IRD call centre details

G S made this Official Information request to Inland Revenue Department

The request was successful.

From: G S

Dear Inland Revenue Department,
IRD call waiting times are getting ridiculously high. Waiting for >1hr seems to be the norm at times.
Could you please tell us:
1. the number of employees at the IRD call center, employed to take calls.
2. The average number of employees at the call center "actively at work answering calls" between 8am to 8pm on a normal weekday.
3. how the above has changed over the last 5 years.
4. number of calls that wait for more than 45 minutes before getting answered for the year 2018
5. number of calls waiting more than 1 hour before getting answered for the year 2018
6. number of callers requesting a call back, but werent called back in 2018 and 2019.

Thank you.

Yours faithfully,


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From: oia
Inland Revenue Department

Attachment IR OIA response to GS.pdf
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Dear GS

Please find attached a response to your Official Information Act request
of 21 May 2019.


Kind regards

Government and Executive Services




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