25 July 2018
Do Kyun Kim
Dear Do Kyun Kim
Thank you for your request made under the Official Information Act 1982 (the Act),
received on 27 June. You requested the following:
1. The cost of each 0800 call from a landline or mobile
2. How many cal s Inland Revenue gets on a monthly basis
3. Whether Inland Revenue can also publish normal landline phone numbers
alongside 0800 numbers and whether Inland Revenue has normal landline
numbers for domestic callers
The information you requested for the cost of each 0800 cal Inland Revenue receives is
not held by Inland Revenue. This information is more closely held by the Department of
Internal Affairs (DIA), as the holder of the contract providing the 0800 service. I have
therefore transferred this part of your request to Colin MacDonald, as Chief Executive of
DIA under section 14(b)(i) of the Act.
Call volumes vary significantly from month to month in line with key filing dates. The
table in Appendix One shows how many cal s Inland Revenue received on a monthly
basis for the past year.
Please note that, in the table below, Real Cal Demand (RCD) is a calculation that reflects
the number of unique customer cal s Inland Revenue receives on any given day. This
accounts for abandoned calls, where the customer has disconnected the call while
waiting, capped cal s, where cal s are not allowed to enter the queue because the volume
of calls exceeds our ability to answer them in a reasonable timeframe and callers that
legitimately need to call more than once.
In June 2018 there was an external provider data outage, which meant cal capping
reporting was unavailable between 1 June 2018 and 28 June 2018. This caused the RCD
calculation to lack a key component. As a result, we cannot accurately calculate the RCD
over this time and the figures provided for the month of June 2018 should be treated as
For each of the 0800 numbers that are available to customers in New Zealand, we do
have a “local” number. These are the equivalent of most 0800 numbers available, but
are prefixed with the area codes for either Wellington (04) or Auckland (09). For many
domestic callers within New Zealand this would result in a toll call for the customer.
Providing an 0800 number is a toll-free option across New Zealand.
The “local” numbers mentioned above are intended to be used by a customer that needs
to cal Inland Revenue from overseas.