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November 28, 2009

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Editorial: Please leave a message

Saturday, Oct. 28, 2006 | 7:47 a.m.

A federal audit shows that IRS Taxpayer Assistance Centers aren't all that helpful when taxpayers need face-to-face service.

A report by the Treasury Department's inspector general showed that five of 50 phone messages left at the assistance center weren't returned within the two days required by IRS guidelines, while eight others weren't returned at all. The inspector general's staff also was able to schedule only five appointments out of 36 calls made involving the type of complex tax issues that typically must be resolved with the IRS in person.

The inspector general's report said that failing to make such appointments could prevent taxpayers from resolving tax problems early. In a recent USA Today story, a top National Treasury Employees Union official said that the IRS "has made it clear it would like taxpayers to go to its Web site" for assistance.

While increased Internet access has helped to improve overall customer service for people seeking government information, Web sites cannot offer the kind of detailed assistance that some taxpayers need with what has become a confusing and unwieldy tax system. The penalties for failing to pay properly are too great to refuse assistance to any taxpayer who needs it.

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