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BMonkey(Initiate)Initiate
30 Aug 2023

Having logged my return over 40 days ago, electronically, I am still waiting for it to be issued to me. I have called a number of times, and been advised that it has been escalated to the highest level (that was over 10 days ago) but they can not give me a date as apparently the 'higher ups' have implemented manual checks this year.


If that is the case, why do you not have enough staff to manage the load and what is a reasonable wait time when it has been submitted electronically - via a tax agent mind you? (I didn't even do it myself!)


Why have a status/outcome field if you are not updating that to let individuals know based on your key definitions as outlined below?


  • Balancing account – This involves the potential transfer of funds where there are amounts outstanding for ATO accounts and other Australian Government agencies.
  • Dollar amount/ Nil – This is the outcome of your tax return.
  • Information pending – We are collecting information to help us complete the processing of the tax return.
  • Processing – This can mean we are either:
    • processing your tax return, or
    • issuing your notice of assessment (where an estimated assessment issue date is displayed by clicking the down arrow).
  • Under review – We are manually reviewing your tax return.

If, I have been told multiple times that it requires manual review - should you not update the status to "under review" so at least we are aware of the fact that there is some movement?


It is very frustrating when the standard timeframe is 14 days, with a potential 30-day requirement, yet it is now over 40 days and still no updates or communication as to how much longer one is required to wait.



5,962 views
17 replies
5,962 views
17 replies

Most helpful response

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Subash_14(Enthusiast)Enthusiast
30 Aug 2023

Hi @BMonkey


I have been waiting for more than 45 days for resolution.

They are claiming that the SLA for completion is 90 days from the day on which your receive your audit notification letter.

BMonkey(Initiate)Initiate
30 Aug 2023

Hey @Subash_14,


That's the thing, right - I have not received a notification to say that I am being audited and neither has my accountant. No coms nothing.

The only coms are from me calling to chase where my return is.

Dais01(Enthusiast)Enthusiast
31 Aug 2023

Hey @Subash_14 and @BMonkey,

I lodged on the 3/7 sent into manual review on the 10/7 haven’t heard a thing from he ATO in relation to my lodgement. I put in for priority processing on 2/8 then get told that nothing was put in for priority processing so put in for priority processing again in the 16/8 a week later I get a txt to acknowledge I have applied.. and still nothing!! On the 24/8 I lodge a complaint and guess what a week later and I still haven’t heard a thing what so ever? I have wasted I don’t know how many hours on hold to only get told no one can tell me anything at all - and apparently my returns reached a top level secret dept of the ato that has no phone contact?? If my return is “under review and requires manual processing” why have Centrelink have sent me a bill 6 weeks ago advising that they have received my taxable income from the ATO - if my return is under review how do Centrelink have my taxable income?? I’m not asking to be treated like I’m royalty - I just want to be treated fairly

Liked by Jwhitter568

Most helpful reply

CaroATO(Community Support)Community Support
1 Sept 2023

Hi @BMonkey, @Subash_14 and @Dais01,


I totally get how frustrating this can be.


We've a fantastic article that talks about where is your tax return with heaps of useful information to help you track your return.


Keep in mind, if you're experiencing financial hardship you've the option to request priority processing.

Subash_14(Enthusiast)Enthusiast
3 Sept 2023

Of course we can request priority - yet it seems this also gets "stuck" in the queue along with our "manually reviewed " tax returns.


The service is absolutely deplorable.

Subash_14(Enthusiast)Enthusiast
3 Sept 2023

@Dais01 I also lodged a complaint on 17 August , waited 2 weeks , then called and after an hour on the phone was also told the case officer reviewing my case cannot be contacted.

This is after being told, in July, that he was away on leave until 22 August by his supervisor, who was also going on leave for a week.


I cant decide whether the ATO or Qantas offers the worst services in Australia!

@Dais01 ,@BMonkey I am seriously starting to consider what legal actions are available to us.

waitgtoolong(Newbie)Newbie
3 Sept 2023

was wondering if their is a maximum time limit the ato can keep our refund before we can take matters further! did my tax 1st July, got a txt 31st July saying needs manual processing, called about 10 times, we have escalated it etc last time was told it should be processed by the 7th September, the wait is on. Had to lend money to pay my car rego for a straight forward tax return. It's beyond a joke, im in the que for manual processing but that can't tell me where in the que

Subash_14(Enthusiast)Enthusiast
3 Sept 2023

@waitgtoolong Apparently it can take up to 90 days for it to be completed (however none of this is noted on the ATO websites), and this is 90 days from which you receive the audit letter.


