New IRS Hotline Opens for Taxpayers with PersistentProblems.

OAKLAND, Calif.--(BUSINESS WIRE)--Nov. 12, 1998--Taxpayers who have tried but failed to resolve persistent problems with the IRS now have an effective new alternative.

"We are announcing the opening of a brand new telephone number designed to help taxpayers who have been frustrated by

The new toll-free number, 1-877/777-4778, should only be used by taxpayers who have been trying to resolve difficulties with the IRS, either by telephone or in person at an IRS office, and who have waited a reasonable period of time to no avail. "Taxpayers with routine questions, or who have not yet contacted the IRS regarding a problem should continue to call the regular toll-free tax assistance number, 1-800/829-1040," Lowe said. "The new number is only for use by people who have seemingly hard-to-fix problems they haven't been able to resolve," he said.

Almost exactly one year ago (November 15, 1997) the IRS established Problem Solving Days, a single day each month held in each of the 33 IRS Districts across the country, devoted to helping taxpayers who had encountered long-term problems with IRS. Recognizing the need to more effectively deal with these customers and work out solutions to these persistent problems, the IRS Taxpayer Advocate established this new customer service number to try to expedite the process. The new number will not replace Problem Solving Days, but should help the IRS find solutions for even more customers.

The next Problem Solving Day will be held locally in the IRS Sacramento Office on Saturday, November 14, 1998, from 9 a.m. to 3 p.m. The office is located at 4330 Watt Avenue in North Highlands, Calif. Taxpayers can meet face-to-face with IRS employees at Problem Solving Days to find solutions to tax problems. Over the past year, most of the hundreds of taxpayers who have taken advantage of a Problem Solving Day in Northern California have left the IRS office with their problem resolved.

Customers calling the new problem resolution toll-free hotline will be connected to one of four call centers and the problem resolution specialist who answers the telephone will try to resolve the issue for the taxpayer on the spot, during the call. In some cases, where research will be required, it may take a few days to find the solution. "We want to take care of these customers and we want them to count on us for that help," said Lowe. "We will find a way to cut through any red tape and get to the bottom of problems brought to our attention," he said.

Lowe said that taxpayers who have bona fide hardship emergencies can also file a form 911, "Application for Taxpayer Assistance Order (ATAO)," over the telephone. These cases receive expedited handling, and the Taxpayer Advocate requires response to taxpayers who file an ATAO within one work day.

After Congressional hearings last year the IRS decided to make its Problem Resolution Program more accessible to people who need help. The new telephone line is one more step in that direction.