Maureen O'Sullivan (Dublin Central, Independent)
Link to this: Individually | In context | Oireachtas source

55. To ask the Minister for Finance if he is satisfied that the Revenue Commissioners are providing a suitable service for those persons who are not overly Internet efficient; and his views on whether more consideration should be given to older persons in particular in relation to the Revenue Commissioners online emphasis when dealing with front-line tax services. [16405/17]

Michael Noonan (Limerick City, Fine Gael)
Link to this: Individually | In context | Oireachtas source

I am aware that Revenue offers a wide range of contact channels to support taxpayers in both understanding and voluntarily complying with their tax and duty obligations. The contact channels include online, self-service, telephony, postal and a network of public offices which facilitate either walk-in services or an appointments service. I am advised by Revenue that it has an ongoing programme of improvement and modernisation of its service offering, tailoring the service to meet the needs of taxpayers and the increasing preference of taxpayers to do their business with Revenue online at their own convenience. 

I am advised that Revenue actively encourages taxpayers to use the online and self-service contact channels as the quickest, most flexible and most secure facilities to conduct their business with Revenue. This approach is clearly meeting the needs of many taxpayers as reflected by the fact that, for example, there was a 16% increase in 2016 in the number of tax return forms (Form 12) filed on-line by PAYE taxpayers and a 74% increase in 2016 in the number of on-line requests for P21 Balancing Statements. This increase in the preference for on-line services is a feature across the taxpayer base.

Revenue fully appreciates that some customers will be unable to avail of digital services for any one of a number of reasons. In such circumstances, I am assured by Revenue that they are committed to providing a quality customer service on alternative channels to help those customers understand or comply with their tax obligations and claim their entitlements.  In that regard, and by way of practical evidence of that, I am advised by Revenue that its increased resourcing to support those making contact by telephone led to a significantly improved service to PAYE taxpayers with call-answering rates for 2016 increasing to 97% despite an increase in the overall number of calls received.

I am satisfied that Revenue's customer service approach is fully cognisant of the different needs and preferences of its very diverse customer base.