Calling to IRD Status Background
The Calling to IRD status is an important status and it is crucial that you follow the correct process to ensure a speedy resolution for the customer.
The team work mainly from two statuses which are "Calling to IRD" and "Existing Credits"
This refresher will go over different scenarios so that you are totally A-OK with what is required and ensure that you have all of the required information to proceed.
Calling to IRD Headers
It is very important that we use these headers, so they can be sorted by note and allocated to the appropriate person by the calling team :-)
Please write the headers in the NOTES and NOT the Status box. It is important that you all follow this procedure so we can sort the workload.
The team work from F11 STAT and once the list of customers is loaded, they then sort by Note so that the work can be allocated correctly.
In the example below, what can you see?
A header has been added as a sub note. This is incorrect, headers are to be used for NOTES only as detailed above.
Please note what the actual requirement is and be as specific as you can! Nothing wrong with too much information :-)
FAM QUERY: For all FAM related queries, IRD number for child updated, partner details etc.
IR3 QUERY: For making adjustments to IR3 returns that have been filed, why is a return in error
SL QUERY: For ALL student loan queries
CONTACT DETAILS: For contact details, numbers, etc. Only high value clients should be put to calling, otherwise move to ‘IRD Query Contact Details’ status
REMOVE: (IR3 requirements)
R&C: (with the year that you want and if there is anything to add to the PTS) – R&C stands for Request and Confirm. This is used for tax years that can’t be put through using Alpha.
BANKRUPT: (this is usually put to calling by the IR3 team, please make sure the notes are clear (For the calling team please make sure when asking for details you get the Gross, Paye and TTD.) These should only be put to Calling after we have received the prepayment for both IR3’s.
PAYMENT PLAN: For when you are setting up a Payment Plan for IRD debt, you will need to ask the following:
- How much would you like to pay and how often?
- When will the first payment be and what day will you like the payments to come out? (eg. Every Wednesday) Suggest to start in a couple of weeks so that we can set it up and also so IRD can issue out Automatic Payment forms if necessary
- Would you like an Automatic Payment form to be sent to you which you can bring into your bank, or would you like to do bank transfers yourself?
- Do you want any future refunds to be offset against the outstanding amount? Or, would you prefer any future refunds to be paid to you?
- Please advise your current address and phone number
RESTRICTED FILE: Use this header if the customer has a restricted file and you need the customer delinked or linked
QUERY: Anything that doesn’t fit anywhere else
Please note that when adding a header to the notes for the “Calling to IRD” Status please ensure that you add in the year first, then the header eg:
2013 FAM QUERY
This will help the calling team know what year they are looking at straight away
Now here is a very important part that you all must remember:
It is absolutely vital that if you add a note to a file, when there is a calling IRD note, that you also add a new note and copy & paste the note for calling so that the calling note is always FIRST.
The customer was on "Calling to IRD" status as we were working on getting the 2015 year requested and confirmed. The customer called as they wished to update their bank account and address, and you then made notes in Alpha as the first line shows below.
Now, because your note has now overwritten the calling note, you need to copy and paste the previous note so that the header is now at the top as shown below:
Requesting and Confirming a year
Please be aware that you should only request and confirm a year (R&C) if there has been an issue with the PTS that has already been sent. An error code will have likely come back and show in the annual tab.
The below PTS has been rejected by IRD, we have the information on file, so I have set to calling with the header "2015 R&C"
Please do not set to Calling to IRD to R&C a year if no PTS has been sent. If its an existing credit, then this has its very own status. More on this later
The below screenshot shows that there is an existing credit of $873.90 and by viewing the Annual tab you can see that NO PTS has ever been submitted for the 2015 year. You would need to set to Existing Credits to get released.
The current calling timeframe for the below statuses is between 5 – 10 business days due to a heavy workload.
- Calling to IRD
- Existing Credits (7 – 10 days)
- Maybe IETC
- IR3 Removal Pending
- Secure Email
Please do not tell customers anything less please, as you will just create unnecessary worry/callback for the customer.
