Some individuals have limited or no access to the internet and contact Inland Revenue though local offices or by telephone.

Charlotte is a retired school teacher and lives on her son’s farm in rural Northland. She has shares in a New Zealand company and for the last decade has donated the majority of her dividend income to a local charity, which supports impoverished children in the community.
Every year, Inland Revenue sends Charlotte an individual income tax return form (IR3) and a tax credit claim form (IR526) for her charitable donations.
Charlotte has limited computer access and isn’t fond of using the internet, so if she has questions about filling in her forms, she either rings Inland Revenue or, if she is in town, visits the local Inland Revenue office. Either way, she usually has to wait in line to talk to someone.
 

Some people have limited access to the internet, but they should not miss out on service improvements.
Moving the majority of tax transactions to an online system and integrated software will reduce physical and telephone contacts with Inland Revenue. This would mean fewer delays for those who still require these forms of contact.
 

Charlotte is a retired school teacher and lives on her son’s farm in rural Northland. She has shares in a New Zealand company and for the last decade has donated the majority of her dividend income to a local charity, which supports impoverished children in the community.
Every year, Inland Revenue sends Charlotte an individual income tax return form (IR3) and a tax credit claim form (IR526) for her charitable donations. If Charlotte has a problem filling in these forms she can ring Inland Revenue or visit the local office.
Delays will be less common, as the majority of tax transactions will be done online and through integrated software, reducing wait times for telephone and face-to-face interaction when this is necessary.