Forum On Tax Administration Tax Repayments: Maintaining The Balance Between Refund Service Delivery, Compliance and Integrity

FORUM ON TAX ADMINISTRATION
Tax Repayments: Maintaining the Balance Between

Refund Service Delivery, Compliance and Integrity
May 2011
CENTRE FOR TAX POLICY AND ADMINISTRATION

TABLE OF CONTENTS
GLOSSARY OF TERMS................................................................................................................................6
ABOUT THIS DOCUMENT ..........................................................................................................................8
Purpose .....................................................................................................................................................8
Background to the Forum on Tax Administration ...................................................................................8
Caveat .......................................................................................................................................................8
Inquiries and further information .............................................................................................................8
SUMMARY ....................................................................................................................................................9
Recommendations ........................................................................................................................................9
I. REFUND AND CREDIT ADMINISTRATION REGIMES .....................................................................11
Background ................................................................................................................................................11
Introduction ................................................................................................................................................11
Repayment workloads and related trends in participating countries ......................................................12
Personal Income Tax (PIT) ........................................................................................................................13
Corporate Income Tax ............................................................................................................................16
Value added tax ......................................................................................................................................16
Impacts of the global financial crisis on the incidence of repayment claims ………………………..18
Repayments and taxpayers‘ service delivery expectations ....................................................................18
Use of technology in repayments processing .........................................................................................18
Personal Income Tax ..............................................................................................................................19
Corporate Income Tax ............................................................................................................................19
Value added tax ......................................................................................................................................19
Governance arrangements ..........................................................................................................................20
II. APPROACHES TO REFUND AND CREDIT ADMINISTRATION IN SELECTED COUNTRIES ...23
Repayment balance ....................................................................................................................................23
The management of tax repayment risk detection and validation ..........................................................23
Repayment Compliance Risks................................................................................................................24
Identity Risk ...........................................................................................................................................25
Personal Income Tax Repayment Compliance Risks .............................................................................26
Value Added Tax Repayment Compliance Risks ..................................................................................27
Assessing and prioritising compliance risk ............................................................................................29
Registration ............................................................................................................................................30
Value Added Tax ...................................................................................................................................32
Aligning repayment compliance treatment and compliance behaviour .................................................32
Repayment Risk Mitigation Strategies ...................................................................................................34
Applying Risk Mitigation Strategies ......................................................................................................35
Pre-Issue Compliance Strategies ............................................................................................................37
Electronic Filing for Income Tax ...........................................................................................................54
Electronic Filing for VAT ......................................................................................................................57
Alternative Payment Options .................................................................................................................57
III. SIGNIFICANT PRACTICES AND SYNERGIES IN REFUND AND CREDIT ADMINISTRATION
IN SELECTED COUNTRIES ......................................................................................................................60
Balancing service and compliance risks ....................................................................................................60
Legislative & Policy Settings.....................................................................................................................62
Third-party data - effective access and application ................................................................................62
Value Added Tax………………………………………………………………………………………63
Data privacy considerations ...................................................................................................................63
Repayment Governance and Balance ........................................................................................................64
Repayment Service Practices .....................................................................................................................65
Repayment Service Standards ................................................................................................................65
Promoting Electronic Services ...............................................................................................................65
Repayment Compliance Activities ............................................................................................................67
Pre-file initiatives ...................................................................................................................................67
Relationships………………….………………………………………………………………………...67
Pre-file treatment……………………………………………….……………………………………….68
Pre-issue Initiatives...………………………………………………………………….………………..68
Evaluation of repayment compliance efforts……………………………………………...……………69
IV. KEY OBSERVATION, FINDINGS AND RECOMMENDATIONS ARISING FROM THE SURVEY
OF SELECTED COUNTRIES......................................................................................................................70
Recommendations ..................................................................................................................................72
ANNEX 1 - GOOD REPAYMENT FEATURES SUMMARY ...................................................................73
Features of Good Practice .........................................................................................................................73
Policy Considerations………………………………………………………………………………….73
Receipt acknowledgement……………………………………………….………………………………80
Error Checking…………………………………………………………………………………………...80
Risk Rules & Models……………………………………………………………………………...…...80
Implementation considerations…………………………………………………………………...……80
Forms or constructs………………………………………………………………………………..…...81
Review and Revision Process…………………………………………………………………………....81
Response to assessed risk……………………………………………………………………...……….81
Treatment strategies…………………………………………………………………………...……….82
Voluntary disclosure and penalties…………………………………………………………….………82
Access to third party data enabling 'real time' application to verify claims………………..……….….82
Disbursement…………………………...………………………………………………………………82
ANNEX 2 - PERSONAL INCOME TAX REGIMES…………………………………...………………...84
ANNEX 3 - MANDATED E-FILING REQUIRMENTS…………………………………………...……..85
ANNEX 4 - REPAYMENT RISK COMPARATIVE PERSPECTIVES .....................................................87
ANNEX 5 - HMRC REPAYMENT SELF EVALUATION QUESTIONNAIRE .......................................89
1. CUSTOMER VERIFICATION AND REGISTRATION .........................................................................90
2. PROCESSING ...........................................................................................................................................91
3. PRE REPAYMENT RISK SELECTION..................................................................................................92
4. Post Repayment Risk Assessment ......................................................................................................93
5. Active investigation............................................................................................................................93
6. Co-ordinated Governance...................................................................................................................94
7. Underpinning Support ........................................................................................................................94
8. External support .................................................................................................................................94
9. Change of circumstances (e.g. address, Bank a\c, significant details) ...............................................94
ANNEX 6 - AGGREGATED DATA FROM SURVEYED COUNTRIES .................................................95
Boxes
1. Factors that influence the overall incidence of tax repayments for the major taxes ..............................13
2. Example of reviewing the balance…………………………………………………………………….21
3. Refund governance arrangements in the United Kingdom ....................................................................21
4. Refund governance arrangements in Australia ......................................................................................21
5. Definitions and examples of identity fraud ............................................................................................26
6. e-Tax Invoice system in Korea ..............................................................................................................28
7. US Taxpayer Advocate Recommendation .............................................................................................30
8. Canada and benefits risks.......................................................................................................................31
9. US Government data use .......................................................................................................................31
10. UKdata management………………………………………………………………………………....31
11. Ireland, VAT and new business ...........................................................................................................32
12. Common drivers of repayment risk…………………………………………………………………..34
13. Examples of strategies to mitigate risks…………………………………………………………...…34
14. Legislative reform in Personal Income Tax .........................................................................................36
15. Legislative reform in Value Added Tax ..............................................................................................36
16. Australian Repayment Risk Mitigation Developments .......................................................................39
17. US Repayment Risk Mitigation Developments ...................................................................................39
18. Canada Repayment Risk Mitigations ...................................................................................................40
19. Spain Repayment Risk Mitigations .....................................................................................................40
20. Canada and use of random sample .......................................................................................................41
21. USA-Evaluation of repayment risk strategies………………………………………………………..41
22. United Kingdom—Evaluation of repayment risk strategies ................................................................42
23. Mandatory electronic usage .................................................................................................................46
24. VAT Registration Thresholds ..............................................................................................................48
25. The Netherlands new business approach .............................................................................................50
26. Repayment Service Standard Statements.............................................................................................53
27. The Netherlands Pre-fill approach .......................................................................................................56
28. Differentiating service based on risk ...................................................................................................60
29. Netherlands and New Business ............................................................................................................61
30. France responses to changes in economy ............................................................................................61
Tables
1. Total repayment value as a percentage of taxation revenue for participating countries (2008)…...…...12
2. Personal income tax market in the surveyed countries, 2008…………………………………….....…15
3. Company income tax market in the surveyed countries, 2008…………………………………………16
4. Value added tax market in the surveyed countries, 2008………………………………………………17
5. Overall incidence of repayments in selected countries- 2005 to 2009……………………………...….18
6. Overview of the repayment governance initiatives in participating countries…………………...….....20
7. Sources of current and emerging repayment risks………………………………………………..…....25
8. Nature of risk scoring criteria used in risk profiling systems……………………………..…………....29
9. Trends in taxpayer service delivery using new technologies………………………………...………...45
10. Existing mandatory electronic filing requirement…………………………………………….………45
11. Return/ report categories to be newly mandated in next 3 years……………………………...………46
12. VAT repayment service/performance benchmarks for participating countries…………………...….49
13. Published Personal Income Tax Service Standards……………………………………………..…….52
14. Use of electronic filing for Personal Income Tax………………………………………………...…..54
15. Use of electronic filing for VAT………………………………………………………………..…….57
Figures
1. Personal income tax factor comparison across high and low growth in average refund value……....14
2. Illustration of carousel fraud in its simplest form…………………………………………………….28
3. Compliance model adapted from ATO Chief Knowledge Officer Risk Archetypes………………...33
4. Schema of Repayment Risk Perspectives…………………………………………………………….38
5. Repayment process cycle……………………………………………………………………………..43
6. Balances in interaction and cost in repayments administration……………………………………....44
7. Personal Income Tax Service Period Comparison…………………………………………………....47
8. Pre-fill maturity model………………………………………………………………………………..55
GLOSSARY OF TERMS
ANAO Australian National Audit Office (Australia).

