Dáil Éireann Debate, Tuesday - 12 May 2026
444. Deputy Louise O'Reilly asked the Tánaiste and Minister for Finance if he is aware that the PAYE helpline's opening hours 9:30-13:30 make it difficult for PAYE taxpayers working full-time to access support; if he will consider amending this arrangement to extend these hours (details supplied) given the importance of making sure such a public service is accessible; and if he will make a statement on the matter. [34021/26]
Amharc ar fhreagraRevenue has confirmed to me that it continuously reviews its service channels and deploys its resources on an agile basis to meet demand ensuring optimum support to taxpayers throughout the year. Revenue allocates resources to best meet the demands of the various services provided.
The current arrangement is that the PAYE phone service operates from 9:30am to 1:30pm each day providing optimum allocation of available resources to deal with the volume of submissions through both online and post as well as through the phone service. The highest demand on Revenue’s PAYE Services occurs from January to April 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.
Revenue has advised me that, from 1 January 2026 to close of business on 5 May 2026, their PAYE Helpline staff answered over 231,767 calls and processed over 494,587 items of correspondence received through its online services and postal system.
Revenue acknowledges that during peak periods, queuing times can lengthen. To mitigate this, Revenue operates a callback facility on the PAYE helpline. This service offers customers the option of a callback when they do not wish to wait on the queue for their call to be answered. Their place is held in the queue and once their place has been reached, they receive a call back within 20 minutes. This measure is designed to prevent excessively long wait times that taxpayers may face when contacting Revenue during peak times. During 2025, approximately 27% of PAYE helpline calls were managed through this callback facility.
It should be noted that Revenue’s secure online service, MyEnquiries is available 24 hours a day 7 days a week and is user friendly. While many customers prefer digital interaction, and promoting the use of digital services is in line with the Digital Public Services Plan 2030, there are also individuals who prefer a more traditional service. While encouraging taxpayers to avail of its easy-to-use online 24-hour channel, Revenue continues to facilitate customers who choose not to use online channels.
Additionally, Revenue offers a range of appointment services in addition to phone and online services. In-person and virtual appointments can be arranged by calling Revenue’s National Appointments Service on (01) 738 3660. Further information regarding Revenue’s National Appointments Service can be found on the Revenue website.
Revenue has assured me it is committed to continually improving and enhancing its service delivery channels. As part of this, I am advised that Revenue reviews feedback received in relation to its phonelines and online services and actively seek to improve its service channels, wherever possible. I am also advised that the current deployment of resources and the model of both the PAYE phone service and Revenue’s online service seeks to balance the demand levels from PAYE taxpayers and the need to provide an efficient and cost-effective service across a number of service channels.
