Client request email and SMS templates
Short, friendly messages that name your firm, say exactly what is needed and why, offer a secure way to send it, and avoid pressure, covering documents, ID checks, signatures, TFNs, ATO nominations and reminders.
Plain, friendly wording for the messages every firm sends while onboarding a client: documents, ID, signatures, TFNs and the occasional reminder. Each one says who it is from, what is needed, why, and how to reply. None of them uses deadlines you have not set, threats or fake urgency.
How to use these templates
- Replace anything in [square brackets]. Keep each message to one request where you can.
- Never ask for a TFN, ID document or corporate key to be sent by ordinary email or SMS. The ATO notes email isn't secure for TFNs, and the TPB guidance points to secure portals or encrypted attachments for sensitive documents.
- Every SMS names the firm, because a text from an unknown number is easy to ignore and hard to trust.
A note on the Spam Act
The ACMA's rules for commercial messages are consent, identify and unsubscribe. A message must accurately identify your name or business name with correct contact details, and every commercial message needs a clear unsubscribe option that works for at least 30 days after sending. Unsubscribe requests must be honoured within 5 working days.
These templates are service messages about work a client has engaged you to do. Keep them that way. If you add a promotion, a newsletter or an offer for another service, treat the message as commercial and add consent and an unsubscribe option. All templates below identify the firm and give contact details either way.
Email templates
1. Welcome and what we need
Subject: Welcome to [Firm], and what we need to get started
Hi [First name],
Thanks for choosing [Firm]. I'm [Your name] and I'll be looking after [you / the [Group name] group].
To get started, we need a few things from you. You can send them through [secure link].
- [Item 1, for example the trust deed and any amendments]
- [Item 2]
- [Item 3]
We'll also book a short call to confirm your identity, which tax practitioners are required to do for new clients. It takes about ten minutes.
If anything is hard to find, just tell us and we'll work out another way.
Kind regards,
[Your name]
[Firm] | [Phone] | [Email] | [Address]
2. Identity check
Subject: A quick identity check for your file
Hi [First name],
As registered tax practitioners, we confirm the identity of each new client before we start work. For you, that means a short [video call / visit to our office] where you show us [a current passport or driver's licence].
We don't keep a copy of your ID. We record that we've seen it, when and how.
Would [option 1] or [option 2] suit? Or reply with a time that works for you.
Thanks,
[Your name]
[Firm] | [Phone]
3. Engagement letter ready to sign
Subject: Your engagement letter is ready to sign
Hi [First name],
Your engagement letter is ready. It sets out what we'll do for [each entity], our fees, and what we'll each look after. You can read and sign it here: [link].
[If signing for entities:] You'll be signing for [entity names], so please check the names are right before you sign.
If anything in it isn't clear, call me on [phone] and we'll go through it.
Kind regards,
[Your name]
[Firm]
4. Permission to contact your previous accountant
Subject: Permission to contact [Previous firm]
Hi [First name],
So we can pick up where [Previous firm] left off, we'd like to contact them for your prior returns and records. Professional standards ask us to get your permission first, preferably in writing.
If you're happy for us to do that, a reply to this email saying so is enough. [Or: please sign the short form here: link.]
Thanks,
[Your name]
[Firm]
5. ATO nomination for your entities
Subject: One step in ATO Online services so we can act for [Entity]
Hi [First name],
The ATO asks business clients to nominate their tax agent themselves in Online services for business. We can't do this step for you.
Our registered agent number is [number]. The ATO's step-by-step instructions are here: [ATO link].
When you're done, please send us the confirmation PDF. The ATO doesn't notify us automatically, so this helps us link your file quickly.
Thanks,
[Your name]
[Firm] | [Phone]
6. Tax file number
Subject: Your tax file number
Hi [First name],
To prepare your return we need your tax file number. We collect it under [name of authorising tax law] so we can [purpose, for example prepare and lodge your income tax return]. It isn't an offence to choose not to give it to us, though it may affect how we can help.
Please don't reply with it by email. You can [call us on (phone) / enter it here: secure link].
Thanks,
[Your name]
[Firm]
7. Company corporate key
Subject: ASIC details for [Company name]
Hi [First name],
To keep [Company name]'s details up to date with ASIC, we'll need [the company's corporate key / a signed Form 362 appointing us as registered agent].
The corporate key is on the cover letter from when the company was registered, or on the latest annual statement. Please give it to us [by phone / via secure link], not by email.
Thanks,
[Your name]
[Firm]
8. A gentle reminder
Subject: Still need a couple of things for [Entity / your return]
Hi [First name],
Just checking in on the items below. No rush beyond [date, if there is a real one], but we can't start [the work] until we have them.
- [Item]
- [Item]
If something is hard to find or doesn't apply, reply and let me know. Often there's another way.
Thanks,
[Your name]
[Firm] | [Phone]
9. Overdue item with a real deadline
Subject: [Item] needed by [date] for [lodgement]
Hi [First name],
[Lodgement] for [Entity] is due on [date]. To lodge it on time, we need [item] by [our internal date].
If that's going to be difficult, call me on [phone] and we'll talk about the options.
Kind regards,
[Your name]
[Firm]
SMS templates
Keep texts short and always start with the firm name.
10. Documents
[Firm]: Hi [First name], it's [Your name]. Could you upload [item] here when you get a chance? [secure link] Thanks. Questions: [phone]
11. ID check booking
[Firm]: Hi [First name], we need a quick 10-min ID check before we start. Does [day, time] work? Reply YES or suggest another time.
12. Signature
[Firm]: Hi [First name], your engagement letter is ready to sign: [link]. Call [phone] if anything's unclear.
13. ATO nomination
[Firm]: Hi [First name], the ATO step for [Entity] is ready for you. Instructions are in our email from [day]. Please send us the confirmation once done. Thanks.
14. Reminder
[Firm]: Hi [First name], friendly reminder we're still waiting on [item] for [Entity]. Reply if you need a hand finding it.
15. Thank you
[Firm]: Thanks [First name], we have everything we need. We'll be in touch when [work] is ready for review.
Questions
Do client document requests need an unsubscribe link?
The ACMA's unsubscribe rule applies to commercial messages. A message that also markets a service should include consent and an unsubscribe option, so keep service requests separate from promotions and always identify your firm.
Can clients email their TFN?
The ATO notes email isn't secure for TFNs and suggests a secure option such as phone. Offer a phone call or secure upload instead.
Sources
- ACMA: Avoid sending spam
- ATO: Agent checklist for client-to-agent linking process
- TPB(GS) 42/2022 Proof of identity requirements for client verification
- OAIC: The Privacy (Tax File Number) Rule 2015 and the protection of TFN information
- APESB: Compiled APES 110 Code of Ethics (July 2025), Section 320
- ASIC: Registered agent portal access
Run this inside Nagaris
Proposals, AML checks, e-signing, client queries and jobs on one client file.
Schedule a demo