ARS Accelerated payment system certificate (Turkey).
ATO Australian Taxation Office.
BAS Business activity statements (Australia).
Carousel fraud Practice of importing goods from a country where they are not subject to
VAT, selling them with VAT added, then deliberately not paying the VAT
to the government (Source: Collins English Dictionary).
CAS Client Account Services (Australia).
CFA Committee on Fiscal Affairs, OECD
CIT Corporate income tax
Connect Data matching tool used in the UK.
CRA Canada Revenue Agency.
CRISC Credit Refund Integrity Steering Committee (Australia).
CTPA Centre for Tax Policy and Administration, OECD.
CY Current year
EFILE Filing via internet through an agent (Canada).
e-filing Lodging return via email.
EFT Electronic funds transfer.
e-paying Repayment made via electronic channels (such as electronic funds transfer
(EFT)).
e-tax On-line lodgement channel (Australia).
EU European Union.
FAD International Monetary Fund‘s Fiscal Affairs Department
FTA Forum on Tax Administration, OECD.
GERR GST Enhanced Registration Review (Canada).
GFC Global financial crisis.
GST Goods and services tax.
HHS Health and Human Services (US).
HMRC Her Majesty‘s Revenue and Customs (UK).
HOTSA Health of the system assessment – an internal ATO report that assesses the
risks and risk trends in the tax system
ICP Integrated core processing system (Australia).
ICT Information and Communications Technology (Australia).
IGOT Inspector General of Taxation (Australia).
IMF International Monetary Fund.
IOTA Intra-European Organisation of Tax Administrations.
IRS Internal Revenue Service (US).
Lean Six Sigma A business management strategy used to identify and remove waste and
improve process efficiency.
Lodgment/ filing gap Period between lodgement/filing or processing of the return and payment of
the refund.
NETFILE Filing via the internet (Canada).
NTCA Netherlands Tax and Customs Administration.
NTS National Tax Service (Korea).
OECD Organisation for Economic Co-operation and Development.
PAYE/PAYG Pay as you earn/go.
Pharming Identify theft method whereby victims are redirected to false websites
without their knowledge as a result of a virus that infiltrates their computer.
Information inputted into the false website is used for identity theft.
Phishing Identity theft method using fraudulent emails that attempt to gather personal
and financial information. Victims are directed to a fake website and asked
to disclose information.
PIT Personal income tax.
PY Prior year
REAP Risk Evaluation and Analysis Programme (Ireland).
RIS Risk and Intelligence Services (UK).
ROS Revenue On-Line Service (Ireland).
RRP Return Review Program (US).
SMS Short message service.
SPR Superannuation business line in the ATO (Australia).
SSA Social Security Administration (US).
TELEFILE Filing via touch-tone telephone (Canada).
VAT Value added tax
Withholding – flat and The payee files a return and pays the difference between the estimated
creditable amount withheld and the real amount of tax due
Withholding – flat and Payer withholds an amount from the payee‘s income, and pays this amount
final to the government instead on behalf of the payee. The payee then no longer
needs to file an income tax return for this income.
ABOUT THIS DOCUMENT
Purpose
This information note has been prepared to assist revenue bodies, in respect of tax repayments, to achieve a
balance between client service levels and the prevention and mitigation of fraudulent activities.
Background to the Forum on Tax Administration
The Forum on Tax Administration (FTA) was created by the Committee on Fiscal Affairs (CFA) in July
2002. Since then, the FTA has grown to become a unique forum on tax administration for the heads of
revenue bodies and their teams from OECD and selected non-OECD countries.
In 2009 participating countries developed the FTA vision setting out that… ―The FTA vision is to create a
forum through which tax administrators can identify, discuss and influence relevant global trends and
develop new ideas to enhance tax administration around the world.‖
This vision is underpinned by the FTA's key aim which is to…improve taxpayer services and tax
compliance – by helping revenue bodies increase the efficiency, effectiveness and fairness of tax
administration and reduce the costs of compliance.
Caveat
National revenue bodies face a varied environment within which to administer their taxation system.
Jurisdictions differ in respect of their policy and legislative environment and their administrative practices
and culture. As such, a standard approach to tax administration may be neither practical nor desirable in a
particular instance.
The documents forming the OECD tax guidance series need to be interpreted with this in mind. Care
should always be taken when considering a country‗s practices to fully appreciate the complex factors that
have shaped a particular approach.
Inquiries and further information
Inquiries concerning any matters raised in this information note should be directed to Richard Highfield
(CTPA International Co-operation and Tax Administration Division) at e-mail
([email protected]).
SUMMARY
A key activity in the administration of taxation systems is the effective management of tax refunds,
repayments and credits (hereafter referred to as ‗tax repayments‘).
Revenue bodies face an ongoing challenge in balancing taxpayers‘ expectations of good levels of service
with the responsibility for preventing and dealing with fraudulent and erroneous repayment claims.
This challenge grew considerably for many revenue bodies in late 2008 and 2009 as a result of the global
financial crisis (GFC). Uniformly, there was unprecedented number and value of repayment claims being
made by taxpayers.
In Beijing on 29 October 2009 the Forum on Tax Administration Bureau approved a project to research
strategies and practices used by selected countries in relation to administration of tax repayments. This
note is the result of research into the approaches and experiences of Australia, Canada, France, Ireland,
Korea, the Netherlands, Spain, Turkey, United Kingdom and United States of America.
The key findings and observations from the research are:
 Repayment initiatives that deliberately set out to deliver integrated improvements in both, service
levels and mitigation of repayment fraud risk, are more likely to result in a balanced approach.
 Management of risks associated with registration and establishment of identity are areas of
significant importance in the mitigation of repayment fraud risk. This includes an emphasis on
the ability to discover relationships between entities and associated ‗natural persons‘.
 Improvements and enhancements to identifying and treating fraudulent, or otherwise non-

