Confirmation from the ATO has been received that their current protocols for outbound contact currently allow for outbound phone calls as per the following:
8.00am - 6.00pm Mon - Fri
All other clients:
8.00am - 8.00pm Mon - Fri
9.00am - 5.00pm Saturday
Staff are required to apply the above time frames as it applies to the client’s location.
To ensure that the ATO is contacting ICB members at an appropriate time they will add further clarity in their processes by aligning other professional services to the "Registered agents" service window. ATO is currently reviewing the effectiveness of their outbound contact attempts made after 6pm (local time) to ensure that it is an appropriate process.
The ATO has advised they may attempt to contact ICB members after 6.00pm where contact details in their system incorrectly reflect ICB member’s contact details as the client’s.
The ATO expectation for their staff when making an outbound call is that staff confirm it is an appropriate time to talk with the receiver. Where the client or their representative state that it is not a good time, ATO staff would generally ask the client to call back at an appropriate time. An offer to call the client back where they wish to verify our authenticity; unable to take a message or requires an immediate call back on another number will be available.