Skip to main content

Delays to response times: It's taking longer than usual to answer calls and myIR messages, including for unclaimed money. You may be able to use self-service options in myIR. You can also find information on our website by typing in what you want to do in the search bar. Thank you for your understanding. Log in to myIR

The overarching purpose of this appropriation is to deliver a customer-centric, integrated tax and entitlement service experience for New Zealanders that is agile and intelligence-led.

The services we offer customers are covered by 4 categories within a multi-category appropriation.

  1. 1. Services to Ministers and to inform the public about entitlements and meeting obligations.
  2. 2. Services to Process Obligations and Entitlements.
  3. 3. Management of Debt and Unfiled Returns.
  4. 4. Investigations.

What we intend to achieve

This appropriation is intended to ensure customers find it easy to meet their tax and social policy obligations and receive the payments they’re entitled to.

The table below shows how results of our focus on encouraging customers to interact with us digitally. More and more customers are using self-service channels, such as myIR, to do what they need to. Businesses are increasingly using gateway services to interact directly with our systems - these interactions increased from 2.6 million in 2017 to 6.2 million in 2021.

The shift to our digital service channels between 2017 and 2021

How we performed

# Actual performance measured using a sample of the customer population.

All targets are unaudited.

What it cost

For the year ended 30 June 2021

We came within budget for the Services for Customers multi-category appropriation. There are 4 categories within the appropriation and the individual results are shown in the following pages.


Last updated: 02 Nov 2021
Jump back to the top of the page