If you have something urgent, e.g. the customer keeps contacting for an update then please send a ticket to the Calling team to action.
Every time you set the status to Calling, you can tick yes when notifying and the client will receive the below response. This is so they know we are on the case and contacting IRD on their behalf.
The IRD has delayed the release of your refund for one or all of the years we have filed for you.
We have contacted the IRD and we are working with them to resolve your issue which may be removing an IR3 requirement or releasing a refund for you. We will continue to try and get your tax refund released as soon as possible.
We will be in touch with any updates as they occur.
Please only tick yes if you do want to notify the client as remember that this is primarily a status is for internal use, but it’s nice to advise the client that we are working on their file.
An example would be that if a customer replies back saying NO to IR3 questions and we need to set to calling so we can remove the requirement.
Have you got all of the information?
Please ensure that when you set a customer to calling that you have ALL of the necessary information required so that the team can complete your request.
Please ensure that your notes are clear and concise, and have all the information that is required. This will help us all benefit not only the customers, but us a team so we can quickly resolve any issues.
If you ever have to put something to calling to release a credit, you MUST ask the customer FAM details. This includes asking if they have had a partner for the full tax year.
IRD number (please check alpha to see if they are a customer and marry up in Alpha)
Date relationship started and stopped (exact dates; IRD will not accept March 2011 as an example
Names, DOB, IRD numbers
Start and stop dates for care
Shared care arrangements?
Missing Monthly Income
If you put a customer to calling to R&C a year, please ensure you have checked MMI for the relevant year. If not, it will be rejected and you will need to contact the customer to query the gaps in income before the year can be finalised.
Check the Notes
One of the first things you should do when liaising with a customer, whether it is an email, phone call or chat, READ THE NOTES to ensure you are not missing anything. Always read previous notes, as you could resolve the customer's request right away!
Look up the IRD site
Ensure that you look up the IRD site before putting a client “To calling” or “Existing Credits”. Due to us being a little behind, the client may have already been paid out in the last few days. WooHoo!
You may come across an Error Code when you view a PTS for a year.
This means that the PTS has not been able to be completed by IRD and further action may be required.
In this example, the PTS has an error code of 1304. You then need to then consult the Error Codes list and take the appropriate action.
The most up to date Error Code list is found in OneNote via the Calling Team Processes on the Table of Contents.
Using the above error code fix is as below in OneNote:
Please have a read though, and consult the list when you see an error code.
New error codes will be updated as soon as we hear about them, IRD will often provide new error codes and we won’t know what they mean!
Existing Credits are a credit that has not yet been released by IRD, and it is our job to get those WooHoo’s released! The reason for the credit may be from an overpayment from a customer, a PTS, or IR3 credit that has not yet been released by IRD, or a FAM credit that requires further information to be released.
As the example above shows, this client has a credit of $511.29 WOOHOO! So you will need to set the Status to “Existing Credit” and the calling team can do the magic!
Please note that there is no "-" in front of the value, so this is your first clue its a credit.
Please remember that you will need to check the credit has not actually been released by IRD of course! Look up IRD to ensure the credit is still there as it may have been some time when a reload on the clients file was done.
However: You should only set to "Existing Credits" status if the credit is over $200. If the credit is under $200, then you need to set to the "Secure Email "status.
Credits that are a result of a payment
For example: Client has an existing credit of $300.16 as below:
You then need to look up IRD to check if the credit is a result of payment being made.
The above example shows that this is a payment made so you need to set to "Existing Credits” so the calling team can get it released.
DO NOT MAGIC BUTTON/FORCE A PTS for a payment – Under no circumstances should you do this when it’s a payment made as it will not go through
Now that you have gone over the important points of the "Calling to IRD"status and should be feeling confident, it is time to complete the quiz!
The quiz is a separate session entitled "Calling to IRD Status Quiz", so please click on the HOME button below and ensure you then click on "Finish Course", so that you are confirming you have read the content before starting the quiz.
Remember you can use OneNote if need be!