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  • Complex issue resolution service

    Our complex issue resolution service is available to resolve complex issues you've been unable to resolve online or by phone.

    The service is available to all registered agents, legal practitioners and other intermediaries who represent clients in a professional capacity. The service operates on the understanding that, if we need to discuss client-specific details, we can talk to you as the client's authorised representative.

    Issues we can help with

    You can use this service for complex administrative issues or tax technical interpretation queries you have been unable to resolve with us online or by phone.

    Issues we can help you with include:

    • administrative issues that are unusual and cannot be resolved by our standard processes
    • complex tax technical issues, for example, where there is an interaction between taxes or a variety of concessions/considerations within a tax.

    We can also provide:

    • general advice about new or changed legislation
    • general help with legal interpretation – where a decision is required around our view.

    Note: Responses to technical queries are for general guidance only and are not legally binding. If you require binding technical advice, you can seek a ruling. Refer to ATO advice and guidance.

    This service should not be used to lodge complaints. If you wish to lodge a complaint, refer to Complaints.

    Get it done

    You can submit your query online using the Complex issue resolution form.

    Complex issue resolution form (PDF 634KB)

    If you experience difficulty using the form, send your query to Tax Practitioner Assistance@ato.gov.au with the following information:

    • your registered agent number (RAN) or Australian business number (ABN)
    • your contact details
    • full details of the issue
    • steps you've taken to resolve the issue, including reading information on ato.gov.au or the ATO legal database
    • details of the interactions you've already had with the ATO online or via phone or mail.

    Providing these details will help us to respond more quickly to your request.

    How we resolve your issue

    We will acknowledge your enquiry within one working day. We aim to resolve your tax technical issues within five working days. However, administrative issues and complex tax technical queries may take longer to resolve. If this occurs, we will keep you informed of progress.

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    Last modified: 10 Oct 2019QC 43922