Future of Lodge and Pay Working Group
The Lodge and Pay Working Group (LAPWG) is an Australian Taxation Office (ATO) special purpose working group. The LAPWG was established to assist with the design and delivery of the ATO's positive payment culture reset. As reset activities have transitioned into business as usual, the group’s purpose has been realised. Therefore, the group is closing.
Members expressed interest in the LAPWG remaining open to allow for continued lodge and pay focused conversation and suggested quarterly meetings. Members noted the quarterly Tax Practitioners Stewardship Group and BAS Agents Association Group meeting agendas don't provide as much time for detailed conversation on lodge and pay issues.
The ATO will use existing channels, groups and processes, and will arrange consultation with relevant audiences as required. Members' feedback will be considered.
Lodge and Pay reset
Work is progressing on the ATO’s payment strategy, which is built upon the segmentation strategy. The ATO anticipates communications will be shared through relevant consultation groups soon.
Service Delivery restructure
The ATO Service Delivery Group has been restructured to better align expertise, rather than by product. The Lodge and Pay business line no longer exists.
The new group’s name is Frontline Operations. It is comprised of 5 business areas – Risk and Strategy, Business Improvement, Resource Management, Compliance, and Services. For more information, see ATO organisational structure (PDF, 278KB)This link will download a file. Currently existing contacts remain the same.
Payment habits action item update
A payment habits update was provided to close existing action items.
LAP 08 – Finalise and share streamlined view of capacity to pay conversation
A streamlined capacity to pay (CTP) process took effect 6 May 2024. Changes include clearer guidelines to support staff to discuss taxpayers’ ability to pay and understand the right time for those discussions.
Updated procedures allow staff to consider the work undertaken by tax and financial professionals involved in preparing a client’s payment proposal, query what has been done and reduce questions. This is on a case-by-case basis.
LAP 09 – Investigate way to share a capacity to pay tool with agents and the community
A CTP tool is a long-term goal. Updated ato.gov.au content on payment plans includes a list of the information required to prepare a taxpayer's request. The updated content includes a link to a budget plannerExternal Link available on Moneysmart.gov.auExternal Link. Members were invited to review the updated content.
Member comments
- There continues to be inconsistencies between decisions via online and phone channels and it remains difficult to work with the ATO.
- Members highlighted the need for knowledgeable phone staff who understand the issues and can facilitate the process of establishing a payment plan. There has been an increase in positive experiences over the past few weeks.
General interest charge remission form
During the COVID-19 pandemic, the ATO was more lenient with taxpayers’ requests to remit General interest charge (GIC). This has led to an expectation that remissions will be granted, which the ATO is looking to reset.
A GIC remission application (XLSX, 68.7KB)This link will download a file was made available on ato.gov.au on 5 May 2024. Whilst not mandatory to complete, the form will assist applicants to make an informed decision. It ensures consistency, transparency and reduces delays requesting additional information.
Scripting has been updated to support ATO staff to complete an internal version of the form containing the same questions. This will provide consistency and ensure decisions can be made on first contact. If remission is not granted, ATO staff will provide clear reasons in a streamlined remission response letter.
Member comments
Members provided the following feedback on the GIC remission request form:
- when lodged online ‘Insufficient information’ is a common reason remission applications are rejected
- the ATO needs to share examples of circumstances that warrant remission.
The ATO emphasised that taxpayers need to explain how an event or circumstance has impacted their ability to pay. As every circumstance is different, there will never be a black and white approach.
An updated version of the GIC remission form is due to be published on ato.gov.au mid-August.