5.26. Assistance to taxpayers
Description of the activity
Management of assistance to taxpayers, such as answering queries, tax assistance services, incidents, queries, errors or computer problems, both in person and remotely.
Includes management of the Appointment system for the attention of taxpayers and information related to said appointments.
It also includes the treatment of possible verifications, consultation of the history of the assessments carried out, optimization, guarantee, evaluation of the quality and improvement of the service.
Purpose
Effective implementation of the state tax and customs system.
Improving citizen assistance.
Interested parties
- Taxpayers and obliged subjects
- Applicants
- Proxies / representatives
Details
- DNI/NIF, CIF, Name and Surname, Image/Voice, IP address, email, telephone
- Type of service, service description
- Channel, center, date and time of the requested appointment, date and time of attendance, official who attends
- Power of attorney and representation data
- Tax-related data relating to the service provided
- Attention data: waiting times, quality assessment and attention received by taxpayers.
Treatments
- Collection
- Record
- Storage
- Structuring
- Modification
- Update
- Copy
- Analysis
- Enquiry
- Extraction
- Promotion
- Interconnection
- Limitation
- Suppression
- Destruction
- Other
Recipients
Not foreseen
International transfers
Not foreseen
Expected 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.
Profiling
Based on the actions entrusted to the AEAT for the exercise of its functions, the data of the activities may be processed for analysis and data mining to offer a better service to the citizen.
Technical/organizational measures
All data processed has been evaluated through a risk analysis, obtaining the list of technical and organizational measures to be applied.
These measures have been applied in accordance with the approved adaptation plan.
More information
It contains recordings of telephone conversations, video calls, as well as information collected by the Citizen Telephone Service Centre when the latter uses this means of contact with the AEAT.