.png)
Had an issue with ATO? Get a real response.
The ATO, or the Australian Taxation Office, is the government’s means for revenue collection, handling taxes, superannuation, government payments, and more. The ATO provides a few ways to lodge a complaint, but the quickest way to get your issue seen and resolved, is by lodging a complaint with the ATO Online Services website directly. Other ways you can submit a complaint include the ATO’s public complaints web form, via phone call (1800 199 010), through your own tax agent, or through written mail.
Common complaints typically reference delays in processing tax returns and refunds. Others report difficulties contacting the ATO, with long wait times and calls often being dropped out, as well as disputed tax debts, confusing correspondence, inconsistent and incorrect advice from staff, and technical difficulties with the online services on myGov or ATO Online.
When you’ve submitted your complaint, you should receive a reference number and be assigned to a dedicated complaints officer, who will be your main point of contact moving forward. The ATO will typically get into contact with you within the first 3 days of submitting your complaint, and should provide you with a resolution within 10 business days, although complex cases could take up to 28 days.
Once they’ve reviewed your case and come to a decision, they’ll offer you an outcome that could look like an apology or explanation. But if you aren’t happy with the outcome they give you, you are more than welcome to escalate the issue further to get the outcome you want. Which is also why it’s important to keep a detailed record of all information throughout this process, as it helps you get your case resolved sooner as well as providing you with a solid paper trail if you need to escalate the issue further. But if all else fails, you can navigate to Ajust to help you with any questions you have regarding filing a complaint with the ATO.
How to submit a complaint with ATO
You can submit a complaint to the Australian Taxation Office (ATO) using several official methods, depending on what is fastest and most convenient for you.
- ATO Online Services (fastest option)
- Log in to your myGov account linked to the ATO or ATO Online Services and select “Lodge a complaint” from the Help or Contact section. Submitting online automatically links your tax details and provides a complaint reference number immediately.
- ATO Complaints Web Form (no login required)
- If you cannot access online services, you can lodge a complaint using the ATO’s public complaints form. This allows you to submit your details, explain the issue, and receive confirmation electronically.
- Phone
- Call the ATO Complaints line on 1800 199 010, available Monday to Friday from 8:00am to 6:00pm (local time). This option is useful if your issue is urgent or you prefer speaking directly with a complaints officer.
- Through a tax or BAS agent
- If you use a registered tax agent or BAS agent, they can submit a complaint on your behalf using Online Services for Agents.
- Mail or Fax
- Complaints can be sent by post or fax, but these methods generally result in longer processing times.
Before lodging a formal complaint, the ATO recommends first attempting to resolve the issue with the relevant team. If that does not work, lodging a complaint will not result in penalties and is supported under the Taxpayers’ Charter.
After your complaint is submitted, the ATO follows a structured resolution process.
Next Steps:
- Your complaint is registered and assigned a dedicated complaints resolution officer who is usually independent from the original team involved.
- You receive a complaint reference number that can be used to track progress.
- The ATO aims to contact you within three business days, usually by phone, to confirm the issue and clarify the outcome you are seeking.
- The complaints officer investigates the matter by reviewing records and consulting relevant internal teams.
- Most complaints are resolved within 15 business days, although more complex cases may take up to 28 days.
- If additional time is required, the ATO should update you and provide a revised timeframe.
Once a decision is reached, the ATO will explain the outcome. If the complaint is upheld, this may include correcting errors, expediting delayed actions, remitting penalties or interest, or providing an apology and explanation. If the complaint is not upheld, the ATO will explain the reasons and outline any further options available.
Common complaints against ATO
Complaints to the ATO commonly relate to the following issues:
- Delays in processing tax returns, refunds, objections, or business registrations.
- Difficulty contacting the ATO, including long wait times or dropped calls.
- Disputed tax debts, incorrect assessments, penalties, or interest charges.
- Confusing or unclear correspondence that does not explain next steps.
- Inconsistent or incorrect advice from ATO staff.
- Technical issues with online services such as myGov or ATO Online.
