Dear Australian Taxation Office,

I request access to the following documents under the Freedom of Information Act 1982:

Any and all documents detailing the Quality Assurance (QA) framework, standards, scorecards, and calibration guides used to assess the performance of personnel within the Frontline Operations business line.

This request covers the period from 1 July 2024 to the date of this request.

Specifically, I am requesting the framework that governs the quality assessments of both internal ATO staff and personnel from outsourced service providers (such as Probe Operations Pty Ltd, ABN 94 624 615 925). This includes:
1. The framework and scorecards used by the ATO's 'National' assessors.
2. The framework, scorecards, and any related materials provided to outsourced service providers for their 'local' Team Leaders and QA assessors to use via the ATO's QA portal.
3. Any documents, presentations, or guides used in 'calibration sessions' to ensure consistent application of these QA standards across both internal and outsourced teams.

These documents are used to directly coach and manage the performance of all personnel.

Yours faithfully,

Equitas

Dear ATO FOI Team,

I am writing to request an update on my Freedom of Information request, submitted on October 9, 2025, titled "Quality Assurance framework for ATO Frontline Operations staff and outsourced providers."

The ATO provided an acknowledgment of this request on October 13, 2025.

Under the FOI Act 1982, the statutory timeframe for a decision on my request was November 10, 2025. As I have not yet received a decision, I would appreciate it if you could please provide me with an update on its status and an estimated date for completion.

Yours faithfully,
Nathan Brunne