Have you waited for days for a response from Inland Revenue (IR)? Been left hanging on the phone listening to the music playlist? Now’s your chance to share your experiences in the IR Satisfaction Survey, jointly hosted by Chartered Accountants Australia and New Zealand (CA ANZ) and Tax Management New Zealand (TMNZ).

This annual survey aims to understand members’ experiences with IR and identify some of the practical implications or pain points arising from recent tax changes. The survey findings provide impetus to CA ANZ’s advocacy efforts in this area.

"This survey started 15 years ago to test Inland Revenue’s own survey results about how taxpayers viewed Inland Revenue service. Member feedback received by CA ANZ at that time suggested there may have been a perceived gap in experience. While subsequent Inland Revenue and CA ANZ/TMNZ survey findings have largely aligned variations in degree of satisfaction have been highlighted, " says John Cuthbertson FCA, New Zealand Tax and Financial Services Leader at CA ANZ.

The survey results are shared with government ministers, the Commissioner of IR, Deputy Commissioners, and other senior officials at IR, often resulting in changes to IR e operational policy/processes and tax policy. Key findings are presented publicly at the CA ANZ Tax Conference, Tax Roadshow, through media channels and articles in Acuity magazine.

The survey provides CA ANZ with credible data to discuss concerns about the performance of the tax system, and to drive change to minimise tax compliance costs and increase efficiencies.

The 2024 survey will be sent to CA ANZ members and TMNZ clients via email and will be live from September 9th. It covers several key areas that directly impact your experience and efficiency in dealing with tax matters, including:

• Interactions with IR and overall service experience
• Cost of tax compliance and suggestions for reducing these costs
• Sufficiency and accessibility of information from myIR
• Audit or review matters

2023 survey results highlighted the increased compliance costs resulting from the 2022 changes to the domestic trust disclosure and property taxation rules. An overwhelming 99% of members responding to the survey reported that new financial reporting and disclosure rules for trusts have raised compliance costs, with 80% estimating this increase to be – up to $1000. In response, IR publicly committed to a full post-implementation review of the trust disclosure rules, a significant pain point for members. This review took place in June this year.

Your voice matters—look out for and participate in the 2024 IR Satisfaction Survey!