Critics reveal ATO blocking taxpayer calls—are your calls being ignored?
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Imagine dialling the Australian Tax Office (ATO) for some much-needed tax guidance, only to be met with an automated message saying they're too busy to take your call.
This isn't just an occasional inconvenience; it's a systemic issue affecting one in four callers.
That's right, a staggering 25 per cent of calls to the ATO are being blocked outright.
This measure might help the ATO boast lower average wait times, but it's leaving taxpayers out in the cold.
The automated message, played over a million times this financial year, told callers that due to peak demand, the ATO could not take their call.
However, the ATO has admitted that these blocked calls aren't included in the average wait time statistics they release.
The ATO claimed that call blocking is used sparingly and intermittently to keep client wait times at acceptable levels.
However, critics argued that this approach fails the 'pub test'—a term referring to a standard for judging policies, proposals and decisions.
For individuals and small businesses trying to navigate the complexities of tax obligations, being unable to reach the ATO can have real financial consequences.
Gerard Brody from the Consumers' Federation of Australia said, ‘To not be able to get through on the phone is not only frustrating but it could cost people money.’
‘I don't think that kind of customer service would be acceptable for any corporate or any small business for that matter,’ Luke Achterstraat from the Council of Small Business Organisations Australia added.
The ATO isn't alone in this practice.
Services Australia, the agency that oversees Centrelink, has also been criticised for its high rates of call blocking, with one in six callers unable to get past a recorded message.
It’s reported that the average wait time for a call to be answered has soared to over 30 minutes in July and August last year, with some customers claiming they’ve waited much longer.
The data also showed that approximately 7,444,939 calls to the agency received a congestion message in the year to the end of December.
Aside from call blocking, ATO also came under scrutiny when it denied debt relief to a taxpayer facing serious financial hardship and the imminent threat of homelessness.
The agency’s actions—or lack thereof—have been criticised by the tax ombudsman, pointing out its failure to exercise its powers when dealing with vulnerable taxpayers. You can read more about the story here.
Members, have you experienced your call being blocked by the ATO or other government agencies? Let us know in the comments below.
This isn't just an occasional inconvenience; it's a systemic issue affecting one in four callers.
That's right, a staggering 25 per cent of calls to the ATO are being blocked outright.
This measure might help the ATO boast lower average wait times, but it's leaving taxpayers out in the cold.
The automated message, played over a million times this financial year, told callers that due to peak demand, the ATO could not take their call.
However, the ATO has admitted that these blocked calls aren't included in the average wait time statistics they release.
One in four phone calls are being blocked by ATO. Credit: Shutterstock
The ATO claimed that call blocking is used sparingly and intermittently to keep client wait times at acceptable levels.
However, critics argued that this approach fails the 'pub test'—a term referring to a standard for judging policies, proposals and decisions.
For individuals and small businesses trying to navigate the complexities of tax obligations, being unable to reach the ATO can have real financial consequences.
Gerard Brody from the Consumers' Federation of Australia said, ‘To not be able to get through on the phone is not only frustrating but it could cost people money.’
‘I don't think that kind of customer service would be acceptable for any corporate or any small business for that matter,’ Luke Achterstraat from the Council of Small Business Organisations Australia added.
The ATO isn't alone in this practice.
Services Australia, the agency that oversees Centrelink, has also been criticised for its high rates of call blocking, with one in six callers unable to get past a recorded message.
It’s reported that the average wait time for a call to be answered has soared to over 30 minutes in July and August last year, with some customers claiming they’ve waited much longer.
The data also showed that approximately 7,444,939 calls to the agency received a congestion message in the year to the end of December.
Aside from call blocking, ATO also came under scrutiny when it denied debt relief to a taxpayer facing serious financial hardship and the imminent threat of homelessness.
The agency’s actions—or lack thereof—have been criticised by the tax ombudsman, pointing out its failure to exercise its powers when dealing with vulnerable taxpayers. You can read more about the story here.
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