Wednesday, 3 November 2021
Department of Finance
91. To ask the Minister for Finance if his Department is taking steps to improve access to the Revenue Commissioner phone lines for persons who either are not capable of managing their tax affairs online or for those who have complex issues that require a detailed conversation; and if he will make a statement on the matter. [53627/21]
I am advised by Revenue that its telephone Helplines remain operational despite the difficulties encountered from the COVID-19 pandemic. Further details on the Helpline opening hours is available on the 'Contact Us' page of Revenue website, which may be of interest to the Deputy.
Revenue has also confirmed that the LPT, PAYE and Self-Assessment Helplines are currently experiencing exceptionally heavy volumes of calls as filing dates for those taxes draw near, for example the LPT Helpline is currently handling up to 10,000 calls per day. To ensure the level of service is maintained through this busy period, Revenue has deployed additional resources to the Helplines, which will remain in place for the duration of the peak periods.
I am aware that Revenue has invested significantly in designing IT systems in recent years and provides a comprehensive range of online services for taxpayers to manage their tax affairs. These services, which include an online communication channel through the MyEnquiriessystem, are available 24/7, are easy to use, are fully secure and, in most cases, remove the need to make telephone contact. I am assured that the systems are intuitive and straightforward to use and do not require a significant level of IT literacy.
Regarding situations where complex tax issues exist that require direct engagement, Revenue provides a one to one appointment service with the relevant official. These engagements can be carried out remotely by video conferencing. Such an appointment can be arranged by contacting 01 738 3660. The appointment phoneline opening hours are 09.30 to 13.30 (Monday to Friday).
Finally, if the Deputy is aware of a specific taxpayer that requires assistance, he should provide the details through the Oireachtas Helpline telephone number and Revenue will make direct contact.