For contact purposes, the Inland Revenue Department gives a telephone number, 2296 2296, and an e-mail address.

I am fascinated by this quality of customer service- Godfrey Camilleri, Attard

I tried the e-mail address with a simple question on January 27. I got an instant acknowledgement saying I will be answered when my turn is due. However, 17 days later, I still have received no reply despite two follow-ups. I then tried their telephone number several times; every time I got an engaged tone.

I am really fascinated by this quality of customer service. How on earth does the department want to encourage tax compliance when it is so hard to get answers from it?

Admittedly, if one has the time to visit the department and ask questions, these are dealt with efficiently there and then, but who today has the luxury to spend time on such visits when the government spent so much money in setting up IT systems for the convenience of us citizens?

The management of this department needs to check where it is failing and take immediate action.