Revenue eBrief No. 208/23

Access Supports Marker

New Tax and Duty Manual Part 37-00-42 sets out guidelines for the application and use of the Access Supports Marker for customers who have difficulty in accessing Revenue’s digital services.

EXTRACT:

The Access Supports marker will allow:

Customer Service Staff and caseworkers to quickly and easily identify customers who cannot use Revenue’s online services and ensure they are not diverted to online channels when they contact Revenue;

Customers to request output to issue in hard-copy paper format; and,

Revenue to tailor our systems and services once we have a better understanding of the needs of our diverse customer base. This will ensure that Revenue’s customers that cannot use online services receive the same level of priority in service delivery as customers who can use the online services.

2 Qualifying Reasons

The marker applies on an opt-in basis to:

Customers aged over-65, if required by the customer.

Customers with no or very poor broadband

Customers who have additional access support requirements as a result of a disability or other reason (there is no requirement for customers to provide details of the nature of their disability)