Customer charter

How we assist you in managing your tax and customs affairs

In accordance with Civil Service Renewal 2030 and to ensure widespread access and use of digital public services, we will prioritise our online/electronic channels.

Our online self-service channels

Our online services, such as myAccount, Revenue Online Service (ROS) and the Customs Automated Import and Export Systems (AIS/AES) are the quickest, easiest and most convenient ways for you to do business with us. In most cases you will be able to complete your transaction instantaneously without any need for further contact with us. Examples include changing your address, claiming medical expenses for your family or obtaining a customs clearance for an import or export transaction.

Revenue.ie

Our website www.revenue.ie contains up-to date guidance and technical information for customers, agents, advisors and others working in customs and taxation and should be the first port of call if you need further information from us. Information in relation to your tax and customs rights and obligations are set out in both high level summary form and in greater detail in Tax and Duty Manuals. We continually update the information on Revenue.ie and welcome customer feedback on any areas for improvement. 

Contact with Revenue officials

Digital contact

Where you are unable to complete your transactions on-line and need to contact us directly, MyEnquiries is a secure online service that allows you to send, receive and track correspondence to and from Revenue. We will route your enquiry to the Revenue official best placed to respond to the particular issue raised.

We will endeavour to answer all enquiries in the shortest timeframe possible. We ask you to be mindful that performance will be impacted by the complexity of your enquiry and by the volume of enquiries received during busier periods.

Direct contact

If for any reason you are unable to use our electronic channels, we can be contacted on our phonelines where our staff will give their names, be polite and professional and give you the information that you need. Calls are recorded for quality assurance purposes.

For taxpayers who, for a variety of reasons, may not have access to Revenue online services, or would prefer a face-to-face meeting, both virtual and in-person appointments can be facilitated. These appointments eliminate waiting times and allow taxpayers to choose a time convenient for them. A virtual appointment allows a taxpayer to speak to a Revenue officer via a video call and can be conducted from the taxpayer’s home, removing the need for them to attend a Revenue office. For details on how to contact us, please see the Contact us section on our website.

Should you require additional support and assistance in accessing our services, you can contact one of our trained Access Officers, appointed under the Disability Act. Access Officers are responsible for providing or arranging for assistance to persons with disabilities in accessing services provided by Revenue. For details on how to avail of this service see the Access Officers page on our website.