ATO Procedures Relating To Actioning Calls From Aboriginal And Torres Strait Islander People And Serious Financial Hardship.

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The ATO released operational guidance (practice procedure) detailing how staff should handle inbound calls from Aboriginal and Torres Strait Islander taxpayers and process them through the dedicated Indigenous Helpline. The document covers call identification using the Genesys system to recognize calls routed through queue CCC_IB_GN_SGI15, specifies that Voice Authentication is disabled for Indigenous Helpline callers at 13 10 30, and provides staff with a standardized script for sensitively confirming Indigenous identity with callers. Additional guidance addresses third-party support arrangements (for clients calling from Services Australia or community offices), cultural considerations, language barriers, and interpreter services. The procedure notes that accessibility alerts can be added to accounts for clients from Indigenous communities. Last updated May 2025, the document emphasizes appropriate protocols for managing this specialized service channel.