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Rhiannon_Mercer(Newbie)Newbie
4 June 2024

Good morning,


Would anyone know why our practice is still receiving a paper mail but also receiving the same letters via our ATO API Software Mail Program. How do I stop the paper copies coming through? I know you can change communication preferences but it doesn't seem to do anything to stop the paper coming through. My client communication preferences were set to client and the address was set to our practices postal address but we were still receiving the copies via ATO API which is fine I'm just trying to understand why the double up.


I have updated the communciation preferences for income tax to practice - what else should I do?

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3 replies
337 views
3 replies

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Most helpful reply

SandraATO(Community Support)Community Support
10 June 2024

Hi @Rhiannon_Mercer


This issue can be due to a number of reasons.

We're slowly moving across to online services, but some legacy systems still send a copy via paper.


  • double check that you've updated your communication preferences for your practice.
  • confirm the communication preference for each client that are receiving duplicate communications
  • and that your clients are set up for digital delivery.

If the problem persists you may need to speak to us.

All replies

Most helpful reply

SandraATO(Community Support)Community Support
10 June 2024

Hi @Rhiannon_Mercer


This issue can be due to a number of reasons.

We're slowly moving across to online services, but some legacy systems still send a copy via paper.


  • double check that you've updated your communication preferences for your practice.
  • confirm the communication preference for each client that are receiving duplicate communications
  • and that your clients are set up for digital delivery.

If the problem persists you may need to speak to us.

EliseB(I'm new)I'm new
20 May 2025

Hi @SandraATO

Despite calling the ATO and scaling the website, there is no clear instructions on how to turn off the postage copies when receiving digital copies via our ATO management software. WE are receiving 100's of mail copies which is a crazy waste of resources. Please advise how to stop this.

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ATO Correspondence - Receiving Paper Copies as well as via ATO API Software | ATO Community