Survey shows improved Inland Revenue service delivery

Survey shows improved Inland Revenue service delivery

Satisfaction with Inland Revenue’s overall service has increased since last year according to an annual survey of Chartered Accountants.

“The survey findings are consistent with the feedback we receive about Inland Revenue’s service directly from our members,” says Peter Vial CA, Chartered Accountants Australia and New Zealand’s Tax New Zealand leader.

The Inland Revenue Satisfaction Survey, commissioned by Chartered Accountants Australia and New Zealand and Tax Management New Zealand, asked Chartered Accountants working in public practice and corporates in New Zealand to rate different aspects of the service provided by Inland Revenue.

The survey showed an increase in satisfaction with Inland Revenue’s telephone service particularly the time taken to answer enquiries and with the consistency and accuracy of Inland Revenue processing.

“We’ve noted a significant decrease this year in the number of complaints we receive about Inland Revenue’s telephone service and about the accuracy of processing.”

While it is positive Inland Revenue’s consistency and accuracy in the processing of returns, assessments and payments has improved, the survey highlighted some concern about the speed of processing. “If speedier processing is not possible, our members would like to see Inland Revenue keep them better informed about the status of clients’ tax returns and reviews,” says Mr Vial.

In terms of Inland Revenue’s audit function, the survey results suggest that the percentage of taxpayers audited by Inland Revenue is very low and even lower in non-metropolitan areas. Mr Vial says this is consistent with the feedback Chartered Accountants Australia and New Zealand receives directly from its members. “Given that over 60% of Chartered Accountants in public practice think the frequency of Inland Revenue’s audits affect their clients’ behaviour, this may be an area which Inland Revenue needs to re-examine.”

Chris Cunniffe, CEO of Tax Management New Zealand says Chartered Accountants would like Inland Revenue to be more disciplined about its audit response times and about keeping members informed about the progress of audits.

“Inland Revenue’s auditors rated well again this year in terms of their manners and courtesy and their availability, but less positively in terms of their response times and their consideration of taxpayers’ views.”

This year’s survey asked Chartered Accountants Australia and New Zealand members about their provisional tax preferences. They have a clear preference for the current payment frequency of three times a year and for due dates for payment to fall on the same date each month (and preferably towards the end of the month). Respondents like being given options for calculating provisional tax and would be happy to make more frequent payments than they do currently provided there was no exposure to interest and penalties.

Chartered Accountants Australia and New Zealand has shared the survey results with Inland Revenue as part of its regular engagement with Inland Revenue on ways Inland Revenue can respond to members’ concerns and enhance its service delivery.

ENDS

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