4.1.1. Information services

The INFORMA program is the main channel to obtain written information from the Tax Agency. It consists of a database of tax questions and answers that can be accessed by both internal and external users. The INFORMA program is available for consultation via the Internet.

In 2018, visits to the office were 3,909,413, 18.34 percent less than in 2017, with a total of 4,787,477. The drop in queries VAT is notable, which could be motivated by the launch of digital assistance tools in this tax, as well as the decrease in the rest of the taxes, mainly due to new regulations not having come into force.

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 2018, 4,814,068 calls were answered, with a coverage level regarding calls received of 82.2 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 relevant figures are shown in the graphs included in the Annex: Graph nº 17. Evolution of access to the Informa Program New window . Graph nº 18. Evolution of calls answered by the Basic Tax Information telephone number New window . and Graph nº 19. Evolution of visits (pages visited) to the Tax Agency web portals New window .