Revenue Jersey Statistics

Statistical information produced by Revenue Jersey.

Customer service in numbers

Revenue Jersey is managing an unusually high volume of work arising from its transformation programme, from supporting taxpayers through the COVID-19 pandemic and from recent changes in tax legislation.

Revenue Jersey's service levels need to be improve. This information indicates current trends for key services.

The Treasury Minister is providing further resources to help improve services and Revenue Jersey aims to publish new service standards when work volumes have returned to normal levels.

Telephone calls to Revenue Jersey

Period (2021)	Number of calls received	Average time to answer	Percentage answered	Average time to deal with call
Week ending 15 October	1,287	7 minutes 51 seconds	67%	6 minutes 05 seconds
Year to date	60,680	7 minutes 28 seconds	66.28%	6 minutes 02 seconds
Once and done Telephone calls on 440300 are direct to Revenue Jersey and answered by a Revenue Officer who will aim to satisfy the caller's enquiry without handing it off to another officer.

Period (2021)

Number of calls received

Average time to answer

Percentage answered

Average time to deal with call

Week ending 15 October

1,287

7 minutes 51 seconds

67%

6 minutes 05 seconds

Year to date

60,680

7 minutes 28 seconds

66.28%

6 minutes 02 seconds

Once and done

Telephone calls on 440300 are direct to Revenue Jersey and answered by a Revenue Officer who will aim to satisfy the caller's enquiry without handing it off to another officer.

Tax helpdesk in customer and local services

Due to Covid-19 measures the helpdesk is open to appointment only.

Personal tax 2020 returns and assessing

Period (2021)	Returns received	Returns assessed	Current turnaround
Week ending 15 October	22	1,529	78% assessed within 30 days
Year to date	57,346	54,332	78% assessed within 30 days
Turnaround times Revenue Jersey aims to assess 80% of returns within 30 days of receipt until 30 April, after which the increasing numbers of returns received take longer to assess. Customers can expect to wait around 60 working days for tax assessments from May to December. Tax returns filed electronically will normally be assessed more quickly, especially where minimal intervention is required by Revenue Officers. A proportion of tax returns will always take longer to assess where returns are incomplete or additional enquiries need to be made.

Correspondence

Revenue Jersey is currently responding to around 80% of e-mails within 28 working days of receipt. The length of time taken will vary according to the complexity of the enquiry.

the department normally receives between 500 and 800 emails weekly
during 2020 (principally because of the Covid-19 Pandemic) and to date, email volumes routinely exceeded 1,200 weekly
taxpayer confidentiality issues can limit the scope to respond to taxpayers by email, in that event, a letter would be written
Revenue Jersey endeavours to prioritise enquiries involving financial distress
multiple emails from the same individual about the same issue can delay response times due to the need to link correspondence

Revenue Jersey continues to encourage people to self serve on the website (where that is possible) and otherwise ideally to contact them by telephone where tax officers aim to provide a "once and done" service, resolving any issue at that first point of contact.

Tax statistical digests

Information about sources of revenue and amount collected.

2015 digest

Statistical digest for income tax year of assessment 2015 and GST calendar year 2016.

Tax statistical digest 2015

2016 digest

Statistical digest for income tax year of assessment 2016 and GST calendar year 2017.

Tax statistical digest 2016

2017 digest

Statistical digest for income tax year of assessment 2017 and GST calendar year 2018.

Tax statistical digest 2017