HVT Accounting

NTAA responded to Inspector-General of Taxation and Taxation Ombudsman (‘IGTO’) for reviewing the effectiveness of the ATO’s registered phone line and inviting such extensive feedback from Tax and BAS agents and their professional associations. In which, I completely agree one of the feedback about Client-Agent Linking system

"Support provided for the Client-Agent Linking system
The Client-Agent Linking (‘CAL’) system is among the most common sources of tax agent
dissatisfaction.
• Most clients do not understand the process, and many lack the digital literacy or confidence
to complete it, even with visual guides.
• Agents routinely must call the ATO with the client present, regularly resulting in reported 45-minute
hold times to complete what should be a five-minute task.
• Errors in linking (e.g. roles not updating properly, access issues due to mismatched GST/tax roles)
cause cascading issues across the portal. In one firm’s case, an entire client base had to be re-linked after a business restructure, requiring four calls to get correct instructions. "