Due to our contact centres having reduced capacity due to cross-government queries and social distancing, our tax agent phone line has been unavailable. As we begin to return our usual work, including front of house services, we have continued to receive very high volumes of calls from our customers. Given these circumstances, we have consulted with professional bodies and the tax agent cohort to discuss and determine the best approach to support tax agents.
The most effective way for tax agents to contact us continues to be online through myIR.
Most tasks can be completed in myIR or by sending a message through myIR - as long as there's enough information for our staff to complete your requests. myIR messages are a good way to keep a written record of requests, and the new reply function makes it easier to keep track of conversations.
We aim to continue responding to these messages promptly.
If you aren't sure how to do something or you're unsure what features are available in myIR, you can search the information on our site or view our webinars to learn more.
In particular, we know that credit transfers can be complex, so we've recently added more information on our website to help you with this.
New tax agent phone line hours
We also understand that some queries can’t be managed online. As such, we're-opening the tax agent phone line with reduced hours from next Monday 22 June. The tax agent phone line will be available Monday to Friday, 8 am till 12 pm.
If you have a query that can be self-managed via myIR, we'll assist you in doing so. To ensure we help as many tax agents as possible, our people will finish the actions required for the account and advise that they need to end the call. If there are high volumes of calls, the phone queue may be capped earlier to ensure the queries can be managed in the time available. You'll also be able to request a call back within our reduced hours.
If your enquiry is critical, please contact your Account Manager.
Given the ongoing impacts of COVID-19 on our customers we anticipate we’ll need to operate in this way for some time. We appreciate your patience and your willingness to adapt.