IRD call recording demands caution on the telephone

Monday 26 April 2004

With all telephone calls to Inland Revenue (IRD) call centres now being recorded, you should exercise caution when providing information during such calls.

According to IRD, it has introduced call recording to assist with staff training, for record enquiry statistics, to increase the number of telephone transactions that can be made, and to ensure an accurate record of calls in the event of a dispute.

The IRD’s website explains that the recording of phone calls is part of IRD’s “commitment to providing the best possible service to our customers”. It goes on to explain that it is only call centre calls that will be recorded and that, for example, calls to the 0800 Complaints Management number will not be recorded.

While IRD has said that call recordings would be consulted only where there are exceptional reasons to do so, no clarification of “exceptional reasons” has been given.

You will not be warned that calls are being recorded. Recordings will be tagged with your IRD number and date and time of call, and kept for seven years.

Bell Gully recommends that you consider the implications of providing information during calls to the IRD and, if you are in any doubt, consult your tax adviser before making the call. In some cases, it may be wise to ask the adviser to make the call on your behalf.

As IRD will have complete records of all telephone calls, you should consider coordinating your communications with the Department – particularly if a number of people in your organisation may be in contact with IRD on both routine and non-routine matters. You and your advisers need to know what you have previously told the IRD.

If you require any further information on this matter, please contact any member of the Tax Team listed below or your usual Bell Gully adviser.

Tax Team
Bell Gully

AUCKLAND

Niels Campbell
Partner

David Simcock     
Partner

Willy Sussman      
Partner

John Bassett         
Senior Associate