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Complaints process

If you disagree with how we've assessed your or your client's tax or child support, this is a separate process. In this situation you may need to follow the disputes process.

Making a complaint

Your feedback is important and helps us improve. We'll do our best to fix your problem and make sure it doesn't happen again.

Before making a complaint, please try the following.

  • Talk to us. Contact our staff in the area that relates to your problem and tell them your concerns.
  • If you're not satisfied with the solution offered by a staff member, you can ask for your concerns to be escalated to a team leader or technical support staff member.

If your issue is not resolved by either of these steps, you can contact our Complaints management service by:

  • sending us a message in myIR
  • by phoning us
  • writing to us by post.

Fill in our complaint form

The best way to file a complaint is using our complaint form. This gives us the information we need to properly address your issue.

On receiving this information from you, we'll review it and contact you if we need anything more.

Complaints form

Who will look after my case

Your case will be assigned a case management officer who'll liaise with the area(s) involved with your complaint.

They'll keep you informed of the status of your complaint and the outcome, and contact you if we require more information.

How long will my complaint take to resolve

We aim to resolve a complaint within 10 working days. However, the length of time to resolve a complaint depends on its complexity. Your case management officer will discuss this with you. If your case is unable to be resolved to your satisfaction, you can ask the Office of the Ombudsmen to investigate.

Call us

Enquiry Phone
number
New Zealand callers 0800 274 138
Overseas callers +64 4 978 0650

Write to us

Postal address:
Complaints Management Service
Inland Revenue Department
PO Box 2198
Wellington 6140

The Ombudsman

You may ask the Office of Ombudsman New Zealand to review decisions made by us at any time. The Ombudsman usually expects you to have first tried to resolve the issue with us using our complaints processes.

Ombudsman New Zealand - ombudsman.parliament.nz