Customer Services
12-22 Hawkestone Street
P O Box 2198
Wellington 6011
New Zealand
T. 04 890 1500
1 November 2012
S Lamb
[FYI request #605 email]
Dear S Lamb
Thank you for your request made under the Official Information Act 1982, received on 14
October 2012. You requested the following:
“I understand that the Inland Revenue Department (IRD) records information on
average waiting times for calls to the IRD call centre to be answered, (Question PQ
23739 (2010)), what has been the average waiting time for each been from 2010-
2012?”
Information to be released
The requested information is in the following table.
Month/Year
Average wait time in minutes and seconds
Jul 2010
04:56
Aug 2010
03:51
Sep 2010
03:27
Oct 2010
03:57
Nov 2010
02:42
Dec 2010
02:04
Jan 2011
02:06
Feb 2011
01:50
Mar 2011
02:55
Apr 2011
02:08
May 2011
03:13
Jun 2011
03:05
Jul 2011
03:31
Aug 2011
03:25
Sep 2011
03:23
Oct 2011
02:26
Nov 2011
02:17
Dec 2011
01:50
Jan 2012
02:04
Feb 2012
03:10
Mar 2012
03:18
Apr 2012
02:31
May 2012
04:03
Jun 2012
04:39
Jul 2012
03:57
This fully covers the information you requested. Thank you for your enquiry.
Yours sincerely
Denis McDermott
Customer Service Manager-Interactional