Expansion of taxpayer service services

• The new Comprehensive Digital Administration of Vigo raises to more than 150 specialized officials who telematically serve taxpayers throughout Spain, a figure that will exceed 300 when the deployment planned for 2023 is completed.
• ADI users benefit from longer hours and avoid having to go to traditional offices, which in any case maintain face-to-face help as before.
• The taxpayer who receives an Income Tax settlement using the ADI telephone number may contact them to clarify doubts, give their consent or request assistance to make allegations more quickly than at a physical counter.
• At the same time, a simplified procedure has been enabled through the Agency's website to expedite compliance with any proposed reduction of personal income tax refunds, so that the taxpayer can receive the refund that corresponds to them sooner.

November 25, 2021 .- The Tax Agency has put into operation the new Comprehensive Digital Administration (ADI) of Vigo, which starts with more than 80 specialized officials to telematically serve taxpayers from all over the national territory. Thus, the development of personalized assistance complementary to in-person assistance continues, which is promoted by the Agency's Strategic Plan 2020-2023 and is incorporated into Component 27 of the Recovery, Transformation and Resilience Plan.

With this new ADI headquarters, the offer of personalized non-face-to-face assistance that began in the fall of 2020 with the pilot test at the ADI in Valencia is expanded, to which new offices will be added, so that there are more than 300 officials providing the service when complete the deployment planned for 2023.

Currently, there are more than 150 officials who make up the staff of this multi-channel 'virtual counter' which, for a wide variety of procedures and queries, offers the user a greater range of hours and avoids trips to traditional offices, which in any case maintain face-to-face help as before.

New ADI service for assistance in checking personal income tax

The new ADI of Vigo will expand the capacity to provide information and assistance services in the field of VAT, censuses, modules and certain customs procedures that, among others, the ADI of Valencia has been offering, but with this office located in Galicia it begins Also a new assistance service for taxpayers in the control of personal income tax to resolve doubts, give approval or request assistance in preparing allegations for settlement proposals, all quickly and easily.

In the first phase, the taxpayers who will be able to receive this assistance from the ADI will be those who receive a proposal to reduce the refund that they had requested when submitting their Income Tax return, provided that the tax contingency to be regularized is related only to work income. , with the application of the most common deductions (acquisition of housing, maternity, daycare and donations) or with pension plans.

In these cases, whether the result of the verification of the requested refund is a lower refund, or if it results in a fee to be paid, the letter that the taxpayer receives includes a telephone number to obtain immediate assistance from the ADI. . The Agency monitors the service that is beginning to be provided, and which has a very positive initial evaluation from users.

Additional improvements: Online compliance and content summary

In parallel with the implementation of this service by the ADI, electronic procedures have been simplified and streamlined for all taxpayers who receive a notification of reduction of personal income tax returns, regardless of whether they are groups that can be assisted by telephone or not. by ADI itself.

The possibility of giving consent to the settlement proposal on the Agency's website has been enabled for all of them in a more direct and faster way than the one that existed until now, through the address indicated in the letter that the taxpayer receives. To access this 'online' compliance service, the same identification as that corresponding to the rental portal is required (Password, digital certificate or reference).

Until now, the taxpayer who wanted to agree to the settlement proposal could either go in person to the office and present the agreement by registration, or provide the agreement electronically by entering by electronic registration or using the CSV code that appears in the letter. received. In these last two cases, access is less agile and direct, although these routes are still available.

Another novelty implemented as a consequence of the launch of the ADI service in income verification, and with the same objective of facilitating, simplifying and improving assistance, has been the incorporation of a summary of content at the beginning of the letter that the taxpayer receives. . This summary indicates in a simple and concise manner what the content of the submitted proposal is and offers the different avenues of attention.