How to lodge your complaint with us
How to lodge your complaint with us
Lodge your complaint online
We strongly encourage you to lodge your complaint online – especially if your matter is urgent. Online complaints are the quickest way to raise your concerns with the IGTO and you will receive an immediate confirmation that we have received your complaint.
We have introduced a triage system due to a high demand for our services. We are reviewing and prioritising taxation complaints which demonstrate urgent circumstances. Prioritisation will be assessed based on the information you can provide for us in your initial complaint.
We will generally only investigate a dispute if you were not able to resolve it after lodging a formal complaint with the ATO or TPB in the first instance.
If you have lodged a formal complaint with the ATO, you would have received an ATO Complaint Reference Number.
The format of the ATO's complaint reference is 1-XXXXXXXXXXX. If you do not possess such a reference number, please lodge your complaint directly with the ATO.
If there is no record of your formal complaint on the ATO’s systems, we will transfer your complaint to the ATO for resolution.
When you contact us
Please have the following ready:
- your complaint reference number from the Australian Taxation Office (ATO) or Tax Practitioners Board (TPB);
- your Tax File Number (TFN);
- your personal details (for example – your name and contact details);
- an explanation of which ATO or TPB actions have caused you concern and how those actions have impacted you;
- the main facts, relevant dates and any supporting documents;
- where you are at now – the result to date; and
- the outcome you want from your complaint.
If you are lodging this complaint on behalf of another person, we will need to confirm that you are authorised by that other person to discuss their affairs. We have prepared a standard authorisation form which may be accessed through the Complaint Form. You don’t need to be a registered tax agent to be a representative – provided you are authorised by that other person to assist them.
Service and Conduct Expectations
We expect our team to be professional, courteous and respectful at all times and we ask that taxpayers and tax professionals who engage with our office to afford them the same courtesy. Our Service and conduct expectations guidelines outline our service commitments and what we expect from you.
How to contact us
- This form must be completed in one sitting.
- All fields which are marked with a red asterisk (*) are mandatory.
- You should have on hand electronic copies of any relevant documents you may want to attach with your complaint.
- If you are lodging this complaint on behalf of another person, we will need to confirm that you are authorised by that other person to discuss their affairs. We have prepared a standard authorisation form which may be accessed through the Complaint Form.
- The form is located on a secured external website.
Please note that we are screening all online complaints to prioritise urgent complaints. Prioritisation will be assessed based on the information you provide in the complaint form.
If you are experiencing difficulties using the online form, you may contact us with the alternative methods below.
Lodging your complaint online is the quickest way to raise your concerns with us.
If you are unable to access the online webform, you may call us on 1300 44 88 29 (1300 IGT TAX) to leave us a voicemail message. Your complaint will be triaged based on the information you provide in your voicemail message.
Please note that you will not be able to speak directly with an Investigator unless you are calling about an existing complaint.
Send mail to:
Inspector-General of Taxation & Taxation Ombudsman
GPO Box 551
Sydney NSW 2001
Please note that we are screening all correspondence to prioritise urgent complaints. Prioritisation will be assessed based on the information you provide in your correspondence.
If you want to lodge a complaint in a language other than English, call the Translating and Interpreting Service (TIS) on 131 450 and ask them to leave a voicemail message for us on 1300 44 88 29 to arrange a time and date for a phone call.
We have information in languages other than English which may help you understand the services we provide.
If you are hearing, sight or speech impaired, please call the National Relay Service on 133 677 and ask them to leave a voicemail message for us on 1300 44 88 29 to arrange a time and date for a phone call.
Please have the following ready:
- your complaint reference number from the Australian Taxation Office (ATO) or Tax Practitioners Board (TPB);
- your Tax File Number (TFN);
- your personal details (for example – your name and contact details);
- an explanation of which ATO or TPB actions have caused you concern and how those actions have impacted you;
- the main facts, relevant dates and any supporting documents;
- where you are at now – the result to date; and
- the outcome you want from your complaint.
If you are lodging this complaint on behalf of another person, we will need to confirm that you are authorised by that other person to discuss their affairs. We have prepared a standard authorisation form which may be accessed through the Complaint Form. You don’t need to be a registered tax agent to be a representative – provided you are authorised by that other person to assist them.
Service and Conduct Expectations
We expect our team to be professional, courteous and respectful at all times and we ask that taxpayers and tax professionals who engage with our office to afford them the same courtesy. Our Service and conduct expectations guidelines outline our service commitments and what we expect from you.