We're upgrading our voice system. This will take place from 4pm Thursday 23 November. Our contact centre will be open again from 8am Friday 24 November 2023.
Our voice technology plays an essential role in the way we interact with and support our customers, and we need a platform that allows us to respond to their evolving needs appropriately. The new technology will offer us more flexibility, so we can tailor and adapt our services both now and in the future.
As with previous system updates, we will need to close down some of our systems and services during the update:
- our phonelines (including our self-service phoneline) will be unavailable from 4pm Thursday 23 November to 8am Friday 24 November.
- we will not be able to offer callbacks for a future date from Thursday 16 November to 8am Monday 27 November
- Voice ID enrolments will be unavailable from 4pm Thursday 23 November to 8am Monday 27 November.
As we’ve previously advised, our over the phone self-service payment option is also unavailable until 27 November. You may notice some service disruptions during the upgrade. We’re sorry for any inconvenience these may cause.
Weekend calling unavailable from 25 November
We’re making some changes to be in line with other government agencies. As part of these, weekend calling will not be available from Saturday 25 November 2023. We can still be contacted during our regular weekday hours.
Self-service through the phone and myIR will still be available 24/7.