(Least aways if they are not taking the piss -- arrgggghhh)

My response was been tempered by the desire to just get the job done
but the temptation....
Here is the brief [}:)]- read on and give your response to the technically challenged help desk.....
(Business language only...)

What's it about ...
A help request - An incorrect password - how can I get it reset...
Subject: ATO online gateway for business portal ....
Incase you are not familiar it is a plain screen with a title and a couple of entry boxes no help functions to speak of

Here is the email trail....(Personal details removed)
Sent to the Technical Help - email address which pops up when you have a problem...

___________________________________________________________________
To: '[email protected]'
Subject: an access issue

2 things.... (might be able to knock them both over at once!!)

1). Not a technical issue but....
I have not recorded my password correctly and can't login to my account on the Business portal.
How can I have this re-set?

2). I am changing PC's how can I move my AUSKEY installation?
If a new AUSKEY has to be installed on new PC, can do this and setup a new password at the same time.

Thanks
_______________________________________________________________________
And the reply....

From: [email protected] [mailto:[email protected]]

Subject: Re: Your Enquiry to the ATO Technical Helpdesk


Dear xxxxx,

Thank you for contacting the ATO Technical Helpdesk with your enquiry. Your request has been registered, and has been assigned the reference number xxxxxxxxx. Please quote this number in all future contacts with the ATO Technical Helpdesk on this issue.

We have unfortunately been unable to accurately diagnose your issue based on the email you have sent. When dealing with technical issues it is often best to diagnose the issue over the phone. This provides the Technical Officer assigned to your issue the ability to gather information about the issue dynamically in order to find the best resolution for your problem.

In order for us to best assist you in solving your technical problem, we would like to request your contact number so that we can discuss the problem in more detail. If convenient, please reply to this email with a contact number and area code including your preferred contact time, or contact us on 1300 139 373 (or +61 2 6211 9306 international callers only) between 7:00am - Midnight AEST.

If you do not wish to receive technical assistance over the phone it may still be possible to diagnose and resolve your issue via email, however we will require more information. Please reply to this email with the below details:

Operating System Version
Internet Browser Version

Java Version
CSI Version

Network Details (Include type and whether a proxy is present)
Firewall
Antivirus

Exact details of the issue (Include what function you are trying to perform when the issue occurs)

The details of when it was last working and any changes that have occurred since this time.

Please be aware that some technical issues are not able to be solved in a timely manner via email and may still require telephone support.

If you require any further technical assistance please do not hesitate to contact us on 1300 139 373 (or +61 2 6211 9306 international callers only) between 7:00am - Midnight AEST or e-mail us at [email protected] and quote your call number as stated above.

A wide range of information, help and advice is also available online at the following Internet sites:

Australian Taxation Office: www.ato.gov.au/
ATO Online Services: ato.gov.au/onlineservices/
Free On-Site Support Visits : ato.gov.au/assistancevisit
Free Local Seminars and Workshops: www.ato.gov.au/General/webinars/


Regards,

xxxxxxxx (name removed)
Technical Support Operator
ATO Technical Helpdesk
Ph: 1300 139 373 or +61 2 6211 9306
Fax: (02) 6211 9111

_________________________________________________________
I hope there is some wind (climatic!!) this W/E
AP

G'day SOG
My experience with banks and other security reliant operations online
They always have a password reset option or operation.
In this case stuffed if I know why I can't login.
I use a password safe and record in detail what needs doing.
Being human(-ish) I must have made a mistake but this response from the ATO help desk is rank.

I did a Project Mgnt masters some time back. One of the crew I did an assignment with was a ATO manager. He had provided ATO content on a national project which went a bit pear shaped, and our assignment was to do an external review of it. Visits to the ATO office in N'Melbourne were an eye opener on attitude. You went into a similar business in town and it was business. The ATO office - well, this place was palatial, modern, well appointed, Security / pass cards etc. (not for public entry) but did the crew working there represent a business attitude in their appearance??? 40-50% resembled an ugg boot and T-shirt op-shop. The only neat well presented personnel (not upper management) were the ones working at the franchised operations - security staff or the coffee / snack bar employees in the foyer - which regardless of the time was well attended.

Anyway, still waiting for a response - reaching a tipping point - I will go -online and apply for a new auskey - it is an automated process which I now think is likely to be easier than the technical help desk

AP