compliant, repayment claims involves incorporating a wide range of risk perspectives, data-sets
and sophisticated analysis.
 Strategic and tactical governance for the mitigation of repayment fraud risk is enhanced through
the use of cross-organisation management groups focused on repayment administration.
 Timely and reliable access to third party data enables revenue bodies to enhance tax return
preparation services. Providing pre-fill capability for tax returns improves the accuracy of filing
and associated repayment claims.
Recommendations
1. All OECD countries are encouraged to identify opportunities to enhance the administration of
their repayment systems. The legislative and policy frameworks that revenue bodies operate
within vary considerably and provide different opportunities and constraints in advancing
repayment systems. Revenue bodies should consider the context of their own legislative and
policy settings in reflecting on the findings of this study.
2. As a practical reference, Chapter IV and the associated Annex 1 provide key prompts for revenue
bodies to consider in the design and operation of their repayment systems.
3. Methods, techniques and approaches employed by participating revenue bodies to improve their
detection and treatment of fraudulent and otherwise non-compliant repayment claims are a major
focus of attention. The sensitivity of these topics poses a barrier to the free exchange of the detail
of the approaches which would otherwise enable revenue bodies to learn more rapidly from each
others‘ experiences. It is recommended that the FTA consider how relevant expert representatives
from revenue bodies could be supported in secure information sharing and dialogue in this area.
4. Due to the interest in, and value gained from, discussions among participating revenue bodies,
representatives would benefit from engaging in post-project dialogue to identify, assess and share
views on resultant actions derived from the application of this Information Note. A follow up
round of informal discussions with the task group approximately 6 months after the publication
of this Information Note is recommended.
I. REFUND AND CREDIT ADMINISTRATION REGIMES
Background
1. The Tax Administration in OECD and Selected Non-OECD Countries: Comparative Information
Series 2008 highlights wide variation in the incidence of tax repayments (and associated workloads) across
countries. Of the countries participating in the series (i.e. all OECD countries and thirteen other selected
countries) the report notes that;
 In 2007, 11 countries reported aggregate repayments (for all taxes) amounting to less than 10% of
gross tax collections, 14 reported an amount between 10-20%, 6 reported between 20-30%, and 2
reported an amount in excess of 30%;
 13 revenue bodies (of the 30 revenue bodies reporting data) reported a trend of an increased
incidence of aggregate repayments over the period 2005 to 2007.
 From the data presented for selected countries, aggregate repayments of PIT were relatively
significant (i.e. over 10% of gross PIT collections) in countries with non-cumulative withholding
regimes, while aggregate VAT repayments were commonly in excess of 25% of gross VAT
revenue collections.
2. The large traffic of repayment claims resulting from increased aggregate tax repayment claims
presents two challenges for revenue bodies:
 Achieving good standards of service in the processing of legitimate repayment claims; and
 Ensuring incorrect and fraudulent claims are detected prior to repayment.
3. At the Forum on Tax Administration Bureau meeting held in Beijing on 29 October 2009, a
project was approved to examine the strategies and practices employed by member country revenue bodies
in respect to administering repayments to taxpayers. It was agreed that a study, to be co-ordinated by the
Australian Taxation Office, would entail a survey of selected countries, operating as a task group, that were
prepared to participate in the initial round of research.
4. This report is the product of the work carried out by the project task group. It has benefited
greatly from the contribution of participating revenue bodies (Australia, Canada, France, Ireland, Korea,
The Netherlands, Spain, Turkey, UK and USA) and the support and guidance of the OECD Secretariat.
Introduction
5. This information note summarises analysis of strategies and approaches implemented by revenue
bodies to achieve a balance between tax repayment service delivery and compliance activities, and
assurance measures to prevent and minimise the impacts of dishonest and erroneous actions and is
structured as follows:
 Chapter I provides important contextual information concerning tax repayments (i.e. repayment
workloads and their trend in task group countries and the findings of related FTA reviews of
aspects of tax administration affecting repayments) and relevant governance arrangements in task
group revenue bodies.
 Chapter II presents and analyses repayment policies and practices of the task group revenue
bodies.
 Chapter III outlines identified significant practices and synergies, and
 Chapter IV provides the key findings from the study.
Repayment workloads and related trends in participating countries
6. Revenue bodies participating in the task group were surveyed on their respective repayment
workloads for each of the major taxes for the period 2006 to 2008 (later data has been referred to where
available). The purpose was to identify the size of the respective workloads, the trend in their growth, the
extent to which workloads might vary from country to country, and possible reasons explaining such
variations.
7. Total value of repayments as a proportion of tax revenue does vary considerably across
participating revenue bodies and tax types reflecting the difference in the underlying policy and
administrative settings (Table 1 below).
Table 1. Total repayment value as a percentage of taxation revenue for participating countries
(2008)
Country Total refund value/ gross tax collections (by tax type)
Personal Income Company Income Value Added
Taxes Taxes Taxes
Australia 18% Australia 18%
Canada 19% Canada 19%
France 10% France 10%
1 1
Ireland 20% Ireland 20%
Korea 30% Korea 30%
The Netherlands 23% The Netherlands 23%
Spain 18% 28% 27%
UK 6% 17% 41%
USA 26% 15% Not Applicable
Source: Participant countries survey responses
8. In explaining the reasons for the high incidence of aggregate repayments and the significant
variation in their incidence across countries, the series pointed to a variety of tax system design and other
factors summarised beneath in Box 1. This information provides useful background when considering
trends in repayment workloads, and policies and practices of the revenue bodies participating in the task
group. The taxation regimes and key features of the return filing systems present in the selected countries
1
Refund values include significant amounts which are accounted for by a tax relief at source process
relating to mortgage and medical insurance payments. Under this process the taxpayer is not required to
make a claim for a refund but pays the net amount in respect of the mortgage and medical insurance
payments. This impacts on the relationship between the number of PIT refund claims and the value of the
PIT claims, also impacting on the average refund value for PIT.
are summarised in the 4th edition of the Forum‘ Comparative Information Series published in March 2011
(Table 50).
Box 1. Factors that influence the overall incidence of tax repayments for the major taxes
Personal income tax: There is a variety of potentially relevant factors, including:
1) employee withholding schedules (where the non-cumulative approach is used) that are calibrated to ‗over-
withhold‘ taxes from employees wages, pending the settlement of liabilities in end of year tax returns;
2) tax system design features that result in various tax benefits being delivered to taxpayers via the end-of-year
tax return assessment process;
3) the use of flat rate (creditable) withholding mechanisms for investment income, particularly interest income,
that result in overpayment of taxes for lower income taxpayers (that are refunded after the end of the fiscal
period);
4) features of the system for making advance payments of tax (e.g. the base applied for estimating instalments,
the threat of penalties for under-estimates) that may discourage some taxpayers from making revised
estimates prior to filing their end of year tax return; and
5) Inflated repayments, resulting from unreported income and over-claimed deductions and other entitlements
in the end-of-year tax return process.
Corporate income tax: Factors potentially relevant here include:
1) reversals of relatively large assessments following the favourable resolution of taxpayers‘ disputes, resulting
in refunds of overpaid taxes; and
2) features of the system for making advance payments of tax (e.g. the base applied for estimating instalments,
the threat of penalties for under-estimates) that may discourage some taxpayers from making revised
estimates prior to filing their end of year tax return.
Value added tax: Factors relevant here include:
1) the nature of a country‘s economy (e.g. the extent of value added of export industries, the proportion of
taxable and zero-rated sales in the economy);
2) design features of the VAT system, particularly the extent of zero-rating and use of multiple rates, and the
registration threshold; and
3) inflated VAT refund claims that go undetected, including those resulting from fraudulent schemes designed
to exploit weaknesses in VAT refund controls.
9. Whilst there are many similarities amongst the tax policy frameworks of the participating
countries, key distinctions are: 1) variations in filing requirements for personal income tax returns; 2)
exclusion of a VAT from the American tax framework; and 3) absence of use of a withholding requirement
for employees from the French income tax regime.
Personal Income Tax (PIT)
10. With few exceptions, countries have tax withholding arrangements in place, especially for
employment-related income, to collect the bulk of their personal income revenue. Withholding
mechanisms are varied - cumulative, non-cumulative, flat and final, flat and creditable. In practice, these
mechanisms are accompanied by systems of advance payments which require taxpayers deriving income
not subject to withholding to pay instalments in advance of filing their end-of-year tax return. The dual
operation of withholding and advance payment arrangements, along with other tax system design features,
inevitably results in some proportion of taxpayers overpaying their tax liabilities for a fiscal period, which
must be settled with the filing of an annual tax return.
11. Information on the types of income subject to withholding and reporting for each of the
participating revenue bodies can be found in the 4th edition of the Forum‘ Comparative Information Series
published in March 2011 (see Table 48). That series also provides fuller explanations of the principles of
cumulative and non-cumulative withholding mechanisms.
12. Figure 1 shows that the combination of cumulative withholding, pre-fill returns and a distinct
period between the end of the fiscal year and commencing repayment processing is more likely to be
associated with lower rates of change in the average value of personal income tax refunds. It demonstrates
that providing a comprehensive pre-fill return service is an easier transition path for revenue bodies
operating a cumulative withholding system. Pre-fill services are dependent on timely access to third party
data (more likely to be available and comprehensive under a cumulative withholding system) and where
that information is available prior to the commencement of repayment processing.
Figure 1. Personal income tax factor comparison across high and low growth in average refund
value
High vs. low change in average refund
100% 100% 100%

