Dáil Éireann Debate, Monday - 11 September 2017
108. Deputy Pearse Doherty asked the Minister for Finance if the Revenue Commissioners have plans to review their use of 1890 numbers or to provide alternatives, in view of the prevalence of mobile phones which do not have a local call rate; and if he will make a statement on the matter. [37003/17]
View answerI am advised by Revenue that they received almost 2.7 million telephone calls on their 1890 services in 2016. These calls were handled by staff in various locations throughout the country. From Revenue's perspective, and in particular to deliver the quality, predictability and reliability of service to which they are committed, it is essential to have a telephone system that can handle the significant volume of business involved. The 1890 LoCall system is the current platform that best delivers on the demands for an effective telephone service by Revenue.
I am advised by Revenue that 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. The question of rates charged by telecoms operators for telephone services is a matter for the Commission for Communications Regulation - ComReg. I am advised by Revenue that they have raised their concerns as regards the charging for calls to the 1890 service with ComReg.
As an alternative to contacting the 1890 services, the vast majority of routine tax and customs enquiries can be answered by reference to the comprehensive information service on www.revenue.ie. This website was recently re-launched making it easier to navigate and find information and it is also now accessible on all smart devices. Revenue also rewrote a considerable amount of the information on the website in plain ordinary language making it even easier for the customer to understand. Revenue also provides an increasing range of cost effective and speedy online services which can be accessed through the myaccount service or ROS.
I am assured by Revenue that it is very conscious of the need to provide a range of comprehensive, flexible, cost effective and reliable service channels to customers. This includes its telephony services. In that context I am also assured that Revenue keeps its telephony infrastructure under ongoing review. Revenue will be happy to assess and exploit the potential of any new technology that will guarantee its ability deliver a robust and reliable telephony service and address the costs issue for mobile phone users.
