Brian Cowen (Laois-Offaly, Fianna Fail)

We discussed this on Committee Stage, when I said the Ombudsman's office is not appropriate in this regard. I do not propose to accept the amendment.

The Revenue Commissioners do not deliberately withhold repayments of tax due to taxpayers, or unduly delay such repayments. They make every effort possible, through mail shots, information leaflets, customer inquiry units and their website to ensure taxpayers are aware of their entitlements. To do so, the Revenue Commissioners use a variety of channels. There are 600 PAYE customer service staff available in PAYE regional offices to answer phone calls, amend tax credit allowances, deal with PAYE repayments and answer any queries customers may have. The tax credit certificate sent to each PAYE taxpayer is accompanied by a detailed leaflet setting out a wide range of information about the main personal tax credits available for the year in question, with comparative figures for the preceding year, tax rates and bands for the year in question, exemption limits for single, widowed and married persons, and how to claim an adjustment to the tax credit certificate. The Revenue website has an easy to access customer service information centre on the full range of reliefs available to taxpayers, together with claim forms for download and completion. The home page on the website contains a "what's new" section which alerts customers to timely items of interest. The website also has detailed information to direct customers to the appropriate contact point should they wish to phone, call, write, e-mail or to fax.

There are other means of communication offered including a wide range of general information leaflets, a nationwide network of information offices, an 1890 lo-call phone service, media advertising campaigns and targeted campaigns for particular issues. Revenue seeks opportunities to meet its customers on a more general basis. More significantly, it has fundamentally reorganised itself on a regional basis to provide a more coherent one-stop-shop service to taxpayers throughout the country. Deputy Ó Caoláin visited the ploughing championships and got a chance to meet Revenue there.

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