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S4302119th CongressWALLET

Improving IRS Customer Service Act

Sponsored By: Senator Warner, Mark R. [D-VA]

Introduced

Summary

Real-time public metrics and expanded online access for taxpayers would push the IRS to publish detailed call-center and performance data and create modern electronic taxpayer accounts. The bill would also add callback options, broaden authorized-representative access with safeguards, and require outreach to taxpayers facing economic hardship.

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  • Would require a public dashboard, website, mobile app, and API that show real-time call metrics like calls answered, automated calls, callers waiting, longest wait time, and whether callback service is available. It also requires the IRS to detect automated calls and publicly disclose significant delays.
  • Would expand online taxpayer accounts within about 18 months so taxpayers and authorized representatives can view returns, notices, and documents from the prior six-year period, upload responses, and let tax preparers or qualified reporting agents access multiple taxpayers with permission. The bill defines standards for qualified reporting agents and mandates safeguards and annual public reports on improper disclosures.
  • Would create a program to notify people likely facing economic hardship about collection alternatives such as partial-payment agreements, offers-in-compromise, and temporary non-collection status, plus a required two-year review of the program. The National Taxpayer Advocate would publish monthly local-office performance data and an online case-resolution time estimator.

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Bill Overview

Analyzed Economic Effects

6 provisions identified: 6 benefits, 0 costs, 0 mixed.

Help for taxpayers in hardship

If enacted, the bill would require the IRS to set up a program to find taxpayers likely facing economic hardship who owe federal taxes. If you are identified and you ask to enter a payment agreement, the IRS would have to tell you about partial‑collection installment agreements, offers in compromise, and being classified as currently not collectible. The program must start within 12 months of enactment. The IRS must report to Congress within two years on how accurate the identifications were and how many people got options.

Live IRS phone wait data

If enacted, the bill would require the IRS to publish real‑time phone metrics for major call extensions. The public site and embedded tool would show calls connected to agents or automation, callers waiting, longest wait, and whether callback is available. The IRS would also provide an API, monthly summaries of call performance, detect and screen automated calls, and post earliest receipt dates after weeks with large processing delays. These rules begin for periods after 12 months from enactment.

More Taxpayer Advocate data

If enacted, the bill would require the National Taxpayer Advocate to post monthly office‑level performance data on the IRS website. The data would show times to assign case numbers and caseworkers, top issues, time to close cases, and open cases by taxpayer type. The Advocate would also offer an online tool estimating how long a case may take. These reporting changes take effect 12 months after enactment.

More online access to returns

If enacted, the bill would require the IRS to give taxpayers a website and mobile app with up‑to‑date status on returns and refunds. You would be able to see if the IRS received and entered your return, whether processing is complete, refund issue dates, refund deposit or mailing details, and reasons for any processing pause. The bill would also let taxpayers view returns, documents, notices, and letters from the prior six years and let authorized representatives and preparers upload responses. Individualized status must be available by the first calendar year beginning more than 12 months after enactment, and the full site/app by the first calendar year beginning more than 18 months after enactment.

Authorized agents for payroll taxes

If enacted, the bill would create a category of qualified reporting agents who, if approved by the IRS, could sign and file employment tax returns and make related payments on behalf of employers. The Secretary would set authorization procedures and requirements, and the IRS could revoke or suspend authorization. This rule must be in effect by January 1 of the first calendar year beginning more than 18 months after enactment.

Investigate improper return access

If enacted, the bill would require the IRS to create a program to investigate and fix cases where someone with taxpayer‑authorized access used or shared return information beyond what was allowed. The IRS would have to publish annual statistics, such as number of complaints investigated and number of access revocations. The program must start by January 1 of the first calendar year beginning more than 18 months after enactment.

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.

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