I do wonder what our legal rights are in this regard.

The service from ATO has been positively deplorable.

BMonkey(Initiate)Initiate
4 Sept 2023

@Subash_14 hahaha - for once I think Qantas might provide better service than the ATO at the moment! LOL

@waitgtoolong @Dais01 @Subash_14

At least you have received a text or a letter to let you know. I have received NOTHING, and on top of that when I speak to the call centre (when I finally get through that is) they tell me everything is in order and it just needs to be signed off. That it is at the highest priority level and to allow them 7 days.

So you allow for 7 days, call back, they tell you the same thing, but they will escalate again. Allow for 7 days, you wait again. How many 7 days do they need?


How can a simple sign-off take over 7 weeks, rather than the 7 days you are advised of - I agree with you all that it is a joke.


Then we have CaroATO respond and send us an article that we can already look up and read for ourselves, but provides us with no context or information. It's just a generalised article that is there an easy way out.


I have been told I can make a complaint, however, the complaint timeframe can take up to 60 days - [Removed by moderator]!!!!



nezjnr(I'm new)I'm new
27 Sept 2023

I have been waiting since July 18, so 71 days so far sitting on under review, with no communication at all...


Love the confirmation email though:

"We will let you know if it's going to take more than 4 weeks to finalise your lodgment."

clivemak(Initiate)Initiate
21 Dec 2023

Try 93 days. I submitted my return Sept 20. I did ring once only to be told "sorry but cannot find why your return is taking so long". My return is a simple one. It would be nice to know if I have done something wrong. But so far, apart from my phone call I have had no contact from the ATO

YianaATO(Community Support)Community Support
21 Dec 2023

Hi there @clivemak


What is the status of your return when you check it on myGov?


We've a fantastic article where is your tax return with useful information on what each status means and how to track your return. If we need more information we will call you, but calling us won't speed up the processing of your return.


If you're experiencing financial hardship, you can request priority processing.



clivemak(Initiate)Initiate
5 Feb 2024

137 days since submitting my return. Granted Christmas break was in there, but still. Seems I am not alone with this problem. Be nice to have some form of contact. I do wonder if the ATO review teams realise how much stress they are causing people like myself by not communicating with us. Certainly caused me some stress by just not knowing what is going on.

rvd4657(Initiate)Initiate
25 Jan 2024

@BMonkey I have submitted my return as of 01/07/2023 and have been sitting in review ever since. No communication from the ato at all, nothing to let me know it was going to take long and no updates or anything. Everytime I call I get the same it’s been assigned to a review team you will receive a call from the review team within 2 weeks. I find it extremely hard to believe they have been sitting looking at my return for almost 6 months and haven’t reached out to ask me a question about my return once absolutely appalling service on the ato’s behalf.

Claire790714(Newbie)Newbie
2 Mar 2024

Dear ATO,

I hope this letter finds you well. I am writing to express my concern regarding the delay in receiving my tax refund. As a taxpayer, I have always strived to fulfill my obligations promptly, and I believe it is fair to expect the same level of efficiency from the Australian Taxation Office.

It has now been over six months since I filed my tax return, and despite the considerable passage of time, I have yet to receive any communication or updates regarding the status of my refund. This delay has caused me significant inconvenience and financial strain, as I had anticipated the refund to assist with various expenses.

I have taken all necessary steps to ensure that my tax return was accurate and complete, and I have diligently followed up on the progress of my refund through the online portal. However, the lack of resolution or even acknowledgment of the delay has left me feeling frustrated and disillusioned with the taxation process.

I kindly request that you investigate the matter promptly and provide me with a detailed explanation for the delay. Additionally, I would appreciate regular updates on the progress of my refund and a realistic timeframe for when I can expect to receive it.

I understand that the Australian Taxation Office handles a vast number of tax returns each year, but I trust that my case will be given the attention it deserves to ensure a swift resolution. Timely communication and transparency regarding the status of my refund are essential in restoring my confidence in the taxation system.

Thank you for your attention to this matter. I look forward to your prompt response and the resolution of this issue.

Sincerely,


Claire Lin

pineapplemoney(Master)Master
4 Mar 2024

I could guess that somewhere along the way your personal info may have been compromised that may be what is holiding it up. You are best to call to see what is going on, an anonymous forum is not going to be able to give you updates. I have read that they contact you if they need any more info.

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Is anyone else still waiting for their 2022 - 2023 Tax return after 40 days plus? | ATO Community