IRS Customer Service Standards
● Prompt refunds.
At the IRS, our goal is to continually
● Canceling penalties.
improve the quality of our services.
● Resolving problems.
To achieve that goal, we have
● Simpler forms.
developed customer service standards
in the following areas.
If you would like information about the IRS
● Easier filing and payment options.
standards and a report of our accomplishments, see
● Access to information.
Help With Unresolved Tax Issues
Office of the Taxpayer Advocate
Contacting Your Taxpayer Advocate
Information You Should
Be Prepared To Provide
If you have attempted to deal with an IRS problem
unsuccessfully, you should contact your Taxpayer
● Your name, address, and social security number (or
employer identification number),
● Your telephone number and hours you can be reached,
The Taxpayer Advocate independently represents your
● The type of tax return and year(s) involved,
interests and concerns within the IRS by protecting your
rights and resolving problems that have not been fixed
● A detailed description of your problem,
through normal channels.
● Your previous attempts to solve the problem and the
office you contacted, and
While Taxpayer Advocates cannot change the tax law or
● Description of the hardship you are facing and
make a technical tax decision, they can clear up problems
that resulted from previous contacts and ensure that your
supporting documentation (if applicable).
case is given a complete and impartial review.
How To Contact Your Taxpayer Advocate
Handling Your Tax Problems
● Call the Taxpayer Advocate’s toll-free number:
Your assigned personal advocate will listen to your point of
view and will work with you to address your concerns. You
● Call, write, or fax the Taxpayer Advocate office in
can expect the advocate to provide you with:
your area (see Pub. 1546 for addresses and phone
● A “fresh look” at your new or on-going problem,
● Timely acknowledgment,
● TTY/TDD help is available by calling 1-800-829-4059.
● The name and phone number of the individual assigned
● Visit the website at
to your case,
● Updates on progress,
● Timeframes for action,
● Speedy resolution, and
● Courteous service.
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