Customer service standards

Written tax returns and correspondence Standards and Commitments

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 offset 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 sent within 30 days we will write to taxpayers and explain why and will tell you when to expect a full reply.

Registration

• We will register 100% of cases within five working days (ten working days for VAT), unless the registration has been selected for further checking.
• For 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 ROS, there is a three-step registration process and 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's Access Officers can be found on the Revenue 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 business in Irish. Publications, forms and leaflets are available on our website. Details about the level of service provided is set out 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 say we are sorry and put it right as quickly as possible.
• Anyone who is unhappy with how we have dealt with their tax and duty affairs can ask for a review. Full details of how this process works are contained in Revenue's customer service leaflet 'How to complain to Revenue' below. The review system does not affect a taxpayer's right to appeal to the independent Appeal Commissioners or to the courts.
• Information about how to make a complaint to us is set out in How to complain to Revenue.
• 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.