The Australian National Audit Office has undertaken an independent performance audit in the ATO titled Administration of Contact Centres. It has now released its ANAO Report No 7 2014-15 outlining the results of the audit.
The ANAO said ATO contact centres are a major communication channel for taxpayers to contact the ATO and have generally been managed effectively. However, to improve the ATO’s management of contact centre operations, the ANAO made 2 recommendations aimed at better coordinating the management of the 4 key taxpayer communication channels, including contact centres, and improving reporting of contact centre performance. The ATO agreed with both recommendations.
[LTN 229, 26/11/14]