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Read our progress updates on more complicated issues with myIR

Progress updates

We're aware of some issues in myIR that will take more time to fix. As we work towards resolving these, we want to keep you updated on our progress and our solutions. We'll update the issues on this page whenever we have more information to share.

Once an issue has been fully resolved, we'll move it to our archived answers page.

If you think anything is missing or unclear from our web content, send us an email with examples (text, screenshots and URLs) to webfeedback@ird.govt.nz

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Letters

We’ve had feedback that some of our letters are being issued directly to clients, rather than redirecting to tax agents. While some of our letters are designed to always go to the client, there are others issuing incorrectly. We are working to resolve this issue as quickly as possible and will update this page as we receive more information.

What happens when a letter is redirected?

If a customer is linked to a tax agent and the tax agent redirection is ticked, most letters will automatically be sent to the tax agent instead of the client.

If the letter is sent through myIR, the client will not receive an e-mail notification to view the letter online. The client can still view the letter in myIR, but will not receive a notification when they log in.

If the letter is paper only, it will be redirected to the tax agent and the client will not receive a copy.

There are a few exceptions to this, which are listed and explained under Letters correctly sending to clients below.

Resolved issues

We have now fixed issues with the following letters that were not following the redirect and being sent to clients incorrectly:

  • Prescribed Investor Rate (PIR) letters, advising that the rate being used is incorrect. This was resolved on 22 May 2019.
  • The Income tax return reminder web message, which advised clients that they have a return available to file. This issue was fixed on 6 June 2019, with all income tax return reminders now being suppressed if the client is linked to a tax agent for income tax.
  • Donation tax credit letters, asking for an income tax return to be filed. This was resolved on 18 June 2019, with the letter now following the redirect.
  • The following issues were resolved on 28 June 2019:
    • Resident Withholding Tax (RWT) certificate of exemption letters asking for more information.
    • Company dissolution letters, advising whether or not we have an objection.
    • IR67S – Non-resident withholding tax reconciliation returns.
    • Working for Families Tax Credits (WfFTC) letter, asking for the customer’s partner to file a return.
  • Donation tax credit letters, advising that a donation exceeds taxable income. This was resolved on 4 July 2019.

Letters requesting that the customer add a bank account number to their account. This was resolved on 27 August 2019.

Summary of account From 5 September 2019 this letter will now follow the mail redirect associated to the Customer master link. This letter is designed to give a customer a consolidated view of transactions for all accounts in debt, so it issues at the ‘Customer level’. You need to have authority to act for all tax and social policy on a client’s behalf to be able to receive it by linking to the Customer master. If you do not have the Customer master link, or you have it without mail being set to redirect, it will continue to issue to your client.

Provisional tax letter In some cases, taxpayers may have received a letter advising them of a new provisional tax assessment before receiving their automatically issued income tax assessment. This information may be incorrect if the automatically income tax assessment is under review or has been reassessed. We have now fixed this issue.

Instalment arrangement Customers found the letter confirming that an instalment arrangement had been set up to be confusing. Previously, this letter was displaying the amount for each bill item in the same period separately. From 18 July 2019, the overall total debt for each period and tax type will show on one line.

Overdue return letter We have made some changes to the overdue return reminder letter based on tax agent feedback. Where a customer changes from a company to a look-through company or vice versa the letter was sometimes asking for an incorrect return type to be filed. We have now fixed this issue. The return period will now be included in this letter and we made some changes to the tone of the letter based on feedback.

Error message

We’ve fixed an error when viewing certain letters issued prior to moving into our new system.

Some letters issued prior to April 2019 were not able to be opened from within the correspondence tab. These letters will no longer display in the correspondence tab but can still be found and opened by clicking View archive.

Letters correctly sending to clients

The following letters have been designed to always go to the client:

  • Linking and delinking letters, letting the customer know that an intermediary was added to or removed from their account.
  • Bank account change letters, notifying the customer when a refund bank account was changed or added.
  • Certificates of exemption from schedular deductions, which are sent directly to ensure there are no delays for customers who need to urgently give it to their employer. You can view a copy of this letter in myIR.
  • Letters asking that the client provide income information to their tax agent, so that a return can be filed (L letter).
  • The second notification of an outstanding amount to pay, with the first notification letter going to the tax agent.
  • Late filing penalty notices, letting the customer know they have been charged a late filing penalty for not filing their return. The first letter advising the return is late will redirect to tax agents. This is no change from what this letter did in our old system.

