Dear Australian Taxation Office,

This is a valid request under the FOI Act. Please process it accordingly.

I refer to a submission made to the current Senate inquiry into bargaining in the APS. One of your employees states the following in their submission:

"The ATO has a policy of turning off the IVR if there is a danger of statistics not being reached. This dishonest and abhorrent policy is extremely poor service and frustrating for clients. If it looks like the required statistic is not going to be met, the IVR is turned off so clients cannot get through. They get a recorded message. The calls which do not get through are not counted, so the statistic is met and the ATO is satisfied. The client? Well, do they really matter anyway? If they did, the organisation would be properly staffed with well-trained people."

I request the following information:
1. Any documentation which describes policy or practice in switching off IVR for statistical manipulation purposes.
2. Logs which show the dates and times of all downtime for the IVR system during normal operational hours, in addition to explanatory documentation for each occasion of downtime.

Yours faithfully,

Ato Nduvho

Dear Australian Taxation Office,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Australian Taxation Office's handling of my FOI request 'ATO purported manipulation of phone system performance statistics'.

I encourage the department to stop being intentionally obstructive to the freedom of information in Australia. While this request is publicly visible on Right To Know, it has been emailed to you at your nominated email address. It is unacceptable to ignore emails from specific domains such as @righttoknow.org.au

The reasons you have given for denying Right To Know requests are not acceptable and defy credibility of a reasonable person. Inadequacies of the ATO in procedural matters are a matter for the ATO and should not inhibit access to information which is a public right.

As you are aware the overwhelming majority of APS agencies have gladly processed Right To Know requests with no complaints whatsoever. I demand the ATO do the same, in accordance with the law.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.righttoknow.org.au/request/a...

Yours faithfully,

Ato Nduvho

Dear Australian Taxation Office,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Australian Taxation Office's handling of my FOI request 'ATO purported manipulation of phone system performance statistics'.

I encourage the department to stop being intentionally obstructive to the freedom of information in Australia. While this request is publicly visible on Right To Know, it has been emailed to you at your nominated email address. It is unacceptable to ignore emails from specific domains such as @righttoknow.org.au

The reasons you have given for denying Right To Know requests are not acceptable and defy credibility of a reasonable person. Inadequacies of the ATO in procedural matters are a matter for the ATO and should not inhibit access to information which is a public right.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.righttoknow.org.au/request/a...

Yours faithfully,

Ato Nduvho

Dear FOI Officer,

I write to you in relation to my FOI request dated 7 November 2016, which is yet to be processed by you.

This request is now 5 months overdue.

For your reference, the details of my request can be located at the following URL:

https://www.righttoknow.org.au/request/a...

As you know, the Office of the Australian Information Commissioner has confirmed requests made via Right to Know, or other similar anonymous facilities, are valid requests according to the FOI Act.

Accordingly, I demand the ATO process my FOI request in accordance with the law.

I would appreciate it if you could respond to this email to confirm this request will be processed. I would also appreciate prompt processing of this request, considering you have ignored me via this channel for the last 5 months.

Yours sincerely,

Ato Nduvho

Dear Australian Taxation Office,

This is a request for information under the FOI Act.

I refer to a submission made to the current Senate inquiry into bargaining in the APS. One of your employees states the following in their submission:

"The ATO has a policy of turning off the IVR if there is a danger of statistics not being reached. This dishonest and abhorrent policy is extremely poor service and frustrating for clients. If it looks like the required statistic is not going to be met, the IVR is turned off so clients cannot get through. They get a recorded message. The calls which do not get through are not counted, so the statistic is met and the ATO is satisfied. The client? Well, do they really matter anyway? If they did, the organisation would be properly staffed with well-trained people."

I request the following information:
1. Any documentation which describes policy or practice in switching off IVR for statistical manipulation purposes.
2. Logs which show the dates and times of all downtime for the IVR system during normal operational hours, in addition to explanatory documentation for each occasion of downtime, over the last 2 years.

Yours faithfully,

Ato Nduvho