Dáil Éireann Debate, Wednesday - 26 July 2017
91. Deputy Peter Fitzpatrick asked the Minister for Finance if he will report on the appointment-only service being brought into the Revenue Commissioners office in Dundalk, County Louth; and if he will make a statement on the matter. [35206/17]
Amharc ar fhreagraI am advised by Revenue that the provision of enhanced online and telephone services has resulted in a reduced demand for the traditional 'walk-in' services to public offices. The number of personal callers has fallen by 64% since 2008. Taxpayers are choosing different channels to the traditional 'walk-in' services and are getting the information and assistance they require in a way that better meets their needs.
Revenue is responding to the changing taxpayer requirements and has introduced an appointments service in a number of public offices in recent years, including the Dundalk office with effect from 17th July 2017. A dedicated telephone line is available for making appointments and appointments are facilitated on a basis agreed with the taxpayer in each instance. The provision of an appointments service at the Dundalk office provides an improvement in Revenue's service to taxpayers by enabling them to arrange attendance at a time when they can be certain of a speedy service and removes any potential for queuing or delays.
Revenue offers a range of service channels to support taxpayers to comply voluntarily with their tax and duty obligations. Revenue continues to enhance its service offering and the channels through which taxpayers can obtain information and/or engage with them. The Deputy may wish to note that, on 7th June 2017, Revenue launched a substantially revamped website designed to provide the best possible information source for taxpayers and more effectively meet their needs with clear and easy to understand information. Many taxpayers prefer, and indeed expect, to do business online. To meet that need, Revenue has in place modern, high-quality, accessible and user-friendly online services, so that taxpayers can manage their tax affairs at a time that best meets their needs. Revenue continues to enhance those services, as evidenced by recent on-line developments that include the facility for PAYE customers to file their tax returns online; the 'myaccount' service, eTax Clearance and the 'MyEnquiries' secure online enquiry facility. The introduction of a Business Taxes service and consistent opening hours across the telephone services has also provided greater certainty for taxpayers.
It is important to note that the circumstances of elderly customers and those with limited, or no, access to internet facilities is fully accommodated in the arrangements now in place and there is no difficulty arranging an appointment in such instances.
Finally, I am informed by Revenue that a significant process of engagement with staff was undertaken in advance of the implementation of the new service.
