You may be aware that we are focusing more on collecting overdue debt and returns, particularly GST and employer (EMP) debt.
Targeted campaign
We're about to start a targeted campaign aimed at customers with debt less than 12 months old, for clients who have already been through our full billing cycle but have not yet responded. As part of our initiative, we'll be reaching out to them again.
Our approach
There will be 3 steps to our approach.
- We will begin by contacting the customer directly to resolve the debt and any overdue returns, either through full payment or by setting up an instalment arrangement.
- If there is no response, we will leave a message and ask the customer to return our call.
- If the customer does not respond, we will make 1 final attempt to contact them, but we will not leave another message.
If these attempts to make contact do not lead to a positive outcome, our next step will be 1 of the following 2 options.
Our decision support tool, which analyses customer information and provides tailored recommendations to guide our next actions. These may include:
- a pre-approved instalment arrangement – we offer customers a suggested payment plan in myIR, which they can choose to accept or decline.
- a bank deduction – this is recommended when other collection options are not suitable, and allows us to recover the debt directly from the customer's bank account.
Customer visits - our Community Compliance team will be more visible in the community. In some cases, our team will visit customers directly to speak with them about their debt.
You can manage clients’ payments and returns in myIR.
Manage payments and returns for subscribed clients
Related information is on these pages.
I'm struggling to file and pay my tax
Apply for an instalment arrangement
Standard practice statement SPS 21/01 - Deduction notices (Tax technical)
Standard practice statement SPS 18/04 - Options for relief from tax debt (Tax technical)