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Recording our phone calls

As part of our commitment to giving our customers the best service, we record most of the calls made to our contact centres. We may also record some outbound calls we make. Recording our calls helps us find ways to give you better service.

Call recording privacy statement

Top contact pages

Self-serve 0800 (24/7)

IRD numbers - contact us

Income tax - contact us

Child support - contact us

Working for Families and Best Start - contact us 

General enquiries and myIR support

Current processing times

Verifying your identity

When you call us, before we can access your account, it is important that we verify your identity. This ensures we protect your information and follow our obligations under the Tax Administration Act 1994 and Privacy Act 2020. 

If you are registered for voice recognition, we will use the sound of your voice to validate you. Another option is to ask you some security questions. You must answer the security questions on your own. If anyone helps you or gives you the answers, we cannot accept your responses.

Please note, pretending to be someone else is fraudulent behaviour and is not acceptable.

If you are not fluent in English, let us know at the start of the call and we will set up an interpreter for you. 

Calling on behalf of someone else

Unless you have been set up with the appropriate authorisation to act for someone else, we can only talk with you about your account. 

If you are helping someone else and have not been set up with the right authority, you can help them only after we have validated them.

Getting someone to act on my behalf

All contact pages

Last updated: 16 Jul 2025
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