Medibank data migration causes tax-time delay for customers

Most of Medibank’s customers will be unable to file their tax returns with the Australian Taxation Office until a tech glitch is resolved, the health insurer revealed today.

Medibank said the issue was related to a “major technology upgrade” and a related data migration process which had led to a reporting issue that will delay the company from issuing annual tax statements to the majority of customers.

“I sincerely apologise to our customers for this disruption. It is important for customers to know their personal data has not been compromised,” Medibank CEO Craig Drummond said in a statement.

“Our team is working around the clock to resolve this issue, and I want to assure customers that our focus is on minimising the impact this will have on them,” Mr Drummond said.

The delay means most customers won’t receive their statements by 15 July. Customers of Medibank subsidiary ahm are not affected by the issue.

“We can’t tell right now when impacted members will receive their statement but please be assured we are working as hard as we can to minimise any delay,” a statement on the Medibank website states.

“If you are affected we will let you know directly.”

Medibank encouraged customers to not contact its call centre and retail outlets about the problem.

“Please note our call centre and retail staff will not be able to give you any further information,” the statement said.

The health insurer has set up a web page where customers can check if they will be affected by the problem.

Last year a significant number of Australians were delayed in filing their tax returns with the ATO due to a problem with the agency’s online MyTax platform. People struggled to use MyTax shortly after the end of the financial year.

This year the ATO has boosted the processing capacity of the online application. The ATO has killed off its E-tax desktop application, meaning MyTax will be the only option for individuals looking to file their own tax return.