Dear Tax Agent,
We would appreciate your cooperation in completing this questionnaire. It should take
approximately 20-30 minutes of your time. In most cases, you simply write in a number
or tick a box.
The focus of the questionnaire is on your use, perception, and preferences for different
methods of communication with the Tax Office. The information you provide will help
the Tax Office improve the type of information that is provided and the way it is
delivered to you.
The issues covered by the questionnaire have been identified following a number of
focus groups and visits to tax agents late last year.
Because of the subject matter of the questionnaire, there are a number of
questions that may require you to consult other members of staff. For example,
several of the questions ask about communications materials and information
from the Tax Office which may be used only or mainly by particular staff members.
We acknowledge that this may take a little extra time, but ask that you answer all
questions as accurately as possible.
Please read all the questions carefully and follow the instructions in capitals after each
question. Please ignore the numbers in brackets on the right hand side of the page,
they are for our use only.
NFO Donovan Research is bound by the strict Code of Ethics of the Market Research
Society of Australia and National Privacy Principles. Your individual responses will be
strictly confidential and only group data will be reported to our client.
PLEASE RETURN THIS QUESTIONNAIRE TO NFO DONOVAN RESEARCH USING
THE REPLY PAID ENVELOPE PROVIDED BY
4th July 2003
THANK YOU VERY MUCH FOR YOUR COOPERATION, IT IS GREATLY
APPRECIATED!
NFO DONOVAN RESEARCH –TAX AGENT COMMUNICATION SURVEY 2003
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PART A: RECEIVING INFORMATION FROM
THE TAX OFFICE
Q1
Here is a list of ways that you might receive information from the Tax Office.
For each one, please indicate whether for you it is a major source of
information, a minor source of information, or not a source that you use for
information.
PLEASE CHECK ONE BOX FOR EACH ITEM.
Major Source
Minor Source
Haven’t Used /
Don’t Use

 ................ ................ 
Tax Agent Portal ....................................  ................ ................ 
Telephone contact with Tax Office ........  ................ ................ 

E-mail


Tax Office Website ................................
notification
from
the
1
2
3
1
2
3
1
2
3
Tax

 ................ ................ 
ATO eLink ..............................................  ................ ................ 
Publications via mail ..............................  ................ ................ 
Satellite Seminar programs ...................  ................ ................ 

Education visits to your practice /
Office on specific issues ........................


1
2
3
1
2
3
1
2
3
1
2
3

 ................ ................ 
Tax Agent Newsletter ............................  ................ ................ 
Tax Measures in brief ............................  ................ ................ 

Self
office ......................................................

paced
training



2
3
1
2
3
1
2
3
materials
 ................ ................ 
Fact Sheets............................................  ................ ................ 
Worked examples ..................................  ................ ................ 
Tax Reform Overviews ..........................  ................ ................ 
Other (please specify) ............................  ................ ................ 
available on disk, CD-ROM or video ......

1
NFO DONOVAN RESEARCH –TAX AGENT COMMUNICATION SURVEY 2003
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Q2
Overall, how would you rate the way in which your current needs for information
are being met by the Tax Office?
PLEASE TICK ONE BOX ONLY.

Good ..................................................
Fair ....................................................
Poor ...................................................
Very Poor ...........................................
Excellent ............................................
Q3a
1
2
GO TO Q3a
3
4
5
GO TO Q3b
Why do you say that? What are the main advantages or benefits with the ways the
Tax Office provides information to tax agents?
PLEASE DESCRIBE IN DETAIL
GO TO Q4
Q3b
Why do you say that? What are your main problems or concerns with the ways the
Tax Office provides information to tax agents? What are your suggestions for ways in
which the Tax Office could improve the way it provides information to agents?
PLEASE DESCRIBE IN DETAIL
Q4
How useful is each of these delivery methods as a way of receiving
information from the Tax Office?
NFO DONOVAN RESEARCH –TAX AGENT COMMUNICATION SURVEY 2003
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PLEASE WRITE THE APPROPRIATE NUMBER FROM THE SCALE
BELOW NEXT TO EACH METHOD.
Not Very
Moderately
Extremely Don’t use
Useful
Useful
Useful
1 .......... 2 .......... 3 ......... 4 .......... 5 .......... 6 ......... 7
9
•
•
•
•
•
•
•
•
•
•
•
•
•
Q5
Now thinking about some of the communications materials produced by the Tax
Office, how useful do you find each of the following? PLEASE USE THE SAME
SCALE AS IN Q4 ABOVE
•
•
•
•
Q6

Tax Agent Portal .................................................................................. 
Telephone contact with the Tax Office ................................................ 
E-mail notification from the Tax Office on specific issues ................... 
ATO eLink .......................................................................................... 
Publications via mail ............................................................................ 
Satellite Seminars ............................................................................... 
Education visits to your practice / office .............................................. 
TaxAgent Newsletter ........................................................................... 
Self paced training materials available on disk, CD-ROM or video ..... 
Fact Sheets ......................................................................................... 
Worked examples................................................................................ 
Tax Reform Overviews ....................................................................... 
Tax Office Website ..............................................................................

