Communication in Online services for business

Use the Communication menu in Online services for business to communicate with us by Secure mail.

Last updated 8 September 2024

Secure mail

You can use secure mail to engage with us on a number of topics.

Access secure mail
Use Secure mail

Access secure mail

To access Secure mail, you need to first grant permissions in Access Manager.

Manage permissions
View and action own mail.

Use Secure mail

You can use Secure mail to:

view sent messages
reply to messages
allocate messages to other users (based on permissions)
delete messages
receive replies from us
print messages
set up email notifications to your preferred email address to advise you when you receive messages to your Online services for business mailbox
- select Email notification at the bottom of the mailbox and type or update your email address
- email notifications will always be from our trusted email address – Taxofficeportalmessagenotify@ato.gov.au
access the business mailbox or another user's mailbox to view and allocate mail (you can't create, send or reply to an email in these mailboxes).

To view the Business mailbox or another user's mailbox, you need to select the Access other user's mail permission in Access Manager.

Lodge income tax return amendments

If you need to correct a mistake on your return, you can lodge this in Online services for business.

You will need to complete the amended return and then at the 'Communication' menu:

select Secure mail then New
select Topic: Income tax and Subject: Income tax amendment (and the relevant client type)
attach amendment
tick the declaration then Send.

You can't lodge an original income tax return using Online services for business.

Secure mail topics

Secure mail allows you to communicate with us on a range of topics and subjects. Topics and subjects are listed below.

Activity statements
Debt and lodgment
Registrations
Income tax
Pay as you go
Superannuation
Refunds and remissions
Fringe Benefits Tax (FBT)
Other topics – General, excise, GST, exploration incentives, JMEI, Insolvency, and more.

Table 1: Activity statements
Topic	Subject
Activity statements	Additional time to lodge – deferral request
Activity statements	Debit or nil balance query
Activity statements	How do I complete my activity statement?
Activity statements	Penalty or interest calculation
Activity statements	Remission of failure to lodge on time penalty
Activity statements	Remission of general interest charge
Activity statements	Remission of non-electronic notification or non-electronic payment penalty

Table 2: Debt and lodgment
Topic	Subject
Debt and lodgment	ATO Businesses/Sole trader payment plan request form (XLSX, 70KB)This link will download a file. Use this form if you are requesting a payment arrangement. You can also request a payment plan in Online services for business. For payment plans above $200,000, you will need to contact us.
Debt and lodgment	Additional time to lodge – deferral request
Debt and lodgment	Debit or nil balance query
Debt and lodgment	Penalty or interest calculation
Debt and lodgment	Remission of failure to lodge on time penalty
Debt and lodgment	Remission of general interest charge
Debt and lodgment	Remission of shortfall interest charge
Debt and lodgment	Taxable Payments Annual Report

Table 3: Registrations
Topic	Subject
Registrations	Consolidation registration enquiry
Registrations	Grouping or Branching registration enquiry
Registrations	Non-residents registration enquiry
Registrations	GST Joint Venture Notification GST – joint venture – notification of forming, changing or cancelling (PDF, 345KB)This link will download a file

Table 4: Income tax
Topic	Subject
Income tax	Additional time to lodge – deferral request
Income tax	Debit or nil balance query
Income tax	Div 7A Relief
Income tax	Income tax return amendment – companies Income tax return amendment – partnerships Income tax return amendment – superannuation funds To lodge an original income tax return you must use SBR enabled software, speak with your registered tax professional, or lodge via a paper return. You can't lodge an original tax return in Online services for business.
Income tax	Submit 14ZYA notice
Income tax	Penalty or interest calculation
Income tax	Remission of failure to lodge on time penalty
Income tax	Remission of general interest charge
Income tax	Remission of shortfall interest charge
Income tax	Financial hardship refunds
Income tax	Certificate of Residency
Income tax	Request for Copies of tax documents
Income tax	ESIC Report NAT 75119 unable to submit online
Income tax	Prior year IT amendment for earnout purposes
Income tax	Stapled Group – Choice Form
Income tax	Substituted Account Period

