When you contact us
Special COVID-19 Arrangements
We are responding appropriately to the COVID-19 pandemic, including social distancing, quarantining and self-isolation.
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.
You can also leave us a voicemail message to request a call back by calling us on 1300 IGT TAX (1300 44 88 29).
Please note that it has been necessary to introduce a triage system due to a high demand for our services. Accordingly, 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 and accordingly an online complaint is the most effective means to notify us of your circumstances.
To ensure that all Australian taxpayers who use our complaints service are treated fairly and equitably, we are currently placing all complaints in a queue to allocate on a ‘first in, first out’ basis, unless there are exceptional circumstances. This could result in significant delays before we can commence your investigation. We will contact you to advise if you have been placed in the queue (and your position in the queue) as it may be several months before your complaint is allocated to an IGTO Investigation Officer for investigation.
As always, we encourage you to continue to try to resolve your complaint directly with the ATO or TPB. We will be in contact as soon as we can.
If there are exceptional circumstances, we aim to contact you within 10 business days of receiving your complaint to confirm our understanding of your concerns.
Additional delays may be experienced if further actions to manage COVID-19 risks are required. Thank you for your co-operation and understanding.
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.