How to Complain to Revenue
Revenue Customer Service - Leaflet CS4
Procedures for Revenue customers relating to
There are separate mechanisms in place for you to:
- lodge a customer service complaint about the standard of service received in your personal contact with Revenue, whether by phone, letter, fax, e-mail or as a caller at one of our Public Offices;
- request an internal review in relation to any aspect of the way in which your tax and duty affairs have been handled; or
- make an appeal under statutory provisions (Appeal Commissioners, Ombudsman’s Office or the Equality Tribunal).
1. Customer Service Complaints
Normally the best and quickest way to resolve a customer service complaint is to contact the Revenue Office dealing with your affairs. A Revenue staff member will try to resolve your complaint without delay. However, if it cannot be resolved, or if you are unhappy with the response, then you can ask that it be reviewed by the local Manager.
If you are still unhappy, you can have your complaint referred to the Customer Service Manager in the relevant Region/Division. Contact details are as follows:
Customer Service Managers
Border Midlands West Region:
Telephone: (091) 57 63 50
E-mail: bmwregion@revenue.ie
Fax: (091) 57 63 98
Address: Geata na Cathrach, Fairgreen, Galway.
Dublin Region:
Telephone: (01) 633 08 83
E-mail: jacintah@revenue.ie
Fax: (01) 633 08 86
Address: 2nd Floor, Apollo House, Tara St., Dublin 2.
East and South East Region:
Telephone: (051) 86 27 00
E-mail: eseregionaloffice@revenue.ie
Fax: (051) 86 22 81
Address: 3rd Floor, Government Offices, The Glen, Waterford.
South West Region:
Telephone: (021) 602 70 16
E-mail: swregoffice@revenue.ie
Fax: (021) 602 71 02
Address: Revenue House, Blackpool, Cork.
Large Cases Division:
Telephone: (01) 647 07 10
E-mail: largecasesdiv@revenue.ie
Fax: (01) 671 66 68
Address: Setanta Centre, Nassau St., Dublin 2.
Office of the Collector General:
Telephone: (061) 48 82 02
E-mail: cg@revenue.ie
Fax: (061) 41 02 67
Address: Sarsfield House, Francis St., Limerick.
ROS - Revenue On-Line Service:
Telephone: (01) 424 42 25
E-mail: rosmanager@revenue.ie
Fax: (01) 424 43 99
Address: Revenue On-line Service, Planning Division, Bishop’s Square, Redmond Hill, Dublin 2.
Alternatively, you may raise the matter with Revenue’s Customer Service Policy Unit
by contacting:-
Revenue Commissioners,
Customer Service Policy Unit,
1st Floor,
Bishop's Square,
Redmond Hill,
Dublin 2.
Telephone: (01) 424 42 29 or Tel: (01) 424 42 36
Fax: (01) 424 43 96
E-mail: complaints@revenue.ie
If you are a person with a disability and are unable to use the contact channels shown above, the Revenue Access Officer can be contacted at:
Revenue Commissioners,
Access Officer,
1st Floor,
Bishop's Square,
Redmond Hill,
Dublin 2.
Telephone: (01) 424 42 35
Fax: (01) 424 43 96
E-mail: accessofficer@revenue.ie
2. Internal Review
If at any stage you are unhappy about the way in which we have handled any aspect of your tax or duty affairs, you can ask for an internal review to be carried out either:
- by a senior Revenue official who was not involved in the original decision, or
- jointly by an External Reviewer and the Revenue official mentioned above.
Requests for an internal review can be made to:
Revenue Commissioners,
Internal Review Unit,
Dublin Castle,
Dublin 2.
Telephone: 01- 674 88 82
E-mail: ghughes@revenue.ie
Fax: 01- 679 38 14
3. Statutory appeal procedures
Appeal Commissioners
Under Irish law there is an independent appeal process to review your tax and duty affairs. An appeal is made by giving notice in writing to the relevant Revenue official who will arrange for the hearing of your appeal by the Appeal Commissioners. The Appeal Commissioners, who are appointed by the Minister for Finance, are completely independent of the Revenue Commissioners.
The Office of the Appeal Commissioners is located at:
8th Floor,
Fitzwilton House,
Wilton Place,
Dublin 2.
Telephone: (01) 662 45 30
E-mail: egeraghy@revenue.ie or squigley@revenue.ie
Fax: (01) 661 1892
(Please see Revenue leaflets C&E 5 - Appeal Procedures relating to Customs Matters or C&E 6 - Appeals Procedures relating to Payment of Excise Duty for information on the appeal procedures applying to Customs or Excise matters).
Ombudsman
You can also contact the Office of the Ombudsman if you are unhappy about the way in which we have handled any aspect of your tax affairs. The Ombudsman's staff examine complaints about the administrative actions of Government Departments and Offices, including the Revenue Commissioners.
Contact details are as follows:
Office of the Ombudsman,
18 Lower Leeson St.,
Dublin 2.
Telephone: (01) 639 56 00 (Locall: 1890 22 30 30)
E-mail: ombudsman@ombudsman.gov.ie
Fax: (01) 639 56 74
Equality Tribunal
The Equality Tribunal is the impartial body that handles complaints of alleged discrimination under equality legislation. The Equal Status Act 2000 outlaws discrimination in the provision of services that are provided to the public. Discrimination on the basis of any of the following grounds is outlawed by the Equal Status Act.
The grounds are Gender, Marital status, Family status, Sexual orientation, Religious belief, Age, Disability, Race, Colour, Nationality, Ethnic or National origins and Membership of the Traveller Community. If you are dissatisfied with Revenue's handling of your affairs under any of these grounds, you should contact the Equality Tribunal. Contact details are as follows:
The Equality Tribunal,
3 Clonmel Street,
Dublin 2.
Telephone: (01) 477 41 00 (Locall: 1890 34 44 24)
Email: info@equalitytribunal.ie
Fax: (01) 477 41 41
October 2010