SMSFA calls for tracking system to fix 'blackhole' with private ruling applications

"Practitioners have described this as a blackhole. The only method of follow up is persistent phone calls to the ATO, as any follow up correspondence is often not responded to. This is time consuming and unhelpful. Otherwise, tax agents are expected to lodge and wait," it said.

The SMSF Association said tax agents are "often left in the dark, wondering what has happened to the application", particularly where matters are protracted.

"Client’s do not understand this process and find it extremely frustrating. Particularly where matters are time sensitive," it said.

The submission said that implementing a form of tracking system for these applications, along with indicative wait times, would be extremely helpful for tax agents and their clients.

"It would also reduce the amount of time wasted on phone calls by the tax agent and for the ATO," it said.

The submission also highlighted that tax agents do not have visibility of forms lodged or submitted via OSfA or an ability to confirm lodgement completion later.

"The only way to obtain a record is to print a copy of the form when preparing to submit, and a receipt must be generated and printed at the time of processing. Otherwise, the tax agent has no record of the lodgement and no ability to go back and view what has been lodged," it said.

"The ability to recall this information is seen as essential and a weakness of the current system."

The association said the ATO could also make improvements to Practice mail to enable tax agents to receive an email alert for each time mail is delivered to the practice inbox.

"A simple email alert to a nominated email address (or addresses) to check their inbox would be beneficial and greatly assist practitioners," it said.

"Similarly, where an individual has lodged certain prescribed forms, such as private binding ruling or SMSF specific advice requests, and voluntary disclosure documents, the ATO correspondence [should be] directed back to that specific inbox."

The SMSF Association said while it understood the reason for directing any correspondence in response to the lodging party, it noted that the personnel involved in the preparation and lodgement of such technical requests, are not usually involved in the day-to-day administration of the practice’s ATO in-mail.

"This can cause significant delays in mail received being identified by the lodging party," it said.

"Again, a simple email alert would greatly assist in the overall practice management of client matters. An additional feature would be the option for a lodging party to nominate an additional firm contact to also receive notification of mail, such as the main practice inbox."