Written answers
Tuesday, 4 March 2008
Department of Finance
Departmental Agencies
9:00 pm
Róisín Shortall (Dublin North West, Labour)
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Question 205: To ask the Tánaiste and Minister for Finance the customer service targets operated by the Revenue Commissioners; and the way performance related to these targets in 2007. [9171/08]
Brian Cowen (Laois-Offaly, Fianna Fail)
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I am advised by the Revenue Commissioners that Revenue's Customer Service Charter reflects the mutual expectations of Revenue and its customers and seeks to ensure that the organisation conforms to the highest principles of professional public service. Revenue measures its performance against the standards set out in the Customer Service Standards document.
The results for 2007 will be published in Revenue's Annual Report for 2007 due out in April next. The published Standards and the service Standard results for 2006 & 2005 are as follows:
| 2006 | 2005 | |
| % | % | |
| Complaints | ||
| Processed impartially within 20 working days | 100 | 100 |
| Telephone Service | ||
| PAYE 1890 Calls (answered) | 65 | 47 |
| Other calls answered within 30 seconds | 78 | 79 |
| Registrations | ||
| VAT 100% within 10 working days | 91 | 86 |
| Other 100% within 5 working days | 79 | 87 |
| Returns, declarations, Applications | ||
| ROS 100% within 5 working days | 93 | 91 |
| Non ROS 80% processed within 10 working days | ||
| Income Tax | 37 | 36 |
| Corporation Tax | 40 | 32 |
| Other | 96 | 91 |
| Non ROS 100% processed within 20 working days | ||
| Income Tax | 64 | 54 |
| Corporation Tax | 71 | 67 |
| Other | 97 | 97 |
| AEP Immediate Response | Immediate response | Immediate response |
| Repayments | ||
| Non ROS 80% processed within 10 working days | 76 | 76 |
| 100% processed within 20 working days | 90 | 88 |
| ROS 100% within 5 working days | ||
| Income Tax | 79 | 79 |
| Corporation Tax | 68 | 68 |
| Correspondence, e-mail, fax | ||
| 80% processed within 20 working days | 82 | 82 |
| Applications for Tax Clearance Certificates | ||
| 100% processed within 6 working days | 90 | 86 |
The Charter and Customer Service Standards documents are available on Revenue's website www.revenue.ie.
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