Owen said she could not believe
the experiences tax agents were having with the ATO daily and that
change was desperately needed.
“I have been overwhelmed by the strong feedback
from tax agents in this review. Agents are reporting an increasingly
poor experience with the ATO’s agent phone line over the last two years,
citing inconsistent advice and a lack of suitably skilled staff. This
is contributing to a general feeling of not being valued by the ATO,”
she said.
“It’s time for the ATO to recognise that, publicly.
Evidence from prior reviews suggests that agents’ engagement with their
clients drives up tax compliance and contributes to the ATO’s goals of
increasing voluntary compliance and closing the tax gap.”
According to the review, a mismatch of
expectations between what agents expected of the ATO’s phone line and
the service the ATO was offering had led to increased frustration for
both parties.
A point of contention highlighted by Owen was
the fact that there was no dedicated team in charge of servicing the
registered agent phone line when agents assumed they were speaking with a
specialist team.
Owen said it was often that most agents’ calls were
directed to contracted call centre officers, with half of them having
less than 12 months' experience with the ATO and having very little
technical tax training – meaning they shouldn’t be expected to answer
complex or overly technical calls.
It was added that the ATO provided a faster
service to agents, but they expected a more specialised, tailored
service designed to meet their needs.
“The call centre service works for general calls
from taxpayers, but agents are more likely to have more technical or
complex questions to resolve,” Owen said.
Though the phone line was outlined to be a
significant problem, Owen said this was only part of the picture when it
came to ATO support for the agent community.
“The agent phone line cannot be looked at in
isolation. Agents usually call the ATO because they cannot do what they
need to do online. As most agents said to me, ‘I don’t want to spend my
time calling the ATO. If I could do it online, I would’,” she said.
It was noted by Owen that of the 14 recommendations proposed to the ATO, all but one were agreed to.
The one recommendation rejected by the ATO was
the idea of routing agents’ calls to more experienced or skilled staff
and formally responded with:
“...we consider that within our operating
environment, rather than creating a dedicated team to support agent
calls, our focus should remain on investment in our digital channels for
registered agents, training and escalation pathways, and creating more
dedicated and skilled teams for those more complex areas – such as our
current work underway on taxpayer relief, including interest
remissions.”
Off the back of this response from the ATO, Owen
said she was “disappointed” the ATO had not accepted that the service
it provided to tax agents by phone was not meeting agents’ needs and
needed to change.
“However, I am pleased to see the ATO’s
commitment to improving its digital services for agents, to working more
collaboratively with agents and to measuring agent satisfaction,” she
said.
“Maybe by understanding agents’ needs better, the ATO may identify how its service can improve and implement further solutions.”
“And we will continue to work alongside the ATO
to look at further opportunities for improvement, including undertaking a
more in-depth review of the ATO’s online service for agents in the new
year.”
Despite the review now having been completed,
the Ombudsman said it was important to note that the issues were not new
ones as the Australian National Audit Office had highlighted the same
in 2022.
The Australian Public Service Commission
Capability Review of the ATO in 2025 also highlighted the same issues,
as it noted the ATO’s relationship with tax intermediaries had eroded.
Owen said it was time for the ATO to listen to the tax community and work with them.
“This isn’t about asking for better services for
agents – it’s about recognising that tax professionals require a
different kind of service, one that’s tailored to meet their distinct
needs, and recognising the important role they play in serving taxpayers
and the whole community.”