Making a complaint – Taxation Ombudsman
Over the Christmas and New Year period, the IGTO office will be closed from Tuesday 24 December 2019 to Wednesday 1 January 2020.
We will re-open on Thursday 2 January 2020.
Due to the closure of our office, the ATO and the TPB over this period, complaints may not be progressed as quickly as would be the case outside of these times.
We can investigate your complaint about the Australian Taxation Office (ATO) or the Tax Practitioners Board (TPB). We have direct access to ATO officers, records and systems and can (for example):
- assist you with an extension of time to pay;
- review the ATO’s debt recovery action;
- investigate delays with processing tax returns;
- follow up on delays in responses;
- confirm whether the relevant information has been considered for your matter;
- better understand the actions and decisions taken by the ATO (or theTPB); and
- identify other options you may have and the agencies that can help you.
If you are unsure whether we can assist you, please contact us. Even if we can’t resolve your issue, we work cooperatively with other agencies and service providers and can help you identify who can best help you.
What we cannot do
- investigate how much tax you need to pay;
- provide you with advice about how to structure your tax affairs; and
- assist you with decisions made by other government agencies.
Even if we can’t resolve your issue, we work cooperatively with other agencies and service providers and can help you identify who can best help you.
Frequently asked questions
The IGTO can get involved to assist you to address a complaint at any stage during your dispute with the ATO or the TPB.
It is often better to first raise any concerns you have during the dispute with the officer you are dealing with or their manager at the ATO or the TPB. If this does not satisfactorily address your concerns, you may approach the complaints section of the ATO or the TPB.
Where these do not satisfactorily address your concerns, you can make a complaint with the IGTO. The IGTO may intervene to assist you to address any concerns that arise in the course of your dealings with the ATO or the TPB.
After you make a complaint, an adviser from the IGTO’s office will contact you within two (2) business days to discuss your complaint. If we require further information from you, we will ask you during that discussion.
If we can assist you without contacting the ATO or the TPB, we will do so. However, we may need to contact the ATO or the TPB to obtain more information regarding your complaint and to determine how we can best assist you. We will keep you updated regarding our progress.
If you do not hear from us, please contact 1300 44 88 29 Monday to Friday between 9am and 4pm Sydney time, and quote your complaint lodgement number with us and one of our advisers will be able to assist you.
The IGTO may assist you to address any concerns you may have in relation to the conduct of the ATO or the TPB when litigating matters.
However, the IGTO cannot provide you with legal advice in relation to litigation matters. You may wish to consider seeking independent legal advice if your matter is being litigated.
If you need information about your tax affairs, you should contact the ATO.
Alternatively, you may wish to consider seeking advice from a registered tax agent.
If you have more questions, visit the Frequently asked questions page.