Reopening of telephone Support Desk

26 June 2020

Revenue Scotland is pleased to announce a phased reopening of our telephone Support Desk. From Wednesday 1 July, our main telephone enquiry line will reopen for service, operating revised midweek hours, with experienced Revenue Scotland staff taking calls and providing support whilst working remotely. 

Having initially revised our operational procedures to enable our systems and staff to operate remotely, subsequent reviews and follow-up discussions with staff have highlighted our ability to safely and securely reopen the main telephone Support Desk for both incoming and outgoing calls.

A new remote working telephony protocol has been agreed which introduces a number of new procedures and equipment. All staff taking calls remotely have undergone additional training. All calls handled via the telephony system will now be recorded to further protect PTI, support staff training and improve overall call performance.

Should you have any queries, please contact the Revenue Scotland Comms Team: info@revenue.scot

 

Additional notes

The Support Desk telephone number is: 03000 200 310.

Revised Support Desk operating hours from Wednesday 1 July, 2020:

Monday – Friday: 10:00 – 12:00 and 14:00 – 16:00.

Revenue Scotland has made a number of operational changes in response to the COVID-19 pandemic and subsequent government advice. Key changes introduced from 1 May, 2020:

  • Paper forms, submitted by post can no longer be accepted
  • All tax returns must be submitted online, using the Scottish Electronic Tax System (SETS)
  • Any payments made must be made by BACS or Direct Debit; cheques can no longer be accepted.

 

A dedicated COVID-19 section on the Revenue Scotland website gives more information and detail