Find out about: Raise a dispute or complaint
Complaints process
The Inland Revenue charter describes:
- how we will work with you, and
- what service you can expect from us.
We want to treat you fairly. If you are unhappy with the service you received please tell us about it so we can try to resolve any issues and improve our service.
Complaints process
The two options that you can take to resolve a complaint are:
- Contact the person at Inland Revenue who has been dealing with the matter and discuss the concerns. Alternatively, call a customer service representative on our toll free numbers or ask to speak to a more senior person. If your complaint is not being dealt with to your satisfaction, ask to speak to a manager.
- If this does not resolve the matter, then you can contact our specialist Complaints Management Service. The complaint will be looked at quickly, fairly and in confidence.
Disagreeing with your tax or child support assessment
If you disagree with how we've assessed your or your client's tax or child support, you may need to follow a formal disputes procedure. You can discuss this with one of our customer service representatives.
The Ombudsmen
At any time you may ask the Office of the Ombudsmen (you can see their website under "Related websites") to view decisions made by Inland Revenue. However, the Ombudsmen will usually expect you to have first tried to resolve the issue with Inland Revenue through our complaints processes.
Date published: 19 Nov 2004
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