Revenue Jersey telephone waiting times (FOI)Revenue Jersey telephone waiting times (FOI)
Produced by the Freedom of Information officeAuthored by Government of Jersey and published on
08 February 2021.Prepared internally, no external costs.
Request
How long is the telephone queue in order to get through to talk to someone in the Income Tax Department?
Response
Call waiting times for Revenue Jersey vary according to the time of day, week and year. During 2020, monthly average waiting times varied in the range three minutes and 38 seconds (in March) to 14 minutes and 6 seconds (in November).
Factors affect waiting times include:-
the imminence of statutory deadlines – for example, for filing returns and making payments
public announcements about important changes (such as the changes for Prior Year Basis taxpayers in November 2020), leading to increase demand for help
the availability of trained tax officers
In 2020 Revenue Jersey faced significantly higher volumes of telephone calls arising from businesses and individuals in financial distress relating to the Covid-19 pandemic. In 2019, Revenue Jersey received just over 52,000 calls; which increased to just over 92,000 for 2020.
The Treasury Minister has approved additional resources for Revenue Jersey to help manage increased demand. Recruitment is nearly completed and training will shortly be under way.
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