Flash - FTB Uses Automated Calling System to Promote Account Resolution
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July 10, 2012
A new customer service effort allows us to contact more taxpayers and provide those options to resolve their outstanding tax liabilities before we execute collection actions.
We are implementing an automated dialer to make outbound collection calls to personal income tax taxpayers as an effort to prevent collection actions such as tax liens, bank levies, and wage garnishments. We will implement an automated dialer for business entity taxpayers in September.
Taxpayers entering the collection process, who did not respond timely to their final collection notice, may receive a call with a broadcast message. The message guides a taxpayer through steps to resolve their case through our web and Interactive Voice Response self-service options.
A taxpayer who is already in the collections process may receive calls from our automated dialer, which connects them to one of our collectors who will work with them to resolve their case through several payment options. If the dialer doesn’t connect with a taxpayer, it leaves the same broadcast message the taxpayers with a final collection notice get.
Taxpayers who feel they have been contacted in error may call us at 888-895-8125. For more information on available self-service options like the online application for installment arrangements, go to ftb.ca.gov.
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