U.S. Sens. Mark Warner (D-VA) and Dr. Bill Cassidy (R-LA) introduced legislation designed to improve customer service at the Internal Revenue Service (IRS).
The Improving IRS Customer Service Act (S. 5280) would expand information regarding refunds available to taxpayers online. In addition, it would require the IRS to inform taxpayers applying for installment agreements about available collection alternatives.
“It should be easy for taxpayers to get the information they need from the IRS. Not every interaction with them has to be miserable,” Cassidy said. “We can streamline the process and give Americans the transparency they expect.”
Specifically, the legislation would:
• Establish a dashboard to inform taxpayers of backlogs and wait times;
• Expand electronic access to information and refunds;
• Expand callback technology and online accounts; and
• Inform individuals facing economic hardship of collection alternatives.
“The IRS has been the source of massive headaches for taxpayers for years,” Warner said. “I am glad to introduce legislation that will ease some of this frustration by increasing clear communication and making IRS resources more readily available.”
Warner supported the Inflation Reduction Act, which provided funding to modernize IRS systems and improve customer service. Investments from the IRA have ensured the IRS has the resources it needs to process tax returns quickly, get rebates to taxpayers faster, and address challenges in filing taxes. With additional resources, IRS response rates this tax season have improved from answering two out of every 10 calls to answering nine out of every 10 calls.
The legislation has garnered the support of several industry organizations, including the American Institute of CPAs, the Virginia Society of CPAs, and the National Taxpayers Union.
“By introducing the Improving IRS Customer Service Act, Senator Warner and Senator Cassidy have earned the gratitude of every taxpayer who’s ever had to contend with the IRS’s notoriously inconsistent customer service,” Pete Sepp, president, National Taxpayers Union, said. “The sensible reforms in this bill, which include a wait-time dashboard, better access to refund information, customer callback technologies, and fairer measurement of IRS service levels, will all make a big difference in solving some of the more frustrating problems that taxpayers have encountered for years. More complete information on tax collection alternatives for taxpayers facing financial hardships will likewise give hope for many struggling families. This legislation is exactly the kind of guidance Congress needs to provide the IRS for a successful transformation of our entire system of tax administration. National Taxpayers Union is proud to endorse this innovative legislation, and we urge every lawmaker to actively work toward its passage in the remaining days of this Congress.”