The notification of a direct debit is issued to the recipient of the refund by design. In most cases, the client will receive this letter as the refund will generally be deposited directly into their account. If you’re using the new refund redirect to route refunds to your own bank account, this letter will go to you instead. Changing this letter without the refund redirect means your clients will receive refunds without knowing where they came from.

Requesting copies of letters sent to clients

We've made some changes to how our staff issue carbon copies of client letters. These were incorrectly being copied to a tax agents IRD number meaning the notification email alert was advising there was a mail item for the agency, rather than the client.

Going forward, if the agent is unable to view the client letter electronically and needs a copy of the letter, we will need to print a paper copy of the original letter item to be sent by post.

Updated 21 September 2019

Financial transfers

Updating bank account details

We’re aware of an issue preventing bank account details from being updated when the change is requested through a GST return or an assessment confirmation. We’re in the process of resolving this issue and will provide an update here once it has been completely fixed.

We have now resolved this issue for bank account update requests within E-filed income tax returns.

If you believe a return of money paid was sent to an old bank account because of this issue, please contact us.

You can always update your bank account details through myIR.

Credit transfer requests

We have now fixed an issue affecting customers requesting transfers without a bank account on file. From 3 July 2019, we will complete the transfer request if it covers the full amount of credit, and will not hold the transfer request while we await a bank account number. If there is still a residual credit to be refunded, we will wait for a bank account to be provided so that it can be processed correctly.

Offsetting credits

We have now fixed an issue causing credits – such as donation tax credits – to be automatically offset towards income tax payments which were not yet due. This issue was affecting customers with a provisional tax liability. If your client has had a credit transferred to a future income tax liability that they would prefer to have refunded, please send us a message in myIR or contact us.

Incorrect transfer amounts displayed

We have now fixed an issue with the amounts available for transfer when filing an income tax return resulting in an amount to pay.

Previously, if a customer filed an income tax return with an amount to pay when they had previously made a payment (such as provisional tax) that exceeded that liability, the amount available to be transferred was displaying incorrectly.

These transfers will now be completed correctly.

Transfer of small amounts

We have now fixed an issue where financial transfers for amounts less than $1.00 were recorded as being completed without being processed. As of 18 July 2019, transfers of small amounts between accounts will create a work item to be completed.

Transfers in myIR

We’ve had some questions asking about the ways that transfers are handled and processed in myIR. To try and address some of these questions, here is a brief explanation of how transfers work in our new system.

For a tax agent to request a transfer from a client, they will need to be linked to the client and be granted Full account access account permissions to the client list for the current location of the credit. The tax agent, however, does not need to be linked to the recipient of the transfer.

If the credit is going to an associated person, the effective date of the transfer will be the best effective date rather than the date the transfer is requested.

Full payments with the same effective date can be shifted, with the effective date remaining the date of the payment. You’re not able to shift a partial payment, but you can do a credit transfer for a partial amount. In this case, the standard credit transfer date rules will apply.

Requesting a transfer does not necessarily mean that we’ll move the credit as requested. When there are higher priority periods or accounts which the credit should go to, the credit will instead follow our automated offset rules.

To prevent a tax agent’s employees from being able to access their personal account information, tax agents linked to themselves are not treated as a client. This means that they cannot perform tax agent specific functions – such as financial transfers – on their own IRD number.

There are a few other instances where the transfer will not be processed. If this occurs, one of the two following error messages will be displayed:

Error: No credits available to transfer

This error may display if:

  • there is no assessment in a period, so the credit is locked
  • there is a credit lock, or account halt, on the period
  • the credit arose from a write-off or remission
  • there is a refund created earlier that day which is pending release.

Error: Client not available for this service

This error may display if:

  • the transfer is being requested from the tax agent’s own IRD number
  • the tax agent is not linked to the client
  • the tax agent is linked, but does not have Full account access to the client list where the account is linked
  • the client or the client’s account:
    • is ceased or deceased
    • is under investigation or special audit
    • is a corporate customer
  • the client is insolvent by way of bankruptcy, liquidation, voluntary administration, or has been struck off.

Where applicable, the same restrictions and error messages will apply to the destination period.

If a destination client is not available to be transferred to, we will continue to process and release a refund from the source client.

