Wednesday, 27 May 2020

Questions (59)

Dessie Ellis


59. Deputy Dessie Ellis asked the Minister for Finance if the number of staff dealing with customers experiencing difficulties contacting the Revenue Commissioners regarding tax queries will be increased; if the tax office is taking telephone queries at this time; the measures that can be put in place to improve the response time for queries submitted online through the Revenue website; and if he will make a statement on the matter. [7375/20]

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Written answers (Question to Finance)

I am advised by Revenue that its telephone helpline services are currently curtailed due to the COVID-19 related restrictions. Further information regarding these services is available on Revenue’s website at link, which may be of assistance to the Deputy.

Revenue is, however, continuing to provide a full service in respect of customer enquiries received via its on-line ‘MyEnquiries' system and through the normal postal service, and has deployed additional resources to ensure such queries are replied to in as short a turnaround time as possible. For example, Revenue is currently receiving between 4,000 and 5,000 PAYE related enquiries per day of which almost 50% are replied to on a next day basis while the remainder are dealt with well within its customer service standards.

If the Deputy is aware of a specific case that is experiencing difficulties, he should provide Revenue with the details as soon as possible so that contact can be made, and the issue rectified. The Deputy can make direct contact with Revenue via the Oireachtas Helpline at telephone number (01)- 8589999. The Helpline operates between 09:30am and 05.00pm, Monday to Friday, and operates a voicemail service for out of hours calls.