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Information to the interested party on data protection

5.26. Taxpayer Assistance

Description of the activity

Management of taxpayer assistance, such as answering questions, tax assistance services, incidents, queries, errors or computer problems, both in person and remotely.

It includes the management of the Appointment system for the attention of taxpayers and information related to said appointments.

Likewise, it includes the treatment of possible verifications, consultation of the history of the advice provided, optimization, guarantee, quality evaluation and improvement of the service.


Effective application of the state tax and customs system.

Improvement in assistance to citizens.


  • Taxpayers and obligated subjects
  • Applicants
  • Attorneys / representatives


  • DNI/NIF, CIF, Name and Surname, Image/Voice, IP address, email, telephone
  • Service type, service description
  • Channel, center, date and time of the requested appointment, date and time of attendance, attending official
  • Power of attorney and representation data
  • Data of tax significance related to the service provided
  • Care data: Waiting times, quality evaluation and attention received by taxpayers.


  • Collection 
  • Record
  • Storage
  • Structuring 
  • Modification
  • Update
  • Copy
  • Analysis
  • Enquiry
  • Extraction
  • Promotion
  • Interconnection
  • Limitation
  • Suppression 
  • Destruction
  • Other


are not foreseen

International transfers

are not foreseen

Planned deadlines for deletion

The data collected will not be deleted and will remain in the databases of the State Tax Administration Agency (AEAT) in order to cover possible legal requirements or other types of claims that may arise.


Based on the actions entrusted to the AEAT for the exercise of its functions, the data of the activities may be processed for data analysis and mining to offer a better service to the citizen.

Technical/organizational measures

All data processed has been evaluated through a risk analysis, having obtained a list of technical and organizational measures to apply.

These measures have been applied in accordance with the approved adaptation plan.

More information

It contains the recordings of telephone conversations, video calls as well as the information collected at the Citizen Telephone Service Center when they use this means of contact with the AEAT.