Richard Bruton (Dublin North Central, Fine Gael)
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Question 220: To ask the Minister for Finance if his attention has been drawn to the lengthy delays occurring in Revenue tax offices; and if the Revenue Commissioners have developed proposals to reduce this problem which appears to be recurring on a seasonal basis every year. [4887/06]

Seán Haughey (Dublin North Central, Fianna Fail)
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Question 236: To ask the Minister for Finance if effective measures will be taken to deal with two hour queues in the Revenue Commissioners' offices in Cathedral Street, Dublin; and if he will make a statement on the matter. [4692/06]

Brian Cowen (Laois-Offaly, Fianna Fail)
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I propose to take Questions Nos. 220 and 236 together.

I have been advised by the Revenue Commissioners that they are aware of the delays occurring in certain Revenue public offices. While the number of personal callers increases at the start of every tax year due to the number of queries related to budget changes and the issue of new tax credit certificates, more than 2 million of which will issue this month, the volume of callers to tax offices generally is increasing due to the buoyant economy and the more frequent incidence of multiple employments, such as persons having two or more employments simultaneously and of persons changing employment.

Revenue has already taken initiatives to address the customer service requirements of personal callers. More than 60 temporary staff have been recruited and allocated to caller areas. A limited range of on-line facilities has been provided and these will be significantly expanded in the coming months, allowing PAYE taxpayers to file returns and make rebate claims, and to update their tax credits and reliefs. The availability of these services should reduce the need for taxpayers to visit Revenue offices and go a long way towards lessening the need for direct customer contacts.

A significant number of the customers now visiting Revenue offices do not have English as their first language. This contributes greatly to an increase in the time required to deal with each individual customer. Revenue, along with other Departments and agencies, is examining a range of procedures and information technology channels with a view to developing a co-ordinated response to address the issue. Revenue is acutely aware of the shortcomings in the provision of customer service in caller areas at certain times. However, the position is kept under constant review with the aim of providing solutions which are cost effective but also address customer concerns.

Specifically in relation to the Central Revenue Information Office or CRIO in Cathedral Street, Dublin 1, Revenue has advised me that measures are currently being taken to address the customer service requirements of personal callers to that office. The CRIO was opened in the current accommodation in 1992 and dealt with, on average, 120,000 to 125,000 personal callers per year. However, in recent years numbers have more than doubled and it is currently dealing with in the region of 250,000 personal callers per year. The Revenue Commissioners and the Office of Public Works have identified additional accommodation to deal with the growth in caller numbers. Confirmation of the accommodation schedule is expected in the next few days and it is hoped to have the new accommodation in place by the end of 2006. As a temporary measure, a new reception area was put in place on Monday, 6 February, and additional staff have recently been assigned to the public office.