100%
80%
75%
60%
60%
50% 50%
40% 40% 40%

40%
25%
20%
20%
0%
Cumulative withholding Employees file a return Other return Pre-filled return Lodgment gap Self-assessment
Low % change in average refund (4) High % change in average refund (5)
Source: Country survey data
13. Table 2 sets out data on repayment workloads2 of PIT in surveyed countries. More detailed
information is at Annex 2. In brief the key findings are:
 There are enormous variations in the relative numbers of repayment claims in surveyed revenue
bodies, primarily as a result of the use of non-cumulative and cumulative withholding
mechanisms and associated annual tax return filing requirements for taxpayers.
2
Annex 4 includes figures of annual volume of PIT refunds for each country.
 There was substantial growth (i.e. over 20%) in the survey period in the value of repayment
claims processed in five of nine surveyed countries; however, when viewed in terms of the
growth in the number of refund claims (i.e. 20% or more) increases were experienced in three of
the nine countries.
 The combination of relatively ‗high volume‘ and ‗growing in value‘ workload was particularly
evident in four surveyed countries (Australia, Korea, Netherlands, and Spain) and suggests
significant/growing demands on in-house refund validation activities of revenue bodies in these
countries.
 Despite their use of cumulative withholding arrangements for employment income, both Ireland
(in volume) and Korea (in volume and value) also reported significant growth in repayment
claims.
 France also experienced significant growth in the number and value of repayments claimed,
although the average claim was much lower than observed elsewhere. 3
 For the period surveyed, eight of the nine revenue bodies were subject to one or more of the
following situations: 1) a relatively high volume of payment claims; 2) a significant increase in
the number of repayments; and/or 3) a significant increase in the aggregate value of repayment
claims.
Table 2. Personal income tax market in the surveyed countries, 2008
Changes from 2006 to 2008 Refunds in 2008
Number of Value of Number Value Average refund
refund claims refunds processed/ processed/
Country processed (+/- processed number of gross tax ($US)
%) (+/-%) taxpayers revenue (%)
(%)
Australia 16 42 81 18 1,840
Canada 6 20 66 19 1,410
France 30 33 32 10 784
4
Ireland 39 11 44 20 4,179
Korea 15 17 41 30 666
Netherlands 15 26 78 23 2,381
5
Spain 20 23 81 18 1,197
6
UK -10 5 13 6 3,089
USA 5 51 83 26 3297
Average 15 25 58 19 2,505
Source: Country survey responses
3
The low average value of refunds in France results, in part, from its limited use of withholding
arrangements for employment income—withholding from employment income is limited to social security
contributions, while taxpayers must make their own arrangements for the payment of PIT.
4
Refund values include significant amounts which are accounted for by a tax relief at source process
relating to mortgage and medical insurance payments. Under this process the taxpayer is not required to
make a claim for a refund but pays the net amount in respect of the mortgage and medical insurance
payments. This impacts on the relationship between the number of PIT refund claims and the value of the
PIT claims, also impacting on the average refund value for PIT.
5
Spain– although using a cumulative system, most employees must file and claim any refund.
6
UK PIT repayment recipients are non-employee taxpayers and reduction attributed to economic downturn.
Corporate Income Tax
14. Companies in all participating countries are subject to limited tax withholding arrangements. Tax
repayments typically arise as a result of advance payments of tax made prior to the filing of an annual tax
return exceeding their assessed end-of-year tax liability. The 4th edition of the Forum‘ Comparative
Information Series published in March 2011 provides details of the requirements for corporations for
making advance payments (i.e. their computation, number and timing) of income tax (see Table 51).
15. Table 3 sets out data concerning the repayment workloads of the corporate income tax in
surveyed revenue bodies. The key points are as follows:
 There was substantial growth (>20%) in the numbers of repayments claims processed in two of
the nine surveyed countries; however, when viewed in terms of the relative value of tax
repayments, significant increases were experienced in seven of the nine countries,
Table 3. Company income tax market in the surveyed countries, 2008

