Willie O'Dea (Limerick City, Fianna Fail)
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53. To ask the Minister for Finance the number and location of Revenue Commissioners offices with over-the-counter services open; how this number compares with the number of over-the-counter services available before 2020; the number of offices that provide telephone services; the opening hours of each; if there are plans to increase the hours of operation of the Revenue telephone services across the country to deal with the large volume of phone calls that they are experiencing; and if he will make a statement on the matter. [21874/23]

Michael McGrath (Cork South Central, Fianna Fail)
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I am advised that Revenue provides a wide range of service channels to taxpayers who require assistance including online, phone, postal and an appointment service.

While Revenue previously provided a traditional over the counter service in a number of their offices, changing demands of taxpayers and the need to provide an efficient and cost-effective service has resulted in the overall mix and nature of service channels evolving.

Revenue have confirmed that between 2015 and 2017 a number of their public offices transitioned from a walk-in service to an appointments service. At the start of 2020 appointments could be arranged in all Revenue offices and a walk-in service was available in Cork, Limerick, Galway and Dublin.

Revenue provides a full range of online services via MyAccount and Revenue Online Services (ROS) that allows most taxpayers to manage their tax affairs online, which for the most part removes any requirement to attend public offices, including a secure online communication channel, MyEnquiries, where queries can be submitted, and progress tracked. In addition, Revenue provides a comprehensive phone service that is structured around business function rather than geographic location. The table below sets out the business function, its associated phone number and opening times. Revenue is continuously reviewing its service channel options and deploys its resources on an agile basis to meet demand.

For those taxpayers who would prefer a face-to-face meeting, an Appointments Service is provided. The Appointment Service offers both virtual and in-person appointments, eliminating waiting times and allowing taxpayers to choose a time convenient for them. An appointment can be made through Revenue’s dedicated appointments phone service, 01-7383660, or alternatively, taxpayers can visit one of four Revenue Offices located in Dublin (Cathedral Street, Dublin 1), Cork (Revenue house, Blackpool), Galway (Geata na Cathrach, Galway) and Limerick (Sarsfield House, Francis Street, Limerick) to make an appointment.

*ROS Technical team also make calls to customers, if necessary, between 8.00 -18.00 (Opening hours are extended in the days before Pay & File)