Ruth Owen, the Taxation Ombudsman is back on Small Firm, Big Impact to unpack the findings of the recent review into the ATO’s Registered Agent Phone Line. If you’ve ever faced long wait times, struggled to get the right advice, or wondered what’s being done to improve your experience as a registered agent, this conversation is for you. 

Ruth shares what the review uncovered, the recommendations made to the ATO, and how these changes could impact your day-to-day work. We also discuss the future of Online Services for Agents (OSfA), the importance of connecting with knowledgeable ATO staff, and how you can get involved in shaping the next round of improvements.  

Plus, get a sneak peek into the upcoming review of the ATO’s remission of general interest charge (GIC) - a hot topic for many agents. 

Tune in for practical insights, expert commentary, and resources to help you stay ahead in practice. 

*Update 4 December 2025: The Tax Ombudsman’s refreshed work plan FY25/26 (referenced at 18:55 in this episode) has been released with Compromised Accounts deferred and replaced with the ATO’s use of Director Penalty Notices.

Resources referred to in this episode: 

• CA ANZ submission on ATO Registered Agent Phone Line 

• Tax Ombudsman report on Registered Agent Phone Line 

• Tax Ombudsman review of Online Services for Agents (review yet to commence) 

• Tax Ombudsman review of ATO’s management of remission of the general interest charge (GIC) (submissions closed) 

• CA ANZ submission to Tax Ombudsman’s review on remission of general interest charge 

• CA ANZ submission on the draft ATO concessions framework 

• CA ANZ response to Tax Ombudsman’s 2025-26 work plan (May 2025) 

• CA ANZ submission to Tax Ombudsman’s 2026 workplan refresh (November 2025) 
• Tax Ombudsman’s refreshed work plan FY25/26
• Smaller Practices Centre 

• Contact the podcast 

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