refund claims refunds processed/ processed/ ($US)
Country processed processed number of gross tax
(+/-%) (+/-%) taxpayers revenue
(%) (%)
Australia -47 52 25 10 29,527
Canada 5 8 3 6 49,361
France8 38* 150* 21 28 114,458
Ireland 7 66 18 16 50,045
Korea 20 5 20 12 52,135
Netherlands 5 30 34 33 49,477
Spain 3 41 30 28 26,120
UK 17* 75* 23 17 29,263
USA 42 80 9 15 85,004
Average 15 56 20 18 53,932
* Percentage for France is for the period 2008 to 2009, and for the UK is 2007 to 2008.
16. Refund data provided by the participating revenue bodies shows a trend increase in the both the
volume and value of repayments in CIT. However, survey responses did not highlight CIT repayments as a
significant focus of attention. This is likely to be explained by the structure of the company income tax
regime where refunds are mostly derived from the repayment of overpaid tax (paid by instalments) rather
than claims of withheld credits or refundable offsets. Consequently, they present as a significantly lower
refund risk compared to personal income or value added taxes.
Value added tax
17. The incidence of VAT repayments is typically high in countries with significant export volumes,
given the almost universal practice of zero-rating exports in VAT system design.
7
Reduction in number of CIT repayments in Australia attributed to reduced coverage of tax payable during
period of stronger profit performance.
8
Influenced by France stimulus package enabling companies to apply for refund of unallocated loss carry
back credits and research tax credits.
18. Other factors that can affect the number and value of repayment claims include: 1) a VAT‘s rate
structure and the incidence of exemptions; 2) the level of the registration threshold; and 3)
policy/administrative choices made concerning the frequency of VAT repayments.
19. Previous work carried out by the FTA 9 has also highlighted the fact that VAT systems,
especially in countries forming part of the European Union, have over the last decade been subject to
persistent attempts to defraud the revenue using various fraudulent devices (e.g. carousel fraud).
20. Table 4 sets out data on repayment workloads of value added tax in surveyed revenue bodies.
The key points are as follows:
 There are enormous variations in the relative number of repayment claims across surveyed
countries - applying the ratio of ‗number of repayment claims to the total number of taxpayers
revealed figures ranging from 13 (Spain) to 150 (Netherlands).
 There s substantial growth (>20%) in the numbers of repayment claims processed in only one of
the nine surveyed countries; however, when viewed in terms of the relative value of tax
repayments, significant increases were experienced in three of the eight countries.
Table 4. Value added tax market in the surveyed countries, 2008

refund claims refunds processed/ processed/
Country processed processed number of gross tax ($US)
(+/-%) (+/-%) taxpayers revenue (%)
(%)
Australia 2 36 100 50 17,697
10
Canada -2 -13 93 67 11,154
France 3 12 31 32 63,820
Ireland 11 5 112 25 20,766
Korea 7 53 20 47 38,156
Netherlands 15 24 150 36 16,727
Spain 33 16 13 27 102,746
UK 5 10 114 41 49,982
USA n.a. n.a. n.a. n.a. n.a.
Average 9 18 79 41 40,131
9
‗Developments in VAT Compliance Management in Selected Countries‘ (September 2009)
10
Canada VAT rate reduced by 1% in January 2008
Impacts of the global financial crisis on the incidence of repayment claims
21. Drawing on the survey data from selected countries, and some additional research, it is apparent
that the severe financial conditions brought on by the global financial crisis in 2008 and 2009 had a
significant impact on the overall volume and value of repayment claims. As indicated in Table 5, both
Ireland and the USA experienced pronounced changes in the amount of PIT (USA) and CIT (USA &
Ireland) repaid to taxpayers in 2008 and/or 2009. It can be inferred that many other countries experienced a
similar situation.11
Table 5. Overall incidence of repayments in selected countries- 2005 to 2009
Overall incidence of repayment value made to taxpayers (% of gross

Tax type Country collections) by fiscal year
2005 2006 2007 2008 2009
PIT Ireland 20 20 19 20 21.4
USA 20.5 19.6 18.1 25.6 28.2
CIT Ireland 8.3 8.2 12.3 16.1 27.1
USA* 11.1 7.6 6.8 15.0 42.2
* Data relate to business income tax (i.e. corporations and exempt bodies).
Sources: Irish Commissioners’ Annual Reports and USA IRS Data Book for years indicated.
Repayments and taxpayers’ service delivery expectations
22. Taxpayers with a bona fide claim to a repayment of overpaid tax have a legitimate expectation
that their entitlement will be satisfied in a timely manner. The definition and perception of what constitutes
a ‗timely manner‘ is likely to be influenced by a range of factors (e.g. the strength of a revenue bodies
capability to quickly validate repayment claims, any legal obligations to pay interest on delayed
repayments and cultural considerations) and is likely to vary from country to country.
23. As noted in other FTA products, some, but not all, revenue bodies commit to respecting a set of
taxpayers‘ rights that are either stated in law and/or set out in administrative materials (e.g. a Taxpayers‘
Charter). These taxpayer rights are often accompanied by a set of ‗service delivery standards‘ that identify
targeted timeframes for the completion of specified services.
Use of technology in repayments processing
24. The capacity of revenue bodies to provide good standards of service for the vast majority of
repayment claims depends to a significant degree on the availability and use of modern electronic services
(e.g. including e-filing, pre-filling, and direct crediting of repayments).
25. The use of technology in tax repayment processing has been the subject of close monitoring by
the FTA over recent years. Most recently it was reviewed as part of an in-depth study of OECD revenue
bodies‘ use and plans for electronic services in taxpayer services delivery12. This report contains a number
of relevant observations and findings in relation to tax repayments processing and service delivery outlined
beneath.
11
The significant changes in PIT as % of Gross Collections in USA are attributed to $90b Economic
Stimulus Payment in 2008 and to a drop in Gross PIT collections in 2009. Ireland‘s substantive change in
CIT in 2009 is attributed to increase in losses claimed.
12
See ‗Survey of Trends and Developments in the Use of Electronic Services for Taxpayer Service Delivery‘.
Forum on Tax Administration (March 2010).
Personal Income Tax
 There has been considerable growth over the past five years in the use of e-filing services by
taxpayers and tax professionals - for 2008, 16 of 27 OECD countries achieved e-filing take-up
rates in excess of 50%; however, in eight of the 27 surveyed countries take-up rates are less than
40%, suggesting potential for substantially greater use of e-filing in these countries.
 Six revenue bodies reported their intention to introduce, or extend existing, mandatory e-filing
requirements over the medium term.
 Pre-filling 13 has evolved to become a significant component of revenue bodies‘ electronic
services strategy in many countries, particularly for the PIT.
 Seven revenue bodies provide a capability able to generate at year-end a fully completed tax
return (or its equivalent) in electronic and/or paper form for the majority of taxpayers required to
file tax returns. Two revenue bodies achieved this outcome for 2008 for 30% of taxpayers.
 Just over half of surveyed revenue bodies indicated further exploration and/or development of
pre-filling over the medium term.
 There has been reasonable growth over the past five years in the provision of e-filing services for
employers‘ reporting of employee wage reports (included related tax withholding credit
information). For many revenue bodies, efforts to increase electronic reporting have been driven
by a goal to pre-fill tax returns, and
 Notwithstanding this growth, approximately two thirds of revenue bodies reported that in excess
of 80% of wage reports were captured electronically, suggesting that for some, weaknesses are
likely to exist in their capability to efficiently validate taxpayers‘ repayment entitlements
(particularly tax withholding credits) where such a need arises.

