Need to contact

ATO

and make sure they reply?

The Australian Taxation Office (ATO) provides customer support to help individuals and businesses manage tax and superannuation obligations with confidence. Support is delivered through phone helplines, online self-service via myGov, limited live chat, and specialist forums, designed to handle millions of enquiries each year.

For most people, the fastest option is using ATO Online Services through myGov, where you can lodge returns, check refund progress, update details, and manage payments anytime. Phone support is available for more complex questions, with dedicated lines for individuals, businesses, superannuation, and payment plans. The ATO also maintains an official community forum for non-urgent questions and publishes extensive plain-English guidance to reduce the need to call.

Overall, the ATO aims to be approachable and informative. While wait times can increase during peak tax periods, many taxpayers report that once connected, ATO staff provide clear explanations and practical next steps.

Common issues people report when dealing with the ATO include:

• Long phone wait times during peak periods
  Call volumes surge around end-of-financial-year and tax-time deadlines, making it harder to get through (especially in July and early August).
• Delayed tax refunds or processing reviews
  Most electronic returns are processed quickly, but some are flagged for manual checks, leading to longer waits and limited status updates.
• Confusing notices and technical language
  Some letters can feel formal or unclear, causing anxiety about what action is required until clarified by phone or online guidance.
• Online access and myGov linking issues
  Verification problems, temporary outages, or system maintenance can interrupt online lodgment or account access at critical times.
• Payment difficulties and debt concerns
  Taxpayers who can’t pay by the due date may worry about penalties or recovery action. Those who contact the ATO early generally find payment plans are available, but uncertainty causes stress.
• Being transferred between teams for complex matters
  Issues spanning personal tax, business tax, and super can involve multiple specialists, which may feel repetitive even if it leads to a correct outcome.

1) Use online self-service first (often fastest)

• Visit the ATO website for guides, calculators, and answers to common questions.
• Log in via myGov to access ATO Online Services to lodge returns, check progress, update details, or manage payments.

2) Call the right phone line

Choosing the correct line reduces transfers and wait times.

• Individuals: 13 28 61 – personal tax, refunds, TFN help, notices
• Businesses: 13 28 66 – ABN, GST, BAS, PAYG
• Debt & payment plans: 13 11 42 – arranging repayments or extensions
• Superannuation: 13 10 20 – super guarantee, SMSFs, lost super

Hours: Typically Monday–Friday, 8:00am–6:00pm local time, with extended hours and limited Saturday support during peak tax time.

3) Live chat (limited availability)

Live chat may be available within myTax during tax season for navigation and general guidance.

4) ATO Community forum

For non-urgent or general questions, the moderated ATO Community forum can provide answers without waiting on hold.

5) Calling from overseas

If you’re outside Australia, use the international switchboard number and ask to be directed to the right team.

6) In-person assistance (limited)

The ATO has a small number of offices and occasional co-locations at Services Australia centres. Appointments may be required for complex matters.

Tip: Have identification and any relevant notices ready before calling to speed up security checks.

Taxpayers’ Charter (service commitments)

The ATO’s Taxpayers’ Charter sets expectations for fair treatment, clear communication, confidentiality, and reasonable timeframes. It also explains your rights and obligations.

Complaints and feedback

You can lodge complaints or compliments about service quality. Complaints are reviewed independently and typically responded to within a set timeframe. Raising a complaint does not negatively affect your tax affairs.

Refunds and processing timeframes

• Most electronic returns are processed within two weeks.
• Reviews may take longer. If delays are significant, you can contact the ATO for an update.
• In some cases, interest may be applied to delayed refunds under policy.

Payments, debts, and hardship

If you can’t pay on time, the ATO’s policy is to work with you - including payment plans and, where appropriate, penalty or interest relief for hardship when you engage early.

Accuracy and reliance on advice

If you act on incorrect ATO advice, penalties may be waived under policy. Keeping records of guidance you receive is recommended.

Privacy and security

Strict privacy rules apply. The ATO will verify identity on every call and does not request sensitive information via unsolicited contact.