CA ANZ regularly receives complaints from members about ATO letters and written communication, particularly in relation to letters about pay-as-you-go instalments (PAYGI) and Division 293.

In this submission to the Tax Ombudsman, CA ANZ makes a number of suggestions to ensure ATO letters and written communication are well designed and effective, including;

• for the ATO to have a process that co-design letters with practitioners, and
• for the ATO to ensure the appropriateness of the data that is being relied upon when using third party data matching to produce a mass mailout regarding a particular issue.

The submission also states that “simple laws allow simple communication”, and so consideration of the amount and frequency of communication required in certain areas (like superannuation) would help taxpayers and their agents understand their obligations and responsibilities.