A New Way to Receive Your ATO Documents

We are now distributing all communication from the ATO through our automated system. Below we’ve outlined the simple process for accessing your documents.

Our new system allows us to download all ATO mail on behalf of our clients and deliver it to you electronically. Below we’ve explained how it works and answered some common questions.

Why we’ve made the change

It’s more secure
ATO mail often contains sensitive information, including your TFN, taxable income, home address and other personal details. With identity theft on the rise, digital delivery through our system helps protect your information with advanced safeguards, including two-factor authentication (2FA), at every step.

It’s more reliable
The ATO now uses six different methods to deliver mail to taxpayers, including through myGov. Many people don’t realise a document has been delivered this way and can miss an important lodgement or payment deadline. Our system helps make sure nothing slips through the cracks.

It’s better for the environment
Through our system, we can receive and deliver your ATO mail without using any ink, envelopes, stamps, fuel or a single sheet of paper. Across our many clients, that adds up to a real win for the environment and supports our ongoing commitment to operating responsibly.

It’s a more streamlined experience
We’ve refined how ATO mail is managed, helping you spend less time on paperwork and more time on what matters most.

What’s the process?

Accessing your documents is quick and simple:

1. You’ll receive an SMS to your mobile phone with a security PIN.
2. You’ll receive an email with a website link at the bottom.
3. Click the link and you’ll be taken to a webpage that asks for your PIN. Enter the PIN from your SMS, then click the “Get my document” button.
4. Your document will download as a PDF, either automatically or by prompting you to choose where to save it, depending on your device settings.
5. Open and save the document, and you’re done.

That’s it, just two things to look out for (an SMS and an email), and your document is ready in a few clicks.

Frequently asked questions

Can I reply to the email I receive?
The system sends from a no-reply address that isn’t monitored. If you have a question, please get in touch with your R+M contact or call our offices on:

Why have I received an SMS but no email?
Our system only sends mail digitally when we have a valid email and mobile number for you. Please check your junk mail folder for the email. If it’s not there, contact our office to confirm your details.

Why have I received an email but no SMS?
This usually means we have an old or incorrect mobile number on file. Don’t worry, the code in the link is of no use without access to your email. Please contact our office so we can update your details.

The SMS PIN code doesn’t work.
Please double-check that you’ve entered the code correctly. If you’re still having trouble, forward your email to us and we’ll look into it for you.

I’m receiving paper correspondence. How do I switch to digital delivery?
If you’re still receiving ATO mail by post, it means we either don’t have current valid email and mobile details for you, or you’ve previously asked to stay with paper. Just contact us to update your details or preferences.

Can I still receive paper correspondence?
We encourage you to give the digital system a go for the reasons above, but we understand that not everyone is ready or able to use digital systems. Just let us know if you’d prefer to stick with paper.

I’ve already received this document from the ATO directly.
Some of the documents we send will be identical to ones the ATO has already sent you by post, email or myGov. If what we’ve sent is a double-up of something you already have, you can simply disregard the notice.

I don’t understand the notice, or I need more information.
Please contact us. Our team is happy to help by providing additional information. We’re automating our document process to make things easier for you, and we’re here to help in any way we can.

We’re here to help

If you have any questions or need to update your contact details, please get in touch with your R+M contact call our offices on: