• Inbox

    Portal correspondence and screen reader software

    Some attachments to messages may not be compatible with screen reader software versions.

    If you receive an attachment within a message that is not compatible with your screen reader software, you can request that it be resent in an alternative format.

    To request an alternative format, contact us on 13 72 86 Fast Key Code 3 3 between 8.00am and 6.00pm, Monday to Friday, for assistance.

    To ensure that you do not experience the compatibility issue in the future, you should specify in your messages that your preference is to receive attachments in an alternative format.

    Mail inbox

    The mail inbox contains messages sent from us, including:

    • replies to messages
    • our initiated messages (Practice inbox only)
    • messages allocated by other staff within your practice
    • automated rejected file messages.

    If you are authorised by your administrator, there are three different inbox views:

    • your inbox
    • another staff member’s inbox
    • the practice inbox.

    If you are authorised by your administrator, you can access other staff members’ inboxes and the practice inbox by:

    • choosing another inbox from the drop down list
    • selecting the Change button.
     

    All inboxes display the following details:

    • received – date that the message was received in the inbox
    • status - message status can be
      • new (unread)
      • read
      • replied
       
    • client – client details
    • subject – link to the message.
    Find out more 

    Accessing portal Mail
     

    Mail inbox – standard user

    From your inbox, you can:

    • view a message
    • allocate a message to another staff member
    • set up email notification to alert you to new mail items sent by us
    • delete a message.
    An alert advising how many unread (new) messages are in your inbox displays at the top of the screen.

    Mail inbox – user with access to all inboxes

    In addition to all the standard user features, you can access other staff members’ inboxes and the practice inbox by:

    • choosing another inbox from the drop down list
    • selecting the Change button.

    You can only view, print and allocate messages.

    A staff member with access to other staff members’ inboxes can access:
    • their own mailbox
    • the practice inbox
    • all other staff members’ inboxes.
    • A message can only be actioned from your own inbox.
     
    From within another staff member’s inbox, you:
    • cannot create a new message
    • cannot reply to a message.
     
    From another staff member’s inbox, select either:
    • Inbox to view your own inbox.
    • New message to send a message from your own mailbox.
    • Sent to view your own sent items.
     

    Find out more  

    Managing your Practice inbox
     

    Mail inbox – practice

    The practice inbox contains our initiated messages sent specifically to the practice.

    From the practice inbox you can:

    • view a message
    • allocate a message to another staff member’s inbox
    • access other staff members’ inboxes or your own inbox by
      • choosing another mailbox from the drop down list
      • selecting the Change button
       
    • set up or change email notification for new items to the practice inbox
    • delete a message.
    A message must be allocated to a staff member’s inbox to be actioned.
    From within the practice inbox, you:
    • cannot create a new message
    • cannot reply to a message.
     

    From the practice inbox, select either:

    • Inbox to view your own inbox.
    • New message to send a message from your own mailbox.
    • Sent to view your own sent items.
     

    View a message

    You can view messages from the inbox and the Sent screen.

    From the inbox you can select the Subject link for the message.

    The View message screen displays:

    • the message contents
    • details about the selected message
    • the status of the message
    • a list of the attachments sent with the message
    • the message history – previous related messages.

    From the View message screen you can:

    • download any attachments from us
    • reply to the message
    • allocate the message to another staff member
    • delete the message
    • view message history.
    Attachments from us are accessed by the Download buttons. The user can view these immediately or save them to their computer.

    If there is a message history, only the three most recent items are shown. Any remaining message history is accessible using either the:

    • Message history – older button
    • Message history – newer button

    Only messages in message history can show a status of Deleted.  

    Allocating a message to another inbox

    You can allocate messages from the inbox and the View message screen.

    From the inbox:

    • choose the checkbox next to one or more messages
    • select the Allocate.
    The Inbox – allocate message screen displays the selected message/s. The drop down list displays all staff members for the practice.

    To allocate the message/s to another staff member’s inbox:

    • choose the staff member from the drop down list
    • select Submit.
    The allocated message/s appears in the other staff member’s inbox as unread (new), even if it has been viewed by the original staff member.

    You cannot allocate a message to a staff member who is not authorised to view the message because it relates to a restricted client.

    Set up email notification to alert you to new mail items sent by us

    You can select the email notification Setup or Change buttons on either:

    • any Inbox screen
    • the New message – enter message details screen
    • the Reply – enter message details screen.

    The Inbox – set email notification screen displays two options:

    • No
    • Yes – email address (default)

    To set up email notification, you must enter the email address in the field box and select the Submit. 

    It is recommended that you set up email notification. You will then receive an automatic email, at your nominated email address, when you receive a message from us in your inbox.
    Delete a message

    You can delete messages from the Inbox and the View message screen.

    You will also be prompted to delete messages when you reach the messaging archive limit of 500 records. When you reach 500 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 475 records.

    From the inbox:

    • choose the checkbox next to one or more messages
    • select the Delete button.
    All message deletions that you make are permanent. We recommend you keep hard copies of all the records you delete for your future reference.

    Replying to a message

    Select the Reply on the View message screen to begin the first step.

    There are three steps to replying to a message:

    • enter the message details
    • check and send
    • receipt and confirmation.

    You can:

    • enter message text of up to 4,000 characters
    • add up to six attachments
    • change contact details
    • set up or change email notification.
    You will only be able to reply to a message by selecting the Reply button in a message viewed from your inbox. 

    The attachment guidelines apply for both new messages and replies. 

    There is no save or spell check function.

    If you have received a rejected file message, you can send the replacement attachment/s in your reply.

    Find out more 

    Mail – further information.

    Back to top

Relying on our information - our commitment to you

We are committed to providing you with advice and guidance you can rely on, so we make every effort to ensure that what we give you is correct.

If you follow our advice or guidance and it turns out to be incorrect, or it is misleading and you make a mistake as a result, we will take that into account when determining what action, if any, we should take.

Some of the advice and guidance on this website applies to a specific financial year. This is clearly marked. Make sure you have the information for the right year before making decisions based on that information.

If you feel that our advice and guidance does not fully cover your circumstances, or you are unsure how it applies to you, contact us or seek professional advice.

Copyright

© Australian Taxation Office for the Commonwealth of Australia

You are free to copy, adapt, modify, transmit and distribute this material as you wish (but not in any way that suggests the ATO or the Commonwealth endorses you or any of your services or products).