Skip to main content
Report 2020

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 2020, visits to the office were 2,594,063, 12.6 percent less than in 2019, with a total of 2,970,458. This decrease in access to INFORMA may be due to improvements in usability and greater information in the tax data of Renta Web, as well as the implementation of virtual assistants.

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 2020, 6,224,853 calls were answered (which represents an increase of 31.64 percent compared to 2019), with a coverage level regarding the calls received of 90.1 percent.

In March 2020, the Collection Telephone Attention Center, REC@T, was born, where through the single national number 915 53 68 01 (901 200 350), from 9 a.m. to 2 p.m. from Monday to Friday on weekdays, you are informed and assisted. citizens in the payment of their taxes and debts with the Tax Agency. In its first year of life, it has answered more than 450,000 calls, and the service currently covers 92.47 percent of the demand.

Likewise, the Tax Agency portal, sede.agenciatributaria.gob.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.

Within this framework, in recent years the Tax Agency has been moving towards a new information and assistance model, increasing the quality in the provision of services, influencing the promotion of voluntary compliance and prioritizing the use of new technologies over traditional media. traditional face-to-face assistance. An example of this is the creation of the Virtual Assistant for the Immediate Supply of Information and Value Added Tax. These virtual assistants are tools, based on the use of artificial intelligence, through which extensive tax information is provided and help for the formalization and presentation of returns, which allow solving a wide range of issues that may be raised by taxpayers and which are complemented by the possibility of formulating them via email. During 2020, there were 796,028 accesses to some of the available virtual assistants.

The most relevant figures are shown in the graphs included in the Annex: Graph nº 17. Evolution of access to the Informa Program , Graph nº 18. Evolution of calls answered by the Basic Tax Information telephone number , Graph nº 19. Evolution of visits (pages visited) to the Tax Agency web portals and Graph nº 20 Access to virtual assistants .