Improvements 'reducing tax returns backlog'

The Revenue Service says forms can be scanned into the system to speed up the returns process

The Guernsey Revenue Service has a grip on the tax returns process after coming under fire over chronic delays, a senior manager says.

Scott Bloomfield, head of service delivery, said the introduction of automatic processing was speeding up the administration of both paper and online returns.

It comes amid a backlog of rebate applications dating back to 2019 - 5% of which still remain outstanding from that year.

Mr Bloomfield told BBC Guernsey he understood peoples' "frustrations" and offered reassurances staff were prioritising the oldest claims, and the service had employed more people to do so.

He said: "Tax returns processes are being refined to enable a faster turn around with more assessed automatically.

"I can assure our customers the team are working really hard to process those assessments and respond to queries."

It comes after islanders complained of late pay-outs and poor communication from the service, leading to an estimated £1.1m being given out in compensation.

Mr Bloomfield blamed the long-term effects from the Covid-19 pandemic and staffing problems for the backlog. But he stressed the problems were affecting only a minority of claims.

He said: "It's only some customers this is affecting - I can fully appreciate their concerns but I will assure them that backlog is reducing."

Moving forward, he added the service was "trying to be more proactive with our engagement with customers".

He said: "I can see the new systems are processes moving forward will assure we are a more efficient department."

He added additional drop-in sessions were being held to give advice, and he was confident the department could reduce "backlog stats by the end of year."

"We are positive we are heading to a good place with this new system and I am committed to ensuring the service gets to a better position," he said.