Dáil Éireann Debate, Thursday - 10 November 2022
164. Deputy Ged Nash asked the Minister for Finance the average response time for an online Revenue query; if he is satisfied the Revenue Commissioner is adequately resourced to respond to such queries in a timely fashion; and if he will make a statement on the matter. [55837/22]
View answerMy Enquiries is a secure online service that allows customers to send, receive and track correspondence to and from Revenue. Revenue’s published customer service standards set out the standard of service customers can expect. Revenue reports on its performance including against the customer service standards in its annual report which is available on Revenue's website.
The customer service standard advises that Revenue’s objective is to address queries received through MyEnquiries with within 20-working days at normal times and 25-working days during peak periods.
Revenue received almost 2.5 million enquiries via MyEnquiries in 2021. Of these queries, 88% were dealt with within 20 days and 91% within 25 days. I am advised that, while the time taken to respond fully to a query will vary with the complexity of the issue, Revenue works to exceed these standards where possible. In 2021 Revenue provided completed responses to 68% of all enquiries received via MyEnquiries within a 5-day period. Overall, the average time to complete an enquiry via MyEnquiries in 2021 was 6.5 working days with a median time of 2 working days.
Therefore, I am satisfied that Revenue has adequate resources to respond to online queries.
