How the Tax Ombudsman Cleared an 18-Month Case Backlog and Achieved 90-Day Resolution Times
Overview
Modernising complaint handling for faster, fairer outcomes
The Tax Ombudsman plays a critical role in ensuring fairness in Australia’s tax and superannuation systems. As case complexity and public expectations increased, legacy systems were no longer able to support efficient complaint handling or provide the level of visibility required for effective oversight.
Partnering with ECLEVA, the organisation implemented a modern complaints and investigations platform built on Microsoft Dynamics 365 and the Power Platform. This transformation helped clear an 18-month case backlog and reduce resolution times to approximately 90 days, while strengthening collaboration, accessibility, and data-driven decision-making.
The Challenge
Legacy systems unable to keep pace with growing demand
As the Tax Ombudsman’s responsibilities evolved, their existing systems struggled to keep pace with increasing demand and regulatory complexity. Complaint handling was slowed by a significant backlog, while manual, email-driven processes created inefficiencies across teams and partner agencies.
Limited visibility into systemic issues
At the same time, fragmented data and inconsistent reporting made it difficult to identify trends and gain a clear view of systemic issues. These constraints not only impacted operational efficiency but also made it harder to deliver timely, transparent outcomes for Australians.
The Solution
A modern, unified complaints and investigations platform
ECLEVA designed and delivered a modern complaints and investigations ecosystem built on Microsoft Dynamics 365 Customer Service and the Power Platform, tailored to the Tax Ombudsman’s real-world processes and governance requirements.
Automation, visibility, and a better investigator experience
Automation streamlined the flow of information across the organisation, while integrated telephony ensured phone interactions are captured alongside digital records — giving investigators a complete and accurate view of each case.
Together, these capabilities created a secure, scalable environment that improves productivity, strengthens oversight, and supports more consistent service delivery.
ECLEVA listened, understood, and designed with us. They adapted the solution to our needs without heavy customisation. They continue to strengthen our existing capability while providing targeted expertise and support where and when it matters. It’s been a genuine partnership.
The Results
From backlog to faster, more consistent resolution
The transformation delivered a step change in operational performance. By clearing an 18-month case backlog and reducing resolution times to around 90 days, the Tax Ombudsman significantly improved the speed and consistency of complaint handling.
Empowered teams and stronger oversight
Investigators are now supported by modern, intuitive tools that streamline their day-to-day work, while improved data visibility enables earlier identification of systemic issues.
Collaboration with the ATO and TPB has been strengthened through secure digital channels, and enhanced accessibility ensures Australians can engage through multiple pathways, including phone and online.
These outcomes have helped the organisation deliver faster, fairer, and more transparent services to the public.
What’s Next
A foundation for continuous improvement and future innovation
Following implementation, the Tax Ombudsman established a long-term support partnership with ECLEVA to ensure ongoing optimisation, system enhancements, and alignment with evolving legislative requirements.
Ready to Modernise Your Organisation?
Let’s build better public services — together
For government agencies looking to improve service delivery, strengthen oversight, and empower their teams, ECLEVA brings the experience and technical capability to deliver meaningful transformation.
Get in touch to explore what this could look like for your organisation.
