New ATO digital systems review welcome, improvements long overdue, says CPA Australia

CPA Australia has welcomed a new review into the Australian Taxation Office’s (ATO) Online Services for Agents (OSfA) and its secure messaging system, Practice Mail, saying meaningful improvements are long overdue for a platform central to Australia’s tax system.

Registered tax and BAS agents assist millions of individuals and businesses to meet their tax and superannuation obligations each year. To do this effectively, agents rely heavily on digital services to access information, complete transactions and communicate securely with the ATO.

Jenny Wong, Tax Lead at CPA Australia, said when ATO digital systems work well they benefit everyone – agents, taxpayers and the ATO itself – but when they fall short, inefficiencies quickly multiply across the system.

“Digital by default only works when the digital tools are genuinely fit for purpose,” Ms Wong said.

“When Online Services for Agents or Practice Mail is slow, unreliable or missing key functionality, the burden inevitably shifts back onto agents. That means more phone calls, more manual workarounds, and more follow ups – all of which drive up time, cost and frustration.”

Concerns around the usability and reliability of ATO digital services were highlighted in a recent review of the registered agent phone line by the Inspector General of Taxation and Taxation Ombudsman, which found agents often had no option but to call because essential functions were unavailable or difficult to access online.

Ms Wong said feedback from the profession also indicates that Practice Mail – currently the only secure messaging channel available to agents – can be slow and unreliable, undermining effective two way communication with the ATO.

“Agents consistently tell us they want to self serve wherever possible,” Ms Wong said. “But self service only works when systems are reliable, responsive and designed around real-world agent workflows.”

The Tax Ombudsman’s new review will examine how OSfA and Practice Mail can be improved to better support the agent community, including identifying priority enhancements that reduce the need for phone and paper-based correspondence and improve system performance.

Ms Wong said the review is both timely and welcome.

“This is an overdue examination of systems that sit at the heart of tax administration in Australia,” she said. “Systemic inefficiencies in ATO digital services don’t just inconvenience agents – they compound compliance costs for small businesses and undermine confidence in the system.”

CPA Australia said any improvements must be developed in close consultation with the profession.

“Digital channels must be designed with agent workflows in mind,” Ms Wong said. “System changes should be co-designed with the profession, not imposed after the fact.”

“The ATO must also avoid shifting administrative burden onto agents through poorly functioning systems. Doing so weakens the entire compliance ecosystem.”

CPA Australia is encouraging members and tax practitioners to contribute their experiences to the review, including practical examples and case studies that demonstrate where systems are falling short and how they could be improved.

“This review is an opportunity to deliver real, practical change,” Ms Wong said. “Agent feedback is essential to ensure the outcomes genuinely improve efficiency and support voluntary compliance.”
Submissions to the review close on 10 April 2026, with the final report expected in August 2026.

Media contact

Adrienne Biscontin
External Affairs Lead
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