What are the escalation points for problems with rejected files?
• internal: There are a variety of numbers used by different areas of the office to warm transfer clients to the Technical Helpdesk – for example, x92101 (used by SB CC) or x92185 (used by PTAX CC) • external: 1300 139 373 (7am-12midnight Canberra time Monday – Friday, and some weekends July and October, 8a.m. – 6p.m. for eTAX). • email: technical.help@ato.gov.au For advice on IT strategies for addressing the reasons for file rejection – for example, detecting a virus using the client’s software – contact the Technical Helpdesk. Back What about files that cannot be opened? Some attachments may not be readable by Tax Office software – for example, files established using newer software. These attachments are not rejected and no file attachment error message is sent to the client. This problem is not one that will be addressed by call centre staff. It will be identified by the case officer when they action the case. The case officer will contact the client and request resubmission of the
