’ entitlement to a tax refund. They stated an increasing number of taxpayers are posting to social media their dissatisfaction when they receive an unexpected tax bill at tax time.
We acknowledged that there are many reasons why a taxpayer may receive a tax bill, i.e. gig economy, multiple incomes, PAYGI etc. Members queried if ATO communications can share greater awareness around why some taxpayers may be receiving a tax bill.
Small Business
We have released the Small Business Tax Time toolkit, which has useful information, guides and tools to help small business taxpayers stay informed and organised this tax time.
We have rectified an issue raised relating to ATO website links directing some users to old content. This issue was resolved within 48 hours of being identified and all links are linking to the right content.
Superannuation
As of Monday morning 14 July, 83% of Single Touch Payroll (STP) records have been finalised. There were additional reminders issued on Friday 11 July through ATO social media channels.
We reminded tax agents to ensure employers who haven't lodged their STP finalisation declarations as of COB Monday 14 July, to do so without delay as they are now overdue. Doing so will ensure employees have the right information to lodge their 2024–25 income tax returns.
Tax agents should make sure their clients have finalised data for all employees paid during the financial year. This includes employees that their clients may have not paid in a while, like employees or casuals who stopped work for them during the year.
Individuals
We will issue a media release around how to help protect yourself against scams next week. We prompted tax agents to remind their clients to be cautious of scams during tax time.
Member comments
Members queried whether there are any plans to issue comms to inform taxpayers who they should contact if they suspect instances of fraud. We confirmed this media release is to educate taxpayers and share the Verify or report a scam | Australian Taxation Office link to help taxpayers recognise any warning signs of tax scams, verify a suspected scam or report a scam.
Member Insights and Experience
Member comments
A member raised reports from tax agents that they are receiving correspondence for incorrect clients through Practice Mail in OSfA. We requested further details to investigate this matter.
A member raised an issue in relation to a super lump sum amount not being visible in pre-fill. We acknowledged the previously identified CSC issue and requested further details to understand if this matter is related.
A member raised a question around the frequency of PAYGI correspondence to tax agents. We asked for examples of these correspondences to investigate this further.