Hello, my ATO account has been locked for the foreseeable future and I’d like to know when this lock will be lifted. If there’s no way to lift the lock please tell me how to create a new account/TFN so I can have access to ATO online services. Thank you
Hey @Gemma_715,
Unfortunately, if your account has been locked due to having extra security on it, it won't be removed permanently. When you need access to our online services, you'll need to speak to someone in our client identity support centre where they can lift the block allowing you time to access it for a certain amount of time.
You won't be able to a get a new TFN either as once you have a TFN that TFN is yours for life and you can only have 1.
You can read more about protecting your information on our website.
Hey @Gemma_715,
Unfortunately, if your account has been locked due to having extra security on it, it won't be removed permanently. When you need access to our online services, you'll need to speak to someone in our client identity support centre where they can lift the block allowing you time to access it for a certain amount of time.
You won't be able to a get a new TFN either as once you have a TFN that TFN is yours for life and you can only have 1.
You can read more about protecting your information on our website.
@AnitaATO Hi Anita, it’s not appropriate that the “extra security” will never be removed. I need to have quick and easy access to my ATO app for a number of reasons. How can I escalate this? Many thanks
Hello @Gemma_715,
If you have any issues with the extra security or want to know more about it you will need to discuss this with the client identity support centre. They will be able to discuss the situation you are in and will be able to detail what options you have available to you.
How are we meant to discuss this issue with someone from the ATO when we can't get through on the phone lines? is there a direct line for this problem?
Hey @janna123456,
The client identity team is the team you'll need to speak with regarding the security on your account. You will be able to discuss with them the possibilty of having the security removed permanently. They may be able to do so, but they will need to review the record and complete the checks to see if they are able to. They can be contacted directly here.
Hi Gemma,
What ended up happening with your situation?
My account has just been locked and I'm calling the ATO tomorrow.. but am curious about potential outcomes..! Thanks :)
Well this sounds annoying my account was recently locked due to fraudulent activity, I didn't know i wouldnt have access to my linked ato at all. Now i guess i am gonna have to call every time i want to get access which is a pain as i make regular voluntary payments to my hecs fee.
I don't get why we are experiencing the hassle to access our financial information due to a data breach or Fraudulent Activity when after discussing and verifying my TFN and self as being mine - and I have no idea what "activey" has taken place as you won't tell me and only realse lock on account for Hours... Lodged my tax
Said effective date 21st
Now 22nd
Infant check to see if it changed or has been delayed
This is totally unfair and BS imo
@Gemma_715 @janna123456 @rachaellanena @davidtorto @RudyMental79
There are alternatives, one way is to set up a high strength myID so a taxpayer can access their account via online services and does not have to request their account to be unlocked and the other is to request a change of TFN.
When it comes to compromised TFNs the ATO have a number of remedies available to it and one of them is to change a TFN. Under such circumstanes any taxpayer can request a change of TFN and they should clearly state the reasons including the cost and inconvience to themselves and their preference for a change of TFN. Ultimately its the ATO's decision, and anyone does have the right to take if further if they are not satisfied with that decision and that includes taking it to the ITGO.
Compromised TFNs are covered in - PS LA (Practice Statement Law Administration) 2011/8
https://www.ato.gov.au/law/view/view.htm?docid=%22PSR%2FPS20118%2FNAT%2FATO%2F00001%22 Paragraphs 34 to 37
36. Remedial action may include implementing additional security measures for that taxpayer record, or replacing the TFN.
37. In determining what remedial action, if any, should be undertaken, the ATO will consider facts and circumstances such as:
Examples of ATO changing TFN's are in an publicly available ITGO report called - Australian Tax Office: RESOLVING TAX FILE NUMBER COMPROMISE September 2010 (which anyone can obtain online).
Interesting that at the time of the ITGO report, the ATO position on compromised TFNs was to provide a taxpayer with a new TFN
" 1.8 If a TFN is thought to be compromised, the solution recommended is for the person to be provided with a new TFN. The ATO position on compromised TFN situations is that ‘Where the owner of a TFN believes that their TFN has been compromised, or has been advised that it has been compromised, they have a right to have a new TFN issued, irrespective of who was responsible for the breach of security’. "
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