Employee FAQs - ATO Contract Changes

We are currently working through the applicable skill sets required based on ATO requirements beyond 31 October 2024.

Once we know the volumes of work and location of employees impacted, we will work with and consult with team members on what this means individually for them, and whether a redeployment or redundancy option is available.

We will continue to deliver quality service to the Australian community through our tax-time services and employees will continue to be rostered to meet these requirements up to 31 October 2024.

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.

Work conducted for the ATO will continue to operate from our Varsity Lakes, Queensland contact centre. We currently have a large proportion of employees who work under a hybrid arrangement, and for those employees in other locations (Vic and Tas), work will be fully remote, dependent on skill type and volume required post 1 November 2024.

We are leveraging our capability and expertise in a remote/working-from-home environment to support impacted individuals at Serco. By providing flexible work arrangements and comprehensive support, we aim to ensure our employees can seamlessly adapt to these changes.

We are currently working through the skillsets and positions that will be required to align with the new workload requirements. However, we don’t anticipate that the range of skills we currently complete will change.

We will continue to communicate updates and further information as it becomes available.

Over the next few weeks, Leaders will be discussing the changes with our people in a mixture of forums, however we encourage open dialogue between team members and their leader on any questions they may have in the first instance. Any additional questions can be directed to the Serco ATO Mailbox: [email protected]

We will continue to communicate updates and further information as it becomes available.

Please continue to follow the usual procedure for any planned or unplanned leave during this period. 

We understand how challenging this can be. We are communicating with everyone as quickly as possible.

Today we have provided all the information we have, and we will share additional information by site and team about the next steps including any alternative employment options over the coming weeks. 

As a priority, Serco is working through redeployment opportunities available across the business.

There are a range of opportunities across our other contracts at Serco and further information will be communicated in due course.

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 health professionals including psychologists, wellbeing experts and in-person assistance will be available at the touch of a button 24/7/365 for you and your family

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• Technical support enquiries to: [email protected]