The Australian Taxation Office (ATO) aims to be a leading tax and superannuation administration that contributes to the economic and social wellbeing of Australians.
However, the ATO realises that at times it may not meet the expectations of the community. In such situations, it supports the right of Australians to make complaints, and it commits to treating these complaints seriously.
How to lodge a complaint with the ATO
The first step is to contact the ATO and try to sort out the issue with a tax officer, or their manager if the issue is not resolved in the first instance. If you are still not satisfied, you may lodge a formal complaint.
Methods of lodging a complaint include calling 1800 199 010 or accessing the Complaints Form. If you are a tax agent, you can submit your complaint using the Tax practitioner complaints online form through Online services for agents. Other methods including mail and fax are outlined on the ATO website.
If you have previously lodged a complaint and you are not satisfied with the way it is being handled, or with the outcome, you may request that your complaint be escalated to a more senior officer.
How does the ATO handle complaints?
Once you’ve lodged a complaint, a tax officer (resolver) assigned to your complaint will aim to contact you within three business days. The resolver may need to speak to you to confirm your identity if they need to access and discuss your personal information. The resolver will aim to resolve your complaint within 15 business days.
You will have the opportunity to provide the resolver with additional information before the complaint is finalised. If you are not satisfied with the outcome, they will provide information about further rights of review, including approaching other agencies such as the Inspector-General of Taxation and Taxation Ombudsman (IGTO).
