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The Tax Office has developed a framework aimed at better supporting people experiencing vulnerability when they interact with the tax system.
ATO issues draft vulnerability framework for consultation
13 June 2025
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8 minute read
The ATO has issued a draft vulnerability framework for consultation which will guide the ATO's approach to supporting people experiencing vulnerability.
The framework is underpinned by six guiding principles. The ATO said that some of the guidelines are focused on how the ATO treats people while others guidelines are focused on how its operations are designed.
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The six principles include equity and fairness, accessibility and inclusion, empathy and compassion, transparency and accountability, privacy and data security and continuous improvement.
"We are committed to understanding barriers that prevent people from meeting their tax obligations and accessing entitlements," the ATO said.
"While the outcome of our decisions under the law may not change for a taxpayer experiencing vulnerability, our principles aim to create a respectful and supportive environment offering tailored support, where we can.
"This may not mean the same approach or same experience for everyone. We strive for the right approach that delivers the right outcome."
The framework also includes four core focus areas which include support, design, staff and services.
The ATO outlined in the draft framework that providing appropriate support to taxpayers was essential for fostering trust, ensuring compliance, and creating an environment where people feel safe to disclose their personal circumstances.
"By clearly communicating the types of support available and removing barriers to effective engagement, we strive to provide better support in all situations," it said.
"Tailored support might look different depending on the situation. This could include approaches like offering flexible options where possible, explaining information clearly, or referring someone to another service for help.
The ATO said it would also more consider people experiencing vulnerability when designing its services, and the support people will need to access those services, including its services to relevant partners.
The Tax Office said it would also ensure that its products, services and support options are accessible, safe, and effective begins with their design.
"By considering the needs of all users, especially when designing digital products, we can continue to make them inclusive and easy to use, reducing potential barriers to access," it said.
The ATO also plans to empower its staff to engage empathetically and make decisions aligned with the ATO's guiding principles by providing them with the necessary information, tools, resources and support.
"Supporting people well takes time, care, and the right tools. We’ll make sure staff have guidance, leadership, and team support to help put this Framework into practice," it said.
Commenting on the framework, ATO assistant commissioner Rob Thomson said the ATO understands that everyone's situation is different, and that sometimes people need a little bit of extra help in meeting their tax obligations.
"That's why we have developed the ATO Vulnerability Framework, a guide to improving how we support people experiencing vulnerability," said Thomson.
"It's our job to collect tax so the government can provide essential services like healthcare, education and roads. Our goal is to make sure that everyone can meet their tax obligations, and whilst we still have a job to do, we can provide the support needed for all taxpayers."
Thomson said the ATO is seeking feedback on the proposed framework from the people it is intended to support, as well as their advocates and the community.
"Your input will help us understand different perspectives, identify anything we've missed and ensure that the Framework is helpful in real-world situations," said Thomson.
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