ATO complaints submitted through Ajust
How other consumers ATO complaints got resolved
A small business owner reported being pursued for a substantial tax debt that should have been cleared following bankruptcy, and after escalation, the ATO acknowledged an administrative error and removed the debt entirely.
An individual taxpayer experienced a delayed tax refund for several months and lodged a complaint, which led to the ATO identifying a processing issue and releasing the refund shortly afterward.
A sole trader complained that audit penalties were excessive and that their circumstances were not properly considered, resulting in the ATO reducing the penalty after a senior review.
If you are dissatisfied with the outcome of your complaint, you can escalate the matter using the following steps:
- Request an internal escalation within the ATO by asking for a senior officer or complaints review team to reassess your case.
- Escalate the complaint to the Inspector-General of Taxation and Taxation Ombudsman (IGTO) if the issue remains unresolved or you believe you were treated unfairly.
- Lodge a formal objection and pursue review through the Administrative Appeals Tribunal if your concern relates to a tax decision rather than service or administration.
The Inspector-General of Taxation and Taxation Ombudsman (IGTO) independently reviews complaints about the ATO’s administration, service standards, and fairness after you have attempted to resolve the issue directly with the ATO.
Privacy-related complaints involving personal information may also be raised with the Office of the Australian Information Commissioner (OAIC) after contacting the ATO.
Consumer regulators such as the ACCC do not handle complaints about the ATO, as it is a government agency rather than a commercial service provider.
- Australian Taxation Office – Complaints, compliments and feedback
https://www.ato.gov.au/complaints - ATO Online Complaints Form
https://www.ato.gov.au/ato-forms/complaints-form - ATO Contact and Complaints Phone Line
https://www.ato.gov.au/contactus
Phone: 1800 199 010 - Inspector-General of Taxation & Taxation Ombudsman
https://www.taxombudsman.gov.au/lodge
Phone: 1300 448 829 - Taxpayers’ Charter
https://www.ato.gov.au/taxpayerscharter - Administrative Appeals Tribunal – Taxation
https://www.aat.gov.au/taxation
ATO Complaints FAQs
How do I lodge a formal complaint with the Australian Taxation Office (ATO)?`
To lodge a formal complaint with the Australian Taxation Office (ATO), you can use ATO Online Services via myGov, the ATO complaints web form, or call 1800 199 010. The fastest method is logging into myGov and selecting “Lodge a complaint,” which links your tax details and generates a reference number instantly. You can also submit the public complaints form without logging in, contact the ATO Complaints line Monday to Friday, or ask your registered tax or BAS agent to lodge it for you.
What happens after I submit an ATO complaint?
After you submit an ATO complaint, it is assigned to a dedicated complaints resolution officer who reviews your case independently. You will receive a complaint reference number, and the ATO aims to contact you within three business days to clarify your concerns and desired outcome. Most complaints are resolved within 15 business days, although complex matters can take up to 28 days. If upheld, the ATO may correct errors, remit penalties or interest, expedite delays, or provide a formal explanation.
What are the most common reasons people complain to the ATO?
Common complaints to the Australian Taxation Office involve delays, disputed tax debts, incorrect assessments, penalties, or poor service experiences. Many consumers report long wait times, confusing correspondence, inconsistent advice, or technical problems with myGov and ATO Online Services. Others raise concerns about delayed tax refunds, objections, or business registrations. If your issue has not been resolved by the relevant ATO team, lodging a formal complaint is supported under the Taxpayers’ Charter and will not result in penalties.
How do I escalate a complaint if I’m not satisfied with the ATO’s response?
If you are dissatisfied with the ATO’s complaint outcome, you can request an internal review or escalate to the Inspector-General of Taxation and Taxation Ombudsman (IGTO). You can ask for a senior officer or complaints review team within the ATO to reassess your case first. If concerns remain about fairness or administration, the IGTO can independently review the matter. For disputes about tax decisions, you may lodge a formal objection and seek review through the Administrative Appeals Tribunal.
You’ve done your part, now it’s time to hold ATO accountable.
Take the final step and submit a complaint that gets seen and responded to.