Need Tax Help? Report Offers Slim Chance of Seeing the IRS

Talking taxes with the Internal Revenue Service is never easy. Scheduling an appointment to resolve tax problems isn't, either, according to a recently issued report.

Federal auditors made 36 telephone calls to IRS taxpayer assistance centers to schedule meetings when they could discuss tax issues but were able to set up only five appointments.

Of the 31 failed attempts, four IRS employees did not return calls, and the 27 employees who did "would not, for various reasons, allow the auditors to schedule appointments," according to the report by the Treasury inspector general for tax administration.

The inspector general ran the phone test to gauge whether taxpayers were receiving "quality customer service" when calling local IRS offices to schedule appointments.

The IRS suggests that taxpayers visit the agency's 400 assistance centers when they have complex tax issues, need to resolve tax problems, have questions about tax law or feel more comfortable talking to a person than clicking through the IRS Internet site.

"No appointment is necessary -- just walk in -- but if you prefer, you can call a local number . . . and leave a message requesting an appointment to resolve a tax account issue," the IRS Web site advises.

But the review suggested it can be difficult for taxpayers to schedule an appointment so they can avoid waiting in line or obtain extra attention.

The report found that IRS field office guidelines "are unclear and obsolete," noting that the guidelines do not explain to IRS employees "what is considered a complex tax issue that warrants a face-to-face meeting."

In addition, the report said, upper management "was not aware" that employees had been turning away taxpayers seeking appointments at the centers.

The IRS does not keep a list of the number of calls returned or appointments scheduled, and the data that are collected are not complete, the report said.

The taxpayer assistance centers served about 7 million taxpayers in fiscal 2005, providing them with forms, publications and help in completing tax returns. Of the 7 million, about 1 million of the taxpayer contacts came through telephone calls.

IRS management agreed to take steps to improve the handling of requests for appointments. "We will ensure our employees understand we will not refuse an appointment to any taxpayer," Richard J. Morgante , commissioner for the IRS Wage and Investment Division, said in a letter accompanying the report.