Our commitment to the community
Inland Revenue collects money to pay for public services. We help people to meet their obligations and receive their entitlements. We work within the Inland Revenue Acts and other relevant laws, and our actions are consistent with the spirit of the Treaty of Waitangi.
How we will work with you
- We will be easy to deal with, prompt, courteous and professional.
- We will follow through on what we say we will do.
- We will be responsive to individual, cultural and special needs.
- The person you are dealing with will give you their name.
- We will value your feedback and use it to improve our services.
Reliable advice and information
- We will provide you with reliable and correct advice and information about your entitlements and obligations.
- We will assist you to get in touch with the right people for your needs.
- We will be well-trained and competent.
- We will keep looking for better ways to provide you with advice and information.
- We will treat all information about you as private and confidential, and keep it secure. We will only use or disclose it in accordance with the law.
Consistency and equity
- We will apply the law consistently so everyone receives their entitlements and pays the right amount.
- We will take your particular circumstances into account as far as the law allows.
Your right to question us
- We will make it easy for you to question the information, advice and service we give you.
- We will inform you about options available if you disagree with us, and we will work with you to reach an outcome quickly and simply.
For this Charter to work effectively, we rely on each customer to provide all relevant information when dealing with Inland Revenue.
If you have a complaint about the service you've received
At any stage, if you're not satisfied with the way your complaint has been dealt with
We have a Complaints Management Service that can take a fresh look at your complaint. Call us free on 0800 274 138 between 8 am and 5 pm weekdays.
If you'd prefer, you can put your complaint in writing. Including the following information will help us to fully investigate your complaint:
- your contact details
- your IRD number
- a brief description of your complaint and any steps you've taken to try to resolve it, and
- copies of any documents you think are relevant.
Please send your complaint to:
Complaints Management Service
Inland Revenue Department
PO Box 1072
We're committed to dealing with your complaint promptly, fairly and fully
If we can't resolve your complaint immediately, we'll keep you informed of progress and discuss with you how we propose to resolve it.
If we can't resolve it to your satisfaction, you can take your complaint to the Ombudsmen.
You can call free on 0800 802 602 or write to the Office of Ombudsmen, PO Box 10-152, Wellington.
If you disagree with how we're assessing your tax or child support
You may need to follow a formal disputes procedure. You can discuss this with one of our customer service representatives.
Date published: 07 Apr 2011
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