Revenue, the Irish Tax and Customs administration, continues to invest resources in ensuring that customers have a positive experience when they contact Revenue. Two key elements of this are:
• The customer service standards and
• The complaints procedures for when the service does not match customer’s expectations.
Revenue’s customer service standards set out the standard of service customers can expect including timeframes within which their correspondence and telephone calls will be dealt with. These are clearly set out on their website where it explicitly states that the aim is to make it easy for customers to do business with them, that they will endeavour to provide the service the customer needs and that we will do it quickly and without fuss.
The customer service commitments and standards also recognise changing customer expectations and in line with the Irish Governments Public Service Reform Plan, Revenue continues to invest in digital capability towards providing a 24 hours service, 7 days per week. ‘Revenue Online Service’ (ROS) is designed with business customers in mind while the ‘myAccount’ service is a single access point to a wide range of online services for individuals, principally employees and customers in receipt of pensions. Both services offer a secure facility, ‘MyEnquiries’, to submit written enquiries.
These services are backed with a commitment to;
• prioritise online channel over other channels
• provide online services that are easy to use, secure, quick and reliable
• notify customers where possible, if a transaction has been selected for further checking
• provide a ROS helpdesk service to assist customers in using online services
• provide help and assistance to customers when they are switching to online services
• continually review the information on the website to ensure that it is up-to-date and written in plain language to make it easy to understand.
For the most part, issues and complaints raised by customers are resolved in the normal course of business by dealing directly with the front-line Revenue officer or that officer’s supervisor. Notwithstanding this, Revenue recognises that it is not always possible to resolve all issues in this way. To build and maintain trust in the relationship between Revenue and their customers, a complaints procedure is in place that is accessible, transparent and fair. Customers also have recourse to a range of external independent bodies depending on the subject matter of the complaint.
Trust & Compliance
