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One in four complaints received by the Taxation Ombudsman in the 2018-19 financial year related to ATO’s debt collection techniques, a recent report revealed.
The most common issues raised in complaint cases to the Inspector-General of Taxation and Taxation Ombudsman (IGTO) during the FY19 concerned the ATO’s debt collection action, the IGTO’s annual report revealed.
Complaints about delays in making payments to taxpayers, such as tax returns and remitting superannuation amounts to superannuation funds followed, making up 14 per cent of all complaints raised to IGTO.
Processing delays with lodgements and difficulties such as the application of credits to taxpayer debts led to 12 per cent of complaints, while audit and review activities, and the ATO’s communications, including the conduct of the ATO contact centre staff, attracted 7 per cent of complaints each.
Earlier this month, the IGTO Karen Payne announced that debt collection will be the focus of one of her first reviews on the job.
“Without giving anything away, the area of debt collection is one area that I am very interested to go back and revisit as one of my first reviews,” Ms Payne said.
The IGTO is yet to develop and issue a work program for FY20, however, as part of that process it noted it will consider topics previously suggested, as well as themes emerging in complaints data and feedback from its stakeholders.
These previously announced but not commenced review topics include influencing willing participation in the tax and superannuation systems; ATO advice and guidance; fraud or evasion opinions; and research and development.
The IGTO pointed out that while the conduct of each review is bespoke depending on the topic, it generally involves a consideration of submissions made by stakeholders as well as investigation of ATO or TPB systems by directly accessing those systems.
“The review process requires detailed research and analysis, including international comparisons with comparable jurisdictions, to identify best practice for areas requiring improvement and to develop the necessary recommendations,” the IGTO said.