Last year, 370,000 emails and an average of more than 7,800 calls each month were received by the Luxembourg Inland Revenue (Administration des contributions directes, or ACD). The ACD wants to manage this large flow of requests from citizens more effectively, so that it can deal with them more efficiently. To do this, it has developed its ‘contact centre,’ which is based on a new single form available in several languages (French, English, German), highlighted on the home page of the ACD website. The contact centre will be developed in three phases, with the first launched on 18 November.

This new system, based on contact forms, aims to enable the administration to better structure the flow of communications thanks to a system of acknowledgement of receipt and reference number. Once requests have been received by the ACD, they should be distributed more efficiently between the relevant departments. Indeed, the ACD has found that it can sometimes be difficult for callers to know exactly who to contact.

The contact centre should also speed up the processing of requests, as requests submitted via the form will have to be complete. At present, many requests require several exchanges between the taxpayer and the administration, which slows down their processing.

“The Luxembourg Inland Revenue is delighted to announce the launch of a new contact centre, which represents a major step forward in our mission to make our service more accessible and easier for taxpayers. A single contact form and an FAQ section in three languages are now available on our acd.lu website. This is an important first step in strengthening our commitment to customer satisfaction,” said ACD director .

Indeed, for taxpayers too, the service is supposed to offer greater simplicity... and speed. Taxpayers will first have to fill in a form detailing their identity details, national identification number, address and the nature of their request. They can, for example, request a tax residence certificate, an income certificate, a property certificate, ask a question about their tax class, obtain their tax deduction slip, etc. Once the form has been submitted, the applicant will receive a reference number that will enable them to track their application and its processing. The ACD also states that “a wide range of certificates and documents (tax residence certificate, income certificate, property certificate, account statements, etc.) can be requested directly via the contact form.”

For the time being, the service is available for questions addressed to resident individual tax offices. A second phase will open up the service to non-resident individuals. Finally, a third phase by 2025 will also receive questions from companies or revenue services.

This article was originally published in .