TAP 206-020

Tollfree, Access to Person Option

Issue Statement:

Taxpayers are concerned that the Internal Revenue Service’s (IRS) toll-free telephone lines provide only a limited, automated menu and do not always make it clear how to reach a person.

Goal Statement:

Provide more user-friendly options on the telephone lines for less sophisticated or less knowledgeable taxpayers and always make it clear how to reach a person.

Proposal:

This proposal recommends the addition of an option to speak with a person to the main menu of all IRS toll-free lines.  The Taxpayer Advocacy Panel’s (TAP) recommended wording for the menu option is:  “Please press 0 (zero) or stay on the line if you need help in directing your call to someone who can assist you.”