Consistent with complaints to the Taxation Ombudsman, issues relating to the fairness, efficiency, complexity of rules and difficult language of Australia’s tax system are emerging as key concerns among delegates at the Tax Forum in Canberra this week.

Speaking from the Forum at Parliament House today, Commonwealth and Taxation Ombudsman Allan Asher welcomed Tax Commissioner Michael D’Ascenzo’s agreement to work with him on simplifying the language of tax.

‘My office’s investigation work provides me with a unique insight into the delivery of services and administrative practices associated with Australia’s tax system, and it’s clear that tax reform is long overdue,’ Mr Asher said.

‘Complaints to my office indicate that what is required is a simpler, more accessible system, along with more streamlined and better resourced external scrutiny of tax administration.’

In 2010-11, complaints about the Australian Taxation Office (ATO) represented 13 per cent of all complaints received by the Ombudsman.

Common issues raised by complainants included:

‘It is particularly important that the more vulnerable members of our community, such as those who are reliant upon income support, have the capacity to access and engage with the tax system,’ Mr Asher said.

The Ombudsman has identified the following priorities for further work:

‘Not surprisingly, the need for work in these areas is fairly common across government services and will be a focus of the Commonwealth Ombudsman National Conference in Canberra in November.’ (for more information, visit www.ombudsman.gov.au/national-conference (offline).)

For a useful overview of issues discussed at the Tax Forum, follow the Ombudsman on twitter – http://twitter.com/CwealthOmb.

Media contact: Media 02 6276 3759

Date of release: 5 October 2011

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      05 Oct 2011: Tax Commissioner agrees to overhaul language

      Consistent with complaints to the Taxation Ombudsman, issues relating to the fairness, efficiency, complexity of rules and difficult language of Australia’s tax system are emerging as key concerns among delegates at the Tax Forum in Canberra this week.

      Speaking from the Forum at Parliament House today, Commonwealth and Taxation Ombudsman Allan Asher welcomed Tax Commissioner Michael D’Ascenzo’s agreement to work with him on simplifying the language of tax.

      ‘My office’s investigation work provides me with a unique insight into the delivery of services and administrative practices associated with Australia’s tax system, and it’s clear that tax reform is long overdue,’ Mr Asher said.

      ‘Complaints to my office indicate that what is required is a simpler, more accessible system, along with more streamlined and better resourced external scrutiny of tax administration.’

      In 2010-11, complaints about the Australian Taxation Office (ATO) represented 13 per cent of all complaints received by the Ombudsman.

      Common issues raised by complainants included:

      • not understanding the actions taken by the ATO or what has happened to them
      • having to provide the same documents multiple times
      • multiple interactions and navigation of multiple areas of the ATO as well as other agencies to resolve problems
      • difficulty locating all the information required by the ATO, or struggling to understand or interpret the ATO’s requirements
      • delays, causing significant financial, social and emotional problems
      • correspondence that is vague, not clearly explained and laden with jargon.

      ‘It is particularly important that the more vulnerable members of our community, such as those who are reliant upon income support, have the capacity to access and engage with the tax system,’ Mr Asher said.

      The Ombudsman has identified the following priorities for further work:

      • improving the language of government – more than one third of tax complaints are resolved through provision of a better explanation by the ATO or the Ombudsman
      • providing greater access to services – people access services and information in different ways, no-one should be excluded
      • improving complaint handling – addressing the issues raised through a complaint, not just fixing an individual’s complaint.

      ‘Not surprisingly, the need for work in these areas is fairly common across government services and will be a focus of the Commonwealth Ombudsman National Conference in Canberra in November.’ (for more information, visit www.ombudsman.gov.au/national-conference (offline).)

      For a useful overview of issues discussed at the Tax Forum, follow the Ombudsman on twitter – http://twitter.com/CwealthOmb.

      Media contact: Media 02 6276 3759

      Date of release: 5 October 2011