SCIG17160 - Quality commitments: Complaints: Compensation and redress payments

Departmental policy in relation to compensation and redress payments is set out in the fact sheet ‘Complaints and Putting Things Right’, a copy of which should be provided to the complainant on notification of a complaint. See also SCIG30005 (Appendix 2).

If the taxpayer or their agent makes a claim for compensation or redress, the Investigator should inform the Operational Leader immediately and their papers should be submitted to the Complaints Manager together with a report, as noted in SCIG17140.

Where a mistake has been made that has clearly caused the taxpayer expense or undue distress, the Operational Leader should not wait for a claim for costs from the taxpayer or agent. They should review the case and submit the papers, together with a report and recommendation, to the Complaints Manager.