Feedback

After we finalise your complaint

If you are not satisfied after we have finalised your complaint, there are different options available depending on what you would like to do next. 

Request a reconsideration if you have new relevant information

You may request a reconsideration only if you have new, relevant information that was not available during our original investigation and that could reasonably affect our findings. Please complete our feedback form.

    Provide feedback about our service or conduct

    Our service is delivered in accordance with the Tax Ombudsman service guidelines set out in Our commitment to you.   

    If you have feedback about how we handled your complaint, or about the conduct of our staff, please complete our feedback form.

    This form allows you to comment on your experience with our service. It does not involve reconsidering the outcome of your complaint or re-examining our investigation findings. 

    We consider all feedback we receive. If we decide that further action is required, we may contact you to discuss the matter.

    Request for an internal review if you believe there was an error with our process or reasoning

    You may request an internal review of our investigation findings if:  

    • you are not satisfied with our reconsideration, or  
    • you believe there was an error, defect with the investigation process, or defect with the reasoning of the original investigation.  

    If we decide to conduct the internal review, it will be done by an investigations officer who was not substantively involved in the original complaint investigation.  

    If we decide not to conduct the internal review, we will communicate our reasons for this and take no further action.  

    If we decide to conduct the internal review, we will review parts of the original complaint that are relevant to your reasons for seeking an internal review. The two possible outcomes of the internal review are:  

    • There is, or is likely to be, merit to your concerns. We will communicate this to you and then conduct a further complaint investigation.  
    • There is not, or is unlikely to be, merit to your concerns. We will communicate this to you and close the internal review. 

    You should submit your internal review request within 10 days of receiving your investigation findings, by using our feedback form.  

    Further options

    If you remain dissatisfied with our conduct, you may make a complaint to the Commonwealth Ombudsman.  

    The Commonwealth Ombudsman can consider complaints about our conduct. They cannot review or overturn our investigation findings about the tax administration actions or decisions that are the subject of your complaint.