Table 5: Pay as you go
Topic	Subject
Pay as you go	Instalments – Additional time to lodge – deferral request
Pay as you go	Instalments – Change instalment rate
Pay as you go	Instalments – Change PAYG cycle
Pay as you go	Instalments – Explanation of instalment rate
Pay as you go	Instalments – Other instalment queries
Pay as you go	Withholding – ATO cycle change letter received – Request to remain on current cycle
Pay as you go	Withholding – cycle change request – withholding amount less than $1 Million
Pay as you go	Withholding – cycle change request – withholding amount more than $1 Million

Table 6: Superannuation
Topic	Subject
Superannuation	Account details – this option is only available to legal practitioners. Other requests will not be answered.
Superannuation	Approved SMSF Auditors – ACA bulk lodgments Audit complete advice (XLSX, 248KB)This link will download a file
Superannuation	Approved SMSF Auditors – Intelligence referrals
Superannuation	Approved SMSF Auditors – Number enquiries
Superannuation	Approved SMSF Auditors – P2P requests – application of the SIS Act & Regulations
Superannuation	Approved SMSF Auditors – IAR/ACR/ACA Enquiries
Superannuation	Approved SMSF Auditors – Auditing Standards/Audit related issues, online services and general enquiries
Superannuation	Direct claim payout from the superannuation holding account special account (SHA)
Superannuation	Fund Validation Service
Superannuation	Is a particular fund registered as a complying superannuation fund?
Superannuation	Lodge inactive low balance account – declaration
Superannuation	Lodge SGC Statement SGC Statement spreadsheet (XLS, 207KB)This link will download a file
Superannuation	Lodge Super Guarantee Opt-Out form Super Guarantee opt-out for high income earners with multiple employers (PDF, 315KB)This link will download a file
Superannuation	Lodge USM adjustment Templates/non-Lodgment Advice
Superannuation	Lodgment – Transfer Balance Account Report
Superannuation	Manual payment request
Superannuation	Other
Superannuation	Payment and transfer of superannuation holdings reserve
Superannuation	Payment arrangement request ATO Businesses/Sole trader payment plan request form (XLSX, 70KB)This link will download a file
Superannuation	Penalty or interest calculation
Superannuation	Refund request
Superannuation	Remission of general interest charge
Superannuation	SMSF Early Engagement and voluntary disclosure More information: SMSF regulatory contravention disclosure form
Superannuation	SMSF product ruling
Superannuation	SMSF specific advice
Superannuation	Statement of account or account query
Superannuation	Superannuation Provider Assessment Data

Table 7: Refunds and remissions
Topic	Subject
Refunds/remissions	ATO pay interest on an early payment – request
Refunds/remissions	Client overpayment/double payment
Refunds/remissions	Excess imputation credit refunds
Refunds/remissions	Financial hardship refunds
Refunds/remissions	Interest paid on an overpayment of an income tax return
Refunds/remissions	Penalty or interest calculation
Refunds/remissions	Refund tax withheld
Refunds/remissions	Remission of failure to lodge on time penalty
Refunds/remissions	Remission of general interest charge
Refunds/remissions	Remission of non-electronic notification or non-electronic payment penalty
Refunds/remissions	Returned refunds
Refunds/remissions	NRWT – Custodians

Table 8: Fringe Benefits Tax (FBT)
Topic	Subject
Fringe Benefits Tax (FBT)	Additional time to lodge – deferral request
Fringe Benefits Tax (FBT)	Cancel FBT
Fringe Benefits Tax (FBT)	Change details for FBT
Fringe Benefits Tax (FBT)	Debit or nil balance query
Fringe Benefits Tax (FBT)	General FBT questions
Fringe Benefits Tax (FBT)	FBT Amendment request
Fringe Benefits Tax (FBT)	Other
Fringe Benefits Tax (FBT)	Penalty or interest calculation
Fringe Benefits Tax (FBT)	Register for FBT
Fringe Benefits Tax (FBT)	Remission of failure to lodge on time penalty
Fringe Benefits Tax (FBT)	Remission of general interest charge

