Dáil Éireann Debate, Tuesday - 12 February 2019
173. Deputy John Brassil asked the Minister for Finance if he has given consideration to the introduction of a category of vulnerable taxpayers or persons to be defined in the Revenue Commissioners' guidelines; and if he will make a statement on the matter. [6614/19]
Amharc ar fhreagraI am advised by Revenue that it operates in a manner that is sensitive to the needs of vulnerable customers within its casebase of 2.4 million customers, when carrying out its statutory functions.
Revenue’s customer service charter specifies that all customers will be treated courteously, with consideration and in a non-discriminatory way in their dealings with Revenue.
There are also numerous statutory provisions within the Taxes Acts providing for particular treatment for persons with particular needs.
Revenue has specific operational practices to meet the needs of identified groups of customers with particular needs including:-
- customers who have difficulty in accessing services because of a disability,
- customers who lack the facilities or capacity to engage online, and
- customers who lack capacity to manage their own tax affairs
In each operational area Revenue has appointed access officers who provide, or arrange for, assistance and guidance to persons with disabilities to access its services.
Revenue’s customer service staff in call centres and public offices assist customers generally, and specifically those who are unable to use online services.
In relation to customers who may have a lack of capacity to manage their own tax affairs, Revenue engages with representatives of “ward of court” cases. Revenue assisted in the development of the Assisted Decision-Making Capacity Act 2015, working to ensure that it can deliver a full range of services to persons whose needs are provided for in that legislation.
As with all public services, Revenue’s treatment of any individual is subject to scrutiny by the Office of Ombudsman and the organisation is, of course, subject to parliamentary oversight. In the circumstances I do not see a need for further definition of vulnerable persons in the tax code. However I am advised that if the Deputy has identified a particular group of vulnerable taxpayers whose needs are not met by existing services, Revenue’s customer services team will be happy to engage him to see if there is scope for further improvement.
