We will respond to you based on the following service standards and continually work on improving our services.
Answer 85% of calls within 1 minute
Reply to 80% of emails within 5 working days
Reply to 80% of letters within 15 working days
Attend to 80% of walk-in enquiries within 20 minutes
Process 100% of refunds within 30 days
Service standards for non-filing or non-payment
IRAS requires more time to review these cases. The service standards are:
Answer 70% of calls within 2 minutes
Reply to 80% of emails within 7 working days
Reply to 80% of letters within 1 month
Attend to 80% of walk-in enquiries within 30 minutes
Interest on overdue refunds
In addition to providing e-Services to help you save time and effort, IRAS has a service standard of paying refunds from income tax and property tax payment within 30 days. If we are unable to meet this 30-day service standard, we will pay you interest. The 30-day period is calculated from the day the credit balance arises. For refunds below $15, we will be crediting it directly into your account to offset taxes of future years.