House Ways and Means Oversight Subcommittee Chairman John Lewis, D-Ga., criticized the IRSs handling of taxpayer phone calls at a hearing that reviewed IRS operations and budget proposals, with IRS Commissioner Douglas Shulman in attendance.
Overall, I think the agency has done a good job, acknowledged Lewis. However, there is always room for improvement. I do not think it is fair that 5 million taxpayers received busy signals when they called this year for help, and almost 18 million taxpayers hung up before getting through. If the agency needs additional resources to meet its customer service mission, we need to know that.
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