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