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Project 00976

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Project Statement:

Based on this referral and a reference that this same complaint has been shared by other taxpayers various social media platforms, there is a systemic issue with the lack of access to quality assistance on important personal tax and business matters through our toll-free lines. The IRS needs to improve the navigation of its phone system and enhance the subject matter expertise of its Business Accounts service representatives.

Goal Statement:

Improve Navigation of Toll Free Line and Access to Quality Help
The goal of this referral is to address a taxpayer’s complaint submitted through SAMS and echoed on social media. The complaint concerns difficulties with navigating the Toll-Free line’s menu and obtaining quality subject matter expert assistance when contacting the IRS via the toll free lines.

Toll-Free Phone Line

Opened: 2024


Status: Elevated

RECOMMENDATION 00976-001

RECOMMENDATION TEXT:

Consistent with the Taxpayer Bill of Rights, the taxpayers have the right to be informed. Taxpayers have the right to know what they need to do to comply with the tax laws. They are entitled to clear explanations of the laws and IRS procedures. If they must search for a way to contact the IRS beyond the homepage, it makes it too difficult or frustrating. As a result, the quality of service goes down. Also, the less searching and the less times a taxpayer has to click to go to a different page, the process is more in line with the Taxpayer Bill of Rights.

IRS Action: Recommended

RECOMMENDATION 00976-002

RECOMMENDATION TEXT:

This is consistent with the rights to be informed and to quality service as identified in the Taxpayer Bill of Rights.

IRS Action: Recommended

RECOMMENDATION 00976-003

RECOMMENDATION TEXT:

This is consistent with the rights to be informed and to quality service as identified in the Taxpayer Bill of Rights.

IRS Action: Recommended

RECOMMENDATION 00976-004

RECOMMENDATION TEXT:

This is consistent with the rights to be informed and to quality service as identified in the Taxpayer Bill of Rights.

IRS Action: Recommended

RECOMMENDATION 00976-005

RECOMMENDATION TEXT:

This is consistent with the rights to be informed and to quality service as identified in the Taxpayer Bill of Rights.

IRS Action: Recommended

RECOMMENDATION 00976-006

RECOMMENDATION TEXT:

This is consistent with the rights to be informed and to quality service as identified in the Taxpayer Bill of Rights.

IRS Action: Recommended

RECOMMENDATION 00976-007

RECOMMENDATION TEXT:

This is consistent with the rights to be informed and to quality service as identified in the Taxpayer Bill of Rights.

IRS Action: Recommended

RECOMMENDATION 00976-008

RECOMMENDATION TEXT:

This is consistent with the rights to be informed and to quality service as identified in the Taxpayer Bill of Rights.

IRS Action: Recommended

RECOMMENDATION 00976-009

RECOMMENDATION TEXT:

This is consistent with the rights to be informed and to quality service as identified in the Taxpayer Bill of Rights.

IRS Action: Recommended

RECOMMENDATION 00976-010

RECOMMENDATION TEXT:

This is consistent with the rights to be informed and to quality service as identified in the Taxpayer Bill of Rights.

IRS Action: Recommended

RECOMMENDATION 00976-011

RECOMMENDATION TEXT:

This is consistent with the rights to be informed and to quality service as identified in the Taxpayer Bill of Rights.

IRS Action: Recommended