6 questions every accounting client asks (& how to respond fast)

If you’re an accountant, bookkeeper, or payroll manager, chances are you’ve had at least one client call you mid-week with that dreaded phrase:

“Hey, I just realised I might have messed up payroll…”

You’re not alone.

For most small business owners, payroll is one of those tasks they wish they didn’t have to think about — but have to get right. Between changing ATO rules, complex award rates, and constant reporting deadlines, it’s no wonder payroll ends up being one of the most common topics accountants get asked about.

Here’s a look at the payroll problems your small business clients are losing sleep over — and how you can help them fix them quickly, confidently, and compliantly.

6 questions clients ask their accountants and how to answer them

1. “I’m not sure if I’m paying super correctly…”

This is one of the first payroll questions small business clients bring up.
Super seems simple — until it’s not.

Many business owners aren’t clear on who’s eligible, how much to pay, or when payments are due. And when the ATO’s Payday Super rules kick in, that confusion only grows.

Where clients trip up:

• Forgetting to pay super on time.
• Misunderstanding super eligibility for contractors.
• Not realising the super rate has changed.
• Missing a payment and panicking about penalties.
  

How to help:

• Remind clients that super should be paid at least quarterly, though paying it every pay run makes life easier (and helps with the new Payday Super changes).
• Point them to the ATO’s Super guarantee eligibility tool for a quick check.
• Encourage automation — payroll systems like Payroller automatically calculate and schedule super, so there’s no “oops, I forgot” moment.

Pro tip: Suggest clients make super payments at the same time as wages. It’s easier for cash flow and guarantees nothing slips through the cracks.

2. “When do I need to report payroll to the ATO again?”

Single Touch Payroll (STP) still trips up plenty of small business owners — especially those who’ve been doing payroll manually for years.

Common worries you’ll hear:

• “Do I have to report every week?”
• “I thought STP was only at the end of the year.”
• “Do I still need to give payment summaries?”

How to help:

• Explain it simply: “Every time you pay staff, you report STP. Think of it like ticking the box as you go — not saving everything for June.”
• Remind them that STP covers employee earnings, PAYG, and super, and that there’s no need to issue separate payment summaries anymore.
• Encourage them to use STP-enabled software that sends the report automatically after each pay run.

Pro tip: Before EOFY, check clients have finalised their STP lodgements. Many forget this crucial step, and employees will chase them when their income statement doesn’t appear in myGov.

3. “I think I made a payroll mistake. What do I do?”

Payroll mistakes happen. Even with the best intentions, owners get busy, underpay someone, or forget to update a pay rate.

What matters most is how quickly they fix it.

The usual issues:

• Paying the wrong rate or missing overtime.
• Forgetting to update a new employee’s tax info.
• Reporting the wrong amount to the ATO.

How to help:

• Stay calm for them — payroll mistakes feel huge to a small business owner, but most are easy to fix.
• Walk them through the process of reversing or correcting a pay run in their software.
• If the ATO needs to be updated, guide them through the process of lodging an amendment.

Pro tip: Set your clients up with a quick monthly payroll check. A five-minute review saves hours of backtracking later.

4. “How do I pay different types of staff correctly?”

It’s not uncommon for small businesses — especially in hospitality, retail, or construction — to have a mix of full-time, part-time, and casual staff. And that’s where things start to get messy.

The confusion usually starts with:

• What leave each employee type is entitled to.
• Whether penalty or overtime rates apply.
• Which award rates do they need to follow?

How to help:

• Break it down in plain English. Full-time and part-time employees get annual and sick leave. Casuals don’t, but their pay rate includes a loading instead.
• Refer clients to the Fair Work Ombudsman website for current award rates.
• Suggest using a payroll system that integrates rosters and timesheets — this stops manual errors and saves you and them time.

Pro tip: Rostering software built into payroll systems (like Payroller) is a game-changer for clients with multiple staff. It’s not just about paying people — it’s about managing hours properly.

5. “Which payroll software should I use?”

This is the golden question.

Every accountant hears it eventually — and the answer depends on the client’s size, confidence, and needs.

What clients often tell you:

• “I just want something simple — I’m not techy.”
• “I need something that does STP and super automatically.”
• “I don’t want to pay hundreds a month.”

How to help:

• Recommend compliant, cloud-based software that’s actually made for small businesses.
• Highlight features that save them stress: STP reporting, automated super, employee self-service, and accountant logins.
• Make sure it fits their comfort level — if it’s too complicated, they won’t use it consistently.

Pro tip: Encourage clients to look for a tool that works for both them and you. Payroller, for example, lets accountants access client payroll directly, so you can help troubleshoot without endless back-and-forth emails.

6. “How do I stay compliant with the ATO?”

This is the big one.

Payroll compliance is where many small business owners feel most out of their depth — and it’s often the reason they reach out to you.

Why do they worry:

• They’re afraid of making a mistake that triggers an audit.
• They don’t have time to stay up to date on the rule changes.
• They don’t understand what records they need to keep.

How to help:

• Encourage them to set aside a few minutes each quarter to check their payroll process.
• Provide a simple checklist for them to follow (below).
• Reinforce that being compliant isn’t about perfection — it’s about keeping good records and staying consistent.

Pro tip: Clients must keep payroll records for seven years under the Fair Work Act. Encourage them to store everything digitally to avoid missing paperwork.

Payroll doesn’t have to be painful.

At the end of the day, payroll stress is usually a mix of confusion, compliance fear, and lack of time. As an accountant or bookkeeper, you’re often the calm voice that keeps clients from pulling their hair out.

With a bit of guidance — and the right software — your clients can turn payroll from their least favourite task into something they barely have to think about.

Payroller helps you get there faster. It is up to date with ATO compliance, easy to use, and built for small business owners and their accountants. Less chasing. Less admin. More time to focus on what really matters — running the business.