Response to Tax Ombudsman report on the ATO’s registered tax agent phone line review

Responding to the Tax Ombudsman’s report on the ATO’s registered tax agent phone line review, CPA Australia’s Tax Lead Jenny Wong, said:

“The findings in the report confirm what our members have been telling us for some time – the ATO’s phone line and digital support channels are not meeting the needs of the tax profession.

“Registered agents play an essential role in maintaining the integrity of Australia’s tax system. They help taxpayers meet their obligations and pay their debts on time. When agents cannot access timely and accurate support from the ATO, the efficiency and effectiveness of the entire tax system suffers.

“The Tax Ombudsman’s review highlights a significant mismatch between agents’ expectations and the ATO’s current service model. In particular, it found that:

• Many calls are answered by relatively inexperienced or contracted staff with limited tax knowledge.
• The ATO’s online and practice mail systems are not fit for purpose, driving unnecessary call volumes; and
• Agents feel their contribution to the tax system is undervalued and their feedback is not meaningfully acted upon.

“These findings closely align with CPA Australia’s submission to the review, which raised concerns about long wait times, inconsistent advice, call disconnections, and inadequate support for client-agent linking.

“We strongly support the Tax Ombudsman’s recommendations for the ATO to:

• Publicly recognise the essential role of registered agents in the tax and superannuation systems;
• Co-design service improvements with the profession;
• Develop a dedicated service model with experienced ATO staff to handle agent calls; and
• Enhance online tools and transparency to reduce the need for phone contact.

“CPA Australia is disappointed that the ATO has rejected the Tax Ombudsman’s recommendation to ensure registered agent phone calls are routed to experienced staff. 

“While we support the ATO’s focus on improving digital services, there will always be circumstances where a digital pathway is not suitable. Tax agents need access to an efficient and knowledgeable phone service when complex or sensitive issues arise. 

“A system that connects agents to the right expertise at the right time is essential to maintain trust, efficiency and confidence in the tax system.

“Improving the ATO’s engagement with agents will strengthen trust, reduce red tape, and improve tax compliance outcomes for the community. 

“We urge the ATO to work closely with stakeholders to improve its operations for tax agents, which should start by ensuring the Tax Ombudsman’s recommendations are implemented in full.”