How NOT to do customer service by the ATO (Australian Taxation Office)
I am crazy meticulous and punctual with all my dealings with the ATO. Even before I had a business my personal returns were done as soon as possible after the end of the financial year.
I don't want to do the wrong thing at all...even accidentally.
I simply don't have the money to waste of fines from them if I get things wrong. I also don't want to go to jail.
So I am, in all aspects of my life, a very good boy.
However, due to a communications breakdown, my September BAS from last year slipped through the cracks.
Now I am no big fish, so it isn't like Australia would go broke if I didn't pay my measly amount of tax, but as soon as I spotted the mistake I fixed it.
It is important to note that I SPOTTED THE MISTAKE. Not the ATO.
My bookkeeper and I did the missing BAS and also the next one due (ahead of time).
Both were paid instantly on January the 10th.
Yesterday (the 26th of February), I received a nasty letter from the ATO chiding me and making out how great they were for not fining me.
Really? Really ATO?
6 weeks after the BASes were paid and months after NOT sending me a reminder of any kind, I get a nasty letter?!
The ATO has been getting better over recent years but this, quite frankly, stinks.
It wreaks of revenue raising or stand-over tactics, as opposed to actually being helpful (even though they didn't fine me ...this time).
Why, for instance, can they send me a nasty letter NOW, and NOT a reminder months ago?
I also get email reminders ahead of time from the ATO Business Portal but only ever just the one and way before it is due.
Why can't that system send me additional email reminders?
Instead, the first I hear is a nasty letter well after it has all been sorted out and is ancient history.
Sorry ATO, this is a FAIL and you need to lift your game in this regard now too.
It is no wonder so many small businesses disappear...it is just one thing after another.