The Australian Taxation Office (ATO) is responsible for administering Australia's taxation and superannuation systems. It seeks to build confidence in its administration through helping people understand their rights and obligations, improving ease of compliance and access to benefits, and managing non-compliance with the law. The objective of the audit was to assess the effectiveness of the ATO's complaints and other feedback management systems in supporting service delivery. To form a conclusion against this objective, the Australian National Audit Office (ANAO) examined if the ATO has: well-planned and designed complaints and other feedback management arrangements; sound processes to manage complaints and other feedback; and, effectively analysed complaints and other feedback to inform service delivery. The focus of the audit was primarily on the ATO's management of complaints. The ATO's management of compliments and other feedback was also examined, where possible. The audit did not examine the formal objection process that allows taxpayers to dispute an ATO decision, but did examine the interaction between the objection and complaints management processes.
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