 There has been considerable growth over the past five years in the provision of e-filing services
for the CIT. In 2008, 16 of 26 revenue bodies achieved a take-up rate in excess of 50%;
however, there is potential for substantially greater use (i.e. >60% in absolute terms) in 10
surveyed countries.
Value added tax

 There has been significant growth in the use of available e-filing services by taxpayers and tax
professionals. In 2008, 16 of 26 revenue bodies achieved a take-up rate in excess of 50%.
Increased usage in many countries has been achieved with the introduction of mandated
requirements; however, there is potential for substantially greater use (i.e. >60% in absolute
terms) in eight surveyed countries.
26. In summary, these findings suggest that significant improvements have been made by many
revenue bodies in participating countries over the last five years in their ability to rapidly process
taxpayers‘ repayment claims. However, there remains considerable potential in around 30% of OECD
countries to significantly expand the use of electronic services with a flow-on service delivery benefit to
taxpayers, in particular to those making repayment claims.
13
Pre-filling, particularly concerning tax withholdings/ credits, provides a means of validating the
information in a tax return.
Governance arrangements
27. A range of collaborative mechanisms are employed across participating countries in pursuit of
delivering a balanced approach in repayment activities. These range from those created to progress specific
initiatives, conduct reviews and identify improvements (Box 2 Ireland‘s Lean Six Sigma initiative) to more
established and lasting arrangements characterised as repayment working or management groups and
committee structures. Their purpose is to ensure tax repayment activities are considered from a holistic
viewpoint, assessing the effects of risks and compliance strategies on service delivery focuses, and vice
versa.
28. There are differing stages of maturity of such groups across participant countries. Table 6
provides an overview of the structures in place in each of the participating countries and Boxes 2, 3 and 4
provide specific examples of the roles of these groups, forums or task forces.
Table 6. Overview of the repayment governance initiatives in participating countries
Country Governance Initiatives

