4.1.1. Information services

The INFORMA program is the main channel for obtaining 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, there were 3,909,413 visits to the clinic, 18.34 percent less than in 2017, with a total of 4,787,477. The drop in queries is notable. VAT , which could be motivated by the introduction of digital assistance tools in this tax, as well as the decrease in the rest of the taxes, mainly due to the fact that no new regulations have 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 of 82.2 percent of calls received.

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 accesses to the Informa Program New window . Graph No. 18. Evolution of calls answered by the Basic Tax Information telephone New window . and Chart No. 19. Evolution of visits (pages visited) to the Tax Agency's web portals New window .