Commitment to Service

Quality Policy

IRAS Quality Policy is also IRAS service motto - Excellent Service Always!.

Our Quality Policy guides us in our ongoing service excellence journey to achieve a strong service culture in IRAS where everyone of us adopts a service-oriented mindset when performing his or her duties.

Excellent Service Award (jpg)


Service Pledge

Dear Taxpayer, 

As your partner in nation building, we are committed to providing excellent service to you. We will apply the tax laws fairly and make it simple and convenient for you to fulfil your tax obligations.

We will be 

Proactive, Prompt, Polite, 

Competent, Clear and Consistent

when handling your tax matters.

We will respond to you based on the following service standards and continually work on improving our turnaround time:

  •  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 100% of walk-in appointments within 15 minutes
  •  Process 100% of refunds within 30 days

Your feedback is important to us. We will use your feedback to identify areas for improvement so that we can serve you better. 

To help us deliver excellent service, we seek your cooperation to: 

  •  File your return promptly 
  •  Give us accurate and complete information 
  •  Keep proper tax records 
  •  Pay your tax on time 
  •  Respect our staff 

Inland Revenue Authority of Singapore


Service Standards

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 100% of walk-in appointments within 15 minutes
  • Process 100% of refunds within 30 days

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.


Learning Opportunities

IRAS is committed to treating any complaints seriously and dealing with them in a timely, professional and cordial manner.  We treat each complaint as a learning opportunity for IRAS as it will help us identify areas for improvement.

How taxpayers can lodge a complaint

A complaint can be lodged if you:

  • are dissatisfied with our services; and
  • require a response from us

To lodge a complaint, please:

  • Email us or
  • Call our Quality Service Manager (QSM) at 1800-356 8225 or 65-6356 8225 (for overseas call), from Mondays to Fridays, 8am to 5pm. You can leave a voicemail during lunch time from 12.30pm to 1.30pm.

For feedback which do not require any response, please use our online feedback forms.

How IRAS handles and resolves complaints

For complaints received via our email service or QSM helpline, we will work towards resolving the complaints within 5 working days.  Our officer will work with you to resolve your complaint.  We will update you on the progress if we require more time to look into the matter.