Small Firm, Big Impact Host Gillian Bowen catches up* with Ruth Owen, the Inspector-General of Taxation and Taxation Ombudsman, about crucial updates and insights that Chartered Accountants need to know. Hear about recent focus areas for the Tax Ombudsman, including ATO service standards and ATO letters. Ruth also shares valuable information on the role of the Tax Ombudsman, elimination of the backlog for the complaints line and how you can effectively address and escalate client issues. This discussion gives a useful update on the evolving landscape of tax administration and how the Tax Ombudsman can also assist with Tax Practitioner Board matters.  Resources referred to in this episode:  Tax Ombudsman website  Tax Ombudsman’s work plan  Tax Ombudsman’s systemic review of the effectiveness of the ATO’s registered agent phone line  Poll on the ATO’s registered agent phone line  Tax Ombudsman’s review of ATO letters and written communications  Escalate complaints about the ATO with the Tax Ombudsman via its website or telephone on 1300 44 88 29 (1300 IGT TAX)  *This episode was recorded on 2 April 2025. See omnystudio.com/listener for privacy information.