Table 9: Other topics - General, excise, GST, exploration incentives, JMEI, Insolvency, and more.
Topic	Subject	Additional subject
View more topics	GST	Additional time to lodge – deferral request
View more topics	GST	ACNC – Elect to exclude grants
View more topics	GST	Charities, religious institutions, non-profit entities
View more topics	GST	Consolidation registration enquiry
View more topics	GST	Deferral of GST on importations (DGST)
View more topics	GST	Education courses
View more topics	GST	Export, import or online trading of goods and services
View more topics	GST	Financial supplies or insurance
View more topics	GST	Food, entertainment and SAM (simplified accounting method)
View more topics	GST	Government grant or funding, taxes, fees, charges
View more topics	GST	Grouping or Branching registration enquiry
View more topics	GST	GST Joint Venture Notification GST – joint venture – notification of forming, changing or cancelling (PDF, 345KB)This link will download a file
View more topics	GST	Land or property transaction (including retirement villages)
View more topics	GST	Motor vehicles or luxury car tax
View more topics	GST	Other sales, purchases or and tax invoice enquiry
View more topics	GST	Time limits on refunds or activity statement amendment
View more topics	GST	Assistance to register/update GST details electronically
View more topics	GST	GST at settlement
View more topics	GST	Registrations update
View more topics	Exploration incentives	EDI Advice
View more topics	Exploration incentives	EDI Lodgment
View more topics	Exploration incentives	JMEI Advice
View more topics	Exploration incentives	JMEI Lodgment
View more topics	Lodge report	Annual investment income report extension of time
View more topics	Lodge report	Annual investment income report lodgment – PC spreadsheet
View more topics	Lodge report	Common Reporting Standard (CRS) extension of time
View more topics	Lodge report	Employee share scheme annual report extension of time
View more topics	Lodge report	Foreign Account Tax Compliance Act (FATCA) extension of time
View more topics	Lodge report	Non-resident interest, dividend and royalty annual report lodgment – PC spreadsheet
View more topics	Lodge report	Quarterly tax file number report extension of time
View more topics	Lodge report	Quarterly tax file number report lodgment – PC spreadsheet
View more topics	General questions/problems/help	Notify ATO of appointment of new public officer
View more topics	General questions/problems/help	Notification of legal representative
View more topics	Statement requests/account details	Debit or nil balance query
View more topics	Statement requests/account details	Penalty or interest calculation
View more topics	Statement requests/account details	Remission of failure to lodge on time penalty
View more topics	Statement requests/account details	Remission of general interest charge
View more topics	Excise	Alcohol, fuel and petroleum products, tobacco, duty free store
View more topics	Excise	Audit
View more topics	Excise	Excise returns
View more topics	Excise	Fuel schemes enquiry
View more topics	Excise	Fuel tax credit enquiry (not to be used for registration requests)
View more topics	Excise	Other advice or lodgment enquiry
View more topics	Excise	Permission – movement and period settlement
View more topics	Excise	Remission, refund and drawback enquiry
View more topics	Excise	Wine equalisation tax enquiry (not to be used for registration requests)
View more topics	Excise	Product Stewardship for Oil (PSO) claim
View more topics	Excise	Product Stewardship for Oil (PSO) Category 1 Lab test results
View more topics	Insolvency	Bankruptcy
View more topics	Insolvency	Deed of Company Arrangement
View more topics	Insolvency	Liquidation
View more topics	Insolvency	Finalisations
View more topics	Insolvency	Indemnities
View more topics	Insolvency	New Insolvency Advice
View more topics	Insolvency	New Insolvency Advice – Voluntary Administration
View more topics	Insolvency	Notification of Creditors Meeting
View more topics	Insolvency	Part IX
View more topics	Insolvency	Part X
View more topics	Insolvency	Preferences
View more topics	Insolvency	Receiver/Manager appointed More information: Appointment or cessation of a representative of an incapacitated entity
View more topics	Insolvency	SB – Restructuring
View more topics	Insolvency	Simplified Liquidation
View more topics	Insolvency	Section 129 Demand
View more topics	Insolvency	Tax Clearance
View more topics	Insolvency	Request for Documents – The insolvency option is only available for insolvency practitioners. Other requests will not be answered.
View more topics	Insolvency	Voluntary Administration
View more topics	Petroleum Resource Rent Tax	General enquiries
View more topics	Petroleum Resource Rent Tax	PRRT Return/Instalment lodgment
View more topics	Trustee Services	Day 1 Notification

View and print excise delivery authorities

Online services for business allows you to view and print your delivery authority. To access your delivery authority in online services when you prepay:

select Communication
select Secure mail
navigate to the relevant mailbox
click on the Delivery Authority/Excise return attachment and download the PDF document. Once downloaded, you can print the delivery authority.

