Through our work for clients we have a great deal of interaction with public sector organisations (IRD, ACC, Immigration and Courts). While at times, these interactions go smoothly there are occasions where we find fundamental operational issues that impact on the quality of services provided by these organisations (e.g. IRD not accepting email communication). Often these issues are, in our view simple to fix yet we consistently find that bureaucracy and poor service ethics in these organisations hinders timely fixes.
Such issues impact significantly on the productivity and performance of the public service which in turn flows through to all taxpayers who carry the cost.
And while we would much prefer to donate to other charitable causes, we really can’t stand by and watch thousands of taxpayer dollars being wasted. So for our societal contribution we will continue to donate our time in raising awareness and seeking solutions for better public services.
We recommend that taxpayers change all personal contact details to those of their tax agent or other authorised representatives. This includes postal address email and telephone numbers.
If IRD manages to contact you directly, you should take full details and lodge a formal complaint to the commissioner, and cc your agent.
Read on “IRD contacting taxpayers directly”
Tax agents and intermediaries report ongoing frustration that IRD communicates directly with clients, undermining relationships to the detriment of the NZ tax system. The following article comments on the issues.
Coincidentally Radio NZ ran a related item on Monday 28 May – see here
See responses to this article here
Read on “IRD undermining relationships with taxpayers and their representatives”
IRD has now fixed all the problems with its policy for communicating with stakeholders by email.
The official policy is at http://www.ird.govt.nz/taxagents/working/comms-email/.
Read on “IRD’s email policy fixed!”
This article follows our article published on 10 March in respect of IRD email policy.
IRD’s policy, in respect of staff sharing spreadsheets with stakeholders, doesn’t contain much guidance. We suggest a number of simple improvements to support “Better Public Services”.
Read on “IRD’s spreadsheet policy finally!”
After years of lobbying IRD Service Delivery has finally published a policy in respect of how staff will interact with stakeholders via email.
At time of writing the policy is buried in the tax agents section of IRD’s website but applies to all stakeholders and all service delivery including investigations, debt management and customer service.
Read on “IRD’s email policy finally!”
IRD now (March 2016) officially allows use of email but puts various barriers in the way. IRD also says that sometimes telephone or snail mail maybe more appropriate than email. We say “come on IRD, get with the 21st century!” Read on “IRD’s clients have good reason for preferring email”