Dear reader,
Hereby I'd like to address a problem I have in the process of linking my ATO and MYGOV account (in order to lodge my tax return). Since the bank account and superannuation details in the online portal of ATO were not matching the records, I needed to call the customer service to verify it and obtain a linking code. We verified my name, date of birth, bank account, superannuation account and a couple of payslips. So far, so good.
But: when trying to verify my passport document number the system gave an error. It was not completely clear what the error was. According to the customer service agent it probably had something to do with the validity of the passport or with the number/letter combination of the document number (maybe it was put in wrong). The passport is still valid (for a couple of years) and we checked the document number multiple times without finding the potential problem. I don't have an Australian driver license, Medicare or any other document to verify my identity.
I was in Australia on a Working Holiday Visa (417) and I'm currently not in Australia due to some circumstances back home, even though my visa is still valid until November.
Still, I wouldn't think that not currently being in Australia would be a problem. It would be strange if people leaving Australia before the end of the fiscal year wouldn't be able to lodge a tax return.
Just to be sure I also checked the document number of my passport on the visa grant notification. The document number is correct here as well.
The customer service agent tried to help me, but in the end she told me there was nothing else she could do. If the passport can't be verified, I won't be able to lodge my tax return. She thought maybe I should check with the Department of Home Affairs, but I'm not really sure if this is going to help (or who to contact). Besides, It already cost me a lot calling with ATO since I'm calling from abroad. The first time there was a problem with the system (so they couldn't help me) and the second time it took me more than an hour in the waiting line. Of course it is my choice to call, but I really hope there is someone here that can help me or point me in the right direction. I tried to be as specific as possible and as far as I know there are no more (other) details/information I can provide.
So, my question is: How is it possible that my passport can't be verified and is there someone here that can help me with this problem?
Are there perhaps other ways to verify my identity? Is it maybe possible to send a copy of my passport so it can be put in the system again? Or should I contact the Department of Home Affairs (if that's the case, which department/phone number/mail etc.)? I really can't believe there would be no way to fix this problem. I'm really grateful if someone can help me or point me in the right direction.
Thanks in advance
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