On 18 August 2026, the Irish Revenue Commissioners released the findings of its latest Estimated Response Times (ERT) survey, which measures the average time taken to resolve taxpayer queries across major contact channels including phone, secure messaging (MyEnquiries), and written correspondence. The survey covers the period January to July 2026 and provides a transparent benchmark for service performance across PAYE, VAT, Corporation Tax, Customs, and Local Property Tax. Revenue uses these metrics to allocate resources, improve digital self‑service options, and set public expectations for query resolution. The publication coincides with the ongoing rollout of the VAT Modernisation programme and the expansion of mandatory e‑invoicing, which have increased the volume of technical queries from businesses adapting to new compliance requirements.
Key Takeaways
- Channel Performance Differentials: Secure messaging via MyEnquiries achieved the fastest median response time of 1.2 business days for routine PAYE and VAT queries, while phone support averaged 4.5 business days due to higher call volumes during peak filing periods. Written correspondence remained the slowest at 10 business days.
- Impact of VAT Modernisation: Queries related to the new e‑invoicing mandate and real‑time reporting (RTR) accounted for 35% of all VAT‑related contacts, pushing the average VAT query resolution time to 3.8 days – up from 2.1 days in the previous survey. Revenue has deployed dedicated specialist teams to address this surge.
- Continuous Improvement Commitments: Revenue committed to reducing the median phone response time to under 3 days by Q4 2026 through increased staffing, enhanced IVR routing, and expanded self‑service knowledge bases. Taxpayers are encouraged to use MyEnquiries for non‑urgent matters to free phone lines for complex cases.
Disclaimer: This article is compiled and summarized by the AI based on publicly available information and is for general information purposes only. It does not constitute any form of formal tax advice, legal opinion, or basis for performance. Please consult a qualified professional tax advisor or legal counsel for tax advice.
Source: Read Official Announcement