To receive an email notification that your delivery authority has been issued, add an email address in the Notifications field at the bottom of the secure mail mailbox.

Email notifications will always be sent from our trusted email address, Taxofficeportalmessagenotify@ato.gov.au

Communication history

Communication history gives you access to view available correspondence we send to you or your agent via the following channels:

email
SMS
paper
agent digital – used to send digital communications to your agent when they have set up Communication preferences to receive mail on your behalf
ATO Online – used to send a digital copy of a statement of tax record and digital activity statement notice.

Some communications can't be sent digitally. These will continue to be sent by post and can't be viewed in Communication history. We will continue to add more communication types to enhance this function further.

If you are a sole trader, you will need to use ATO Online services for individuals and sole traders to view your communication history.

To view your communication history:

select Communication
select Communication history.

To search using specific parameters:

select Search
select Type
- Communications – list of available digital correspondence sent to you
- Activity statements – Digital Activity Statement Notice – Digital quarterly GST and PAYG instalment notices
select Time period using the drop-down menu
select Channel
- email
- SMS
- paper
- agent digital
- ATO online services
then Search – results will be displayed
select Download – a new window will open with the search results as an Excel spreadsheet
select Print friendly version to print or save a copy.

You can view and download a digital activity statement notice for quarterly GST and PAYG instalments (forms R, S and T) if you lodge activity statements electronically.

To view and download your digital activity statement notice from the client home page:

select Communication
select Communication history
select Search
- then select Activity statements tick box, and deselect Communications tick box
- select the Time period and then Search – this will display the Digital Activity Statement Notice.

If your registered delivery preference is paper, we will continue to send paper instalment notices. We don't change your delivery preferences from paper to electronic unless you have lodged electronically.

Communication preferences

If you use a tax agent, Communication preferences allows you and your agent to choose where we send your digital ATO communications.

You can choose to have communications:

sent to you
sent to your registered agent.

You can also choose to have some communications sent to you and others to your registered agent.

Your agent can set your communication preferences on your behalf.

If you or your agent elect to have communications sent to them, you can request a copy from them.

Your dealings

You can track the progress of the messages you've sent us by using Your dealings in the Communications menu.

Troubleshooting Secure mail

To send secure mail messages, you will need:

a separate secure mail message for each subject
to ensure you attach all supporting documentation and that the attached documentation
- is a maximum of 6 files
- is less than 6MB in size (per file)
- is in a suitable format (doc, .pdf, .rtf, .xls, .xml, .tif, .jpg, .zip, .bmp, .png, .gif, .mpp, .ppt, .docx, .dotx, .xlsx, .xltx, .pptx, .potx, .ppsx.)
- is not encrypted (for example, password protected)
- doesn’t contain macros
- doesn’t contain formulas (copying and pasting information from one spreadsheet to another may introduce unseen elements in your spreadsheet)
- is not an executable file (common executable file extensions include .exe, .app, .vb, .scr)

Mailbox size limit

Warnings will appear when a mailbox is approaching or has exceeded the 500 message limit. The limit includes both emails in your mailbox and sent emails.

You will be asked to delete mail items to reduce your mailbox size. Exceeding the limit will impact a user's ability to create new emails or reply to received emails.

Prior to deleting any messages, you should save copies of individual emails:

open the email by clicking on the email hyperlink
select the Printer Friendly button to print or save as a PDF.

You can also save a list of messages in your own inbox or sent items by using the Printer Friendly button (located at the bottom left of your screen). This gives you the option to print a hard copy or save the list as a PDF.

Alternatively, you can view a list of sent emails in Your Dealings. This includes the status of the request.

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