Customer service standards

Written tax returns and correspondence

Non-ROS returns, declarations, applications and repayments or offsets

We will process all returns, declarations, applications and claims for refunds or offsets according to the following standards, unless they are selected for further checking:

• 80% within 10 working days
• 100% within 20 working days.

Correspondence

We will reply to letters clearly and accurately within the following times:

• 50% within 10 working days
• 85% within 20 working days
• 100% within 30 working days.

Where a full reply cannot be issued within 30 days, we will write to you to explain why. We will tell you when to expect a full reply.

Registration

We will register 100% of cases within five working days (ten working days for Value-Added Tax (VAT)), unless the registration has been selected for further checking.

For Pay As You Earn (PAYE) customers registering for myAccount, a temporary password will be sent to your:

• mobile number (in most cases)
• email address
• or
• by post, if that was your preferred option.

Where we are unable to verify your details, we will contact you for additional information.

For business customers registering for the Revenue Online Service (ROS), there is a three-step registration process. Passwords will normally be issued within eight working days by ordinary post.

Tax clearance

We will process paper tax clearance applications from non e-enabled or non-resident customers only, and reply within five working days. Tax clearance is subject to periodic review within the year. Taxpayers must be compliant and keep tax affairs up-to-date in order to maintain tax clearance.

Accessibility

We will ensure that our offices are accessible to people with special needs and that a quality service is provided. Our accessibility statements and contact details for Revenue access officers can be found on our  website.

We will ensure that our website and online services are accessible.

Languages - Gaeilge

We will provide a service to those who wish to conduct their business through Irish. Publications, forms and leaflets are available on our website. Details about the level of service provided is outlined in our Irish Language Scheme, which is available on our website.

Complaints and appeals

If you are unhappy with any aspect of our customer service, we will deal with your complaint impartially within 20 working days. If we have made a mistake, we will apologise and correct matters as quickly as possible.

If you are unhappy with how we have dealt with your tax and duty affairs, you can ask for a review. Full details of how this process works are contained in our customer service leaflet How to complain to Revenue. The review system does not affect your right to appeal to the independent Appeal Commissioners or to the courts. Revenue has an Unreasonable complainant conduct policy in place.

Accountability

We commit to track our progress in the delivery of these customer service standards. We will measure our performance against the standards set out in this document and publish the results in our annual report.