• Mail

    ‘Mail’ allows you to make an enquiry to the ATO for a number of mail topics. We will reply to your message in line with the taxpayers’ charter service standard.

    ‘Mail’ allows you to keep track of and manage enquiries. You can choose to receive an email telling you the ATO has replied to your message.

    Two views – inbox and sent items

    When you select the ‘Mail’ link in the left navigation bar, you will see one of two views:

    • the ‘Mail - inbox’ view contains all the messages you have received from the ATO, and is the view you will see when you go to ‘Mail’ for the first time in a session
    • the ‘Mail - sent items’ will display all the messages, online forms and transfer and refund requests you have sent to the ATO.

    To switch between the views, simply select either the ‘Inbox’ or ‘Sent items’ link at the top of the page.

    In ‘Mail’ you can:

    Deleting messages

    When you are viewing a message, you can choose to delete it. Alternatively, you can delete messages from the ‘Mail’ screen.

    You will also be prompted to delete messages when you reach the Mail archive limit of 250 records. When you reach 250 records, you will not be able to send any more messages, online forms, transfers or refund requests.

    You will receive a warning that you are reaching your limit at 230 records.

    All message deletions you make are permanent. We recommend you save copies of the records you delete for your future reference.

    Step 

    Action 

    Result 

    Select ‘Mail’ in the left navigation menu.

    The ‘Mail – inbox’ screen or the ‘Mail – sent items’ screen is displayed.

    Select the check box beside one or more messages.

     

    Select the Delete button.

    The ‘Delete confirmation’ screen is displayed.

    Select the Yes button to confirm that you want to delete the message.

    The ‘Mail – inbox’ screen or the ‘Mail – sent items’ screen is displayed. The deleted messages are not displayed.

    Select the No button to cancel the deletion.

    The ‘Mail – inbox’ screen or the ‘Mail – sent items’ screen is displayed. The messages are still displayed.

    Replying to messages

    You can reply to the messages the ATO has sent you. These messages are listed on the ‘Mail – inbox’ screen.

    Step 

    Action 

    Result 

    Select ‘Mail’ in the left navigation menu.

    The ‘Mail – inbox’ screen or the ‘Mail – sent items’ screen is displayed.

    Select the ‘Inbox’ link.

    The ‘Mail – inbox’ screen is displayed.

    Select the ‘Message topic’ link and select the Reply button,
    Or
    select the checkbox beside the message and select the Reply button.

    The ‘Reply to message’ screen is displayed.

    Type your reply in the ‘Message box’.

    You can:

    • enter message text up to 4,000 characters
    • add up to six attachments.

    The maximum file size allowable is 4mb

    Acceptable file types are: .doc, .pdf, .rtf. .xls, .tif, .jpg, .zip, bmp, .mpp, .ppt, .png, .gif

    Select the Next button.

    The ‘Confirmation and contact details’ screen is displayed.

    Optional: Select the Set email notification button.

    You can choose to receive or not receive an email notification when we reply to your message.

    Enter your contact details.

     

    Optional: select the Change details button if you want to change the message text.

    The ‘Reply to message’ screen is displayed featuring your message. You can now change any of the details.

    Select the Next button to get the ‘Confirmation and contact details’ screen. You will need to re-enter your contact details.

    Select the Submit button.

    The ‘Receipt’ screen is displayed with a reference number.

    10 

    Optional: Select the Printer-friendly version button.

    The ‘Reply to message’ screen is redisplayed in a new window session. It does not have the left navigation bar.

    To print the message, select the printer icon in your browser menu or select ‘Print’ from the ‘File’ menu.

    To close the window, select the X in the top right corner, or select ‘Close’ from the ‘File’ menu.

    You should now see the ‘Reply to message’ screen with the left navigation bar

    11 

    Select the Complete button.

    The ‘Mail – inbox’ screen is displayed.

    The message will be listed on the ‘Mail – sent items’ screen. Select the ‘Sent items’ link to switch views.

    Sending a new message

    To ensure we respond to your message in a timely manner, select the relevant message topic. We recommend you send a separate message for each query.

    You must complete your message and submit it prior to navigating out of ‘Mail’ as there is no save function.

    You will be timed out of the portal after 20 minutes of inactivity and the changes you have made to that message will not be saved.

