I am advised by Revenue that, with a view to capturing comprehensive data on its telephone service performance, facilitating transparency and driving efficiency improvements, it introduced a new telephony system in September 2024 which records data on calls received, call waiting times and call abandonment rates in full, though as a consequence, complete data is only available for the most recent 19-month period.
Revenue's telephone service handled a significant volume of contacts over the 19-month period, with just under 7 million calls received. However, this figure represents all calls that reached Revenue's telephony system, encompassing calls answered by staff, calls abandoned while in the queue, calls where the queue capacity was reached, calls received outside of office hours, and other system-recorded contacts.
Of the total calls received, 2.75 million calls were answered directly by Revenue staff, reflecting the substantial demand for live telephone-based support across the organisation's full range of services.
The average call waiting time over the period was 5 minutes and 15 seconds, which compares favourably given the scale of demand placed on the service. Revenue continues to keep waiting times under active review as part of its ongoing commitment to providing a timely and accessible telephone service to all taxpayers and agents.
The call abandonment rate for the period was 12.14%, representing 380,000 calls where taxpayers did not remain in the queue until their call was answered. Revenue is conscious of the importance of minimising abandonment rates and continues to explore measures to further improve call handling capacity and reduce waiting times, including through investment in its telephony infrastructure and the promotion of alternative contact channels such as MyEnquiries, which can often provide a faster and more convenient means of engaging with Revenue.
In 2024, Revenue also introduced a hold my place in queue feature on some of its phone lines to further enhance the taxpayer experience. This feature eliminates holding periods on relevant phone lines by allowing taxpayers to leave their contact details and subsequently receive a call back once their call reaches the top of the queue. This service was expanded across the customer service case base in 2025, and over 27% of calls to the PAYE helpline during 2025 were handled by this facility.
Response times are driven primarily by complexity and the completeness of information provided. To provide some context, Revenue has informed me that in Q1 of this year, 53% of MyEnquiries via MyAccount/ROS were responded to within 5 working days with 70% responded to within 20 working days.
As a general guide, straightforward service requests (for example, updating bank details or issuing a tax credit certificate) are typically resolved within a few working days whereas third-party data or technical determinations can take several weeks with compliance interventions or audits extending over several months. Revenue also prioritises urgent cases involving hardship or vulnerability.
To ensure optimum support to PAYE taxpayers throughout the year, Revenue continuously reviews its service channels and deploys its resources on an agile basis to meet demand. For example, analysis of PAYE taxpayer telephone activity indicates that most contacts are received during the morning, with much reduced demand in the afternoon. Operating the PAYE Helpline from 09.30 to 13.30hrs., Monday to Friday ensures that the service is there to meet demand while also ensuring adequate resources are available to provide timely replies to queries received through the increasing online channel and through the post.
The early months of each year (January to April) place the highest demand on Revenue’s PAYE Services as taxpayers submit their income tax returns for the previous year, claim refunds or reliefs to which they may be entitled, and review tax credits for the current year. From 1 January 2026 to close of business on 5 May 2026, PAYE Helpline staff answered over 231,767 calls and processed over 494,587 items of correspondence received through its online services and postal system.
To further improve the taxpayer experience, during 2025 Revenue has piloted a new customer service “Estimated Response Time” development on the MyEnquiries portal to provide taxpayers with an estimated timeline for a response to their correspondence.
Detailed information on Revenue's performance across a wide range of service delivery metrics, including correspondence handling, is published each year in their Annual Report, which is available on Revenue's website. The Deputy may also find Revenue's Service Delivery Report informative, which was introduced following the publication of its Customer Charter in March 2025. That Report, also published on Revenue’s website on a quarterly basis, provides performance results across key aspects of customer service.
In addition to its telephone services, Revenue further advises me that it also manages customer correspondence/queries across other communication channels: post and its online myEnquiries system. For example, in 2023, Revenue dealt with 4.2 million items of correspondence, in 2024 it dealt with 4.1 million items of correspondence and in 2025 it dealt with 4.5 million items of correspondence.
I am advised by Revenue that it is committed to delivering a high-quality, accessible, and responsive service to all taxpayers and agents and will continue to monitor and seek to improve performance across all contact channels.