CPA Australia has expressed its support for Commissioner of Taxation Rob Heferen’s pledge to enhance the Australian Taxation Office’s (ATO) service operations for tax practitioners.

Heferen made this commitment during CPA Australia’s inaugural Tax Forum held in Melbourne, which brought together tax professionals, policymakers, and industry leaders to discuss the changing landscape of tax policy and administration.

In response to concerns raised by CPA Australia members regarding the ATO’s front-line services, including the handling of ATO letters and the registered tax agent phone line, Heferen acknowledged that the agency’s performance has not met expectations.

ATO’s performance “has not been where we want it to be”, he said. 

However; he highlighted improvements made over the past 12 to 18 months, such as 678,000 additional phone calls answered compared with a year earlier and a 21% decrease in call wait times.

Heferen also noted that the ATO concluded the financial year with the lowest processing backlog in four years.

To further enhance service operations, Heferen outlined plans for a new call centre platform aimed at automating and expediting enquiries, as well as implementing digital two-way communication between the ATO and tax agents.

Additionally, he highlighted improved online services, including the ATO App.

Heferen also addressed concerns regarding the ATO’s “inconsistent” approach to General Interest Charge remission, confirming that a review of the agency’s approach to this charge is currently underway.

CPA Australia Tax lead Jenny Wong welcomed Heferen’s commitment to improving services for CPA Australia members and other tax professionals.

She noted that the Tax Forum highlights CPA Australia’s dedication to fostering meaningful discussions between regulators, members, and the wider community.

Wong said: “Effective tax administration is just as important as sound policy or the level of tax rates. Even the best designed tax laws can falter if they’re administered inefficiently, inconsistently, or in ways that are hard to navigate.

“Over the past year, members have told us that their biggest challenges often come not from the legislation itself, but from the practicalities of dealing with the system – it’s the day-to-day friction points like delayed response times, unclear or inconsistent guidance, repeated requests for the same information, difficulty accessing the right ATO contact, or confusion around administration processes.

“And for investors and businesses, certainty is the key – they can plan for known obligations, but unpredictable outcomes, complexity, shifting interpretations, and inconsistent enforcement erode confidence and deter investment.”