What types of complaints can you make?
You can complain about how the ATO or TPB handled your tax or super matter.
The IGTO does not change tax law or amounts owed, but it can review the fairness and process of decisions.
Complaints include:
- Unreasonable delays or inaction: Long waits without updates.
- Privacy concerns: Mishandling or wrongly sharing your personal information.
- Poor communication: Confusing notices, no clear explanations, or conflicting answers.
- Administrative errors or mistakes: Lost paperwork, wrong details, or misapplied payments.
- Unfair or unreasonable processes or decisions: Ignoring evidence, harsh penalties, or unfair treatment.
- Overly harsh debt collection: Aggressive action without considering hardship or offering reasonable payment options.
- Registration or account detail issues: Delays or errors with Tax File Number (TFN), Australian Business Number (ABN),or personal details.
- Difficulty accessing services: Technical failures, long wait times, or lack of accessible options.
- Inappropriate staff conduct: Rude, unprofessional, or disrespectful behaviour.
- Tax Practitioners Board service issues: Delays or poor handling of complaints about tax/BAS agents.
- Compensation complaints: Dissatisfaction with how the ATO/TPB handled requests under the Compensation for Detriment caused by Defective Administration (CDDA) scheme.
Jurisdiction:
IGTO takes complaints about decisions made by the ATO and TPB in Australia.
Time Limits:
There are no strict deadlines for complaints, but the IGTO may decline if the issue is more than 12 months old without good reason. It is best to lodge complaints as soon as possible.
IGTO will not deal with complaints about:
- How much tax you owe or the tax law itself.
- Matters already before or decided by a court or tribunal.
- Issues not first raised with the ATO and TPB.
- Other agencies (e.g. Centrelink, Services Australia).
- Conduct by private or individual tax agents or financial advisers.
- State or territory taxes (e.g. land tax, payroll tax).
- Overseas tax issues.
- Employment disputes inside the ATO and TPB.
Who can you make a complaint against?
You can make a complaint against:
- ATO: How it handled your tax or super case.
- TPB: How it handled your registration or complaint about a tax or BAS agent.
Are you eligible to make a complaint?
Who can make a complaint?
Anyone can make a complaint.
Before you lodge your complaint:
Before you reach out to IGTO, you must first try resolving the issue with the ATO or TPB. IGTO will verify whether you have done this before reviewing your complaint.
Can you complain on behalf of someone?
Yes, you can complain on behalf of someone else, with their consent/authority.
Additional Information:
IGTO’s services are free, you do not need a lawyer, but you may seek legal advice.
What can this body do to help?
The IGTO can:
- Confirm if the ATO or TPB acted fairly.
- Recommend changes to unfair or poorly handled decisions.
- Prompt the ATO or TPB to re-examine a case.
- Seek clearer explanations.
- Recommend apologies or policy and system changes.
- Ask the ATO or TPB to look into previous rejected compensation claims for poor handling of your case (CDDA claims).
The IGTO cannot force decisions to change or alter tax law.
How to prepare your complaint:
Personal details:
Provide details about your full name, email address, phone number, date of birth, ABN, and address.
Respondent details:
Provide the name of the ATO or TPB that made the decision.:
Relevant facts:
Provide details about the decision or action that you are complaining about, who it was made by, when it happened, why it was unfair, and attach supporting documents.
Lodging your complaint and next steps:
Where to lodge:
Receipt and acknowledgement:
You will receive an email acknowledgement once the complaint is lodged.
Assessment and investigation:
- IGTO may take up to nine months to assign a case officer.
- Urgent or serious complaints are prioritised.
More information:
Refer to the factsheet provided below for more information.
What types of complaints can you make?
The NSW Ombudsman can act on complaints about the conduct of NSW public authorities and community service providers, including conduct that occurs in other states.
Some common complaints include:
- A Public Authority hasn’t been fair and reasonable with you
- You haven't been provided with sufficient information to understand a decision
- A public authority hasn't replied to you without a good reason
- The policies and procedures of a public authority were not fair and reasonable, or they weren't followed without a good reason
- A public authority hasn't performed their work promptly and without unnecessary delay
- Your complaint wasn't handled according to the authority’s complaint handling policies and procedures
The NSW Ombudsman cannot investigate complaints about:
- the conduct of NSW government ministers, courts, police, the Law Enforcement Conduct Commission, ICAC, or the Office of the Legal Services Commissioner;
- local councils if there's a right of appeal or review;
- the Judicial Commission;
- decisions on accessing government information.
If the NSW Ombudsman does not have the jurisdiction to, or decides not to investigate your complaint, you will be told the reasons for that decision.
Example
Joan was issued with a speeding fine. The speed camera showed a car with Victorian license plates but Joan’s car is registered in NSW. She explained this when she applied for a, internal review of the fine but was told it didn’t matter, she still had to pay.
Who can you make a complaint against?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
Are you eligible to make a complaint?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
What outcomes are available?
- Warm/Direct Referral: The Ombudsman can guide you to the right place if they cannot help directly.
- Resolution: They can work with you and the other party to resolve the issue
- Comments: The Ombudsman can provide feedback and suggestions to improve services.
- Mediation or conciliation: They can facilitate a discussion between both sides to help reach a mutual agreement.
- Investigation, Reports, and Recommendations: The Ombudsman can investigate your complaint, write a report on their findings, and recommend actions to fix the problem.
What should your complaint include?
You can make a complaint to the NSW Ombudsman either in writing or verbally.
Free interpreter or translator services are available.
If you provide personal information, include:
- First and last name
- Age
- Contact number
- Email and postal address
When describing your complaint, include:
- The name of the public authority or community service provider.
- Details about what the complaint is about, including what happened and when.
- The outcome after you complained to the authority or provider.
- What resolution you seek.
Provide as much detail and supporting documents as possible. Do not make false or misleading statements, as this may be an offence.
Lodging your complaint and next steps
You can lodge a complaint with the NSW Ombudsman:
- Online via the form: Make a complaint online - NSW Ombudsman
- Email: info@ombo.nsw.gov.au
- Post: Level 24/580 George Street, Sydney 2000
- Telephone: 1800 451 524, Monday to Friday, 9am - 4pm
- In person: Level 24/580 George Street, Sydney 2000, Monday to Friday between 9am-12pm or 1pm-4pm.
What to Expect After Lodging Your Complaint:
- Written Complaints: You will receive an acknowledgment with a case reference number within 10 working days.
- Phone or In-Person Complaints: You will receive immediate acknowledgment.
Possible Outcomes:
- If no action is needed, you will be informed with the reasons.
- If action is taken, the Ombudsman officer will contact the relevant authority and keep you informed of the outcome.
Most complaints are resolved within 30 days, but complex cases may take longer.
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