Customer service dashboard and extended hours January 2018 Tax News

We launched the Customer Service Dashboard last March and we’ve improved it since then. The dashboard reports wait times for our contact centers and time frames for processing refunds, payments, tax returns, and correspondence. It includes the wait time for the Tax Practitioner Hotline and MyFTB Secure Chat as well.

In October, we improved the dashboard by providing real-time information for the telephone and chat queues. Look for the link on the right side of our home page, – Know our wait times.

We know you are busy during filing season and we heard you; we extended our hours for the Tax Practitioner Hotline 2 weeks before each of the 2 filing deadlines. Beginning March 5 through March 15, excluding the weekend, for business entity filing support the Tax Practitioner Hotline will be open from 7 AM to 6 PM to answer your questions. Then, beginning April 2 through April 17, excluding the weekends, for individual filing support it will be open from 7 AM to 6 PM On April 18, we will resume our regular hours schedule, 8 AM to 5 PM