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The Right to Quality Service – Taxpayer Bill of Rights #2

IRS Tax Tip 2018-26, February 20, 2018

All taxpayers have basic rights when filing taxes and dealing with the IRS. This tip is one in a series that outlines the Taxpayer Bill of Rights, which groups the multiple existing rights in the nation’s tax law into 10 categories. This makes it easier for taxpayers to find, understand and take advantage of their rights.

The right to quality service is the second provision highlighted in the Taxpayer Bill of Rights. Taxpayers have the right to:

  • Prompt, courteous and professional assistance when dealing with the IRS.
  • Be spoken to in a way they can easily understand.
  • Receive communications that are clear and easy to understand.
  • Speak to a supervisor about inadequate service.

To make sure taxpayers receive quality service, the IRS:

  • Posts answers to tax questions on IRS.gov, the best place to find answers to questions.
  • Employs representatives who care about the quality of the service they provide and listen objectively to taxpayers, considering all relevant information and answering questions promptly, accurately and thoroughly.
  • Is courteous to taxpayers when collecting taxes, and should:
    • Only contact taxpayers between 8 a.m. and 9 p.m.
    • Not contact taxpayers at their workplace if the IRS has reason to know that the employer doesn’t allow such contacts.
  • Provides information in all notices of deficiency letting taxpayers know how to get assistance from the Taxpayer Advocate Service.
  • May provide information to eligible taxpayers about how they can get legal help from a Low-income taxpayer clinic.