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Voice and correspondence customers

Overall satisfaction with our services

Our customers rated our services on a scale of 1 to 5. Three to 5 represented satisfied and 4 to 5 represented very satisfied.

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 87% 71%
Accessibility and convenience 80% 65%
Personable and knowledgeable staff 86% 74%
Having an appropriate outcome 87% 75%

Satisfaction with our service quality - different customer groups

Our customers rated our services on a scale of 1 to 5. Three to 5 represented satisfied and four to five represented very satisfied.

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 87% 73%
Working for families 86% 73%
Child support 82% 62%
KiwiSaver (Employees) 93% 88%
Student loan 90% 73%
No social policy 93% 90%
Overall satisfaction (Businesses) 85% 70%
SMEs 88% 73%
Large enterprises 88% 78%
Tax agents 87% 67%
Not for profits 74% 58%

1This is an overall indicator of accessibility and convenience that is used from this quarter and onwards. This replaced 'Being able to access services' in past quarterly reports.

Online customers

Overall satisfaction with services

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 92% 81%
Website easy to use 84% 68%
Accessibility and Convenience 91% 81%
Confident systems were secure 94% 85%
Student loan 92% 72%

Satisfaction with service quality - different customer groups

Our customers rated our services on a scale of 1 to 5. Three to 5 represented satisfied and four to five represented very satisfied.

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 90% 80%
Working for families 91% 85%
Child support 83% 71%
KiwiSaver (Employees) 94% 90%
Student loan 95% 82%
No social policy 81% 75%
Overall satisfaction (Businesses) 93% 82%
SMEs 97% 84%
Significant segment2 95% 88%
Tax agents 88% 71%
Not for profits 89% 81%

Perceptions about us

This table show the perceptions of members of the public on a scale of 1 to 5. Three to 5 represented good, 4 to 5 represented very good.

Public perception 3 - 5 rating
(good)
4 - 5 rating
(very good)
Trust in Inland Revenue 88% 57%
Operationally effective 81% 43%
Confidence that Inland Revenue does a good job 91% 61%

This table shows the perceptions of our customers who have recent contact with us, through either voice correspondence or online channels, on a scale of 1 to 5. Three to 5 represented good and 4 to 5 represented very good.

Customer perception 3 - 5 rating
(good)
4 - 5 rating
(very good)
Trust in Inland Revenue 94% 71%
Operationally effective 83% 54%
Confidence that Inland Revenue does a good job 94% 75%