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 2.8 million individual lodgments have been received. This is a 4% decrease from the same time last year. Lodgment numbers for self-preparers have decreased 4% and agent lodged returns are down 7% compared to this time last year. We reminded members these numbers are expected to level out as tax time progresses.
We've received on average 22,000 calls from agents each week, totalling 66,000 this tax time. This is 11% down from this time last year.
There were 15,000 returns for accounts with compromised indicators that were tax agent lodged without needing to call the ATO as part of the new process.
In response to a member query from the TPSG Tax Time 15 July meeting around the frequency of PAYGI correspondence to tax agents (which was a courtesy notification of what was sent to the client), we confirmed that notifications default to the existing preference of their client. If a tax agent would like to change the notifications for their client new to PAYGI, they can update the Communication preferences via Online Services for Agents at the client level.
IT system updates & maintenance
All Tax Time systems are currently operating well and reporting green across the board.
We recently experienced two issues causing a slight degradation to services.
One issue was reported on the evening of Sunday 20 July between 6 pm and 7 pm AEST impacting all online services. Users may have experienced slowness or possible error pages. This issue was resolved shortly after it was reported.
The second issue was reported on Monday 21 July. It related to our internal case management system, where the ability to provide advice over the phone may have been limited due to availability of internal systems used by call centre staff. This issue has also since been resolved and all systems are operating as intended.
ATO Digital services
We noted that this week there is nothing to report.
In response to a member query from the TPSG Tax Time 15 July meeting around reports of tax agents receiving correspondence for incorrect clients through Practice Mail in OSfA, we provided the following information:
Tax agents have been receiving emails which are part of a Tax Time campaign reminding people to use their myID if they log into ATO Online services. This is part of an online access strength fraud prevention initiative where individuals who create a digital identity and use it to log into ATO Online Services ‘lock in’ the strength of their digital identity so that a fraudster can’t then go in and create a lower-level credential with stolen identity information and access their ATO account.
Under the Digital Identity legislation, digital identity providers like myID are only able to disclose information about the user of a digital identity to government services under specific circumstances. Tax Time messaging doesn’t fall under those circumstances, so we are unable to access the email address the myID owner used when they signed up for their myID. We must rely on the information that it has on the client register for mail campaigns, and in some cases, client’s contact information, including their nominated email address, will be that of their agent.
This feedback has been passed onto the relevant area responsible for the campaign. They have been asked to include the intended recipient’s surname wherever possible.
ATO Communications
A key focus for ATO communications is the ATO app with a media release to be issued on Thursday 17 July. It will remind taxpayers to download the ATO app to protect against scammers and fraudsters. The ATO highlighted that the block functionality of the app is having significant outcomes preventing fraud attempts.
As most pre-filled data is now available, our upcoming media release and messaging is focused around ‘the go-ahead’ campaign for taxpayers and tax agents to start lodging their tax returns.
We continue to talk about the importance of getting work-related expenses right.
We are also continuing to develop content for diverse and First Nations communities, which outlines the support options available for these taxpayers, including Tax Help and Tax Clinic services.
Member comments
A member queried whether ATO communications relating to pre-fill includes references to engaging with a registered tax agent. We confirmed that the planned media release does refer to the use of a registered tax agent.
Member Insights and Experience
Member comments
Members are interested in receiving insights into employer obligations Single Touch Payroll (STP) finalisations and Taxable Payments Annual Reporting (TPAR), as well as any notable trends in common errors. We confirmed that they intend to share these insights at future meetings.
A member raised a query around whether it is possible for the ATO to include the number of days a taxpayer has had hospital cover in prefill to help taxpayers understand their liability to Medicare Levy Surcharge (MLS). We confirmed they will investigate the feasibility for next year’s Tax Time.