Updated 17 September 2019

Restricted administrator role

Some tax agents have let us know that they do not want all agency Administrators to have access to all customer level mail sent to the agency’s myIR account. We’ve listened to your feedback, and from 29 August 2019 we have introduced the Restricted administrator role to better control mail access.

Restricted administrators are able to access all of the features and functionality available to an Administrator but cannot view all customer level mail issued to the agency. This includes mail such as the summary of account, which is issued at the agency customer level (or IRD number level) as it may contain information on multiple accounts or tax types at once. They will still be able to access all agency reports, the extension of time dashboard, and the client list security options.

This will not affect access to account level mail for accounts they have been provided specific access to. For example, a Restricted administrator who has been delegated access to the agency’s GST account will be able to view any mail at the GST account level.

Agency Owners can downgrade Administrators that they do not want to have customer level mail access to Restricted administrators in myIR. Go to Settings, select Manage additional logons and choose the logon you would like to amend. Select the Change button in the Settings section and use the drop-down box to select Restricted administrator before saving.

We will update our website and other supporting material to include information on this new role option in the next few weeks.

Updated 29 August 2019

Incorrect 'late submission' alert

We’re aware of an issue causing late submission alerts to incorrectly appear for some customers.

For customers with an extension of time (EOT) who receive an automatically issued income tax assessment, we have now fixed this issue.

This alert may still appear for customers with an EOT who have filed an Individual income return – IR3, or who have amended their automatically issued income tax assessments to include other forms of income (resulting in them now having to file an IR3). We are working hard to resolve this issue and will provide an update here once it has been fixed.

You will not receive any late filing penalties due to this error.

Updated 23 August 2019

Non-individual myIR registration with non-resident owner

Non-resident directors and Executive Office Holders (EOH) are now able to register for myIR without an IRD number.

Select Register from our home page to begin the registration process. Choose Create a myIR account for your non-resident business or organisation and fill in the form.

You will need to provide:

  • the organisations name
  • the organisation's IRD number
  • your relationship to the organisation
  • your name
  • your date of birth
  • your email address.

You will need to call us to activate your account and complete the process.

Updated 23 August 2019

Income summary

We've finalised the new design and development is underway on changes to both:

  • the income tax information displayed onscreen in myIR
  • the income export PDF.

This process has taken longer than we expected because of the depth of information on the site. We want the new design to meet the needs of customers and intermediaries and be mobile and tablet responsive.

Once we've completed the development phase, the changes will go through testing before going live. This is currently in its final stages, and we expect these changes to go live shortly.

Onscreen income summary

The screen layout will be different when you click View details on the Income Tax Summary tab to see the income tax summary information.

At the highest level, each income source will show a total gross amount and total deductions for the date range selected in the From/To box. Changing the From/To box onscreen will update the tables on display. You can select any time period from 1 April 2015 onwards.

Salary, wages, benefits and taxable pensions will show for everyone, even if the amount is $0.00. The other 13 income sources and their deductions will only display when they are relevant. Only the total gross income and total deductions will display per income type at this level.

  • schedular income
  • New Zealand interest received
  • non-resident interest received
  • dividends treated as interest
  • New Zealand dividends received
  • non-resident dividends received
  • Māori authority distributions
  • estate/trust income
  • partnership income
  • look-through company income
  • shareholder-employee salary
  • royalties
  • portfolio investment entity (PIE) income

We've included help text to explain what PIE income is and where to go for more information on whether to include it in an income tax return.

If a customer enters any non-business expenses, student loan or Working for Families income adjustments, these will also display on screen.

Selecting View breakdown for any of the income sources will open up a new table of information specific to that income source below the higher-level totals. This will show a breakdown of gross amount and deductions, as well as totals per payer, for each period reported in the source return (such as by pay period). There is also an additional table that sums up the figures for each income source in case you have more than one.

For example, when you select View breakdown for Salary, wages, benefits and taxable pensions it will display, by employer:

  • the gross amount per period
  • PAYE deducted
  • student loan deducted
  • earnings not liable for ACC

Each employer will have a source total row so you can see the split of income totals by employer. There will also be a table that combines all the income and deductions for Salary, wages, benefits and taxable pensions. That way you can see:

  • the total gross income
  • PAYE deducted
  • ACC earners’ levy
  • tax deducted
  • student loan deducted
  • earnings not liable for ACC

Selecting View details on any of the monthly rows will then show additional source information in relation to that income.

