[IN CONFIDENCE RELEASE EXTERNAL]
9 July 2021
T Barnett
[FYI request #15779 email]
Dear T Barnett
Thank you for your request made under the Official Information Act 1982, received on 14
June 2021. You requested Inland Revenue’s policies/procedures for dealing with
complaints.
Inland Revenue has a dedicated Complaints Management Service (CMS) Team that
provides an objective and impartial avenue for customers to resolve complaints that have
been unable to be resolved through the usual business process.
Inland Revenue’s complaint procedures are publicly available on the
Complaints,
compliments and disputes page on the Inland Revenue website.
The website page outlines that:
•
Formal complaints
can be made through completing the
complaints form, or by
contacting the CMS Team by sending a message through myIR, calling them or
writing to them by post.
•
Complaints cases will be managed and assigned to a case management officer who
will liaise with the areas involved with the complaint. They will keep the
complainant informed of the status of the complaint and the outcome, and get in
contact if more information is required.
•
Complaints can be escalated further at any time
to the
Office of the Ombudsman
New Zealand to review decisions made by Inland Revenue.
•
A separate
dispute process is followed
if an assessment or decision regarding tax
or child support is in dispute.
Every complaint received through the CMS Team is acknowledged within one working day,
assessed and given the appropriate priority in accordance with the urgency of the issue
raised.
Inland Revenue aims to resolve a complaint case within 10 working days. However, the
length of time to resolve a complaint case depends on its complexity and case
management officers discuss this with the complainant.
Learning from complaints is an essential part of Inland Revenue’s commitment to continual
quality improvement. Regular performance monitoring and reporting of complaints is
readily available to Inland Revenue staff.
Thank you again for your request.
Yours sincerely
Meade Perrin
External Relationships Leader
www.ird.govt.nz
Ref: 21OIA1717