4.2.1. Information services
Over the Internet, the Tax Agency provides citizens with the INFORMA program, a database containing the main criteria to apply for tax regulations in Q&A format. In 2016, 5,133,715 accesses to this program were recorded.
A Basic Tax Information Call Centre Service (901 33 55 33) on the main taxes is likewise available from Monday to Friday, open from 9am to 7pm (except in the month of August, in which the service hours are from 9am to 3pm). In 2016, 4,527,440 calls were attended, with a coverage rate with respect to calls received of 83.8 percent.
The Tax Agency portal, www.agenciatributaria.es , is an information channel increasingly used by taxpayers. The site makes it easier to find content, as it centralises in one place all the information related to a tax, program downloads, tax forms and access to all electronic procedures.
The most important figures may be seen in following graphs from the Appendix:
Chart 33. Evolution of access to the Informa Program Graph nº 34. Evolution of telephone calls Basic Tax Information Graph nº 35. Evolution of visits (visited pages) to the web portals of the Tax Agency (Annex)