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Edited by:
Ajust Content Team
Last updated:
February 13, 2026
AI-sourced. Human-edited. Something out of date? Let us know.

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.

The main ways to lodge a complaint are:

  • 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.

What happens after you submit a complaint to ATO?

After your complaint is submitted, the ATO follows a structured resolution process.

What typically happens next:

  • 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.

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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.

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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.

How to escalate a complaint with ATO

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.

Regulatory & Ombudsman Information for ATO

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.

Official ATO Complaint Resources & Links

ATO
Complaints FAQs

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ATO
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