John Lyons (Dublin North West, Labour)
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75. To ask the Minister for Finance if he will ensure that any future correspondence from the Revenue Commissioners to property owners is reviewed by the National Adult Literacy Agency or similar body to ensure it is jargon free, in plain English and easily accessible for those with varying literacy levels. [47817/13]

Michael Noonan (Limerick City, Fine Gael)
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I am advised by Revenue that it is very conscious of the importance of making sure that its communications with all taxpayers, including property owners, is as simple and understandable as possible. Its objective is always to convey information that meets the “plain English” standard so that taxpayers readily understand their entitlements and obligations, and it has full regard to information or suggestions on an on-going basis as to how information can be made clearer. I understand that, to strengthen its approach further, Revenue is currently preparing a protocol for customer information publications. This protocol will include the latest National Adult Literacy Agency (NALA) guidelines for presenting information in plain English. Where major new documentation is being published (such as documents explaining changes to operation of the PAYE system) Revenue liaises with its own customer consultative panels, a range of representative bodies, in particular those representing older persons, and organisations like NALA to ensure that the language used to explain the changes is simple and easy to understand.

In her appearance before the Joint Committee on Finance, Public Expenditure and Reform on 7 November the Chairman of the Revenue Commissioners reminded the Committee that the Local Property Tax (LPT) is the largest extension of the self-assessment system in its history. This is a new tax, with new concepts and new language for many of Revenue’s customers and likewise for Revenue staff.

Revenue has made every effort to make it as easy as possible for property owners to understand this new tax and how it will impact on them. On the day I announced the introduction of LPT (Budget Day 5 December 2012), Revenue published Frequently Asked Questions (FAQs) on its website which provided details of how the tax would operate in simple English. In fact Revenue received much positive feedback on the clarity of the information provided on their website. This information was made available to property owners more than six months before the tax was introduced and it is updated regularly as issues requiring clarificiation emerge. Revenue also confirmed that it had extensive engagement with many representative bodies and the Citizens’ Information Service, all of whom were provided with copies of the LPT1 form, LPT Guide and the letter to property owners. Between March and April this year Revenue issued letters to property owners and included a LPT Guide which explained the operation of LPT and the range of options for paying the tax. The Guide was in a “question and answer” answer format to make it as user friendly as possible.

For the issue of letters to about 988,000 property owners in October, Revenue placed advertisements in national and provincial newspapers and developed a number of “frequently asked questions” specifically for the 2014 filing period. In addition, spokespersons were also provided for national and local media.

I am satisfied that Revenue will fully take on board the communications related issues that have arisen over the past number of weeks and will take whatever steps are necessary to ensure that key messages in its LPT and other correspondence are as easily understood as possible.