Account managers can help tax agents with exceptional issues that have not been resolved through our usual service channels:
- myIR – online services
- voice channels
- information available on our website.
Before contacting Inland Revenue, check our current processing timeframes.
Situations that may qualify as an exceptional issue
For client ‘exceptional issue’ emails, these can be sent to the centralised site email address, ensuring that the IRD number and name of your client is shown in the subject line. This will help ensure your request is managed efficiently.
Here are examples of times you may need to contact us.
- A refund that may be outside the current processing time frame and has already been followed up through the usual channels.
- Account registrations, IRD number applications and similar requests that you have already followed up through the usual channels and are now outside of the current processing standards.
- For system issues such as being unable to access myIR and suspected compromise of your myIR account, contact your account manager directly. Reporting this promptly may help us quickly identify a wider issue.
Unresolved or unsatisfactory handling of issues
If your issue remains unresolved, or you believe you have not received the appropriate level of service through the account management service, you can raise your concerns with our Complaints Management Service.
Email: [email protected]
Please include your name, IRD number, contact details, and a summary of concerns.
The Complaints Management Service will direct your concern to the appropriate area of Inland Revenue. The standard time frame for acknowledgement is 1 working day, and resolution is 20 working days.
However, the length of time will depend on the complexity of the issue, and we’ll discuss the timeframes with you.