(i) Taxpayers may be contacted only during the day after 8 a.m. and before 9 p.m.,
local time, except with prior supervisory approvals based upon the following:
(A) The taxpayer has noncustomary working hours and has expressed to the
department, or its representative, that he or she wishes to be contacted at a different time
of the day.
(B) On a case-by-case basis for activities authorized under the act, such as those
related to jeopardy assessment accounts, seizures that require earlier contact to make
personal service, or similar activities.
(ii) Except as provided by the following and unless otherwise agreed to by the
department, or its representative, and the taxpayer, in the absence of knowledge of
circumstances to the contrary, the department, or its representative, shall presume that a
convenient place for communicating with the taxpayer is the location of the taxpayer or,
if the taxpayer is represented and the department, or its representative, has been properly
notified of the representation, the location of the taxpayer representative, for example, the
address of record:
(A) The department, or its representative, shall not communicate with the taxpayer
regarding the collection of a debt at any time or place known, or which should be known,
to be inconvenient to the taxpayer.
(B) A department employee, or department representative, shall not contact a
taxpayer at his or her place of employment if the employee, or department representative,
knows or has reason to know that the taxpayer’s employer prohibits the taxpayer from
receiving the communication.
(C) If a taxpayer representative does not respond to a communication from the
department, or its representative, then a department employee, or department
representative, shall refer the matter to his or her immediate supervisor and shall refrain
from contacting the taxpayer representative until further instructions are provided.
(b) For audit purposes, the department, and its representatives, shall observe the
following rules with respect to taxpayers:
(i) Auditors shall keep the work hours as established by the taxpayer, shall limit
lunchtime to not more than an hour, and shall leave the taxpayer at the established time.
(ii) Auditors shall respect the taxpayer’s property, rules, business practices, and
hours and shall obtain permission to use the taxpayer’s equipment, such as the telephone
or copying machine.
(c) For all other purposes, the department, and its representative, shall contact
taxpayers during regular working hours unless otherwise agreed to by the taxpayer.
(4) The department, and its representatives, shall have a system for monitoring
compliance with the standards of fair and courteous treatment of the public. The system
shall provide for aggrieved persons to complain to the immediate supervisor of the
employee, or department representative, who acts improperly, or to the supervisor’s
supervisor; for the department, or its representative, to discipline the employee, or
department representative, who acts improperly; and for a taxpayer advocate to respond
to complaints from the public. The system for monitoring compliance shall include, but
not be limited to, all of the following:
(a) Each supervisor shall monitor the behavior of employees and department
representatives on the telephone and review outgoing correspondence for compliance.
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