Dáil Éireann Debate, Tuesday - 26 May 2026
187. Deputy Grace Boland asked the Tánaiste and Minister for Finance the measures currently in place within the Revenue Commissioners to support taxpayers who experience difficulties engaging with digital systems due to low digital literacy, limited access to technology, age, disability or other barriers; and if he will make a statement on the matter. [39982/26]
View answerRevenue operates to a published Customer Charter, which sets expectations for timeliness, fairness, and quality across all customer interactions. The Customer Charter also outlines its commitment to providing a high standard of service to all Revenue customers and to treating all its customers equally. Revenue has advised that it is committed to providing an accessible and inclusive service to all taxpayers and recognises that barriers to digital engagement can arise from a wide range of circumstances, including low digital literacy, limited access to technology, age, disability, language, and other personal or socioeconomic factors.
Revenue has noted to me that it is aware that certain taxpayers may need a more traditional, non-digital service. As such, in addition to online services, Revenue provides a range of alternative channels for those who cannot use digital services and is committed to help those taxpayers comply with their tax obligations and claim their entitlements.
Revenue also offers a range of appointment services to taxpayers in addition to the phone and online services. In-person appointments are available at its offices in Dublin (O’Connell Street), Cork (Revenue House), Limerick (Sarsfield House) and Galway (Geata na Cathrach), between 09:30 and 13:30 hours, Monday to Friday. Taxpayers can schedule an appointment during those hours at a time that is convenient for them.
Virtual appointments are provided nationally which allow taxpayers, accompanied by a trusted friend or family member if they so wish, to speak to a Revenue officer via a video call, through an internet-enabled smart device. Virtual appointments can be conducted from the taxpayer’s home, removing the need for them to attend a Revenue office. The appointments are conducted on Microsoft Teams and once an appointment is scheduled, Revenue will send a MS Teams meeting link which allows taxpayers to attend this appointment virtually.
Taxpayers without access to an internet connection or a smart device can arrange for a “RevConnect” in-office virtual appointment. RevConnect is a service that allows taxpayers to attend a designated Revenue office and using Revenue equipment, speak to a Revenue official regarding their query. These virtual appointments can be made between 09:30 and to 16.00 hours, Monday to Friday. The service is currently available from selected Revenue offices around the country including Castlebar, Dundalk, Letterkenny, Tralee and Waterford.
Appointments can be arranged by calling (01) 738 3660, and further information regarding Revenue’s National Appointments Service can be found on Revenue's website.
For persons with a disability or requiring additional assistance, Revenue has appointed Access Officers across its operational Divisions. Access Officers are a point of contact with responsibility for providing or arranging for assistance and guidance to customers requiring additional assistance. Access Officers also assist customers by arranging services such as appointments; Irish Sign Language translations; braille documentation and other services provided by Revenue. Further details on Revenue’s Access Officer service is also available at Revenue's website.
Revenue facilitates taxpayers in appointing a tax agent, a trusted family member, or another nominated representative to manage their tax affairs on their behalf. For taxpayers experiencing difficulty engaging with Revenue directly — whether due to digital barriers, ill-health, age, or other circumstances — this is a well-established route to ensuring compliance and entitlement without placing an undue burden on the individual taxpayer.
For customers who are not e-enabled, Revenue advises me that it provides a form ordering service for customers who do not wish to file returns or claim entitlements through Revenue’s online channels. Customers may order paper PAYE Income Tax Returns, this service is accessible for customers through a 24-hour automated number on 01 738 3675 or by email at custform@revenue.ie.
To further assist customers who cannot use Revenue’s online services, an Access Supports Marker is also available to customers on an “opt-in” basis. This marker will be applied where customers advise that they have a need for additional supports and assistance in managing their tax affairs and allows Revenue’s customer service staff and caseworkers to quickly and easily identify customers who cannot use Revenue’s online services, ensuring that they are not diverted to online channels, and that correspondence issues in hard-copy, paper format.
Revenue has advised that, as part of their service to customers, it is hosting an Over 65s: ‘All You Need to Know About Tax’ event series from 19 May to 4 June 2026, with sessions taking place in Dublin, Kilkenny, and Limerick. The aim of these events is to enhance the supports available to older taxpayers in meeting their tax obligations, to promote awareness of Revenue's online services and the ease with which they can be used, and to reduce the compliance burden on this group of taxpayers. Further details on dates, locations, and how to register are available on the Revenue website.
Finally, Revenue has assured me that it will continue to monitor demand for non-digital services and enhance its supports as necessary to ensure that taxpayer are not disadvantaged in meeting their obligations or accessing their entitlements as a result of digital exclusion.
