Australian Taxation Office – A More Approachable Approach
Simplifying complex tax communication to build trust and clarity.
Project
The Australian Taxation Office sends over 100 million pieces of communication to taxpayers annually, often leaving customers feeling confused or uncertain. Friendly Persuasion was engaged to create a simpler, clearer, and more approachable communication style that would resonate with individuals and small businesses. We developed a new communication framework, applied it across multiple scenarios, and trained ATO staff nationwide in the use of this methodology.
Results
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Clearer, customer-focused correspondence that reduced complexity.
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Over 800 ATO representatives trained across Australia.
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Endorsed in the Australian Financial Review as a model for public sector communication reform.