From www.accountantsdaily.com.au: Registered tax and BAS agents have expressed significant concerns about the inconsistent quality of service provided by the ATO’s phone line, as highlighted by Tax Ombudsman Ruth Owen.

Agents report receiving varying answers to the same queries and have noted that ATO staff often lack the necessary technical expertise to address complex issues.

Professional bodies recommend improvements, such as enhanced training for ATO staff, the implementation of a dedicated agent line for critical queries, and better online support functionality to reduce phone inquiries.