For example, when you select View details on an employer’s income row, the pay information details, including tax code used, will display.

Exported income PDF

To balance the needs of customers and tax agents we’ll now have 2 exportable PDFs of income. You can generate both exports for varying date ranges using the From/to field. The names of these PDFs are still being finalised.

Proof of income

This will be available for individual customers and both customers and intermediaries can run this report. It will contain all reportable income as a sum total for the selected period range. You can use this as proof of income for StudyLink, the council rates rebate or for anyone else needing the information.

It will be one page of high-level information. This first section will provide a sum total of the income and deductions held by IR for a selected date range. It will break down the income and deduction totals by source type. Salary, wages, benefits and taxable pensions will show for everyone, even if the amount is $0.00. The other 13 income sources and their deductions will only display when they are relevant.

It will not break down the income table by financial year and does not include:

  • Working for Families Tax Credits adjustments
  • Working for Families from work and income figures
  • student loan adjustments
  • non-business expenses
  • splits by employer or financial institution
  • any monthly figures
  • extinguished tax credits for payroll giving or imputation credits
  • student loan deductions
  • earnings not liable for ACC
  • the ACC earner premium amount of the PAYE deductions

You can run the more detailed income export if you need more information.

Income and adjustments summary details

This is a more detailed report that you can use to file an income tax return or extract income information in a printable format. It will be available for both individuals and non-individual entities. Customers and intermediaries can both run the report.

Depending on the time span and the volume of different income sources, it will span several pages. The first section will provide a sum total of the income and deductions held by IRD for a selected date range.

The next section will break down the income and deduction totals by source type for each financial year within the date range selected. The period summary tables will always show Salary, wages, benefits and taxable pensions and the PAYE deducted, even if the amount is $0.00. The other income sources will only display when they are relevant. It will then show the ACC earner premium amount and the total tax paid.

Other income or adjustments that may be required to file in a tax return will be in the Other income types section. These will only show where relevant:

  • Working for families from Work and Income
  • Working for Families Tax Credits adjustments
  • student loan adjustments
  • non-business expenses
  • non-resident interest received
  • non-resident dividends received
  • royalties
  • portfolio investment entity (PIE) income

The detailed income breakdown will split all the income from any of the above types by financial year. Salary, wages, benefits and taxable pensions and the PAYE deducted section will show, even if the amount is $0.00. The breakdown will show monthly figures received, by employer (if there is more than one). This section will show PAYE deductions, earnings not liable for ACC and student loan deductions for each line item.

All other income sources, if they exist, will then be broken down by payer (if there is more than one) and show the gross amount and tax deducted line items.

Updated 21 August 2019

10-day offset rule

In our new system, credits in a tax account were set to automatically transfer to any account with an amount due within 10 days – rather than providing a refund. However, we’ve heard that many tax agents find this automatic transfer of credit confusing or difficult to manage due to varied processing times.

While we hoped that this would simplify the tax process for both individuals and tax agents, we’ve listened to your feedback and removed this rule. We will no longer automatically transfer credits between periods or tax types with amounts due in the next 10 days.

Credits will still be automatically transferred to an account that has an overdue amount.

Updated 21 August 2019

Website updates

We've implemented the following fixes as part of the ongoing improvements to our website:

Foreign investment funds (FIF) and controlled foreign company (CFC)

We have now added disclosure spreadsheets to the FIF and CFC sections of our website, which can be used to add more than 10 entries to a disclosure. These spreadsheets are available under Other ways to do this at the bottom of the relevant page.

These forms are also available in myIR when filing the relevant return.

Forms and guides

There is a now a filter option in the forms and guides section. It allows users to easily search products by shoulder number or keywords.

For the most up-to-date version, visit forms and guides

Depreciation rate finder

Through user feedback, we’ve updated the depreciation rate finder. It no longer displays an error message when launching in a new window.

Search functionality

We have introduced a number of fixes and improvements to the search functionality. We’ll continue to address any issues as they arise.

You can use our website feedback form to notify us of issues with search – it's particularly helpful if you can give us specific search terms which haven’t produced the expected result.

Feedback form

We’d like to thank everyone who has used our feedback form to share their thoughts on our website. Although we cannot respond to any messages sent through this form for privacy reasons, all feedback submitted is valuable in helping us to improve our website.

We have now updated the wording on the feedback form to reflect this.