Credit Refund Integrity Steering Committee (CRISC) – formal responsibility for determining the
balance between the treatment of refund risks across the revenue products and the operational
effectiveness of the associated processes.
Australia Credit-Refund Integrity Senior Business Management Group – responsibility under broad
direction of the CRISC to progress tactical and operational delivery of priority refund activities
across the organisation as identified by the CRISC. Provides enterprise level focus to progressing
refund/credit risks and mitigations across all the revenue and administrative products.
Organisationally, the CRA has branches responsible for the processing and service and for overall
compliance. To address the need for a holistic approach to refund policy, the CRA has responded
Canada
through internal governance measures. The Headquarters Compliance Committee addresses the
integrated approach to refunds.
The DGFiP has two services, the National Audit Unit and National Risk Control Unit, whose aim is to
measure and assess risks with particular regard to tax refunds. The National Audit Unit was born of
the merger between the national in-house tax assessment audit service and the national collections
France
service following the creation of the DGFiP. The merger of these two services should improve
synergies and in-house auditing in relation to the sequencing of tax assessment and tax collection
work.
Planning Division has responsibility for all compliance planning and policy including refunds and
credit claims. This Division has responsibility for operational policy, strategic planning and risk
Ireland analysis systems.
Management Advisory Committee (MAC) – consists of the Revenue Board and all Heads of
Division. MAC meets at least once a month to monitor performance across the organisation.
Internal group across Personal Income Tax, Withholding Tax, Corporate Income Tax, VAT and
Korea
Electronic Compliance Divisions.
The Taskforce on Provisional Refund Fraud, headed by one of the Regional Tax offices,
consists of all bodies in the NTCA who deal with refunds as well as; other tax regions (both at
The management and operational level), the National Supervision Organisation, the Fiscal Information
Netherlands and Investigation Service, the Central Office and the Directorate General of the NTCA. The
taskforce develops, instigates and co-ordinates activities on the compliance strategy regarding
refund claims and possible fraud cases.
Permanent management committee: consists of Directors of the Departments. This committee
Spain
meets one a week to develop head and co-ordinate the AEAT activity.
Threat assessment and action plans prepared by individual businesses are assessed by a team
UK within the Central Compliance Directorate. HMRC has a detailed repayment action plan covering
all major repayment regimes.
The Pre-Refund Program (PRP) was created in 2006 to provide enterprise-wide governance and
policy for pre-refund compliance activities. PRP engages all functions responsible for pre-refund
USA activities to ensure that policies are consistent across business units and meet the needs of all
functions
Box 2. Example of reviewing the balance
Ireland conducted a review in 2009 of income tax and corporation tax refunds guided by Lean Six Sigma. This review
considered and realigned the balance between risk and service. Key findings from that review were:
 Risk criteria were too loose thus generating too many cases for verification checks. The verification process
itself had unnecessary stages within the process and these stages led to significant and unnecessary delays
in the process.
 There was an unnecessary level of proof documentation being requested in support of claims.
There was a technological process inefficiency built into the selection process which caused significant delays for large
volumes of cases not selected for verification checks
Box 3. Refund governance arrangements in the United Kingdom
HMRC aim to ensure that legitimate taxpayers receive repayments to which they are entitled quickly, accurately and in
a cost effective way, with the minimum amount of bureaucracy or procedures for them to follow. This is subject to the
need for HMRC to apply security checks to prevent fraud and abuse, with minimum cost and maximum effectiveness
for both HMRC and the taxpayer.
HMRC Director-Generals have personal accountability to deliver this aim for repayments. This is achieved by working
together and empowering a high level committee, the Repayments Task Force (RTF) to oversee the work being done
across HMRC.
Central Compliance has devised an integrated nine stage generic repayments process (with toolkits – see Annex 11)
against which business lines involved in repayments self-assess their performance. Performance is critically judged
against the agreed standard, covering both compliance and customer service.
The RTF and the membership of a cross-cutting Repayments Risk Forum (RRF) provide feedback on emerging or
urgent compliance risks. Business lines must prepare action plans demonstrating how they will address any issues
identified in their assessments. These are reviewed and a refresh is required every six months. Subject and regime
experts, as well as experts in risk management and internal audit, work with business lines to ensure the assessments
and action plans identify the true risks and the best ways to address them. Progress against plans is reported to the
RTF and RRF to ensure strategic alignment and allows the Director-Generals to monitor the position across HMRC.
This approach allows HMRC to ensure that there is both central oversight and accountability along with a structure
that ensures best practice is followed, risks are identified at an early or emerging stage and that corrective and
preventative action is taken.
Box 4. Refund governance arrangements in Australia
The areas of the ATO with the most direct involvement and responsibility across repayment (refund) processes
associated with income tax and GST (VAT) are:
• Operations Sub-Plan - Client Account Services Business Line
• Compliance Sub-Plan – Micro Enterprise & Individuals (Income Tax) & GST Business lines
To provide an integrated view across the repayment regime, internal committees monitor, assess and review the
strategic and operational plans and repayment performance. The internal governance arrangements operating across
the ATO Repayment (Refund) activities comprise:
Credit Refund Integrity Steering Committee (CRISC). The CRISC has formal responsibility for determining the
balance between the treatment of refund risks across the revenue products and the achievement of service delivery
priorities.
Credit Refund Integrity Senior Business Management Group. The Senior Business Management Group has
responsibility under the broad direction of the CRISC, to progress tactical and operational delivery of priority activities
across the organisation as identified by the CRISC. This group provides enterprise level focus to progressing
repayment risks and mitigations across all the revenue and administrative products
29. Revenue bodies in participating countries with a more permanent repayment working group or
committee consider the governance role of these groups as a means of achieving optimal balance. They
operate to influence repayment priorities and view key repayment strategies of the compliance and service
branches from a whole of agency viewpoint.
30. Tax repayment working or management groups are an effective governance arrangement. They
influence the balance between service delivery and compliance risk, through the formulation,
implementation, assessment and review of integrated service and compliance strategies across tax
repayments. There are differing stages of maturity across participating countries in this area. Some have
groups charged to progress specific tax repayment initiatives, reviews or improvements, and others have
more established and lasting working arrangements.
II. APPROACHES TO REFUND AND CREDIT ADMINISTRATION IN SELECTED
COUNTRIES
Repayment balance
31. The standard operational elements of taxation administration across revenue bodies comprise:
 upfront education of taxpayers and offering ready access to tax information and advice;
 providing a range of return filing services;
 processing of filing returns incorporating error checking and validation activities; and
 post-issue audit and compliance examination and validation actions.
32. Compliance and service delivery aspects of repayment administration form only part of the
responsibility of the broader compliance and service areas. Participating revenue bodies do not report
having specific repayment business areas or branches within their administrative structures, rather
repayment issues are initially dealt with in the strategic, tactical and operational plans of compliance and
service areas.
33. Tax repayments are recognised as requiring specific attention by both compliance and service
areas. For example, in the compliance context they are associated with a heightened risk of attracting
fraudulent behaviour and in the service realm taxpayers‘ expectations of timely service are more sensitive.
34. All participating revenue bodies report having compliance activities targeting repayment risks
prior to the repayments being made (pre-issue). As any intervention poses a risk to delivering a timely
repayment service, this is one obvious feature of repayment systems that requires balancing attention.
The management of tax repayment risk detection and validation
35. Normally, inflated repayment claims arise in practice as a result of incorrect/fraudulent

information provided by taxpayers in tax returns or other similar documents. In an income tax context,
inflated repayment claims will result from one or more of the following: understated income, over-claimed
deductions, tax credits and withholdings. For VAT, inflated claims are typically the by-product of
understated gross VAT liabilities and overstated input tax credits.
36. These forms of non-compliance constitute part of the many compliance risks that revenue bodies
are expected to manage as part of their day to day administration of the laws. With a diversity of risks to
address and considerable tax revenue often at stake, revenue bodies need a systematic and thorough
approach to managing their tax compliance risks. The FTA‘s guidance note on risk management14 outlined
and promoted the concept of compliance risk management as an essential management tool for revenue
14
OECD ‗FTA guidance note: Compliance risk Management : Managing and Improving Tax Compliance
(2004)‘
bodies. It includes a description of practical approaches and processes that could be adopted by revenue
bodies.
37. The FTA‘s guidance note recommends a process which has direct relevance to governance
arrangements revenue bodies deploy for the management of tax repayments.15 Given that some proportion
of repayment claims for each of the major taxes administered will be subject to a degree of overstatement.
The scale of this ‗non-compliance‘ in a relative sense will vary from tax to tax and jurisdiction to
jurisdiction, however, based on the data from surveyed countries, all revenue bodies are clearly focussed
on this challenge.
Repayment Compliance Risks
38. In general, tax repayment compliance risks are categorised into three main types: 1) fraud
(including criminal activity); 2) deliberate non-compliance; and 3) error (taxpayer or administrative).
39. In addressing tax repayment compliance risks, the majority of participating countries consider
differentiation by tax type, market segment and taxpayer type.
40. All revenue bodies reported a repayment transaction level risk where compliance attention is
focussed on the identification and mitigation of fraudulent repayments as the most critical. The common
view from participating revenue bodies is that personal income tax and VAT are the distinct centres of the
most significant fraudulent repayment risks within the scope of this study. This presents as a whole of
market repayment risk.
41. In relation to income tax, participating revenue bodies identified individuals as presenting the
greatest repayment risk. In VAT, whilst individuals were also highlighted, the consensus was that all client
types featured as potential repayment risk with some inference that the non-individual entities were
increasingly significant.
42. At the segment level, most participating revenue bodies differentiated between large taxpayers
and the wider population. Many have established centralised divisions or business lines specifically
designed to deal with the tax affairs and specific risks of this group. While these segments are not
primarily driven by any repayment perspectives, where they exist, revenue bodies have access to reliable
compliance perspectives for that market segment that can be influential in their repayment compliance
strategies and activities.
43. Participating revenue bodies note similarities with emerging risks, especially those driven by
technology. Globalisation and new technology has opened the opportunity for new avenues of fraud.
However, technology has also expanded opportunities for sophisticated risk assessment. Table 7 below
summarises a number of key areas of current and emerging risks.
15
‗OECD Guidance Note: Compliance Risk Management: Managing and Improving Tax Compliance
(2004),‘ p. 21
Table 7. Sources of current and emerging repayment risks
Current risks Emerging risks

