Contact center of the STS provided answers to 390 thousand taxpayers’ questions during January – May 2020

Contact Center of the STS provided 390 thousand answers to questions from individuals and legal entities during January – May 2020. Of the total number of answers, 377.4 thousand was provided by the telephone, 10.8 thousand by the e-mail and fax and 1.8 thousand – using the answering machine.

New taxpayers’ service was introduced on May 12, 2020 regarding the provision of information and reference services in chats of popular messengers Viber and Telegram.680 appeals received in chats were processed in May 2020.

Most often, taxpayers applied with questions about the value added tax, single social contribution to compulsory state social insurance, personal income tax, application of registrars of calculated operations and the taxpayer’s rights and obligations.

To avoid ambiguous interpretation of the legislative provisions, all answers are provided using the Knowledge base – an automated database of unified answers to questions from individuals and legal entities. Thus, as of June 1, 2020 the Knowledge Base has 10.8 thousand unified questions and answers.

The Knowledge base is constantly updated and kept up to date. During January – May 2020, due to the legislative changes, the validity of 1276 unified questions and answers was limited and 590 were introduced in the new version.

For the convenience of business entities and citizens, the Knowledge base is posted on the official web portal of the State Tax Service in section “Questions and Answers from the Knowledge Base” of the Public Information and Reference Resource (ZIR). Therefore, visitors of portal can find answers to questions that interest them at any convenient time. Almost 1.3 million customers used this service during 5 months of 2020.

Reminder! It is possible to join the STS’s chats from:

-          the web portal of the State Tax Service of Ukraine, section “Public information and reference resource” https://tax.gov.ua/;

-          the site of the Public information and reference resource (abbreviated as ZIR) https://zir.tax.gov.ua/, or its mobile version.