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GST system problem identified

Problems with Inland Revenue’s GST processing system, we now believe are resolved, were tracked down to a network load rebalancer at IR’s telecommunications provider.

Initially the problems had appeared to affect only a few customers, it had been growing, but it was thought the problem was with customer log-ins. However some very specific customer feedback yesterday led IR investigations to the problem with the provider’s network load rebalancer. That was quickly fixed by the provider.

IR apologises to affected customers and we understand how frustrating it has been in the lead up to the GST filing date. Most customers are now managing to file their GST returns, for example 18,000 did yesterday, which is around what we would expect.

This hasn’t impacted other types of tax, for example income tax or people seeking tax refunds.  Last week there were over 700,000 logins to our online services, with 98.9% within our service standard of 6 seconds.

Nor does it affect Best Start, which will be processed as planned from 1 July.

But if any customer has difficulty meeting their GST filing date because of issues with our online services, let us know, and we’ll be reasonable about that.