AICPA demands IRS pick up the phone faster for tax pros
"The American Institute of CPAs wants the Internal Revenue Service to pick up the phone faster on its so-called Practitioner Priority Service for tax professionals and make other fixes, pointing to a "plummeting" level of service in recent years.
Taxpayers and tax pros alike have long complained about the difficulty of reaching the IRS over the phone and those complaints have mounted during the COVID-19 pandemic.
Despite recent efforts by the IRS to ease the burden that the backlog has caused for taxpayers and practitioners, the AICPA notes that service levels for the practitioner priority service phone line had been in continuous decline for several years.
The National Taxpayer Advocate's annual report to Congress found that the percentage of calls answered on the PPS line declined from 78.3% in fiscal year 2019 to 28.0% in FY 2021, with the average speed of answering the phone nearly doubling from 8.8 minutes to 16.1 minutes over that same period. Still, that was better than the level of service for regular taxpayers, where the percentage of calls answered by IRS employees declined from 28.7% in FY 2019 to 11.4% in FY 2021 and the average speed of answer went from 16.2 minutes in FY 2019 to 22.8 minutes in FY 2021. Many taxpayers have complained they were unable to get through at all.
"We are hearing from tax practitioners everyday regarding their significant PPS line challenges and the impact those challenges have on their interactions with IRS on behalf of taxpayers," said the AICPA letter."