Telephone reference card .................................................................. 
Tax Agent Portal reference card ......................................................... 
Lodgment program reference card ..................................................... 
Tax Measures in Brief ........................................................................
Of all the contact you have with the Tax Office, approximately what percentage of time
would you say you spend in relation to technical matters, and what percentage of time
is related to procedural matters?
NFO DONOVAN RESEARCH –TAX AGENT COMMUNICATION SURVEY 2003
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PLEASE WRITE IN PERCENTAGE
Technical matters ........................................................................................ ________%
Procedural matters ....................................................................................... ________%
Q7
(x-x)
(x-x)
Here is a list of ways that you might receive technical information (ie information on
legislation / rulings) from the Tax Office. For each one, please indicate whether
for you it is a major source of information, a minor source of information, or not a source
that you use for information.
PLEASE CHECK ONE BOX FOR EACH ITEM.
Major Source
Minor Source
Haven’t Used /
Don’t Use

 ................ ................ 
Tax Agent Portal ....................................  ................ ................ 
Telephone contact with Tax Office ........  ................ ................ 

E-mail


Tax Office Website ................................
notification
from
the
1
2
3
1
2
3
1
2
3
Tax

 ................ ................ 
ATO eLink ..............................................  ................ ................ 
Publications via mail ..............................  ................ ................ 
Satellite Seminar programs ...................  ................ ................ 

Education visits to your practice /
Office on specific issues ........................


1
2
3
1
2
3
1
2
3
1
2
3

 ................ ................ 
Tax Agent Newsletter ............................  ................ ................ 
Tax Measures in brief ............................  ................ ................ 

Self
office ......................................................

paced
training


2
3
1
2
3
1
2
3
materials
 ................ ................ 
Worked examples ..................................  ................ ................ 
Tax Reform Overviews ..........................  ................ ................ 
Other (please specify) ............................  ................ ................ 
available on disk, CD-ROM or video ......

1
1
2
3
1
2
3
1
2
3
1
2
3
E-MAIL CONTACT
Q8
Thinking about the information you receive from the Tax Office via email, would you
say it was
NFO DONOVAN RESEARCH –TAX AGENT COMMUNICATION SURVEY 2003
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PLEASE TICK ONE BOX
Too general
About right in amount of detail
Too specific
Q9
1
2
2
How useful would you find an E-mail headline news service that links to detailed
information like the Tax Office’s eLink?
PLEASE TICK ONE BOX
Very useful
Somewhat useful
Not very useful
Not at all useful
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PART B:
Q10
FEEDBACK ON SPECIFIC PRODUCTS
AND SERVICES FOR CLIENTS
The Tax Office provides a number of products and services for business
taxpayers. For each of the following, please indicate if you have heard of
them?
PLEASE TICK ONE BOX FOR EACH PRODUCT
Yes
No
Tax Basics ........................................................  ............. 
Record Keeping Guide ......................................  ............. 
Tax seminar program for business (Bizstart) .....  ............. 
Guide for GST ...................................................  ............. 
E-record .............................................................  ............. 
Business call centre ...........................................  ............. 
Q11
And for each of these that you are aware of, how are they mainly used? Are they
mainly used by yourself, mainly used by your clients, or used by both yourself and
your clients?
PLEASE TICK ONE BOX FOR EACH PRODUCT
Mainly use
Mainly
Both
yourself used by clients self and
directly
clients
Do not
use
Tax Basics ................................................  .................  ...............  ............. 
Record Keeping Guide ..............................  .................  ...............  ............. 
Tax seminar program for business (Bizstart) ....................  ...............  ............. 

Guide for GST ...........................................  .................  ...............  ............. 
E-record.....................................................  .................  ...............  ............. 
Business call centre ..................................  .................  ...............  ............. 
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Q 12 And how often do you refer your small business clients to each of these products
and services?
Frequently
Sometimes Occasionally Do not
refer
Tax Basics ................................................  .................  ...............  ............. 
Record Keeping Guide ..............................  .................  ...............  ............. 
Tax seminar program for business (Bizstart) ....................  ...............  ............. 

Guide for GST ...........................................  .................  ...............  ............. 
E-record.....................................................  .................  ...............  ............. 
Business call centre ..................................  .................  ...............  ............. 
Q13
How useful would you say each of these products and services is for your clients?
PLEASE WRITE THE APPROPRIATE NUMBER FROM THE SCALE BELOW
NEXT TO EACH PRODUCT / SERVICE.
Not Very
Moderately
Extremely Don’t know
Useful
Useful
Useful
1 .......... 2 .......... 3 ......... 4 .......... 5 .......... 6 ......... 7
9
•
•
•
•
•
•

Record Keeping Guide ........................................................................ 
Tax seminar program for business (Bizstart) ....................................... 
Guide for GST ..................................................................................... 
E-record ............................................................................................... 
Business call centre ............................................................................ 
Tax Basics ..........................................................................................
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PART C:
Q14
What are your preferred ways to receive information from the Tax Office in the
future. Please indicate your three most preferred methods, by writing ‘1’, ‘2’,
and ‘3’ in the boxes next to your preferred items. If there are some methods
you think the Tax Office should not use, please place an ‘X’ in that box.