    Step 

    Action 

    Result 

    Select ‘Mail’ in the left navigation menu.

    The ‘Mail – inbox’ screen or the ‘Mail – sent items’ screen is displayed.

    Select the New message button.

    The ‘New message’ screen is displayed.

    Select a message topic from the drop down list.

     

    Type your query in the ‘Message box’.

    Limit your query to the topic for a faster response.

    You can enter up to 4,000 characters in your query.

    There is no spell check facility available.Add an attachment - follow the guidelines so your file isn't rejected.

    There is a limit of six attachments per message.

    The maximum file size allowable is 4mb

    Acceptable file types are: .doc, .pdf, .rtf. .xls, .tif, .jpg, .zip, bmp, .mpp, .ppt, .png, .gif

    Select the Next button.

    The ‘Confirmation and contact details’ screen is displayed.

    Optional: Select the Set email notification button.

    • If you want to receive an email notification:
      • choose the Yes radio button
      • enter your email address
      • select the Submit button.
       
    • If you don’t want to receive an email notification:
      • choose the No radio button, and
      • select the Submit button. 
       
     

    The ‘Set email notification’ screen is displayed.

    The ‘Confirmation and contact details’ screen is displayed.

    A message will appear at the top of the screen to confirm your choice.

    Your choice will be used for all future messages until you change it.

    Enter your contact details.

    The contact name will appear on the ‘Mail - inbox’ and ‘Mail – sent items’ screens.

    Optional: select the Change details button if you want to change the message text.

    The ‘New message’ screen is displayed with your message. You can now change any of the details.

    Select the Next button to get the ‘Confirmation and contact details’ screen. You will need to re-enter your contact details.

    10 

    Select the Submit button.

    The ‘Receipt details’ screen is displayed with a reference number.

    11 

    Optional: Select the Printer-friendly version button.

    The ‘Receipt details’ screen will be redisplayed in a new window session. It will not have the left navigation bar.

    To print the receipt, select the printer icon in your browser menu or select print from the ‘File’ menu.

    To close the window, select the X in the top right corner, or select close from the ‘File’ menu.

    You should now see the ‘Receipt’ screen with the left navigation bar.

    12 

    Select the Complete button.

    The ‘Mail – inbox’ screen or the ‘Mail – sent items’ screen is displayed.

    The message will be listed on the ‘Mail – sent items’ screen.

    Viewing messages

    To view and sort a list of messages: 

    Step 

    Action 

    Result 

    Select ‘Mail’ in the left navigation menu.

    The ‘Mail – inbox’ screen or the ‘Mail – sent items’ screen is displayed.

    All the messages are initially listed in date order from to the most recent to the oldest.

    Optional: select the inbox or sent items link to switch views.

    To sort the messages, select the link in the table heading row. The messages can be sorted by:

    • receipt number order
    • date order
    • to or from order, or
    • message topic order.
     

    The messages are sorted by the selected link. They will appear in ascending/descending order.

    Each time you return to ‘Mail’ during the same session, the messages will be sorted using your chosen sort order.

    To resort the messages select the link in the table head row.

    To view a message:

    • select the ‘Message topic’ link, or
    • select the checkbox beside the message and select the View message button. 
     

    The ‘View message’ screen is displayed.

    You can read the details of the message.

    Optional: To view the next message, select the Next message button.

    The ‘View message’ screen is displayed with the next message on your (sorted) list.

    Optional: To view the previous message, select the Previous message button.

    The ‘View message’ screen is displayed with the previous message on your (sorted) list.

    To view a particular message:  

    Step 

    Action 

    Result 

    Select ‘Mail’ in the left navigation menu.

    The ‘Mail – inbox’ screen or the ‘Mail – sent items’ screen is displayed.

    All the messages are initially listed in date order from to the most recent to the oldest.

    • Select the ‘Message topic’ link then:
    • select the History button,or
    • select the checkbox beside the message and press the View message button.
     

    The ‘View message’ screen is displayed.

    Select the History button.

    The ‘View history’ screen is displayed.

    You can read the original message, or online form, and the subsequent replies from the ATO and yourself.

    You cannot change the text in the history.

    Optional: select the Printer-friendly version button to print a hard copy.

    The ‘View history’ screen is redisplayed in a new window session. It does not have the left navigation bar.

