Review: ATO online services for agents

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.  

The review will examine 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. These improvements will, in turn, promote greater and more timely voluntary compliance with tax and superannuation obligations.  

What will we examine?

• How OSfA and Practice Mail can be improved to enable agents and their practices to effectively support their clients in managing their tax affairs.  
  
• How Practice Mail (or a replacement channel, as an alternative to post and fax), can be improved to support effective, timely and secure two-way communication between agents and the ATO.  
  
• What are the top priority improvements to enhance the efficiency and effectiveness of OSfA and Practice Mail in supporting taxpayers to comply with their tax obligations via their registered agents and, where appropriate, reduce demand in phone and postal contact. 
  
• Whether the ATO has an established process for identifying, prioritising and implementing improvements to OSfA and Practice Mail, including capturing and considering feedback from the agent community and ensuring that system changes appropriately consider user experience and user support.