CCAB-I calls for Revenue’s MyEnquiries standard for responding to queries to reduce from 20 to 10 days

CCAB-I has called for Revenue’s customer service standard for responding to MyEnquiries communications to reduce from 20/25 days to 10 days considering the continued restriction of Revenue’s public phone lines.  MyEnquiries is Revenue’s secure email system. Revenue’s public phone lines are restricted since March 2020. In a letter discussed at TALC, the CCAB-I noted that a MyEnquiries customer service response time of 10 days is achievable based on Revenue’s measurement of the service and accordingly, there is no impediment to formally adopting a customer service standard of 10 days. Revenue says that it may consider reviewing the customer service standard in 2022. The CCAB-I also noted that it is often more efficient for the taxpayer, the accountant and Revenue to have a phone conversation to expedite a tax issue and a call back service would be helpful in facilitating necessary phone conversations.