RMO No. 39-2004: Prescribes the policies and procedures for the escalation and resolution of queries/issues raised at the BIR Contact Center and other BIR frontline offices

Key points

1. Who handles what. The BIRCC and other frontline offices give taxpayers and external stakeholders their taxation and BIR-related information needs. Technical internal issues involving resource requirements go to the Help Desk in the National Office and Revenue Data Centers, following the Help Desk Handbook.
2. Escalation. Both must exhaust all means for an immediate response. If that is not possible for valid reasons, the matter is escalated in writing using the prescribed Query/Issue Endorsement Sheet.
3. Written response. The concerned BIR office gives the office of origin a written response within the period in the Service Legal Agreement specified in the Order. Help Desk issues follow the Response Time and escalation rules in the Help Desk Handbook.
4. Telling the customer. The resolution is communicated by telephone for Simple queries only, and by fax, e-mail or mail for Simple, Moderate and Complex queries, whichever is convenient to the customer.
5. Repository. Other frontline offices send the BIRCC a copy of each written resolution. The BIRCC logs them in its Case Monitoring System and uses them as reference for later inquiries.

Who is affected

• BIR Contact Center and frontline offices
• Help Desks in the National Office and Revenue Data Centers
• Internal and external stakeholders

Deadlines and effectivity

• Written response: within the period in the Service Legal Agreement