• Frequently asked questions about client account details



    What is a Client Activity Centre (CAC)?   

    How do I know which tax obligations relate to the same activity statement?  

    How do I know which transactions triggered a general interest charge (GIC) amount? 

    How do I know which payment was made for an activity statement? 

    What is a process date? 

    What is the effective date? 

    Does the tax type summary include obligations that were paid? 

    How do I request a refund?  

    How do I request a transfer? (Tax Agent Portal only)  

    Can I request a transfer from one client's account to a different client's account?  

    How do I check that my client’s bank account details are correct?  

    What is an account payout figure?  

    When preparing an annual return, what amount of instalments should be taken into account?  

    Can I see the amounts for activity statement labels?  

    Why is there a difference in the amounts shown on portal reports and the amounts displayed on the Tax type summary and itemised account screen?  

    When will the activity statement I lodged for my client appear on the itemised account?  

    How is the GIC calculated?  

    Can I obtain a year-to-date interest summary?  

    Can I arrange to pay off an amount?  

    Can I make a payment online?   

    What is a Client Activity Centre (CAC)?

    Your client may have more than one account (or Client Activity Centre), related to activity statements.   

     The Client Activity Centre may also be referred to in various systems as:   

    •  Integrated Client Account (ICA)
    • CAC (Client activity centre)
    • a Branch
    •  Activity Statement Account

    Each CAC/ICA will have a three digit account sequence number, for example, 001, 003, 010. However in the portal, if the account number is 001, it is usually not displayed.   

    The ICA provides transaction details from activity statements, as well as payments, penalties and general interest charge (GIC). It also provides pay as you go (PAYG) withholding details lodged electronically by large clients.

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    How do I know which tax obligations relate to the same activity statement? 

    On the Itemised account screen choose the:

    • Process date order – all tax obligations for the same activity statement are grouped under the heading Self-assessed amount(s) for period ended (date).This date is the end of the period that the activity statement applies to. For amended/revised activity statements, all obligations for the same activity statement are grouped under the heading Amended self-assessed amount(s) for period ended
    • Effective date order – each activity statement tax obligation will appear with the period information of the activity statement. For amended/revised activity statements, all obligations are reported with the original activity statement period information. 

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     How do I know which transactions triggered a general interest charge (GIC) amount?  

    On the Itemised account screen you can sort by effective date. The account transactions will be displayed in the order that each amount took effect on the account. The trigger for calculating GIC occurs when the account balance changes to a debit amount (that is, an amount you owe us). GIC is calculated on a daily compounding basis for each day the account is in debit.  For more information, refer to General interest charge (GIC).

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    How do I know which payment was made for an activity statement?  

    Tax accounts are maintained in a running-balance format. Payments are not applied to specific activity statements or tax obligations – they are applied to the balance of the account.

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    What is a process date? 

    The process date is the date a transaction is processed by us - this is the date the transactions are placed onto the account. By sorting the itemised account list by process date, you will be able to view the order that transactions were placed on the account.

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    What is the effective date?

    The effective date is the date the transaction affected the account. For debit amounts, it will reflect the due date; and for payment or credit transactions, it will be the date the payment was received or credit notified. The effective date is used to determine the daily balance and for calculating the GIC. The date allows for weekends, public holidays and permanent extensions. 

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    Does the tax type summary include obligations that were paid? 

    The tax type summary does not reflect payments - it shows net amounts that were reported for each tax obligation, including any revisions or amendments to amounts already reported, and net amounts of assessable and deductible interest. All amounts displayed relate to a client income year or the current income year to date.

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    How do I request a refund?

    A refund request can be made through the portal by selecting the Refund request button located on the client account screens.  

    A receipt number will be issued for the request – record this receipt number by either printing the screen, or writing down the receipt number against your records.  

    The details of the request will be recorded as a secure message in your Mail – Sent items.

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    How do I request a transfer? (Tax Agent Portal only) 

    A transfer request can be made through the Tax Agent Portal by selecting the Transfer request button located on the client account screens. 

    A receipt number will be issued for the request – record this receipt number by either printing the screen, or writing down the receipt number against your records.  

    The details of the request will be recorded as a secure message in your Mail – Sent items. 

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    Can I request a transfer from one client's account to a different client's account?

    You cannot request a transfer of funds from one client’s account to another client’s account in the portal.


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    How do I check that my client’s bank account details are correct?

    You can check your client’s bank account details by navigating to the Client details screen and then selecting the Financial institutions details radio button. The financial institution details currently recorded will be displayed and can be updated if necessary.  

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    What is an account payout figure?

    The payout figure is the amount you need to pay to bring an account balance back to zero. Where appropriate, the payout figure will include an estimate of the GIC payable. Payment of this amount, on the payout date specified, will bring the account balance to zero, unless other transactions are processed in the interim.

    A payout figure can be changed by updating the date field on screen.  

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    When preparing an annual return, what amount of instalments should be taken into account?

    When processing an annual return, we will allow an instalment credit equal to that reported on activity statements. Credit will be given regardless of the payment being made. However, where debit account balances exist, any assessment refund will be offset against these and the remaining balance refunded. The net reported amounts are available on the Tax type summary screen.

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    Can I see the amounts for activity statement labels?

    You can view amount details for activity statement labels by selecting the linked amount beside the Goods and services tax heading on the Itemised account screen – this will take you to an Activity statement summary.  

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    Why is there a difference in the amounts shown on portal reports and the amounts displayed on the Tax type summary and itemised account screen? 

    The amounts displayed in the reports available from the portal are updated weekly. The account details displayed on the Tax type summary and itemised account screen reflects all transactions processed when the screen is viewed. A difference between the two occurs when a transaction has been processed since the reports were last updated. 

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     When will the activity statement I lodged for my client appear on the itemised account?  

    The activity statement amount will appear on the itemised account immediately after successful lodgment of the activity statement.

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    How is the GIC calculated? 

    GIC is calculated on the daily outstanding balance:

    • if there is a link available, you can select the link and the calculation detail will be displayed, or  
    •  if there is no link available, you can send us a secure message by portal Mail

    You can submit a request for remission of GIC by selecting the Refunds/remissions topic in portal Mail.

    You must detail the circumstances that led to the delay in payment, including any action taken to relieve these circumstances or their effects.

    For more information on the GIC refer to General interest charge.

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    Can I obtain a year-to-date interest summary? 

    To obtain a summary of interest paid to and payable for a client, use the Year-to-date interest summary report available from the portal. 

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    Can I arrange to pay off an amount? 

    If your client cannot pay their tax debt on time you can submit a payment arrangement request by selecting the Debt and lodgment topic in portal Mail. 

    You will need to provide details of your client’s financial position, including a statement of assets and liabilities, as well as details of income and expenditure. In addition, provide detail of the steps your client has taken to obtain funds to pay their tax debt, as well as how they will meet future tax debts on time. Your client may be given extra time to pay, or may pay their debt in instalments, depending on their particular circumstances. 

    For further information refer to Help with paying.

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    Can I make a payment online?

    No.  The Payment options details screen displays account information, payment methods and allows you to navigate to the payment slip screen. How to pay provides further information about payment methods.

     

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