The ATO has commenced its consultation for the post-implementation review of the new client agent linking process which allows clients to securely nominate an agent through ATO’s online services.

Many CAs have been raising concerns with CA ANZ about the ATO’s new client agent linking process. Accordingly, CA ANZ has compiled a list of members issues and provided feedback for consideration in response to the ATO ‘s post-implementation review.

Essentially the problems with client agent linking arise from:

• The complexity of the process and lack of clarity for clients
• Technical issues within the ATO system
• Insufficient ATO support

The ATO needs to simplify the process to make it more user-friendly and reduce the likelihood of errors, e.g. have the agent link and client approve. The client’s appointment of a tax agent should not involve pushing clients toward existing processes that are not necessary to appoint a tax agent.

The ATO needs to establish more effective and responsive support channels for clients and agents to resolve issues promptly. Tax agents need alternative avenues which do not involve calling the ATO. Furthermore, the ATO needs to have an alternative way to nominate an agent for clients that refuse to sign up for myGovID or are unable to.

Regarding ATO call centre support, the ATO needs to have a dedicated phone line which connects to dedicated ATO officers that are trained in answering all client agent linking queries.