The central helpline will make it easier for KAS clients to handle matters remotely. Employees of tax offices and the National Revenue Information Service (KIS) will be available via the numbers of one nationwide KAS helpline: (+48) 22 330 03 30 – for calls from mobile phones, and 801 055 055 – for calls from landlines.
Callers to the helpline will receive general tax and customs information and, after confirming their identity with a telePIN code, individual information covered by tax secrecy. General representatives and users of an organization account in the e-Tax Office will also be able to obtain individual information by telephone concerning their principals.
“The nationwide KAS helpline will make it easier to contact tax office employees. They will now be available under one telephone number. The system we have implemented will enable the simultaneous handling of up to 5,000 calls. Importantly, tax office employees will also be able to safely provide information by telephone in individual matters covered by tax secrecy. Data protection will be ensured by authentication with a special telePIN code, which can be set quickly and easily in the e-Tax Office,” emphasizes Małgorzata Krok, Deputy Head of KAS.
The KAS helpline is part of the Multichannel Communication Center. It is a modern telecommunications and information system that provides fast and professional service to KAS clients through various remote channels.
“We have created a modern platform for serving clients remotely through various contact channels. We use technologically advanced solutions, such as voicebots and chatbots. We are striving to meet our clients’ growing expectations regarding mobility, accessibility, modernity and the high quality of services provided by the tax administration,” adds Deputy Minister Małgorzata Krok.
Remote service for KAS clients
The launch of the nationwide KAS helpline is another step toward enabling the remote service of tax administration clients.
“We aim to ensure that our clients can handle most matters without having to visit a tax office. The Ministry of Finance is developing the e-Tax Office, where users can file their taxes and handle many other matters. Clients log in using the login.gov.pl platform, which ensures their security. Now they will also be able to contact the tax office by telephone with the same level of security,” notes Deputy Head of KAS Małgorzata Krok.
KAS helpline
As part of the KAS helpline, tax offices throughout Poland will serve clients using the numbers previously used by the National Revenue Information Service:
- (+48) 22 330 03 30 – for calls from mobile phones,
- 801 055 055 – for calls from landlines.
Calls to the existing numbers of tax offices will be automatically redirected to the helpline.
What information will callers receive
By calling the KAS helpline, clients will continue to receive general tax and customs information without having to confirm their identity.
The new feature will be the possibility of obtaining information concerning an individual taxpayer’s matters covered by tax secrecy. To do so, callers will have to confirm their identity with a telePIN code. For example, callers will receive information about settlements of overpayments and refunds from tax returns or declarations.
The rules for providing information by specialized tax offices serving large business entities will not change. Employees of these offices will remain available at their existing telephone numbers.
Authentication using a telePIN
Every taxpayer will be able to call the KAS helpline and obtain information about their tax matters covered by tax secrecy after authenticating with a telePIN code.
The client sets the telePIN code independently after logging in to the e-Tax Office at www.podatki.gov.pl.
Representatives acting under a general power of attorney PPO-1, as well as users of an organization account in the e-Tax Office (UKO), will also be able to access information covered by tax secrecy concerning their principals or the organization whose account they are authorized to use.