Dáil Éireann Debate, Thursday - 25 June 2026
46. Deputy Grace Boland asked the Tánaiste and Minister for Finance the steps the Revenue Commissioners has taken to ensure that those without internet access or digital skills can continue to engage fully with the tax system; if he will report on waiting times and accessibility of telephone and postal supports; and if he will make a statement on the matter. [47683/26]
View answer53. Deputy Grace Boland asked the Tánaiste and Minister for Finance the way in which the Revenue Commissioners ensure there is equitable access to its services for individuals who cannot access digital platforms, in particular older people; whether any impact assessments have been carried out on digital exclusion; and if he will make a statement on the matter. [47682/26]
View answerI propose to take Questions Nos. 46 and 53 together.
I am advised by Revenue that it is committed to ensuring equitable access to its services for all taxpayers, including those who cannot engage with digital platforms. Revenue operates to a published Customer Charter which details this commitment, setting expectations for timeliness, fairness, and quality across all customer interactions. I am further advised that Revenue recognises that barriers to digital engagement can arise from a wide range of circumstances, including age, low digital literacy, limited access to technology, disability, language, and other personal or socioeconomic factors.
Revenue’s PAYE phone service operates from 9:30am to 1:30pm, Monday to Friday, to allocate resources efficiently across online, postal and phone channels in line with the volume of submissions received. Revenue also provides a dedicated phoneline to assist customers with inquiries relating to Local Property Tax and extended the hours of this service during the re-evaluation period in November 2025.
The average call waiting time on Revenue’s telephone service during the period September 2024 to May 2026 was 5 minutes and 18 seconds, which compares favourably given the scale of demand placed on the service.
However, Revenue recognises that call wait times can increase during peak periods. To mitigate this, Revenue operates a callback facility on the PAYE helpline. Customers who prefer not to remain on hold can request a callback. The customer’s position in the queue is preserved, and when their turn is reached, Revenue returns the call within 20 minutes. This measure helps prevent excessive wait times during peak times. During 2025, approximately 27 per cent of PAYE helpline calls were managed through this callback facility.
A form ordering service is available to customers who do not wish to engage with digital platforms and whose preference is file paper returns. In such cases, the customer may request paper PAYE Income Tax Returns via a 24-hour automated number on 01 738 3675 or by email at custform@revenue.ie. Further details on this service are available on the Revenue website.
Revenue also offers a range of appointment services to customers to complement its extensive telephone and postal service, which for the most part removes any requirement to attend public offices. In-person appointments are currently available at several Revenue Offices around the country, including Cork, Dublin, Galway and Limerick. Customers can schedule an appointment 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 (MS) Teams and once an appointment is scheduled, Revenue will send a MS Teams meeting link which allows customers 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 09:30am and 4pm Monday to Friday. The service is currently available from selected Revenue offices around the country including Castlebar, Dundalk, Letterkenny, Tralee and Waterford and it is anticipated the service will be expanded to additional locations.
In-person and virtual appointments can be arranged by calling Revenue’s National Appointments Service on (01) 738 3660, Monday to Friday between 09.30 and 13.30.
In addition to the above, Revenue recently hosted a series of information sessions from 19 May to 4 June 2026, to assist those over 65. The "All you need to know about tax" event information sessions were held in Dublin, Kilkenny and Limerick and it is intended that further similar events will be scheduled in future. 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 will be available on the Revenue website.
In quarter four of 2025 Revenue in conjunction with local Councils across the country launched a dedicated “Age Friendly” email service to assist taxpayers in applying for grant applications. This service has been well received by all stakeholders since its inception.
Separately, for persons with a disability or requiring additional assistance, Revenue has appointed Access Officers across its main Divisions. Access Officers provide guidance to customers requiring additional assistance. Further details on Revenue’s Access Officer service are available on Revenue's website.
I am advised that whilst Revenue has not carried out a specific impact assessment on digital exclusion, it does monitor demand for non-digital services on an ongoing basis and reviews the accessibility of its services as part of its broader customer service planning. As part of its Public Sector Duty Action Plan, Revenue has engaged with key stakeholders and advocacy groups representing people at risk of digital exclusion. It also publishes dedicated accessibility statements and action plans to ensure its services and digital platforms are inclusive. Revenue has assured me that it will continue to monitor demand for non-digital services to support taxpayers in meeting their obligations and to claim entitlements.
