Dáil Éireann Debate, Tuesday - 10 October 2023
99. Deputy Jennifer Murnane O'Connor asked the Minister for Finance if there will be a return to full customer service within Revenue for the public, following the withdrawal of many in-person services (details supplied) during the pandemic; and if he will make a statement on the matter. [43584/23]
View answerI am advised by Revenue that, while they previously provided a traditional over-the-counter service in a number of their offices, the 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 provides a full range of online services for taxpayers to manage their tax affairs, which for the most part removes the requirement for in-person services. These services, which include an online communications channel through the MyEnquiries system, are available 24/7, are easy to use and are fully secure.
For taxpayers who, for a variety of reasons, may not have access to the online services, Revenue offers extensive support across its various telephone helplines, a full service for queries being received through the postal system and an appointments service which allows taxpayers to schedule either a virtual or in-person appointment at a time that suits them.
Further details on the appointment service are available on Revenue’s website at the following link: www.revenue.ie/en/contact-us/customer-service-contact/paye-jobs-and-pensions-helpline.aspx?gcd=0050.
Revenue has advised me that the PAYE Helpline operates from 9.30am to 1.30pm, Monday to Friday as analysis has shown that the majority of phone contacts are received in the morning.
Revenue’s current deployment of resources, and the model of both the PAYE phone service and online services reflects demand levels from PAYE taxpayers.
