ATO staff

This page provides ATO staff with updates during the COVID-19 arrangements.

If you have difficulty accessing ATO systems, this information may help.

This information is current at 11 August 2020.

The ATO is an essential service and we must continue to deliver services for Australians in this rapidly changing environment.

On this page:

Current advice

The Victorian Premier has announced that Victoria is now in a State of Disaster. Staff in Victorian sites must be working from home unless they are in a business-critical role that cannot be performed from home, or you have exceptional personal circumstances. Staff who need to work from a site will need a worker permit and must wear a face covering or mask in the office. This has never been more important. If you have continued to work in the office and you are not in a business-critical role or do not have exceptional personal circumstances, you must speak to your manager about working from home as a priority. The only reason you should be coming into the office is to collect any equipment you will need to commence working from home. The ATO will be prioritising the issuing of IT equipment to enable more Victorian staff to work from home, including our casual and new staff where possible. We will be keeping you up to date as this situation unfolds.

be working from home unless they are in a business-critical role that cannot be performed from home, or you have exceptional personal circumstances. Staff who need to work from a site will need a worker permit and must wear a face covering or mask in the office. This has never been more important. If you have continued to work in the office and you are not in a business-critical role or do not have exceptional personal circumstances, you must speak to your manager about working from home as a priority. The only reason you should be coming into the office is to collect any equipment you will need to commence working from home. The ATO will be prioritising the issuing of IT equipment to enable more Victorian staff to work from home, including our casual and new staff where possible. We will be keeping you up to date as this situation unfolds. All sites in Victoria and NSW are only open to staff who have a critical requirement to be in the office.

All other sites in Queensland, ACT, Tasmania, South Australia and Western Australia are open for staff who have a preference to work on site and have consulted with their manager.

The COVID-19 safe workplace transition plan External Link outlines our approach to returning staff to our offices.

outlines our approach to returning staff to our offices. Some sites have begun transitioning back to the office. Read the COVID-19 myATO page External Link for details specific to your site or speak to your manager if you are unsure whether you should continue to work from home.

for details specific to your site or speak to your manager if you are unsure whether you should continue to work from home. Staff working in the office will continue to be supported with physical distancing requirements, cleaning and hygiene measures. All staff should avoid face-to-face meetings where possible.

Updated physical distancing processes in communal areas and workspaces have been implemented. Staff are asked to be understanding and to contact PST or Workplace Services for help.

In this short video Chief Operating Officer Jacqui Curtis talks about our transition plan to enable more staff to return to the office.

Media:Our approach to a COVID-19 safe workplace

http://tv.ato.gov.au/ato-tv/media?v=bi9or7on5zbp36External Link (Duration: 02:03)

What you need to do

Stay up-to-date with the latest working from home guidance.

Staff required to attend or travel between ATO offices can use an official ATO letter to support their requirement to travel. Ask your manager for a copy of the letter.

If you are working from home, make sure you connect remotely using the appropriate platform.

Do not attend the office if you either:

have been identified as being at greater risk

are required to self-isolate

are feeling unwell, even if the symptoms are mild.

Connecting remotely

For business continuity it is important that you connect remotely using the appropriate platform.

Staff must use the Remote Desktop Access (RDA) platform.

The only exceptions are:

staff confirmed as being in critical roles can use Virtual Desktop Platform (VDP)

as being in critical roles can use Virtual Desktop Platform (VDP) staff with ATO-issued laptops need to use the Virtual Private Network (VPN).

Remote Desktop Access (RDA)

When using RDA, avoid screen sharing and use your own browser where possible for WebEx or streaming.

To end an RDA session, expand the Citrix toolbar by selecting the icon at the top of your screen, and select the ‘Disconnect’ button. Don’t use the 'Ctrl+Alt+Delete’ button combination on your computer keyboard.

RDA known issues

We are aware of the following known issues – please do not report them to the IT service desk.

Intermittent latency and lag over the network – this issue is being addressed as a high priority.

Intermittent disconnections – this is currently under investigation. We recommend you save your work frequently.

Accessing WebEx remotely

WebEx is not supported in VDP or RDA and should not be accessed using those systems.

How to access a WebEx meeting remotely

Open up a new page on your browser (outside of RDA/VDP). Enter meeting URL into the address bar. It will look something like this: https://ato.webex.com/join/joe.bloggs. This will take you to a WebEx log in screen. Alternatively, you can use the CISCO WEBEX App on your device.

Joining a meeting

You can log in via your personal email address.

If you don’t have a personal email address or don’t want to use it, you can join via your ATO email address, however you may need to authenticate using the VIP Soft Token (the same soft token you use to access VDP or RDA).

Hosting a meeting

You must log in using your ATO email address.

This will take you to the myATO log in screen where you need to enter your User ID, password and soft token.

Audio connection

If you have speakers connected to your PC, download the Cisco WebEx App and use your device's microphone and speaker to participate. You can also use your mobile phone earbuds/microphone.

If possible, use the 'Call using Computer' option within the meeting room to connect over the internet.

Only use 1800 888 453 as a backup.

WebEx 'Call Me' option

You can now be called on a phone number of your choice to join a WebEx meeting.

The option is not available if the meeting host is using an audio only WebEx account that requires an eight-digit attendee code to be entered instead of a nine-digit code.

If you are hosting a meeting you can give your participants the 'Call Me' option by using your personal room in WebEx meeting centre, as opposed to an audio only WebEx number.

ATO numbers accessible remotely

Please do not call the IT help desk about internet or conferencing system disruptions. Temporary disruptions are currently occurring due to issues outside of our control.

WebEx dial-in (for calling into audio conferences): 1800 888 453, then attendee code. For more information, see Accessing WebEx remotely.

If you’re having trouble connecting to a WebEx meeting using the standard 1800 888 453 number, try using one of the following local numbers instead:

Adelaide + 61-8-7079-0394

Brisbane +61-7-3067-4844

Melbourne +61-3-9070-6484

Perth + 61-8-6388-9974

Australia Toll +61-2-9053-7190

Australia Toll 2 +61-2-9338-2221

The meeting host and attendee details remain the same.

People Helpline (for human resource matters): 13 15 50.

Security and privacy

When working outside of the office, the same principles and policies apply to ensure ATO information and data remains within secure and approved channels.

All ATO information must be handled, stored and marked appropriately.

Avoid unapproved apps for collaboration or sharing of ATO information.

Lock your screen and apply the clear desk principle.

Secure hardcopy information, ATO issued equipment and devices when not in use.

Advice on coronavirus

We encourage staff to stay up to date with the latest advice:

For coronavirus health updates, visit health.gov.au External Link or phone the National Coronavirus Help Line on 1800 020 080 .

or phone the National Coronavirus Help Line on . For Australian government updates, visit australia.gov.au External Link .

Information for ATO staff during the COVID-19 arrangements.