Complaints handling: gaps in records and root cause analysis

ANAO Report No. 28, 2024–25 · Oversight finding

An independent audit identified improvements needed in complaint records, analysis, reporting and implementation of recommendations.

Finding

Four recommendations addressed conversation records, underlying causes, public reporting and implementation of Ombudsman recommendations.

Qualifications and outcome

The overall conclusion was that complaints management was largely effective. Improvement recommendations are not findings of corruption or proof of misconduct by every officer.

Agency response

The ATO agreed to all four recommendations. Their current implementation has not been independently assessed in this register.

Affected party

Multiple / confidential taxpayers · Aggregate oversight

Aggregate oversight or confidential case review; no identifiable recovery defendant is entered.

Sources

• Management of Complaints by the Australian Taxation Office

  An independent audit identified improvements needed in complaint records, analysis, reporting and implementation of recommendations.

• NSW ordered-cost benchmark, 24 October 2023

  Non-binding legal rate bands for costs assessment. These are comparison rates, not the ATO’s invoices or historical engagement terms.