If the current government are really serious about reducing compliance costs for small business, they could start by getting the IRD call centre into shape. Statistics that I released today make for damning reading. Here are a few highlights:
- Last year over a million callers to IRD numbers gave up before their call had even been answered
- A further 260,000 callers ditched their calls after being placed on hold
- The longest wait time for a call to the IRD was 2 hours and 29 minutes
- Over 200,000 callers waited for over quarter of an hour to have their call answered
National is always talking about productivity, but how does having people waiting for hours on end to speak to the IRD help with that? Millions of dollars are being lost every day as Kiwis sit around waiting for the IRD to pick up the phone.
In the past four years the IRD has dished out over $31 million in redundancy payments. Clearly that’s having an impact on its customer service record. It’s time for the National government to get this mess sorted out.