Call wait times
We receive a high volume of calls at tax time that can lead to longer than usual wait times. The best time to lodge your return is from late July, when most of your information is pre-filled into your tax return. We apologise for this inconvenience and thank you for your patience.
Try our self-serve options to save time. Many calls can be managed using ATO online services including myTax, ATO app or our self-help phone service.
If you don’t want to wait – check if the answer to your question is on this page before you phone us.
Do I need to lodge a tax return?
Use our ‘Do I need to lodge?’ tool in your ATO online services account to check if you need to lodge:
- Sign in to myGov.
- Select ATO from your linked services.
- Select Manage tax returns.
- Select Not lodged tab.
- Under the heading 'Outcome' select Do I need to lodge? for the relevant income year.
You can also use our online tool – see Do I need to lodge a return?
How do I link my myGov account to the ATO?
To link your myGov account to the ATO:
- Sign in to myGov.
- Select View and link services.
- Select Link next to Australian Taxation Office.
- Follow the prompts to answer 2 questions about your tax record.
If you're unable to verify your tax record online, you must phone us.
For more information, see:
- how to create a myGov account and link it to the ATO
- the information you need to link myGov to the ATO
- what to do when you can't sign in to your myGov account.
Why is my tax result so different this year?
There are several reasons you may receive a lower tax refund than in previous years or a tax bill, including:
- the low and middle income tax offset has ended
- you may receive a lower refund than expected if your credit or refund has been offset against another debt, including a debt on hold with us or debts you have with other government agencies
- a change in your personal circumstances.
If you lodge your tax return online with myTax, the calculation you receive before you submit the return is an estimate only. The final balance on your notice of assessment may differ for several reasons. Find out why your myTax estimate may differ from your final assessment.
If your refund has reduced, the tax you paid throughout the year was closer to your annual tax obligation.
If you receive a tax bill, you may be able to prevent this happening in the future.
Why did I get a tax bill?
Getting a tax bill means you didn't have enough tax taken out of your income throughout the year to meet your annual tax or compulsory loan repayment obligations.
There are a number of reasons you may get a tax bill – see Why you may receive a tax bill.
If you're concerned that you'll get a tax bill again next year, you may be able to prevent this:
- Check your employer has the right information about you – they may not be taking the right amount of tax out each pay if
- you are claiming the tax-free threshold from more than one employer – if more than $18,200 of your income is not taxed correctly, you may need to pay the extra tax at the end of the year (tax bill)
- you haven't told your employer about your study and training support loan – if they haven't taken out enough to cover your compulsory repayment, you may need to pay it at the end of the year (tax bill).
- If you earn income from multiple sources – including salary and wages, income from a side hustleExternal Link or as a sole trader – check you have paid the correct amount of tax
- if tax wasn't paid throughout the year on some income, you may need to pay that tax at the end of the year (tax bill)
- all income is totalled and used in your tax assessment. You may get a tax bill if the total amount changes your tax bracket or moves you over the threshold for the Medicare levy surcharge or for your study and training support loan.
You can increase the amount of tax you pay throughout the year by:
- making extra voluntary payments into your income tax account
- asking your payer to increase the amount of tax they withhold from your income throughout the year, called an upwards variation
- voluntarily entry into PAYG instalments where some of the income is business or investment income (for example, if you have a side hustle or are a sole trader).
How do I start an online payment plan?
If you owe $200,000 or less, the easiest way to set up a payment plan is by:
- using our online services – you'll need a myGov account linked to the ATO
- phoning our automated phone service on 13 72 26, which is available 24 hours a day.
You may also be eligible to adjust or cancel an existing payment plan.
Before you start, we recommend using our payment plan estimator to work out a plan you can afford. Payment plans accrue interest so it's best to pay off your debt as soon as you can.
If you can't afford a payment plan that’s offered online, or you owe more than $200,000, phone us on 13 11 42 during our operating hours to discuss your options.
When will I get my refund?
Most electronically lodged tax returns are processed within 2 weeks. We process paper tax returns manually and this can take up to 10 weeks.
The quickest and easiest way to check the progress of your tax return is by using our self-help services.
The status of your return may change a number of times as it is processed. If we need more information to finalise your return, we will phone you. Phoning us will not speed up the processing of your tax return.
If you’ve received notification that your refund has been processed, remember your refund may take up to 5 business days to be in your nominated bank account (depending on your financial institution).
For more information, see our article on ATO Community, Where's my tax return?External Link
Why do I need to pay Medicare levy and Medicare levy surcharge?
The Medicare levy helps fund some of the costs of Australia's public health system (Medicare).
The levy is collected from you in the same way as income tax. Generally, your employer takes the levy from your salary or wages at the rate of 2% of your taxable income for the pay period.
We then calculate your total Medicare levy for the year when you lodge your tax return.
The Medicare levy surcharge is an amount you pay on top of the Medicare levy. You pay the surcharge if both you, your spouse and your dependent children do not have an appropriate level of private patient hospital cover and earn above a certain income.
The surcharge is not charged for periods that you, your spouse and any dependent children are covered by an appropriate level of private patient hospital cover.
For more information, see:
- Medicare levy and Medicare levy surcharge explainedThis link opens in a new window video
- Medicare levy surcharge income, thresholds and rates.
What's my tax file number?
A tax file number (TFN) is your personal reference number in the tax and superannuation systems. It is free to apply for one.
You don’t have to have a TFN, however if you don't have one, more tax will be taken out of payments made to you by your employer or financial institution.
You also won’t be able to:
- apply for government benefits
- lodge your tax return electronically
- get an Australian business number (ABN).
You can find your TFN by checking:
- ATO online services through myGov – you'll need a myGov account linked to the ATO
- My details in the ATO app – you'll need a myGov account linked to the ATO
- An income statement or payment summary (provided by your employer)
- in letters you've received from us, such as a statement of account
- your notice of assessment if you've lodged a tax return
- your superannuation account statement
- with your registered tax agent.
For more information, see how to apply for a TFN.
I made a mistake in my tax return. How do I fix it?
For more information, see how to amend your tax return.
I have a study or training support loan, when will I get my indexation refund?
The announced changes to the indexation rates for study and training support loans is not yet law. Don’t put off lodging your tax return to wait for the law to change. You should lodge as normal.
When the law has changed, we'll apply any indexation credits to your study or training support loan.
If your loan is less than $0 after the credit, you may receive a refund for this amount to your nominated bank account – if you have no outstanding tax debts.
You can get an estimation of the credit you will receive using the Indexation Credit EstimatorExternal Link on the Department of Education website.
Find out the latest at Study and training loans – what's new.
How do I know if it is the ATO contacting me or if it is a scammer?
If you think a phone call, SMS, voicemail, email or interaction on social media claiming to be from the ATO isn’t genuine, don't engage with it.
You can:
- verify or report a scam online
- use our list of ATO scam alerts for further guidance on ATO impersonation scams.
If you've paid or divulged personal information to a scammer, phone us on 1800 008 540 to report it.
My question is not here
For more information, see:
- What's new for individuals to find out what's new and changes that may affect you
- myTax instructions to help you complete your 2024 tax return online.
Join the discussion on ATO CommunityExternal Link. It's available 24 hours a day with questions, answers and regular updates.
If you still need to contact us, our busiest day is Monday, so consider calling later in the week.
We regularly update this page based on the calls we receive.