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IMPORTANT UPDATES FOR ATO CONTRACT EMPLOYEES

Click here for FAQs and Resources


Thursday 8 August 2024

Dear Colleagues

As communicated earlier in June, Serco was awarded a new contract to continue
providing contact centre services on behalf of the ATO effective from 1 July
2024 for a further two-year term. Serco has proudly delivered exceptional
customer service on behalf of ATO since 2007. Your dedication to maintaining a
high standard of service over this time has helped foster a strong partnership
with our client. 

Serco’s scope of work under the new contracting arrangements sees a significant
reduction in volumes required after Tax-Time 2024.

Effective 1 November 2024, a reduced Serco workforce and fewer Serco-operated
contact centre sites will be required by the ATO to support the decreased
volumes. This means it is no longer viable to keep open the two Serco -operated
ATO contacts centre sites in Burnie Tasmania, and Whitehorse Road in Box Hill
Victoria. These sites will close from 1 November 2024.  

To mitigate the impact of these site changes, we intend to leverage our
capability and expertise to expand the remote/working-from-home environment to
support impacted individuals at Serco. As you are aware, we are currently
working under a hybrid 90/10 model, and these changes will see some staff move
to a 100% working from home arrangement. By providing flexible work arrangements
and comprehensive support, we aim to ensure eligible employees can seamlessly
adapt to these changes.

Minimising the impact of this change on our people is our priority, and we will
work collaboratively with you, our employees, and the ATO to ensure a smooth
transition to the new volumes required post-tax period.

We understand that you may have some questions or concerns about how these
changes in workload volumes impacts you. Over the coming weeks, we will share
and communicate further details regarding the changes and what they mean for our
operations. Our priority is your wellbeing and to provide you with clear and up
to date information throughout the process.

In the meantime, I encourage you to reach out to your line manager or me if you
wish to discuss this matter.

Thank you for your ongoing dedication to making a positive impact through your
work.

We understand that this may be a difficult time and remind you that confidential
support and counselling is available to you free of charge by contacting our
Employee Assistance Provider (EAP) Sonder. Access to nurses, GPs, midwives,
psychologists, wellbeing experts and in-person assistance will be available at
the touch of a button 24/7/365 for you and your family.

 * Scan the QR code using the camera on your phone. 
 * Enter your Serco email address to register. 
 * Technical support enquiries to: hello@sonder.io 



Sincerely,

June Meldrum
Contract Manager
Serco Community Services

 

--------------------------------------------------------------------------------------------------------------------------------------------------

 




QUESTIONS

Please send any questions you have about this announcement or your personal
situation to:

 

ATO.AskMe@serco-ap.com




EAP SUPPORT

Serco's EAP provider, Sonder, offers an innovative, multilingual safety, medical
and wellbeing service. It provides you with confidential and expert support at
the click of a button 24/7 real-time through chat, phone, or in person. Click
the link below for information on how to access the Sonder service. 



Click here


FAQS AND RESOURCES

Please click below to access FAQs regarding this announcement and resources to
support you

 

 



Click here


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