澳大利亚税务人员谴责ATO服务失败,理由是等待时间长、建议前后不一致、工作人员未经培训,尽管ATO声称情况有所改进。 Australian tax agents condemn ATO service failures, citing long waits, inconsistent advice, and untrained staff, despite ATO claims of improvement.

澳大利亚税务人员正在批评澳大利亚税务局不断处理的客户服务问题,包括等待时间长、咨询意见前后不一以及税务知识有限的工作人员。 Australian tax agents are criticizing the ATO over ongoing customer service issues, including long wait times, inconsistent advice, and staff with limited tax knowledge. 税务监察员Ruth Hill进行的审查发现,代理商常常面临向依赖脚本的缺乏经验的承包商转移,导致冗长、未解决的电话和相互矛盾的信息。 A review by Tax Ombudsman Ruth Hill found agents frequently face transfers to inexperienced contractors who rely on scripts, leading to lengthy, unresolved calls and conflicting information. 尽管在2025年接听了890万通电话,通过代理线路接听了110万通电话,但工作人员高更替率和向一般公共线路的复杂查询,使服务状况恶化。 Despite handling 8.9 million calls in 2025—over 1.1 million through the agent line—high staff turnover and routing complex queries to general public lines have worsened service. ATO承认关切,承诺改善反应时间透明度和质量控制,注意到正式投诉减少,但监察员表示失望,该机构不会优先安排代理人向经验更丰富的工作人员打电话。 The ATO acknowledged concerns, pledged to improve response time transparency and quality controls, and noted fewer formal complaints, but the ombudsman expressed disappointment the agency would not prioritize routing agent calls to more experienced staff.