On Monday 15 March CPSU reps meet with Service Delivery (SD) Exec leaders for the monthly SDCF to discuss issues and concerns raised by members including: 

CAS update

CAS Executive advised there will be overtime offered to work through aged processing work that has built up. This OT will only be offered to staff who have the skill set (ongoing and casual staff) as this work is of a more complex level.  

In Settlement 10 (8 March 2021 – 4 April 2021) CAS casuals can expect to receive between 3 and 5 scheduled shifts of 5 - 8 hours. D&L casuals can expect to receive been 3 and 5 scheduled shifts of 5 hours. Shifts will depend on availability and site accommodation requirements. 

Inclusion of casual staff in WFH pilot

As of 4 March ATO casuals have been included in the WFH pilot and they can now seek ad hoc work from home arrangements when their site moves to level 1.  The same criteria applies as that for ongoing staff around operational requirements - with the role needing to be able to be conducted from home, along with staff needing to have a WFH set up. Recording of  WFH shifts and hours will be manually by team leaders to meet the max 40% or 60% (depending on the site cap) over the settlement period. Service Delivery are still working through the finer details to outline the logistics of how the hours will be recorded and managed alongside desk sharing and RDA access. SD Exec advised that so far 225 SD casual staff have submitted ADHOC WFH applications. 

CPSU has requested the following information from SD Executives:

  • How will the WFH days be recorded each month by leaders? 
  • What happens if shifts are cancelled or reduced in time, would this require TLs & staff to revise WFH days?
  • Will there be issues if a staff member is caught on a call and goes over time?
  • What additional measures are being put in place in sites that have existing accommodation pressures?

Pay issues for casual staff unable to find available desk

CPSU raised concerns received from members in Upper Mount Gravatt (UMG) that some casual staff have had difficulty starting their shifts on time due to being unable to find an available desk given current accommodation pressures and WFH and RDA access. On some of these occasions it has seen casual staff not being paid for this time, and only receiving pay from the time they have been able to log on to the computer. CAS Executive have advised they will investigate the matter further and provide us a report back directly. If you have experienced this or any other pay issues, please contact us


SD were anticipating recruiting additional casual staff in the lead up to tax time, however we have now received confirmation that given the current number of casual staff in SD and those who have been redeployed to CEG and LDP there will no longer be a need to recruit any additional casual employees into SD this tax time. This is great news for casual members - as we’ve been working hard with SD to ensure regular work can be maintained for the vast majority of casual staff between tax time with measures including the current redeployment. 

SD currently have 2455 casual staff nationally (excluding those who are currently redeployed), we will continue to work with SD to ensure there are viable options available for casual staff post tax time this year which will see the ATO retain essential skills and experience within the organisation and provide casual staff with greater skills and experience with opportunities for success in ongoing recruitment processes. 


Service Delivery are beginning negotiations to identify key dates for staff transitioning back to Service Delivery or other areas of the ATO to meet priorities. Numbers and timing of staff moves are expected to be confirmed over the next month. Further considerations to staff returning include refresher/additional training, expectations of hours, contract types and ongoing communication. 

Key confirmed changes: 

  • All RDR non-ongoing contracts are in the process of extension until the end of June 2021 –approximately 100 impacted.
  • All SEO redeployed casuals are being extended until the end of June 2021 – approximately 80 impacted.

D&L Update

Debt Executives briefed the SDCF on the implementation of the new operating model which has previously been on hold due to the COVID-19. Previously team structures were based on activity type, in the new branch model team structures are based on client segment i.e. sophisticated clients. D&L have been engaging with staff on where the gaps are and what additional support and training is needed moving to the new structure. 

D&L will be moving to phase 2 of the new operating model with the recommencement of warnings for firmer and stronger actions and reintroduction of penalty work were appropriate for the clients. Training is currently being undertaken around the move in to phase 2 work. 

Executive have been requested to send through additional documents regarding the operating model along with additional information relating to the skill assessments that have been conducted for staff moving to new work. 

If you have any concern regarding the new operating model or moving to phase 2 work please contact us.  

D&L Outsourcing

The Debt BSL report states ‘D&L has purchased additional Outsource staff with the intent to commence in April 2021. This additional purchase will free up our ongoing staff as D&L plan to restart Stronger and Firmer action work in April 2021’.  

We attempted to find out more information regarding the further outsourcing of D&L work however were unfortunately struck by technical difficulties during this discussion. D&L Executive has taken the following CPSU questions on notice.

  • What D&L work is currently with outsourced providers and what new work is being moved to outsourced providers from April 2021? 
  • How many additional outsourced staff has D&L purchased?
  • What is the duration of time the above outsource work is to remain with the outsourced provider?
  • Which outsourced provider is being used for the above work types?
  • Previously D&L has reduced the number of casual staff in particular sites, with causal staff being moved across to CAS, why is the work moving to an outsource provider instead of utilising current casual workforce?

CBRS update

CBRS are preparing for ASIC staff in Traralgon and Melbourne to move across to the ATO via a machinery of government change on 15 April 2021. ASIC staff will continue to work on current work using their current system. They will be moving to the implementation of the Director identification system, however are currently waiting for the official start date to be approved. 

If you have questions about anything covered in this report back or want matters tabled by your CPSU reps at the next SDCF, please email [email protected]