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Improving the availability of data and real-time processing in online services for agents would dramatically reduce demand for the tax agent phone line, the professional body has said.
CA ANZ pushes for review into OSFA to address ‘major limitations’
10 April 2025
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8 minute read
CA ANZ has called for significant improvements to online services for agents (OSFA) in response to the Tax Ombudsman's review of the tax agent phone line.
In a recent submission, the accounting body said that improving accessibility, usefulness and ease of use for OSFA would ease demand on the registered agent phone line.
Susan Franks, Australian leader of tax, superannuation and financial services at CA ANZ, said while OSFA is the preferred tool for CA ANZ's members, a range of limitations within the platform is forcing registered agents to use the ATO phone line instead.
"Our members prefer to use OSFA as, unlike the ATO phone line, it does not have wait times and is available 24 hours a day, 7 days a week," Franks said.
"However, due to the limitations in OSFA, such as an inability to access FBT returns, insufficient detail on the status of tax returns and an inability to have a 2-way conversation with an ATO officer at a time convenient to both the tax agent and the ATO officer, our members resort to using the ATO phone line."
In its submission, CA ANZ outlined a wide range of limitations that registered agents are currently experiencing with OSFA, including key data being unavailable.
"Tax agents want the ability to generate client lists at the push of one button in real-time in relation to all tax issues," the accounting body said.
"Currently, that is possible in relation to income tax but not in relation to debt, fringe benefits tax, business activity statements, pay-as-you-go instalments and Taxable Payment Annual Reports."
The submission also noted that reports generated by the system do not have sufficient detail.
"For example, lodged returns have a status of 'in review', but there is no indication of why or when it will be resolved. As clients are concerned about the amount and timing of their tax refunds, tax agents need to call the ATO for an update that can be provided to their clients," it said.
A lack of real-time or timely processing has also caused frustration for registered tax agents.
"For example, a member’s client had made the final payment on their payment plan, but this was not immediately reflected in OSFA," CA ANZ said.
"The member had to call the ATO to confirm that the debt had been cleared, and the payment plan had ended so that they could confirm with their client that no additional payments were required."
The accounting body also highlighted that agents can clarify facts and questions with an ATO officer over the phone, something which is unavailable through OSFA.
"This means, for example, that applications for general interest charge remission requests are more successful if a tax agent calls the ATO phone line compared to applying by OSFA," it said.
"A chat tool for OSFA functions, particularly in relation to general interest charge remissions, could encourage the use of OSFA."
Franks said CA ANZ members have been calling for the ATO to improve OSFA to reduce the administrative burden for the ATO and tax practitioners and ensure taxpayers could resolve tax matters quickly.
"It would be useful for the Tax Ombudsman to conduct a separate review into OSFA to improve its accessibility, usefulness and ease of use."
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