    To print the history, select the printer icon in your browser menu or select print from the ‘File’ menu.

    To close the window, select the X in the top right corner, or select close from the ‘File’ menu.

    You should now see the ‘View history’ screen with the left navigation bar.

    Optional: Select the Delete button to delete the message.

    The ‘Delete confirmation’ screen is displayed. You may:

    • select the Yes button to confirm the deletion, or
    • select the No button to cancel the deletion.

    The ‘View message’ screen will display the next (sorted) message.

    Optional: Select the Return to Mail button to view the message list.

    The ‘Mail – inbox’ or ‘Mail – sent item’ screen is displayed.

    Submitted files with your private ruling application, objection or further information online form may fail to transmit successfully. Should any of the attached files be rejected, a message will be sent to your ‘Mail – inbox’. The message will identify the rejected files and give reasons for rejection. Rejected file messages will usually appear in your ‘Mail – inbox’ within a few minutes of submission. Some may take up to 72 hours.

    You will not receive a message when all attachments transmit successfully.

    To view a message from the ATO about rejected files attached to a private ruling application, objection or further information submission:

    Step 

    Action 

    Result 

    Select ‘Mail’ in the left navigation menu.

    The ‘Mail – inbox’ screen or the ‘Mail – sent items’ screen is displayed.

    Select the ‘Inbox’ link to display the messages you have received from the ATO.

    All the messages are initially listed in date order from newest to oldest.

    Select the ‘Message topic’ link for the online form submitted,

    or

    select the checkbox beside the message and select the View message button.

    The ‘View message’ screen is displayed.

    The message field will advise you of the rejected files and give reasons for the rejection.

    Optional: select the Provision of further information button to resend the files.

    The ‘Further information – application details’ screen is displayed.

    You can view the contact and client details of the online form that was rejected.

    Select the Next button if you are ready to resubmit your rejected files. You will be taken to the ‘Further information – details’ screen where you can attach and submit the correct files.

    Select the Back button to return to the ‘View message’ screen.

    Optional: select the Printer-friendly version button to print a hard copy.

    The ‘View message’ screen is redisplayed in a new window session. It does not have the left navigation bar.

    To print the message, select the printer icon in your browser menu or select print from the ‘File’ menu.

    To close the window, select the X in the top right corner, or select ‘Close’ from the ‘File’ menu.

    You should now see the ‘View message’ screen with the left navigation bar.

    Optional: Select the Delete button to delete the message.

    The ‘Delete confirmation’ screen is displayed.

    Select the Yes button to confirm the deletion,

    or

    select the No button to cancel the deletion.

    The ‘View message’ screen will display the next (sorted) message.

    Optional: Select the Return to Mail button to view the message list.

    The ‘Mail – inbox’ or ‘Mail – sent item’ screen is displayed.

    To resend a rejected file attachment:  

    • correct the file, open the rejected file message from your Mail inbox and select the Provision of further information button, or
    • send a paper copy of the file to the facsimile or postal address given in the private ruling or objection application form located on www.ato.gov.au. Include your Portal receipt number with the paper file. You can access the application forms from the links in the private ruling and objections start page.

    The portal can accept files of up to 4mb each in .doc, .rtf, .xls, .tif, .png, .jpg, .gif, .zip, .mpp, .ppt, .pdf and .bmp formats. To improve success we recommend formatting image files in black and white with 200 dots per inch resolution, ‘zipping’ large documents and compressing images.

    Reason rejected 

    Cause 

    How to correct 

    Virus detected

    The file was found to be infected with a virus, Trojan, malicious code or malware.

    Send an unaffected file by selecting the Provision of further information button.

    Unable to open

    The file was empty - 0kb .

    A file must contain information regarding your application. Send a new file by selecting the Provision of further information button.

    File type is unacceptable

    Unacceptable file type.

    The portal can accept files of up to 4mb each in .doc, .rtf, .xls, .tif, .png, .jpg, .gif, .zip, .mpp, .ppt, .pdf, and bmp formats. Send a file of an acceptable file type by selecting the Provision of further information button.

    File corrupt

    The file contents have been corrupted. The file was unable to be opened.

    Re-attach a non-corrupted file by selecting the Provision of further information button.

    See also:  


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