Willie O'Dea (Limerick City, Fianna Fail)
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165. To ask the Minister for Finance if he will confirm that the Revenue Commissioners Office at River House, Limerick is unable to provide assistance to the public regarding their taxation liabilities and queries as a result of budget cutbacks, despite the willingness to provide this assistance by Revenue staff and that there are significant backlogs resulting from the introduction of the property tax; if his attention has been drawn to the fact that the public is unable to reach a member of the Revenue Commissioners without unreasonable delay by hotline; his plans to address these issues; and if he will make a statement on the matter. [25374/13]

Michael Noonan (Limerick City, Fine Gael)
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The Office of the Revenue Commissioners is notable for the efforts it makes to provide effective and timely assistance to all taxpayers regarding their tax affairs. The range of electronic and on-line contact options are recognised as leaders amongst international revenue organisations, and these are supported by “lo-call” telephone services, postal services and public offices throughout the country. Revenue regards it as a strategic priority to make it easier and less costly for taxpayers to comply with their obligations. Along with other public service organisations, Revenue is obliged to regularly review the manner in which service is delivered to ensure the best mix of effectiveness and economy. As part of that process, procedures in the Limerick, Cork and Tralee offices have changed since the beginning of 2013. Up to that point, taxpayers could have certain tax matters fully dealt with, and have their forms processed instantly at the public counter. While this was an excellent service, it had a number of problems, including the difficulty of ensuring proper management of workflow. Processing at the counter ceased from January 2013. Taxpayers now receive a full service in terms of information and guidance, including detailed guidance on use of our on-line services. The public areas also have facilities for completion of forms and for self-service on computers provided for the purpose, with assistance if needed. Any forms or other documents are received for later processing and responses sent out by post or on-line as appropriate.

The number of callers per day has not fallen as a result of the changes implemented. Indeed, there is evidence that some taxpayers are more ready to drop into the public office because their waiting time is considerably less than in the past.

The local Revenue offices also provide an important service in supporting people with the filing and payment of Local Property Tax, including advice and support in filing on-line. Revenue has concentrated its support for Local Property Tax on a telephone help line and online resources and advice, so the public office support is general in nature. Taxpayers with complex queries are directed to the telephone and on-line resources. Due to the huge volume of calls being received, there may be some delay in contacting the telephone help line, but Revenue's statistics indicate a very good response rate and do not show an unreasonable delay.

Revenue staff – in Limerick and elsewhere – continue to provide a comprehensive service to the public, albeit in a slightly changed form. Seasonal peaks are a normal feature of Revenue business and can lead to temporary backlogs and delays. I am advised there has been no deterioration in the quality of service offered by Revenue offices.