Q15
FUTURE INFORMATION REQUIRMENTS

eLink ....................................................................................... 
Publications, via mail ............................................................ 
CD ROMS ................................................................................ 
Videos ..................................................................................... 
The Internet: .......................................................................... 
Satellite Seminars: ................................................................ 
Face to face Seminars / education visits: ........................... 
E-mail letters/notification of specific issues .......................
1
1
1
1
1
1
1
1
Please indicate how interested you would be in seeing each of the following initiatives /
changes?
PLEASE CHECK ONE BOX FOR EACH ITEM.
Extremely
interested

Enhancement / expansion of the Tax
Agent Portal




Online video streaming

Workshops either face to face or
delivered electronically

1
Increased access to client account
information online

1
1
1
Self-paced training modules available
on-line
Q16



1
Very
interested






2
2
2
2
2
A little
Not really
interested interested






3
3
3
3
3



4



 Interactive on-line Q&A sessions
1
2
3
The Tax Office wants to provide information to you in the most convenient
manner. Your answers to the following questions will help identify best
NFO DONOVAN RESEARCH –TAX AGENT COMMUNICATION SURVEY 2003
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approach for providing copies of communication products (eg as mentioned in
earlier questions) for your practice.
How many offices does your practice have?
How may registered tax agents work in your practice?
Q17
Q18


Do you prefer multiple copies of communication products to come to your practice?
Yes ..................................................... 1
CONTINUE
No ....................................................... 2
GO TO Q19
If yes, which of the following would you prefer? TICK ONE BOX
Single copy for each office
Copy for each registered tax agent?
Copy for each staff member?
1
2
3
Q19a Please tick if your practice has professional affiliations (shared staffing, infrastructure
and/or accommodation) with other tax practices?

Q19b IF YES, Please tick if there is a central point of contact for communications for affiliations
with tax practices?
Q20

What percentage of your business involves clients (both business and individuals)
from a Non English Speaking Background
•
•
•
•
•

10% - 25% ........................................................................................... 
26% - 50% ........................................................................................... 
51% - 75% ........................................................................................... 
Greater than 75% ............................................................................... 
Less than 10%.....................................................................................
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PART D:
BACKGROUND INFORMATION
And now to finish off, we would like some background information on your business.
Q21
Including yourself, approximately how many people are currently employed in
your organisation?
PLEASE TICK THE APPROPRIATE BOX

5 - 9 ............................. 
10 - 19 ......................... 
20 - 39 ......................... 
40 - 69 ......................... 
70 - 99 ......................... 
100 - 199 .................... 
More than 200 ............ 
1 - 4 .............................
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Q22 Which of the following represents the main client group for your practice's tax
business?
If your practice serves more than one client group, please tick the primary group (in
terms of contribution to billings / gross fees received) under Column 'A', and any other
groups under Column 'B'. Please complete for client groups both currently and prior
to July 2000.
Please tick appropriate boxes
A
Primary Client
Group
(Tick one only)
(x)
B
Other Client
Groups
(Tick all
that apply)
(x-x)
A.
Non-business individuals (ie. salary and
wage earners, pensioners and people in receipt
of non-business income such as dividends and
interest).
Only
individual
taxpayers,
partnerships and trusts with no business
income or business deduction are included in
this category ................................................................
B.
 ........................... 
1
1
Small Business (i.e. business taxpayers
with between $2 million and $10 million
turnover). All taxpayer types are included in
this category ................................................................
C.
Q23
2
2
Medium ($10m to $50m turnover) business
 ........................... 
Other ...........................................................................  ........................... 
All taxpayer types are included in this category ..........
D.
 ........................... 
3
3
4
4
In the space provided below, please write in the postcode relating to your office
location. If your practice has more than one office location, please answer this
question in relation to the location where you work.
(x-x)
Q24
Which of these descriptions best fits the location of your practice's office? If your
practice has more than one office location, please answer this question in relation to
the location where you work.
PLEASE TICK APPROPRIATE BOX
•
•
•
•
(x)

The suburban area of a capital city ................................................... 
A major regional centre (ie. population of at least 100,000) .............. 
A smaller regional town or rural location ........................................... 
The central or inner region of a capital city ........................................
NFO DONOVAN RESEARCH –TAX AGENT COMMUNICATION SURVEY 2003
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•
A remote location ..............................................................................

5
Could you please provide an estimate of the time taken to complete this
form
Include

The time actually spent reading the instructions, working on the questions
and
(mins)
obtaining the information.
 The time spent by all employees
in collecting and providing this information.
(mins)
(87-88)
(89-90)
“Commonwealth Government Statistical Clearing House Approval Number xxxx ”.
NFO DONOVAN RESEARCH –TAX AGENT COMMUNICATION SURVEY 2003
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