Dáil Éireann Debate, Tuesday - 16 December 2025
369. Deputy Grace Boland asked the Tánaiste and Minister for Finance if his attention has been drawn to the difficulties being experienced by older people in accessing and navigating the Revenue online services; the nature and extent of any complaints or feedback received by his Department or by Revenue on this issue in the past two years; and if he will make a statement on the matter. [71918/25]
Amharc ar fhreagra370. Deputy Grace Boland asked the Tánaiste and Minister for Finance the alternative non digital channels currently available for older people who are unable to access or use the Revenue online systems; if these supports are considered adequate; and if he will make a statement on the matter. [71919/25]
Amharc ar fhreagra371. Deputy Grace Boland asked the Tánaiste and Minister for Finance the steps Revenue is taking to ensure that its website and online services are fully accessible and user friendly for older people, including those with limited digital skills or disabilities; and if he will make a statement on the matter. [71920/25]
Amharc ar fhreagraI propose to take Questions Nos. 369, 370 and 371 together.
I am advised by Revenue that the changing demands of taxpayers and the need to provide an efficient and cost-effective service has resulted in the overall mix and nature of service channels evolving over time.
For taxpayers who, for a variety of reasons, may not have access to the online services, Revenue offers extensive support across its various telephone helplines, a full service for queries being received through the postal system and an appointments service which allows taxpayers to schedule either a virtual or in-person appointment at a time that suits them. Revenue is committed to providing a quality customer service on alternative channels to help those taxpayers comply with their tax obligations and claim their entitlements.
Acknowledging the challenges that some taxpayers aged 65 and over may face in engaging with our online services, Revenue host an “Age Week” outreach event in their public offices annually. The most recent event was held between 31 March and 9 April 2025 and the intention is run similar sessions in 2026. The aim of the event is to enhance the support available to assist these individuals in meeting their tax obligations, promote the ease of use of our online services, and to reduce the compliance burden for these taxpayers.
For details on these information sessions please see the Revenue website at the link below:
[www.revenue.ie/en/news/articles/revenue-over65s-event.aspx]
In-person appointments are currently available at its offices in Dublin (O’Connell Street), Cork (Revenue House), Limerick (Sarsfield House) and Galway (Geata na Cathrach), between 9.30am and 1.30pm, Monday to Friday. If a customer wishes to schedule an appointment outside of the above opening hours, or avoid waiting times, they can do so by calling the Appointment Helpline on 01 738 3660.
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. This service is presently available from the Revenue offices in Castlebar, Dundalk, Letterkenny, Tralee or Waterford. It is anticipated this service will be available in other Revenue offices shortly.
To further assist customers who cannot use Revenue’s online services, an Access Supports Marker is 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 recently launched an Age Friendly Service in conjunction with local authorities which is designed to assist customers who do not use its online services. Separately, for persons with a disability or requiring additional assistance, Revenue has appointed Access Officers across its main 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 available at Revenue's website at the link below: [www.revenue.ie/en/contact-us/head-office-functions/access-officer.aspx]
Specifically regarding LPT revaluation, Revenue acknowledges that such a project and its associated compliance requirements caused challenges for older customers who do not routinely interact with Revenue and its systems. In the lead-up to revaluation during October-November this year, over 1.5 million notices were issued to property owners, including approx. 179,000 property owners who had not previously availed of online filing or payment options. Revenue provided an enhanced telephone service during this period to assist older customers who were not able to file online, and Revenue’s call centre agents helped many such customers with the return filing and the setting up of the property owners preferred payment method.
Revenue have further advised me that they provide a form ordering service for customers to order paper PAYE Income Tax Returns. The form ordering service is accessible for customers through a 24-hour automated number on 01 738 3675 or by email custform@revenue.ie. Further details on this service are available on Revenue’s website at the link below: www.revenue.ie/en/contact-us/forms/ordering-forms.aspx
Revenue operates a dedicated Oireachtas Helpline for use by members of the Oireachtas and Irish Members of the European Parliament. This provides an exclusive channel to contact Revenue on behalf of constituents, and almost all queries are resolved on the same day.
Revenue is aware that some customers, including many older people, may need a more traditional service. In addition to online services, Revenue provides a range of alternative, non-digital channels:
Revenue confirmed that since 2022 it has received two official complaints from elderly customers concerning its service offerings. Both complaints were managed within Revenue’s official complaints CS4 process. Revenue further confirms that it received feedback by way of written correspondence and by phone from a relatively small number of older customers indicating that they find using digital technology challenging. Revenue provides assistance to these customers on an individual basis and assist with alternative solutions resolving any difficulties that these customers may have in complying with their obligations.
I am advised that Revenue continuously reviews service performance and customer feedback, including call handling statistics, appointment availability and engagement with customers and representative bodies. I am advised that where issues are identified, Revenue adjusts resourcing and processes to improve access, including at peak service periods. Revenue will continue to monitor demand for non-digital services among older customers and enhance supports as necessary.
Revenue is committed to ensuring that its website and online services are accessible and user-friendly for all customers, including older people and those with limited digital skills or disabilities. Revenue consults representative groups, such as the National Disability Authority (NDA), and has appointed trained Access Officers who provide or arrange assistance for persons with disabilities and act as contact points for people wishing to access Revenue services.
Revenue’s online services are subject to the statutory monitoring framework operated by the NDA under the EU Web Accessibility Directive and S.I. No. 358/2020. Revenue provides accessibility statements, in the prescribed EU format, for each of its key online services (revenue.ie, Local Property Tax, myAccount and ROS), describing conformance, known issues, and planned improvements.
In practical terms, Revenue’s approach includes:
• Designing and testing services to meet applicable accessibility standards and the requirements of the EU Directive.
• Using plain language and step-by-step guidance to support customers with limited digital skills.
• Ensuring compatibility with assistive technologies and inclusive design practices (for example, keyboard navigation, alternative text and captions, readable layouts and sufficient contrast).
• Providing assisted digital support through telephone and appointment channels for customers who need help to complete online transactions.
• Training staff to support customers with accessibility needs and maintaining clear routes to raise accessibility issues with Revenue’s Access Officers.
Revenue continually monitors feedback from customers and the NDA’s findings and makes iterative improvements where needed. This ensures that online services remain accessible and user-friendly while alternative service channels remain available for those who cannot use digital services.