Updated 21 August 2019

Imputation tax credits

We've made changes to imputation credit accounts (ICA) this year due to our system upgrades.

We’ve now fixed an issue that was preventing the ICA account balance from updating with the filing of the IR4 & IR4J.

IR4J

You can now submit interim IR4J forms through your myIR account. You can do this in the I want to menu under the period level of the customer.

If you do not have a myIR account, you can register here. If you cannot register for an account, you can file a paper return.

We have now also fixed an issue that was preventing customers with a non-standard balance date from filing an interim Imputation return – IR4J. Customers can now file their IR4J for 31 March 2020 in myIR, or by sending us a paper form.

Note: We do not have a dedicated paper form for filing an interim IR4J, but you can use the annual form.

Updated system management

Our system can now account for payments and transfers into an ICA. Until now, we could only calculate transactions out of an account. This meant customers needed to file interim returns to calculate received transactions. We expect the need to file interim returns to stop over the next few years.

Interim returns for a completed tax year

We previously allowed customers to file an interim return for a completed tax year to release tax refunds. But this was legally incorrect and caused confusion for customers when filing.

For example, most provisional tax payers use the standard method and have a standard balance date. Their instalments for the year ending 31 March 2019 would look like this:

  • 1st instalment 28 August 2018
  • 2nd instalment 15 January 2019
  • 3rd instalment 7 May 2019

Some customers would include the 3rd instalment of provisional tax in the prior year's IR4J, resulting in filing a 16-month return.

As part of this fix, our system will only process an IR4J for a completed tax year if it’s accompanied by an IR4.

You'll be able to account for the payments made after 1 April 2019 by filing an interim return for 31 March 2020. Even if you haven’t filed the prior year’s IR4J, you still use the closing balance from that year as the opening balance for the interim return.

Closing balances available in myIR

The imputation credits (ICA) and Māori authority credit accounts (MAC) closing balances from the 2018 year (and onwards) are now available to view in myIR. Tax agent owners and administrators can see these in the client list report which is in the Tax preparer tab in myIR.

Non-individual income tax returns, including IR4Js, are not visible in myIR due to a limitation with data converted from our old system to the new system. Any IR4Js filed from 26 April onward will be accessible.

If you need to see a closing balance for any period before 2018, this will pre-populate into the next years income tax return in myIR, or you will need to send a secure message in myIR or call us.

Updated 21 August 2019

Client list report changes

The client list report is available to Owners and Administrators under Agency reports in the Tax preparer tab.

Improved display

We have made an enhancement to the Client list report preview in myIR so that it now displays the Other customer type column. The on-screen preview will now display client type for:

  • consolidated groups
  • consolidated group members
  • look through companies
  • qualifying companies.

First name, surname

In a few cases, the client list report was displaying customer names the wrong way around – showing as First name, Surname. We have now fixed this issue, so that all customer names should be displayed correctly.

Customer class column – individuals

We’ve heard that many tax agents were confused by the information displayed for individuals in the Customer class column of the client list report. Due to the shift over to our new system, this information was displaying incorrectly.

We have updated this column so that it will be blank for individuals. You can now see the filing requirements for each customer under the Return expected? and Individual filing groups columns, detailed below.

2019 tax year information

On 1 June, we refreshed the client list report in myIR so that it contains information about the 2019 tax year.

The following fields on the report have been updated to ‘Income tax 31/03/2019’:

  • current year return lodgement date
  • notice of assessment issued
  • provisional tax method
  • loss carried forward
  • excess imputation carried forward
  • previous year ICA/MAC closing balance, and
  • intention to use tax pooling for INC.

From next year onwards, we intend to refresh the report on 1 May; not 1 June.

Based on your feedback, we’re also making some slight adjustments to the report. For example, a client’s legal name will now be retrieved on the report instead of the trade name. We have also fixed the error where the Balance under arrangement column was showing an incorrect amount.

We’re working on other adjustments at the moment and will provide details on this once they’re finished.

Automatically issued income tax assessments

On 2 July, we made some changes to the client list report in myIR to help you understand your clients’ income tax return obligations. Under Income tax information, we have added two new columns – one for Return expected? and one for Individual filing group. More information on each of these columns can be found below.

Note: If your client only expects to receive salary or wages, then we will automatically calculate their income. You should not file an Individual income tax assessment - IR3 with only salary/wage income.

Return expected?

