• Mail - further information


    Portal messages and screen readers 

    Inbox, New message and Sent items 

    Message subjects 

    View a message 

    Download an attachment 

    Print correspondence with ATO branding 

    Set up email notification 

    Delete a message 


    The Mail function allows you to send enquiries to us on a number of messaging subjects. A subject expert will reply to your message in accordance with our commitments to service.

    Mail also allows you to keep track of and manage enquiries. You can even choose to receive an automatic email that lets you know when we have replied to your enquiry.

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    Portal messages and screen reader

    Some message attachments may not be compatible with some screen-reader software.

    If you receive an attachment that is not compatible with your screen reader, you can ask us to re-send it in an alternative format.

    To request an alternative format, phone us on 13 72 86 Fast Key Code 3 3.

    To prevent the issue in future, you should specify in your messages that your preference is to receive attachments in an alternative format.

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    Inbox, New message and Sent items

    Mail consists of three views to help you manage all your mail functions.

    When you select Mail from the left menu, you are taken to your inbox by default. You can then access other mail functions at any time by selecting one of the following sub-options:

    Inbox - contains all messages you have received from us.
    New message - allows you to send a new message to us.
    Sent - displays all messages you have sent to us (including allocated messages, online forms, and transfer and refund requests).


    There are three different views of the inbox:

    • your inbox
    • another staff member’s inbox
    •  the practice inbox.
    To access other staff members' inbox or practice inbox:
    • choose an option from the drop down list,
    • select Change 
    If you are a standard AUSkey user, you must be authorised by your administrator.  Your administrator will be able to arrange this functional authorisation through Access Manager.
    New message

    New message allows you to send an enquiry to us on a range of subjects.

    There are five steps to sending a new message:

    • select subject
    • choose client
    • enter message details
    • check and send
    • receipt and confirmation.
    Sent items

    The Sent items screen is a list of all messages that you have sent or allocated to another staff member.

    It displays copies of:

    • messages sent to us
    • refund and transfer requests
    • online forms, including submitted private rulings applications, objections and further information
    • messages allocated to other staff members.

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    Messaging subjects

    There is a two-part process to help you select the most appropriate message subject for your enquiries:

    select topic – select the topic link to display a list of message subjects
    select subject – a list of the message subjects for the topic is displayed.

    Selecting the most relevant topic and subject for your enquiry will ensure we respond in a timely manner. We recommend you send a separate message for each query.



    Use the Online forms function to submit any online forms including:

    • Tax practitioner services referral form  
    • ELS password reset.
    If you want to request an account refund or account transfer, use the links provided on the Account details screen.

    Use Client accounts to view client account balances, transactions and summary information.

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    View a message

    You can view messages from the Inbox and the Sent items screen.

    To view a message, 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.

    When you view an inbox message, there are three possible statuses:

    • new
    • read
    • replied.

    When you view a sent item, there are two possible statuses:

    • sent
    • allocated.

    From the View message screen you can:

    • download any attachments from us
    • reply to a message (only from your inbox)
    • provide further information (only from your inbox for private ruling applications and objections)
    • allocate to another staff member
    • delete a message
    • view a message history
    • view a print-friendly version of the page.

    Attachments from us are accessed by the Download buttons. You can view these immediately or save them to your computer.

    If there is a message history, only the three most recent items are shown.

    Any remaining message history is accessible using the:

    Message history – older button, or
    Message history – newer button.

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

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    Download an attachment

    Messages from us or allocated from other staff members may contain attachments.

    These attachments can be accessed when you select the Download button.

    You can:

    • view these immediately, or
    • save them to your computer:
      • by downloading to a nominated folder on your computer, or
      • in the ‘temporary internet files’ on your computer when you view the attachment.

    You will also need the following free programs to view downloaded files from us:

    • for .pdf files - Acrobat Reader (version 5 or later),  download, and
    • for .doc files - Microsoft Word viewer, download

    You should access the portal only from computers: 

    • to which you have exclusive use, or
    • that you share under the following conditions:
      • the computer is configured for multiple users
      • each person has a unique security credential
      • other users are individuals you can trust.



    You should ensure appropriate security of the information you save or print from the portal.

    You can get addition help from:


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    Portal correspondence with ATO branding

    When you print ATO correspondence from the portal, our logo, letterhead and other branding may not be visible.

    To ensure that any ATO branding displays when you print a document from the portal:

    • select File 
    • select Print 
    • select Options, and
    • choose the Drawing objects checkbox under the 'Include with document' heading.

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    Set up email notification

    Email notification is a useful way of being alerted to new portal messages from us. 

    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.

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

    • Inbox 
    • New message – enter message details 
    • Reply – enter message details.

    The Inbox – set email notification screen displays two options:

    • No, and
    • Yes – email address (default).

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

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    Delete a message

    You can delete messages from the Inbox, Sent items and View message screens. 

    You will also be prompted to delete messages when you reach the messaging 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 until you have deleted old messages.

    When you reach 230 records, you will receive a warning that you are reaching your limit.

    From the Inbox and Sent items screen:

    • choose the checkbox next to one or more messages,
    • select Delete 

    All message deletions that you make are permanent. We recommend that you keep hard copies of all the records that you delete for your future reference.

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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.


© 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).