Working in the ATO
Self-help options
Systems
PORO
Client Focused Service Model
Decision Making
100
The federal civil service of the Commonwealth of Australia.
What is the APS?
100
A tool that allows clients to navigate to specific tax information relating to their tax obligations.
What is the ATO website?
100
A web-based tool that provides a single view of all of the personal, obligation and risk information of our clients.
What is ECP?
100
Process used to confirm authorisation on any received white mail and forms and unstructured messages received through Online services.
What is Correspondence PORO?
100
Described in the ATO Capability Framework as 'Empathises, advocates and delivers products and services that best meet client needs'.
What is Understand?
100
Made up of law, principles, values and a code of conduct.
What is the decision-making framework?
200
The Commissioner of Taxation and Registrar of the Australian Business Registry Services.
Who is Rob Heferen?
200
An automated artificial intelligence - a virtual search assistant - available 24/7 on ato.gov.au.
Who is Alex?
200
The way businesses report and pay their tax liabilities such as GST, PAYGI and PAYGW.
What are business lodgments?
200
A system that provides you with information about the client and their VA status.
What is the Communication Toolbar?
200
Clearly, confidently, and respectfully communicating your message.
What is being assertive?
200
The Australian Taxation Office's core organisational values.
What are the APS Values?
300
The phrase "Get it right for the client every time".
What is the Lodge and Pay Mantra?
300
The default online service for approved SMSF auditors, businesses, and other organisations to engage with the ATO.
What is Online Services for Business?
300
Provides a summary of all transactions on a client's account for a specified period.
What is a Statement of Account?
300
The voiceprint enrolled during an inbound or outbound phone call during the client's natural conversation.
What is a passive voiceprint?
300
Entering into each client interaction in a holistic way, rather than in isolation.
What is Whole of Client approach?
300
A structured way of understanding and improving taxpayer compliance.
What is the compliance model?
400
What is a SMS reminder?
400
Allows individuals and sole traders to manage their tax and super online in one place.
What is ATO online services?
400
Added to an entity's profile in order to change the way automatic processes take effect.
What is an accounting treatment?
400
The process of generating and sending a 6 digit security code in an SMS to a confirmed number in ATO systems.
What is SMS authentication?
400
A belief that is formed outside our conscious awareness that influences how we behave.
What is unconscious bias?
400
It explains the commitments we make to our clients, what we ask of them and the steps they can take if they are not satisfied.
What is Our Charter?
500
A system comprised of a vast array of taxes, duties, levies, charges, schemes, benefits and refunds.
What is the Australian revenue system?
500
The Australian Government's Digital Identity app.
What is myGOVID?
500
A secure medium used to send messages to the ATO.
What is a portal message?
500
An extra layer of security required when there is a higher risk to the ATO or client. Completed by verifying a physical item of proof.
What is Extensive PORO?
500
Listening attentively to a speaker, understanding what they're saying, responding and reflecting on what's said and retaining the information for later.
What is active listening?
500
A record which includes an outline of decisions made during a client interaction, including the reason or justification.
What are quality notes?