Joan Burton (Dublin West, Labour)
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Question 519: To ask the Minister for Finance if his attention has been drawn to the findings of the recent survey of the Revenue Commissioners (details supplied); his views on the universally negative view of those surveyed; if there are proposals to implement a more effective complaints mechanism and to address the perceived lack of expertise at the first point of contact; and if he will make a statement on the matter. [29423/06]

Brian Cowen (Laois-Offaly, Fianna Fail)
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I have seen the recent newspaper report about the survey. Customer surveys can be useful in providing feedback on service delivery. In fact, I am advised that Revenue has recently conducted its own survey of SMEs, and while they are currently in the process of analysing the preliminary results, the indications from this survey are generally very positive as regards Revenue's service to businesses.

I have also noted a recent comment by the Small Firms Association to the effect that they regard Revenue as being among the most proactive of Government Agencies when it comes to empathising with the needs of small business. Therefore, one needs to seek a balance in reporting on such matters.

As far as a complaints mechanism is concerned, the Deputy will be aware that all taxpayers have a right, which is specifically recognised in Revenue's Customer Service Charter, to seek a review of the handling of their tax or customs affairs. If the matter cannot be resolved locally, taxpayers can have their complaints referred to the Customer Service Manager in the relevant Region/Division. If the situation still cannot be resolved, the taxpayer may have their case reviewed either internally by a senior Revenue officer outside the Region/Division or by an External Reviewer acting in conjunction with a senior Revenue officer.

In addition of course, taxpayers have a full right of recourse to the Office of the Ombudsman, and this option has been availed of by taxpayers on a regular basis in the years since that Office was established, as indicated in the Annual Reports of the Ombudsman.

I understand that, over the years, these complaints procedures have operated successfully in relation to a wide range of issues. Details of how to avail of Revenue's Customer Service Complaints procedures are set out in Revenue Leaflet CS4, which is available on www.revenue.ie.

On the alleged lack of expertise at the first point of contact, the Revenue Commissioners advise that they provide extensive training to their staff on all aspects of the operations of the Office and constantly review training needs of all staff. Revenue recently signed an important new agreement with the University of Limerick for the delivery to its staff of an Honours Level degree programme in Applied Taxation. Over 100 staff have already obtained a Diploma level qualification on that Programme. Over the period of the agreement, close to 1,200 Revenue staff are expected to graduate from UL with a significant and relevant third-level qualification in taxation.

I am advised by Revenue that they continuously examine ideas to further improve service to all their customers, including tax practitioners, and indeed earlier this year, senior staff from Revenue conducted a series of interviews with the major tax practitioner bodies to seek their views. Such ideas are regularly discussed in the Tax Administration Liaison Committee which is made up of Revenue and representatives of the main Accountancy Bodies, the Law Society and the ITI.