Expansion of taxpayer services

• The new Comprehensive Digital Administration of Vigo increases to more than 150 the specialized officials who telematically serve taxpayers from all over Spain, a figure that will exceed 300 when the deployment planned for 2023 is completed
• ADI users benefit from a wider range of hours and avoid having to travel to traditional offices, which in any case maintain face-to-face assistance as before.
• The taxpayer who receives an Income Tax settlement with the ADI telephone number may contact them to clarify doubts, give their consent or request assistance to make claims more quickly than at a physical counter.
• At the same time, a simplified procedure has been enabled through the Agency's website to speed up compliance with any proposal for a reduction in personal income tax refund, so that the taxpayer can receive the corresponding refund sooner.

November 25, 2021 .- The Tax Agency has launched the new Comprehensive Digital Administration (ADI) of Vigo, which starts with more than 80 specialized officials to electronically serve taxpayers throughout the national territory. The development of personalized assistance, complementary to face-to-face assistance, which is promoted by the Agency's Strategic Plan 2020-2023 and is incorporated into Component 27 of the Recovery, Transformation and Resilience Plan, continues.

With this new ADI headquarters, the offer of personalized non-face-to-face assistance that began in the fall of 2020 with the pilot test at the ADI in Valencia is being expanded, to which new offices will be added, so that more than 300 officials will be providing the service when the deployment planned for 2023 is completed.

There are currently more than 150 officials who make up the staff of this multi-channel 'virtual counter' which, for a wide variety of procedures and queries, offers the user a wider range of hours and avoids trips to traditional offices, which in any case maintain face-to-face assistance as until now.

New ADI service for assistance in checking personal income tax

The new ADI of Vigo will expand the capacity to provide information and assistance services in the field of VAT, censuses, modules and certain customs procedures that, among others, the ADI of Valencia has been offering, but with this office located in Galicia it begins Also a new assistance service for taxpayers in the control of personal income tax to resolve doubts, give approval or request assistance in preparing allegations for settlement proposals, all quickly and easily.

In the first phase, taxpayers who will be eligible to receive this assistance from the ADI will be those who receive a proposal to reduce the refund they had requested when filing their Income Tax return, provided that the tax contingency to be regularised is related solely to work income, with the application of the most common deductions (housing acquisition, maternity, nurseries and donations) or with pension plans.

In these cases, whether the result of the verification of the requested refund is a smaller refund or whether it results in a higher fee to be paid, the letter that the taxpayer receives includes a telephone number to obtain immediate assistance from the ADI. The Agency is monitoring the service that is beginning to be provided, and which is receiving a very positive initial evaluation from users.

Additional improvements: Online compliance and content summary

In parallel with the implementation of this service by the ADI, the electronic procedures have been simplified and streamlined for all taxpayers who receive a notification of a reduction in personal income tax refunds, regardless of whether they are groups eligible to be assisted by telephone or not by the ADI itself.

All taxpayers have been given the option of submitting their approval of the settlement proposal on the Agency's website in a more direct and rapid manner than previously possible, via the address indicated in the letter received by the taxpayer. To access this online compliance service, the same identification as that corresponding to the income portal is required (Key, digital certificate or reference).

Until now, the taxpayer who wanted to give his/her consent to the settlement proposal could either go in person to the office and present his/her consent by registering, or give his/her consent electronically by entering the electronic register or using the CSV code that appears in the letter received. In these last two cases, access is less agile and direct, although these routes are still available.

Another new feature implemented as a result of the launch of the ADI service for Income Tax verification, and with the same objective of facilitating, simplifying and improving assistance, has been the incorporation of a summary of content at the beginning of the letter received by the taxpayer. This summary indicates in a simple and concise manner the content of the submitted proposal and offers the different avenues for response.