Entrepreneurs complain that it is increasingly difficult to contact tax offices regarding a specific matter.
— I recently wanted to ask about issues related to the annual settlement, but I couldn't find the telephone number for my office anywhere. I learned from a friend that he disappeared many months ago – says Mr. Mariusz, an entrepreneur from Lower Silesia.
It turns out that this is not a coincidence and the problem is broader. So much so that it interested parliamentarians.
Artur Łącki, a member of parliament from the Civic Coalition and an entrepreneur in the hotel industry, addressed an interpellation to the Minister of Finance on this matter.
“My parliamentary office receives numerous signals from entrepreneurs and taxpayers regarding difficult telephone contact with tax offices. Recently, from publicly available sources, including Google search results and many information websites, direct telephone numbers to individual tax offices have disappeared. In practice, this means that taxpayers are directed only to the national hotline of the National Tax Administration,” wrote the KO MP.
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KAS responds
The tax office admits that telephone numbers have indeed disappeared from publicly available places on the Internet.
In response to the interpellation, the head of the National Tax Administration, Marcin Łoboda, informs that the administration has implemented a new system of communication with taxpayers.
“The directions of development of the business model of the National Tax Administration (KAS) focus on optimizing communication and taxpayer support processes and transferring these processes to remote channels. Our activities are a response to the expectations of citizens and entrepreneurs,” he says.
An example of such optimization is the creation of the “Multichannel Communication Center at KAS (eMCeK) and launching one nationwide tax hotline as part of it.
The new system has been operational since the end of 2024, although the hotline itself was already operational earlier. For 1.5 years however, you can obtain information covered by fiscal secrecy there. All thanks to – as KAS informs – modern authentication methods, e.g. using the TelePIN code and e-Tax Office.
The office phone number is not secret, but well hidden
KAS emphasizes that although telephone numbers have disappeared from the offices' websites, it is not that they are completely unavailable to taxpayers.
“Introduction of a hotline does not mean that the possibility of direct telephone contact with the relevant tax office is completely excluded. In correspondence sent to taxpayers from tax offices (i.e. letters, summons and other documents) we indicate the direct telephone number of the employee handling the case. Therefore, in a specific case, it is still possible to contact the tax office employee directly by phone who is handling the case,” argues Marcin Łoboda in response to the interpellation.
According to the head of KAS, the hotline itself works flawlessly. “Launching one hotline and implementing the eMCeK system instrengthened KAS's ability to provide effective and professional service to unidentified and identified customers across channels such as phone, chat, email, video,” he says.
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KAS claims that taxpayers are satisfied
Łoboda also disagrees with the thesis that a national hotline means a longer wait for a consultant to call you.
“In 2025, we handled over 3.7 million telephone calls. Despite such a high level of demand for telephone information, we achieved very high level of reception, approx. 85%. and short average connection waiting time – approximately 1 minute and 32 seconds” – he enumerates.
It also ensures a high level of satisfaction among taxpayers, who are 88 percent they positively evaluate the way the hotline operates according to the new rules.
“The analysis of the context of customer comments regarding service processes in the telephone channel showed a significant increase in positive opinions. In 2021, positive comments accounted for 40%, while in 2025 they reached almost 80%.which illustrates the positive effect of implementing changes to the service model in the telephone channel,” we read in the response of the head of the National Revenue Administration.
There will be no changes for now
When asked whether KAS is considering restoring publicly available telephone numbers to tax offices, the answer is clear.
“We do not plan to return to the telephone channel in a distributed model“- we read in the announcement.
“Telephone service provided in a localized and centralized model, provided by a specialized group of consultants, is effective. Thanks to the hotline employees at the tax office can concentrate on tax collection tasks” – says the head of the National Tax Administration.
