Review: ATO online services for agents

Status: Review completed, August 2026

Online Services for Agents (OSfA) is a secure system provided by the ATO for registered tax and BAS agents. It allows agents to access a range of client information and services, offering real-time visibility and control over client data. 

The ATO has been encouraging agents to use self-service platforms like OSfA to streamline processes and reduce reliance on phone support. And we know agents far prefer to transact online than to call the ATO. Using online channels makes interactions more efficient and reduces wait times for agents. We understand that time is money for agents!  

However, feedback from recent consultation with the agent community as part of our Review of the Registered Agent Phone Line highlighted several issues and concerns with OSfA and its integrated communication channel: Practice Mail.  

Agents reported inefficiencies in using the portal .They also said they would be more likely to use OSfA if it had the capability to fulfil their key transaction requirements and could do so in a timely way to meet the needs of their clients. These issues have raised questions about the system’s effectiveness and usability, which is why we commenced this review in early 2026.    

The review examined what specific changes are required for OSfA and Practice Mail to deliver the functionality and responsiveness that agents need to perform their roles efficiently and with confidence. Consultation was undertaken with the tax community in March and April 2026 to seek feedback and suggestions for improvement. 

The review found ATO Online Services for Agents is not keeping pace with tax agents’ needs, with agent satisfaction falling from 76% in 2022 to 63% in 2026. 

We made 3 recommendations to the ATO to help modernise its digital services, cut admin burden and make it easier for agents to support their clients. These improvements will create efficiencies for agents and the clients they serve and promote greater and more timely voluntary compliance with tax and superannuation obligations.   They will also deliver efficiencies for the ATO, its systems and staff.  

The ATO accepted all three recommendations and we will monitor its progress on implementation. 

Webinar – a webinar will be held at 12:30pm (AEST) on Tuesday, 1 September 2026 to share review findings. Register for the webinar.