Auditor-General Report: Management of Complaints by the Australian Taxation Office

The Australian National Audit Office has recently released a performance audit report, Management of Complaints by the Australian Taxation Office.

The audit objective was to assess the Australian Taxation Office’s (ATO) effectiveness in managing complaints.

The report revealed several key findings:

• The ATO’s management of complaints is largely effective. Effectiveness would be improved if the ATO’s analysis of its complaints data also sought to identify the underlying causes of complaints and used this information to improve business processes and complaint handling.
• The ATO has developed largely effective arrangements to handle complaints.
• The ATO has largely effective monitoring, reporting, and process improvements.
• Implementation of the Inspector-General of Taxation’s six complaint handling recommendations was largely effective.