ATO systems and digital services
Overall, our online system health is tracking well.
There have been some instances of degradation to Online services for agents over the past week, resulting in deployment of the waiting room for Online services for individuals to increase network capacity. Additional capacity has been made available within the network that should reduce further instances of Online services for agents degradation.
We were advised of some isolated instances of agents being moved to the waiting room from within Online services for agents. This issue has been resolved.
Tax return processing and phone services
The high demand in our call environment has steadied, with call volumes on the tax agent line down by 7% from last year. Around 830,000 returns have been received since 1 July 2024 and the safety net has now been lifted with tax returns processing as expected. It is too early in the tax time cycle to discern any meaningful trends on lodgment channel and volumes.
Single Touch Payroll (STP) income tax statement finalisations are up around 30% compared to the same time last year.
Communications on when to lodge
We are encouraging taxpayers not to rush to lodge their tax return and that it’s best to wait until late July when most pre-fill information is available. Data shows that those who choose to lodge early are twice as likely to have their refunds or returns delayed as there is a higher chance of missing information, especially where there are multiple sources of income.
Marketing and communication
Current ATO communications continue to focus on the ‘wait for pre-fill before lodging’ messaging across all channels. As most pre-fill becomes available and refunds start issuing, communications will shift to how to check the progress of returns, encouraging the use of self-help tools.
Other current communications include:
- reminders that the income tax cuts don't apply to the 2023-24 tax return
- the importance of keeping accurate records and reminding agents to ensure their clients do have records to substantiate their claims
- that there is updated web content for the Small business energy incentive including eligibility requirements and how to claim
- that the statutory due date for STP finalisation is 14 July; however, as this falls on a weekend this year, lodgments are due the following business day, 15 July
- that super guarantee contributions need to be paid in full, to the right fund, by 28 July
- for the quarter ending 30 June, the 11% rate should be used for payments made before 1 July
- the new rate of 11.5% applies from 1 July
- the super contributions made for employees are only considered paid when the super fund receives them
- BAS and tax agents are invited to register for the next ATO open forums. The next session is on 31 July 2024 from 11:00 am to 12.30 pm AEST.
Useful links
Useful links are: