Luxembourg Inland Revenue (Administration des contributions directes - ACD) and the Ministry of Finance have announced the launch of the new ACD Contact Centre.
"The [ACD] is delighted to announce the launch of a new Contact Centre which represents a major step forward in our mission to make a more accessible and easy service to taxpayers. A single contact form and a 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 Jean-Paul Olinger.
The Contact Centre is equipped with a communication centre dedicated to processing contact forms, aimed at offering faster support to taxpayers and optimised monitoring of their requests.
The authorities recalled that, last year, the various offices of the ACD received more than 370,000 emails in total, and the Luxembourg City telephone switchboard handled an average of more than 7,800 calls per month. Many requests for information result in repetitive exchanges with taxpayers, hence the interest in using a one-page contact form that is available 24/7, they noted.
As of Monday 18 November 2024, taxpayers can use a multilingual contact form (in French, German and English) to contact the ACD. The form will be highlighted on the homepage of the acd.lu website, which received an average of more than 118,000 visits per month in 2023.
Once the contact form has been submitted, the applicant will receive an acknowledgement of receipt specifying a unique reference number. This number will remain the same throughout the processing of the application, and is thus expected to allow for clear and consistent follow-up.
The goal of the Contact Centre is to facilitate the taxpayer's contact with the ACD so that the administration can respond as quickly as possible to the requests it receives. As reported by the ACD and the Finance Ministry, this new contact form will make it possible to:
- formalise the flow of contact to the ACD, thanks to an acknowledgement of receipt with a reference number;
- improve the dispatching of requests;
- speed up the processing of requests, because the requests will be complete from the first exchange;
- offer an additional communication channel to contact the ACD, in addition to the telephone switchboard, direct reception in the offices or via myguichet.lu.
The authorities added that a range of certificates and documents (tax residence certificate, income certificate, property certificate, account statements, etc.) can be directly requested via the contact form.
For logistical reasons, the Contact Centre will be launched in three successive phases between the end of 2024 and mid-2025:
Phase 1: questions addressed to the tax offices of resident individuals;
Phase 2: questions addressed to the tax offices in charge of non-resident individuals and RTS;
Phase 3: questions addressed to the corporate tax offices and revenue services.
Each new phase will be announced in advance. In the first phase, which began on Monday, the Contact Centre will focus its efforts primarily on resident individuals. Although the Contact Centre will endeavour to receive and forward other questions as soon as it is launched at the end of 2024, agents will not be able to guarantee equivalent response times before the launch of the corresponding subsequent phases.
In addition to the contact form, the FAQ catalogue has been updated. The answers to the most frequently asked questions on the acd.lu website have been revised to better meet the expectations of taxpayers and are now available in three languages: French, German and English. This update aims to facilitate understanding and accessibility for a wider audience, by providing clear and concise information. The intuitive question-answer format is designed to provide clear and accessible answers to the most frequently asked questions, according to the authorities.
