Effective Handling / Resolution Advised previously New to Work Type Good see EKM being followed asking the support group where advised. Fairly unique question operative has not come across before Reference Material Was confirmed in procedure. Follow procedure as no confirmation is required. Explained our role here at ATO enforce tax legislation tell taxpayers how claim and complete their income returns. Outside norm query with HELP credit on insolvent account Not common taxpayer calling was understanding once options were given. trust decision go for it - he wanted have a second opinion one you get everyday. Tristan handled this well. Delivered via answer. Procedure just checking Know when push back caller they are self assessing Use procedure first then ask help needed research through notes find very that required his attention. Ran conversation should be having TA so prepared. Explanation provided about barred FIAs TP rambling wished change details multiple entities. Shreya call :)