Legislation would improve IRS customer service for taxpayers with expanded information

The Improving IRS Customer Service Act would expand information regarding refunds available to taxpayers online.

The legislation would also require the IRS to inform taxpayers applying for installment agreements about available collection alternatives if they appear to have an economic hardship.

U.S. Sens. Mark R. Warner of Virginia and Dr. Bill Cassidy of Louisiana introduced the legislation to improve customer service at the Internal Revenue Service (IRS).

“The IRS has been the source of massive headaches for taxpayers for years. 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 said.

Cassidy said taxpayers would easily be able to access information online.

“Not every interaction with them has to be miserable. We can streamline the process and give Americans the transparency they expect,” Cassidy said.

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;
Inform individuals facing economic hardship of collection alternatives.

Warner has been a tireless advocate for improving IRS customer service and accelerating return times. Warner strongly supported the Inflation Reduction Act, legislation that provides funding to modernize IRS systems and improve customer service when paying taxes. 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 Virginians have when 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.

“By introducing the Improving IRS Customer Service Act, Sen. 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 of the 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.”

Melanie Lauridsen, Vice President of Tax Policy & Advocacy for the American Institute of CPAs, said the AICPA supports the legislation, which would provide taxpayers and tax advisors with clear and detailed information from the IRS.

“Additionally, S. 5280 strives to protect the most economically vulnerable taxpayers by doing away with installment agreement fees and offering collection alternatives to those facing economic hardships. Collectively, these proposals will strengthen the public’s confidence in the tax administration system, and we thank Senators Warner and Cassidy for their leadership on this bipartisan bill,” Lauridsen said.