Dáil Éireann Debate, Tuesday - 27 September 2016
154. Deputy Josepha Madigan asked the Minister for Finance if the Revenue Commissioners intend to review charging taxpayers seeking assistance on revenue lo-call numbers; the rates that are charged to customers who use the lo-call numbers in the Revenue Commissioners; his views on whether it is appropriate that taxpayers making general queries regarding paying tax should pay these charges; and if this is a matter that will be reviewed. [26541/16]
View answerI am advised by Revenue that it does not charge customers for the services it provides, whether via telephone or other channels. Charges are levied by the telecom providers. The cost of the call from a mobile telephone is, in fact, shared between the caller and Revenue, as is the norm with most LoCall telephone services. Calls from landlines to 1890 numbers are charged at standard rates, or lower in some instances, by most telecoms providers. I am advised by Revenue that a significant amount of inbound calls to its 1890 service are still made from landlines and in the twelve month period to mid September 2016, more than half of all calls to Revenue's 1890 service were made from landlines.
While the 1890 service is a low cost service, many mobile operators do not treat it as a low call service or as part of 'bundled minute packages' and charge standard rates. I am advised that it is not possible to provide details of the rates chargeable as it depends on the specific network provider and the particular package the caller is signed up to.
Revenue received almost 2.5 million telephone calls on their 1890 service in 2015. These calls were handled by large numbers of staff in various locations throughout the country. From Revenue's perspective, and in particular to deliver the quality and reliability of service to which it is committed, it must have a telephone system that can handle the significant volume of business involved, is resilient and stable and ensures continuity of service. The 1890 LoCall system is the current platform that best delivers on the demands for an effective telephone service by Revenue. I am assured by Revenue that the options as regards the telephony infrastructure it operates under are kept under regular review. As developments in telephony and technology evolve to reduce the cost for taxpayers while still preserving the provision of an efficient and sustainable telephone service, these opportunities will be exploited by Revenue.
Many of the enquiries to Revenue's telephone service relate to matters that are covered by comprehensive information available on its website www.revenue.ie. For the first eight months of this year, there have been around 52 million "hits" to its website from the public. Revenue is undertaking a significant revamp of its website to make sure that it provides an easy to navigate, readily accessible and free source of all key information for taxpayers and businesses.
The issue of the cost of mobile calls to 1890 numbers has been raised previously by Revenue with the Commission for Communications Regulation (ComReg). In light of the representations from the Deputy I am advised by Revenue that it will raise the issue again with ComReg.
