Improving IRS Customer Service Act
Sponsored By: Senator Warner, Mark R. [D-VA]
Introduced
Summary
This bill would push the IRS toward greater customer-facing transparency by requiring real-time call-center metrics and expanded digital access so taxpayers can track returns, refunds, and service delays. It pairs public wait-time data with new online tools and callback options to make IRS interactions clearer and faster.
Show full summary
- Families and individual taxpayers would get individualized, up-to-date tracking of returns and amended returns on a website or mobile app, including whether a return was received, refund issue dates or estimated delivery, and reasons and requested documents if processing is suspended.
- Tax practitioners and authorized representatives would be able to view and transmit documents for multiple clients through a single portal, and the bill would require a program and public reporting on investigations and access revocations for unauthorized disclosures.
- Callers would see real-time per-extension data like number waiting, longest wait time, and whether callback is available, plus an API and embedded tool; the IRS would also be required to offer a callback option for calls unanswered after 5 minutes by 2028.
- Taxpayers likely facing economic hardship would be identified for outreach about alternatives such as partial payment plans, offers-in-compromise, and Currently Not Collectible status, with a report on the program's accuracy due in two years.
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Bill Overview
Analyzed Economic Effects
5 provisions identified: 5 benefits, 0 costs, 0 mixed.
Help for taxpayers in economic hardship
This bill would require the IRS to set up a program within 12 months to identify taxpayers who are reasonably likely to be experiencing economic hardship and who have unpaid federal tax liabilities. If you are identified and request to enter a partial-payment agreement under section 6159(a), the IRS would provide information on options like partial payment plans, offers-in-compromise under section 7122, and being classified as currently not collectible under section 6343(e). The program would use the most recent income and asset data and the schedules described in section 7122(d)(2)(A). The Secretary must report to Congress within 2 years on accuracy, numbers identified, options offered, and the status of liabilities.
More local taxpayer advocate data
This bill would require the National Taxpayer Advocate to publish monthly performance data for each local office on the IRS website. The reports would show, for recent cases, average time to assign a case number, time to assign a caseworker, top taxpayer issues, average time to close cases, and counts of open cases by type. The Advocate would also run an online tool that gives an estimated resolution time for a case based on the open date and issue. The changes would take effect 12 months after enactment.
Expanded IRS online accounts access
This bill would require the IRS to offer a website and mobile app, by Jan 1 of the first calendar year beginning more than 18 months after enactment, that lets taxpayers view returns, documents, notices, and letters from the prior six-year period (excluding years ending before enactment) consistent with tax privacy rules. The site would let you upload or send responses to IRS notices and, with your permission, let authorized representatives (practitioners, preparers with ID numbers, and defined reporting agents) view or transmit information for you. Authorized representatives could access multiple taxpayers' accounts with permission without separately logging into each account. The Secretary must run focus groups before deployment and create a program to handle unauthorized representative access, reporting actions taken each year.
Live IRS phone wait times
This bill would require the IRS to publish, in real time on its public website, per applicable phone extension the number of callers talking to a representative, number in an automated system, number waiting, the longest wait time, and whether callback service is available. The IRS would provide an embedded tool that estimates wait times and an API for automated access. Each extension would also get a prior-month summary with averages, medians, and counts. The IRS must try to detect and screen out robocalls. By calendar year 2028, the IRS should offer a callback option for calls unanswered within 5 minutes. These rules would apply for periods beginning after 12 months from enactment.
See your tax refund and return
This bill would require the IRS to provide a website and mobile app where you would see up-to-date information about your tax returns and amended returns. By Jan 1 of the first calendar year beginning more than 12 months after enactment, the site would show whether the IRS received and entered your return, whether processing is finished, the date any refund was issued, and an estimated date you will receive the refund. For electronic refunds it would show the bank or financial account (partial or full account number), the financial institution name, and routing number. For paper checks it would show the mailing address where the check will be sent. The site would also show if processing is suspended, why it is suspended, what documents or information the IRS requested, how to submit them, and the due date for those items.
Sponsors & CoSponsors
Sponsor
Warner, Mark R. [D-VA]
VA • D
Cosponsors
Sen. Cassidy, Bill [R-LA]
LA • R
Sponsored 4/15/2026
Roll Call Votes
No roll call votes available for this bill.
View on Congress.gov