‘Like banging heads against a brick wall’: agents blast client linking
Practitioners declare that they are “sick and tired of doing the ATO’s work” as they spend hours helping clients navigate the complex regime.
Exasperated tax agents have blasted the ATO’s client-agent linking (CAL) as a “ridiculous” regime that has caused wasted hours, lost clients and feels akin to “banging heads against a brick wall”.
Dozens of Accountants Daily readers have taken to the comment section to weigh in following recent reports that the ATO fast-tracked CAL without reaching industry consensus and was now undertaking a review to troubleshoot the process.
“It's a terrible system that wastes so much time,” one commenter said in response to the story, “Blame game erupts over ATO’s client-agent linking”.
“Tax agents are sick and tired of doing the ATO's work. The blame rests squarely with the ATO. Hint: try calling myGovID if you enjoy the feeling of being rejected.”
Readers also shared experiences of struggling to onboard clients due to inadequate resources or support.
“The underlying concern is clients are having a lot of difficulty even with the guidance of tax practitioners on how the onboarding process works,” one said.
Another commenter said the process was particularly troublesome for clients who lacked computer skills or internet access.
“It’s not working, I have a new client, 76 years old, and the previous accountant, also 76, has retired and wants to appoint us as agent. Despite many attempts at helping him, we cannot get connected,” they said.
“Have another client in an area with limited internet not that it would matter as he does not own a computer nor a smartphone. Please explain how you connect him??”
Others described the process as a “serious impediment” to the administration of the tax system. “There has got to be a better and more economical way of achieving this,” one commenter, said, recounting the wasted time they spent “going back and forth with a new client” to no avail.
“Add me to the list of agents who have lost a new client because they can't follow the steps of client-agent linking.”
Some felt tax agents should be reimbursed for the additional workloads after Accountants Daily reported the ATO was paying select businesses $150 for their feedback on the process.
"Tax agents are the ones doing this EXTRA unpaid work just to add the clients to their lodgement lists. PAY US, ATO! I reckon $150 per transfer is about right. Hours of wasted time! What amuses and annoys me in equal proportions is how vulnerable the system is with individual taxpayers who are NOT part of this new and ridiculous linking regime.”
Readers also agreed with comments from Karen Payne, the Inspector-General of Taxation and Taxation Ombudsman (IGTO), who last week criticised the ATO for “over-engineering” the system without industry consultation.
“Another poorly designed and implemented government project,” one commenter said, likening the experience to setting up director IDs in 2022. “Banging heads against a brick wall.”
Some commenters also slammed professional bodies like CA ANZ and CPA Australia for being “missing in action” in advocating for member interests, but the majority took issue with the ATO and its reluctance to change the process in the four months since its introduction.
“I think the best move would be for the IGTO to start a formal investigation now before more damage is done to the relationships between taxpayers and tax/BAS agents, and also between the ATO and everyone else,” one said. “The Tax Office appears to have not made any move to consider changes that make it more user-friendly or workable for those taxpayers with minimal computer skills and technical understanding."
“A defective administration policy needs to be implemented for all government departments or software companies who play in this space. Just as professionals are penalised for errors, likewise these parties should be held accountable. The cost to the productivity of professional businesses and their clients' small businesses is significant,” said another.
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