This column will display for all clients that you’re linked to for income tax, to indicate whether Inland Revenue is expecting an income tax return from that client. This column will display Yes or No. If you’re not linked to a client for income tax, this column will be blank.

Yes

If the Return expected? column is marked as Yes, Inland Revenue is expecting an income tax return be filed for this client. You can see if the return has been received under the Current year return lodgement date. The Return expected? column will not change to No once we receive a return.

No

If the Return expected? column is marked as No, Inland Revenue is not currently expecting an income tax return for the client. This may be because:

  • the client is exempt from filing
  • the client’s income tax account is ceased, or
  • the company is struck off, the client is deceased, or there is a non-active trust.

Individual clients might not be expected to file a return if they have already received – or are expected to receive – an automatically issued income tax assessment.

In some instances, clients who have received a notification that they need to file an income tax return will be marked as not needing to file. This will happen if we receive new information indicating that the client no longer needs to file a return.

Individual filing group

For clients that are individuals, such as sole traders, the Individual filing group will display their expected tax obligations based on the new income tax legislation. For the tax year ending 31 March 2019, this was done after our system went live in April.

The initial indicator was based on information from the previous two tax years, but will update if new information is added.

Note: Some clients needing to file an Individual income tax return – IR3 will not have an individual filing group indicator for the 2018-2019 tax year. This is because their return expectations were converted from our old system. In future years this won’t be an issue, and all clients will have a visible Individual filing group indicator.

Below is list of all Individual filing group indicators, as well as an explanation of what each indicator means:

Auto issued

This indicates that we’re expecting the client will receive an automatically issued income tax assessment without needing to provide more information. If the client is due a refund of overpaid tax, it will automatically issue once the assessment has been generated.

The Return expected? column will display No, and the Current year lodgement date column will show the date the assessment was generated.

If additional income information is added that indicates a client should be filing an Individual income tax return – IR3, the indicator will update overnight.

Auto issued - more info

This indicates that an automatically issued income tax assessment will be generated for the client, but that we won’t release it as we’re expecting additional information. This will occur if a client receives schedular income and they wish to claim expenses, for example.

The Return expected? column will display No, and the Current year lodgement date will display the date this assessment was generated. If you have been granted an extension of time, you will have until 31 March 2020 to provide any additional information – as long as you were linked at the time the assessment was created.

If additional income information is added that indicates a client should be filing an Individual income tax return – IR3, the indicator will update to Return filer – IR3 overnight.

No assessment required

This indicates that we are not expecting an income tax return, or an automatically issued income tax assessment for this client. This is usually because they appear to have no income.

Return filer (IR3)

This indicates that we’re expecting an Individual income tax return – IR3 for this client. Due to conversion from our old system, not all clients with a return expectation will have this indicator for the 2018-2019 tax year – this will be fixed for the 2019-2020 tax year onwards.

To see clients that need to file an IR3, you can filter the Return expected? column to Yes. The Current year lodgement date will be blank until we receive the return, at which point it will show the date we received it.

Note: There may also be some clients who have been manually changed from an IR3 filer to receiving automatically issued income tax assessment, without the IR3 filer indicator being removed.

Blank

For the 2018-2019 tax year, most of your clients who need to file an Individual income tax return – IR3 will not show any information in the Individual filing group column. More information on this is available under Return filer (IR3) above.

The column may also be blank if you are not linked to the client for income tax, or if their income tax account is ceased.

Note: This report may not match your extension of time (EOT) dashboard results in myIR as there is additional information that goes into this calculation.  If you file an income tax return for a client and are then delinked from that client, you will still get a count for that client’s return in your EOT dashboard.

You can learn more about our new automatically issued income tax assessments in the Resource library.

Updated 9 August 2019

Debt letters

We’ve had several queries about the letters some tax intermediaries have received regarding their clients’ debt.

When we send debt information directly to customers, we’ll send out one message summarising their debt for all accounts and periods.

Since 26 April 2019, tax intermediaries who receive mail on behalf of their clients will receive a separate debt letter for each account and period. This may result in intermediaries receiving a letter or web message for each of a client’s in-debt accounts. If you’re unsure of the amount of debt a client owes, you can see their total period and account balance in myIR.

We are unable to combine debt information for clients in the same way. Agents are not always linked for all accounts and sending separate letters ensures you only get the info you’re meant to.

Added 31 May 2019