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Annual Report 2012

3.2.3. Conducting procedures by phone

The Tax Agency has a Call Centre (901 20 03 45) that is operative from Monday to Friday, from 9am to 7pm (to 9pm from April to June and to 3pm in August), and among the tax aid services it provides we can highlight the following: notification of tax address change (except for taxpayers required to submit returns 036/037), request of the advance payment of the deduction for working mothers, and managing pre-populated income tax returns (during income tax period).

In addition, the Tax Agency has automatic telephone services, that is, Voice Recognition Units (901 12 12 24), available from Monday to Sunday, 24 hours a day, for very simple procedures like the request of identification labels, information on the status of the Personal Income Tax returns, the confirmation of the pre-populated income tax return or the request of appointments to modify it or to prepare the income tax return.

The automatic telephone services have received a total of 3,765,290 calls in 2012, which means 55.26 per cent less than the previous year. Such a big difference in the number of received calls is caused by the fact that in the year 2012 the request of the pre-populated income tax return or tax information for Personal Income Tax returns are no longer attended.