What to say when you call the ATO about a debt

A simple script for the call

After the identity check, the officer will ask how they can help. Use short, honest sentences:

1. State the reason. "I've received a letter about an overdue amount and I want to deal with it." If you have a letter, quote its date and title. Our ATO letters guide tells you what each one is called.
2. Ask for the full picture. "Can you tell me the total balance, which accounts it sits on, how much of that is interest and penalties, and whether anything is unlodged?"
3. Ask whether anything formal has started. "Has a garnishee notice, director penalty notice or notice of intent to disclose been issued?" This matters because those carry deadlines that a payment plan does not stop.
4. Make your offer. "I can pay $X per month starting on date Y. Can we set that up now?" Lead with a number you can keep, not the biggest number you can imagine.
5. Ask about interest. "Can I request remission of the general interest charge? Here is why it built up."
6. Close with confirmation. "Can you confirm the plan details and send them to my myGov inbox, and give me a reference for this call?"

Things that help, and things that hurt

Helps:

• Lodging anything outstanding first, or at least saying when you will. The ATO rarely agrees to a plan while returns or BAS are missing.
• A realistic monthly figure. Two defaulted plans in 12 months closes the online channel, so a smaller plan you keep beats a big one you break.
• An upfront payment, even a small one, on the day. It is not compulsory but it signals engagement.
• A short, factual reason for the debt: illness, a lost contract, a customer who did not pay.

Hurts:

• Arguing about whether you should owe it. If you dispute the amount, say so calmly and follow the dispute process separately.
• Agreeing to a plan you already know you cannot afford just to end the call.
• Not mentioning that the ATO already has a plan in place or that a direct debit failed. They can see it anyway.

If the call does not go your way

The officer may say your proposal is too long or too low. Ask what would be accepted, and ask whether a plan over a longer period is possible with a larger upfront amount. If the answer is still no, you can end the call, adjust, and try again; nothing on a phone call is final. Our page on rejected payment plans covers what to do next.

Debts over $200,000 cannot be set up online and usually need a fuller conversation about capacity to pay, sometimes with financial statements. That is the point where many people bring in a tax agent or a specialist, because the ATO responds to a well-prepared proposal. Our payment plan guide explains what the ATO looks for, and GIC remission shows how to put a written interest request together after the call.

What to do next

1. Lodge anything outstanding, or know when you will, before you call.
2. Call 13 11 42 with your TFN or ABN, your balance from myGov, and a monthly figure you can keep.
3. Ask for a payment plan and GIC remission on the same call, and get the details sent to your myGov inbox.

More questions: 11 Calls, texts, letters and scams questions answered · Full guide: ATO letters & notices