Feedback policy
At Revenue, our mission is to serve the community by fairly and efficiently collecting taxes and duties and implementing customs controls. We aim to do this by providing services and guidance on our website that help you understand and meet your obligations with minimal burden.
We value your feedback as an essential tool for understanding your needs, addressing concerns and enhancing the quality of our services. This policy outlines our approach to gathering and actioning your feedback.
How we gather feedback
To gather your feedback, we provide links to our website feedback tool across our website so that you can provide:
- a star rating between one and five
- any comments for improvements.
You can access the website feedback tool by clicking on the ‘Please rate how useful this page was to you’ link at the bottom of each webpage. You will then be prompted to consent to the use of cookies in order to see the survey form.
Our website feedback tool requires cookies to function and you can find more information about this in our Privacy statement.
How we action feedback
We review all website feedback that we receive to understand your needs and to identify actionable insights for improving our website. We categorise all feedback by considering if it is something that is actionable or inactionable.
Actionable feedback
Actionable feedback includes feedback that:
- requests more examples
- highlights typos or misspellings
- prompts further details or clarity on a particular subject
- contains positive comments about the webpage that we can replicate across our website.
Inactionable feedback
Inactionable feedback includes feedback that:
- is unclear or vague
- contains any vulgar or offensive language
- outlines a specific customer query that requires a response.
Note
Our website feedback tool is not to be used to for individual customer queries and any queries received will be deemed inactionable.
If you have a query you would like to discuss, please contact us or submit an enquiry.
We also do not consider feedback that contains specific customer information such as:
Methods for submitting confidential information
Tax evasion reporting
For information on how to report suspected tax evasion, please see Reporting tax evasion (shadow economy activity).
Protected disclosures
For information on reporting wrongdoing, please see Protected disclosures.