ROS / MyEnquiries – anyone seeing serious delays?

R

robert.tressell

Registered User
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Just putting this out there to see if others are experiencing the same.

This has gotten progressively worse particularly since COVID it's very hit and miss. Examples I’m seeing regularly:

  • MyEnquiries sitting unanswered for weeks, sometimes longer, with no acknowledgement.
  • Long gaps between correspondence, followed by sudden reactivation of cases with tight deadlines.
  • Queries marked as closed without a clear response.
  • Refunds (income tax / VAT) taking far longer than expected, with no meaningful update when chased.
  • Cases effectively going dormant where manual intervention is required.
There's also the knock-on effect. From a client’s perspective, there’s no visible progress, so they assume the adviser is at fault or not pushing matters on.

I've started to use the complinats process to move things on but some of those are also left unread.

Interested in whether others are seeing similar patterns, and if this has become systemic rather than the odd backlog.
 
I've waited 6-8 weeks for replies in the past 18 months. I had not used My Enquiries before that so I don't have a timeline to compare with.

Also, they may come back with answer after the 6-8 weeks and the question has not been fully answered and then I have to ask again and it takes a further 6-8 weeks. Pretty poor TBH.
 
4 weeks for a standard request to get tax credits manually applied - at least it is done now this side of Christmas.

If I sent it in in New Year it would be 2-3 times slower as they get swamped with people filing their tax.
 
I've always found them very good.

Recently I put in an enquiry - done correctly but now I can't see it there! Before they would say 'in progress' if not yet dealt with. Is this normal that I can't see it there?
thanks
 
I've had a number of issues with this service in 2025. On at least three occasions the individual (different individuals each time) either didn't read the query, or deliberately responded not answering the question at all as it was easier/quicker to do. It's clear their MI must be tracking the number of queries they "close". Conveniently it also will overstate the demands on their service, as each non-response then will usually trigger a follow up "new" enquiry. Consistent really really poor unacceptable service, that used to work very well in my experience. Not sure what has changed.....

For the record, i have also called Revenue on a number of occasions this year, and when you get through eventually after very long wait times, the interactions i've had have been very good, but they have also pointed me towards MyEnquiries for resolution to my questions.

In my most recent MyEnquiries non-response (this week!), I responded with a rant complaining that the service was entirely unacceptable, and asking for the escalation procedure before i engage with my TD. This seemed to get a response as i had a response the following morning which claimed to have identified and resolved my issue.....they hadn't, so i'm still on the hamster wheel.....
 
After jumping through the hoops to get thru to Collector General helpdesk, there's an automated message to say they're too busy and to call back later - then the line disconnects...

Anyone notice how Revenue phone lines closed at 1pm during Covid and have never resumed to normal hours?
 
Last year I submitted my tax return the 1st of January, they released the Statement of Liability on the 21st after I managed to talk to someone on the phone. This year I submitted the 5th of January and still nothing. I understand that some returns are not automatically fulfilled and needs to be manually checked, but I would like a clearer communication if this is the case.
 
Yeah, the response times are absolutely brutal

One on my enquiries via ROS for income Tax since Jan 2nd and requested updates X 2

One via Myaccount Myenquiries for PAYE underpayment going back 3 years requiring investigation since December 15th with no updates
 
I submitted a simple return on Tues, got a SOL on Wed am as I presume this is all automated. MyEnquiries takes forever and you just have to keep following up on it or ringing as a human has to deal with these. I had to several times correct their errors and send my own calculations before it was resolved correctly. It wasn't a lot of money but as a point of principle I kept going until I got the correct refund.
 
Yes, it’s quite strange. My query concerns a friend whose tax credit certificate has shown a PAYE underpayment deduction of €84 since 2022. This same underpayment has carried forward each year: 2022,2023, 2024, and 202 : without any change.
In 2023, he filed a PAYE Form 12 for 2022 and was actually due a refund. For 2023, he was balanced, and in 2025 (for 2024), he filed a Form 11 as a selfemployed individual, paying both his preliminary and final tax due.
Despite his tax position being balanced for several years, the same underpayment continues to appear on each tax credit certificate. Now, while preparing his 2026 return (for 2025), the issue still shows up. It appears to be a system error that keeps carrying forward for no reason.
 
@thecoffeepod ,the PAYE underpayment most likely occurred in 2020/2021. Revenue spreads the underpayment over four years, with each year being reduced by the same amount for those four years. 2025 most likely was the last year of deduction for this underpayment.
 
Last edited:
thecoffeepod said:
Yeah, the response times are absolutely brutal
Click to expand...

If they provide an "Estimated Response Time", apparently it was met 68% of the time, according to their stats last quarter!

Service delivery reports

List of all service delivery reports
www.revenue.ie www.revenue.ie

misemoi said:
I had to several times correct their errors and send my own calculations before it was resolved correctly.
Click to expand...

I have found this, increasingly over the last few years. Last year I had to provide a document to walk them through the calculations step by step. Incredible amount of time to get the proper relief applied.
 
Fionclaire said:
the PAYE underpayment most likely occurred in 2020/2021. Revenue spreads the underpayment over four years, with each year being reduced by the same amount for those four years. 2025 most likely was the last year of deduction for this underpayment.
Click to expand...
Christ, your a genius!!! (completely forgot!! , its on my friends cert
1770375137308.webp

336.09/4 = 84.02

it's still on his 2026 cert though....


1770375175901.webp



& there is me doubting revenue with system error. I'll keep my mouth shut going forwrd :P
 
thecoffeepod said:
it's still on his 2026 cert though....
Click to expand...
It should state on the SOL (Statement of Liability) for the year in which the underpayment occurred, exactly how and when the underpayment will be collected, in the corresponding years and the amount for each year.
Revenue also tend to issue a second tax credit certificate in late February, for current year, to potentially update any changes/adjustments to be made to the one they previously issued in December of the previous year.
It might be worthwhile checking my account/ROS on Revenue, as while they advise you of the TCC issued in December 2025, they appear not to send notifications for any subsequent new Tax Credit Certificates thereafter.
 
misemoi said:
I had to several times correct their errors and send my own calculations before it was resolved correctly.
Click to expand...
We had the same problem, and tbh, only for my better half, I would have been seriously short changed and sadly would have accepted their calculations, as I was none the wiser. My wife deals with all our tax returns, and coming from a finance background, she was appalled at the incorrect information given to me via my enquiries. We asked for the matter to be escalated to a more senior official, and it was sorted within a few weeks.
Apparently, the best time to contact Revenue by phone, is on the button @ 9:30am, one appears to get through then.
 
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