Frequently Asked Questions

Here are some of our most frequently asked questions.

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The ATO’s service commitment for processing returns is usually up to 14 business days. If the ATO’s information differs from the tax return information, any refund will likely take longer to receive.

Each year, the ATO will randomly select a sample of returns to perform manual calculations and ensure their systems pick up all the correct information. This is not an audit. In these instances, it can take up to 30 calendar days. If your return is randomly selected, we will notify you that your refund will be delayed.

We cannot take any follow-up action until the 30 calendar days have passed. Once the 30-day timeline has passed, we can call to chase up the status of your return. If we receive the notification that your return has been completed prior to the 30 days, we will follow our usual process to get your refund to you as soon as it is transferred to us.

Your Tax File Number can be found on documents you have received from the ATO. We are working hard to ensure that all our clients have a communication from the ATO (like a Notice of Assessment) available to them through their secure client portal.

It is our preferred method to share sensitive information with you as this mitigates opportunities for identity thieves and scammers.

If you have logged into your client portal and have been unable to find a document available, please feel free to send a message through the portal, email, or call, and we will provide one for you.

Pay As You Go (PAYG) instalments are, unfortunately, something we have little control over. They are automatically triggered when an individual meets a certain set of criteria within the ATO’s system.

When an individual had a tax payable result the previous year, the ATO uses that information to calculate the approximate tax liability for the following year. If their projected liability is deemed large enough, the amount is divided into instalments to be paid off over the year.

The actual tax liability is worked out at the end of the income year when the accountant prepares the tax return. PAYG instalments that have been paid are credited against the tax assessment to determine if the individual owes more tax or is owed a refund of some of the paid instalments.

The easiest way to manage your PAYG instalments is by using the ATO’s online services. You can view, lodge, pay, vary and manage all your PAYG instalment obligations in one place. All you need is a myGov account linked to the ATO. If you don’t have a myGov account linked to the ATO, you can create one at

Tags: ATO, PAYG, Tax Return

Can’t find the answer you are looking for? Feel free to contact our office.