We welcome your feedback and support your right to make a complaint. If you give us feedback – negative or positive – we will consider the points you raise. If you make a complaint, we will acknowledge the complaint within 3 business days. The targeted timeframe to resolve a complaint is 15 business days. A complaint resolver will contact you if more time or information is needed.
If you are not a tax or BAS agent, you follow a different process for complaints, compliments and feedback.
Talk to a tax officer or their manager
If you want to give feedback or complain about our decisions, services or actions, we recommend you first discuss the situation with the:
- tax officer you have been dealing with
- officer's manager if you are not satisfied.
If you are still not satisfied, you can lodge a complaint online or by phone. We treat feedback and complaints seriously and aim to resolve complaints as quickly as possible.
You can go to:
- Online services for agents to complain by lodging a Tax practitioner complaints online form by going to Reports and forms, selecting Forms, then selecting Tax Practitioner complaint.
- Our compliments and feedback page to provide general feedback about our decisions, services or actions.
For feedback or to make a complaint, you can phone us on 13 72 86.
If you make a complaint, we will investigate. And, if you're not satisfied, you may contact the Inspector-General of Taxation and Taxation OmbudsmanExternal Link (IGOT) at any time to raise your concerns.
If you have a complaint about privacy or confidentiality and you are not satisfied after lodging a formal complaint, you can contact the Office of the Australian Information CommissionerExternal Link.As a tax or BAS agent, you can give feedback or make a complaint. We have a few options available.