Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

News : ATO Pleads ‘Wait a Few Weeks’ to Lodge Tax Return

#contactcenterworld, @ato_gov_au

Canberra, Australia, July 9, 2019 -- Australians are being urged to "wait a few weeks" before lodging their returns to give stressed-out tax office staff some breathing space amid an unprecedented tidal wave of phone calls.

Two major changes this tax time — the Morrison government’s just-legislated tax cuts and the introduction of Single Touch Payroll — have created a perfect storm for the ATO, which has been forced to bring on extra staff to cope with the unexpected call volumes.

As a result of the rollout of STP, many employees are not receiving a payment summary — previously known as a group certificate — for the first time this year. Instead they must register for myGov, and from there myATO, to access their information.

At the same time, a large number of taxpayers are calling the ATO to ask how much relief they can expect after the federal parliament passed personal income tax cuts last week.

"They are being overwhelmed with calls," said Australian Services Union tax branch secretary Jeff Lapidos. "They planned for an extra 28 per cent in call volumes but they underestimated substantially."

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

Mr Lapidos said the ATO had been bringing on casuals for extra shifts, offering permanent staff extra overtime and pulling staff off other duties to help answer phone calls, "and despite that some 50,000 calls have been blocked from getting through".

"People are calling back time and time again to get through and that’s making it worse. When they do get through to staff, people are complaining. The union is asking the public to please be patient and if possible hold off."

He said the staffing chaos could cause delays in processing tax returns. He added that the ASU had been warning the ATO about the confusion the STP changes would cause "for the last few months and all we got was ‘all under control, Jeff’".

"It’s definitely not," he said. "They’re taking measures to try and deal with this but they’re actually overwhelmed. They’ve said it’s an exponential increase. A senior person in the ATO told me, ‘We have never found ourselves in this situation, it is extraordinary.’"

The public sector union said the situation had not been helped by more than 6500 jobs having been cut from the ATO in the past few years.

"Members are telling us the calls they are able to answer start with complaints about wait times and people imploring for more staff to be hired," CPSU deputy national president Brooke Muscat-Bentley said in a statement.

She said the artificial staffing cap placed on the ATO was failing taxpayers. "A good government would lift the cap and hire more skilled staff in secure jobs, ensuring that calls get answered promptly and creating employment," she said.

In a statement on Monday, an ATO spokeswoman said, "We have seen a large number of people getting excited about tax time, and our call centre is managing a large number of calls. We are reallocating resources to manage a greater than anticipated number of calls.

"Our website has information that can help and assist taxpayers in getting their tax return right. This includes detailed guides that show the most common work-related expenses for a range of occupations.

"In the 2019-20 Federal Budget, the Government announced its intention to change and build on the Personal Income Tax Plan. These changes are now law.

"The ATO has implemented the necessary system changes so taxpayers that have already lodged their 2018-19 tax return will receive any increase to the low and middle income tax offset they are entitled to. Any tax refund will be deposited in the taxpayer’s nominated bank account.

"Refunds for returns already lodged are expected to start to issue towards the end of this week, which is in line with the normal processing of refunds for this time of year. Those who are yet to lodge their tax return will have any offset they are entitled to taken into account during the normal processing of their return.

"While there is no need to delay lodging because of the new legislation, we generally encourage taxpayers to wait a few weeks before lodging so that we can serve them better — so more of their employment income and information from third parties such as banks and private health insurers can be prefilled into tax returns — making lodging an easier process."

Since the start of the month the ATO says it has received more than 800,000 lodgments.

#contactcenterworld, @ato_gov_au

Posted by Veronica Silva Cusi, news correspondent

About Australian Tax Office:
Company LogoThe Australian Taxation Office (ATO) is an Australian Government statutory agency and the principal revenue collection body for the Australian Government. The ATO has responsibility for administering the Australian federal taxation system and superannuation legislation. Responsibility for the operations of the ATO are within the portfolio of the Treasurer of the Commonwealth of Australia.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Assisted Transfers

Read today's tip or listen to it on podcast.

Published: Wednesday, July 10, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automated Call Distributors

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =