Seven in ten telephone calls answered
The Tax Administration’s Advisory Service, Tax Hotline, answered 69 per cent of the telephone calls related to tax returns and tax withholding cards for wage earners and pensioners in 2011, compared with 80 per cent in 2010.
At the same time, the Tax Administration experienced a slight decline in the total number of telephone calls from 2010 to 2011. There were almost 2.7 million telephone calls in 2011, and the response rate was 75.
Use of electronic services still rising
The use of electronic services offered by the Tax Administration experienced a further increase in 2011. Taxpayers may choose to only receive tax returns electronically. There were 430 023 taxpayers, or 10 per cent, who chose this solution in 2011, which was an increase of 56 per cent from the year before. The share of wage earners and pensioners who submitted tax returns electronically also went up, while the share of companies using electronic submission fell slightly.
Accounting controls change income base
The number of completed accounting controls in 2011 totalled 5 813; a fall of 364 from 2010. How accounts are checked may change from one year to another, but the checks always result in an increase or a decrease in the income base. In 2011, the income base changed by NOK 29 billion because of the checks. In 2010, it changed by NOK 6.3 billion.
Complaints about tax settlements
In 2011, 97 408 complaints about tax settlements were handled, with 93 per cent being handled within three months.
In StatRes, the number of man-years is the sum of contracted working hours recalculated to full-time equivalents adjusted for long-term leave. The number of contracted man-years in the Tax Administration was 5 621, which was the same as in 2009. In recent years, there has been a constant increase in the number of contracted man-years, but there was a decrease from 2010 by 106 man-years.