Chartered Accountants Australia and New Zealand (CA ANZ) welcomes the Tax Ombudsman’s recommendations to improve the Australian Taxation Office’s (ATO) Registered Agent Phone Line (RAPL), following concerns raised by tax professionals about the quality of the service.
“CA ANZ members using the ATO’s agent phone line have reported long wait times, difficulty accessing appropriately skilled ATO officers, and inconsistent or even incorrect advice,” said Susan Franks, CA ANZ Tax, Superannuation and Financial Services Leader.
“These are significant issues that impact the efficiency of Australia’s tax system and leave our members feeling frustrated and undervalued.”
The Tax Ombudsman’s review revealed that 85 per cent of calls are answered by contractors, of which around half have less than a year’s experience.
“The Tax Ombudsman’s review confirms our members’ concerns: most calls are handled by inexperienced contractors. Worryingly, the only real difference between the agent phone line and the public line is how quickly calls are answered, not the quality of support provided,” said Ms Franks.
In recognition of the important role that tax agents perform in ensuring that the tax system operates effectively and efficiently, the Tax Ombudsman recommended that the ATO:
- Staff the tax agent phone line with more experienced staff,
- Review Online Services for Agents (OSfA) for functionality gaps and
- Make transparent key internal decision-making tools
“The recommendations from the Tax Ombudsman are welcomed. It’s time for the ATO to invest in the expertise of its staff, its digital delivery processes and the transparency of its processes. Tax agents and their clients deserve nothing less,” said Ms Franks.
“CA ANZ has long advocated for enhancements to OSfA, as its 24/7 availability makes it the preferred channel for our members. We support the Tax Ombudsman’s recommendation for a review of OSfA’s functionality gaps, which are currently driving unnecessary calls to the ATO.”
CA ANZ also welcomes the ATO’s commitment to publish decision-making documents for high-priority areas, and calls for the ATO to accelerate its work on making transparent the ATO criteria for payment plans, interest charge remission, and other tax debt management areas.
“Our members want to resolve issues without needing to call the ATO. Improved guidance around ATO procedures and better digital functionality will boost productivity for both tax agents and the ATO, ensuring cost-effective services for taxpayers.
“Government systems should be as efficient as private ones. Tax agents and taxpayers expect to track tax matters like parcels, verify identity securely, and book appointments online. OSfA requires significant investment in technology to provide this basic functionality,” said Ms Franks.
While disappointed the ATO did not agree to staff the RAPL with more experienced agents, CA ANZ is pleased with the commitment for directing calls to more highly trained ATO staff in dedicated high-impact areas such as tax debt management and improvements to OSfA.
“We look forward to working with the Tax Ombudsman and the ATO to ensure these recommendations are implemented swiftly and effectively. Our members are committed to excellence, and we expect the same from the systems that support them,” said Ms Franks.
ENDS
About Chartered Accountants Australia and New Zealand
Chartered Accountants Australia and New Zealand represents more than 140,000 financial professionals, supporting them to make a difference to the businesses, organisations and communities in which they work and live. Chartered Accountants are known as Difference Makers. The depth and breadth of their expertise helps them to see the big picture and chart the best course of action.
www.charteredaccountantsanz.com
For more information contact:
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AUSTRALIA Gillian Bowen, Public Affairs Lead Australia M +61 411 485 421
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