Customer service standards


Our customer service standards tell you about the standard of service you can expect from us.

We want to make it easy for you to do business with us. We aim to provide the service you need quickly and without fuss. To help us to help you, we ask that you have your Personal Public Service Number (PPSN) or Tax Reference Number and other necessary details ready when contacting us.

We aim to provide a high quality service. To test the quality of our telephone service, we record calls. We also test how easy it is to use our electronic services to make sure they are as simple and easy to understand as possible.

Letters from customers are carefully managed to give replies quickly.

We use customer surveys, customer panels and focus groups to hear directly from the public about their experience of dealing with us.

These commitments and standards recognise changing customer expectations. They also reflect increasing digital capability, availability of 24 hours a day, 7 days a week services and the change in our business model to 'Digital First' in line with the Public Service Reform Plan.

Our service delivery can vary between peak[1] and off-peak periods. We very much appreciate your patience and understanding during these peak periods. To avoid being caught up in peak period delays you should use our online services, myAccount or ROS, as they are the quickest, easiest and most convenient way for you to do your business with us.

myAccount is a single access point to a wide range of online services (except Revenue Online Service (ROS) for business customers). We have a secure online enquiry facility, MyEnquiries for use by taxpayers and tax advisors. This means we can securely send and receive messages that contain sensitive business information.

We will carefully protect information you give us. Taxpayers' details are treated confidentially.

[1] Peak periods are usually as follows:

  • Pay As You Earn (PAYE) customers: November to mid-April.
  • Business and corporate customers: end-January to end-February and end-September to mid-November.
  • Local Property Tax (LPT) customers: January, March and November to end December.

Next: Commitments and standards