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An Investigation into the effectiveness of ATO communications of taxpayers’ rights to complain, review and appeal
The purpose of this Inspector-General of Taxation and Taxation Ombudsman (IGTO) investigation is to confirm how effectively (clearly and completely) the Australian Taxation Office (ATO) communicates appropriate information to taxpayers and their representatives on the taxpayers’ rights to review, complain and appeal decisions made and actions taken by the ATO.
The review will involve an investigation of (a selection of) written communications of ATO decisions made – for clear communication of the taxpayers’ rights to review, complain and appeal these decisions. The communication of taxpayers’ rights is an important feature of procedural fairness and is consistent with the Taxpayers’ Charter. These rights and the community’s awareness of them is important for maintaining confidence in the fairness of the tax administration system.
The IGTO welcomes submissions and comments on how to improve communication and awareness of taxpayers’ rights of review.
Between August and September 2020, the IGTO engaged Orima Research Pty Ltd to conduct a voluntary and independent survey to gauge taxpayers’ and tax professionals’ views on the effectiveness of ATO communications on taxpayers’ right to review, complain and appeal decisions.
The survey comprised 10 questions (of which 3 sought demographic information from respondents). A list of the questions is available for download.
A total of 69 respondents participated. Some respondents chose not to answer certain questions.
A slide deck of the survey results is available for download.