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End-of-year arrangements Our offices and phone lines will close down over the holiday season, but our website, self-service 0800 number and myIR will remain available. Find out more

We've upgraded our voice system You may notice some changes the next time you call us. Find out more

Our Charter

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

If you're not satisfied with how we are dealing with your complaint, our Complaints Management Service can take a fresh look at it at any stage.

Complaints Management Service

If we can't resolve the complaint to your satisfaction, you can take your complaint to the Ombudsman.

Call free on 0800 802 602 or write to:

Office of Ombudsman
PO Box 10-152
Wellington 6143

Last updated: 28 Apr 2021
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