Client Risks Client Risks
 Identity fraud – fictitious or stolen identities.  Foreign nationals or new citizens.
 Specific high risk industries.  Identity fraud (especially using new technological
 Specific high risk occupations. medium), phishing and pharming.
 Regional location.  Cash flow problems for taxpayers due to economic
 Distinct population group. climate, especially where refund is a repayment in a
preliminary/provisional refund system.
 VAT related carousel fraud (notably in the EU
where there in a common economic bloc).  Industry sectors affected by the GFC – eg property,
retail.
 New businesses.
 Organised criminal involvement.
Transaction Risks Transaction Risks

 Claims where 3rd party data is unavailable.  On-line lodgment and associated weaknesses (eg
 Hidden controlling or influencing 3rd party. authentication).
 Collusion between credit provider and claimant.  Low value-high volume fraud.
 Fictitious Credit fraud.
Service Risks Service Risks
 Weakness in lodgment channels, notably on-line  Decision shopping across channels.
lodgment.  Out of country fraud attacks.
 Technology – complexity and provides
opportunities for misuse/fraud.
 Claims where supporting documentation is
required.
Organisation Risks Organisation Risk
 Legal complexity.  Maintaining adequate resourcing.
 Friction between service and compliance  Revenue or refund targets – pressure to restrict refund
outcomes. losses through compliance crack-downs.
 Resourcing imbalances across service and
compliance work.
44. Approaches taken by participating revenue bodies to risk identification show an emphasis on data
driven knowledge with a focus on the repayment transaction.
45. Participating revenue bodies reported the use of aggregated and strategic focus and the
deployment of information and intelligence in repayment risk identification activities. For example,
revenue bodies referred to their increasing use of demographic information such as industry and taxpayer
profiles, monitoring of populations at risk and leveraging technology tools, data mining and knowledge
based rules in their operations.
Identity Risk
46. Identity fraud was singled out as posing a current and increasing whole of market risk to
repayment systems (refer Box 5). The repayment risk is associated with the creation of fictitious identities
and/or the use of stolen identities that are subsequently used to make fraudulent repayment claims.
16
Box 5. Definitions and examples of identity fraud
What is identity fraud?
Identity fraud and identity theft are often used to describe any situation in which personal details are misappropriated
for gain. Examples include: using a false identity or someone else‘s identity details (eg name, address, previous
address, date of birth etc) for commercial, economic or monetary gain, or obtaining goods or information, or obtaining
access to facilities or services (such as opening a bank account, applying for a benefit or obtaining a loan/credit card).
The following definitions have been developed by the United Kingdom‘s Home Office Identity Fraud Steering
Committee to clarify these terms:
 Identity crime is a generic term for Identity Theft, creating a False Identity or committing Identity Fraud.
 False identity is: a. a fictitious (ie invented) identity; or b) b. an existing (ie genuine) identity that has been
altered to create a fictitious identity.
 Identity theft occurs when sufficient information about an identity is obtained to facilitate Identity Fraud,
irrespective of whether, in the case of an individual, the victim is alive or dead.
 Identity fraud occurs when a False Identity or someone else‘s identity details are used to support unlawful
activity, or when someone avoids obligation/liability by falsely claiming that he/she was the victim of Identity
Fraud.
47. The increasing risk of identity fraud in relation to accessing refunds of both income tax and VAT
was noted. Participating revenue bodies reported that most exposure was in individuals in the personal
income tax domain but both individual and non-individual entities were implicated in VAT. A number of
revenue bodies associated the increased incidence of identity fraud with advances in, and accessibility of,
technology.
48. The presence of identity risks brings both the initial registration (creation of fictitious identities)
and maintenance of registration record (identity takeover) into the focus of repayment compliance.
Participating revenue bodies all emphasised their reliance on the integrity of registration processes as a key
preventative measure in the mitigation of identity related repayment fraud.
Personal Income Tax Repayment Compliance Risks
49. Repayments in personal income tax arise where the credit claimed exceeds the tax payable. The
source of the majority of credits in personal income tax is associated with those allied to the operation of
withholding regimes. Employment related withholding is the most common of these. The potential
repayment risks associated with withholding credits relate to taxpayers making fabricated or excessive
withheld credit claims.
50. The second most significant source of credits in personal income taxes arise where there is access
to tax offsets or rebates as part of the tax regime. The basic character of tax offsets and rebates provides for
a specific tax credit to taxpayers who meet defined eligibility requirements.
51. The distinction between offsets and rebates is their impact on repayment risk. Offsets are applied
against the tax payable and can only influence a repayment outcome if the taxpayer has claimed tax credits.
16
‗OECD Report in Identity Fraud: Tax Evasion and Money Laundering,‘ p. 5
The potential repayment risks associated with offsets and rebates are related to ineligible taxpayers making
claims, or fabricated or excessive claims made by otherwise eligible taxpayers.
52. Some revenue bodies where cumulative withholding regimes are operating in corporate tax
offsets or rebates into the employment related withholding. The mitigation of risks associated with such
claims of offsets or rebates are usually centred on the ability of revenue bodies to confirm eligibility or
entitlement of the taxpayer to them. For example, those related to the existence of family and/or
dependents.
53. The third most significant source of repayment risk in personal income tax arises from deductions
taxpayers claim against their income. Repayment risks from deductions arise to the extent that they reduce
the taxpayer‘s taxable income and expose credit (some or all) claimed by the taxpayer for repayment. In a
similar way, the risk of undeclared income manifests in a similar repayment risk.
54. Again, a number of revenue bodies operating with a cumulative withholding regime reported the
incorporation of a level of deduction into the employment related withholding. In others, the type and
value or amount of deductions are limited or restricted for all or groups of taxpayers.
55. The final source of repayment risk is that arising from income tax pre-payments. A refund of
over-paid tax can occur for taxpayers, who are subject to repayments, when the amount paid exceeds the
tax payable. The survey results indicated that potential repayment risk associated with pre-payments is not
considered significant in the operation of personal income tax systems.
Value Added Tax Repayment Compliance Risks
56. At the simplest level, refunds of VAT arise where the credit claimed for purchases of taxable
supplies exceeds the VAT payable on sales of taxable supplies.
57. The most significant source of repayment risk is related to the credit claimed. The potential
repayment risks associated with VAT credits arise with taxpayers making fabricated or excessive claims.
This can take a variety of forms, including:
 fictitious purchases
 fictitious export sales
 taxable supplies used in exempt activity, and
 purchases from unregistered suppliers.17
58. Under-reported sales are also a source of repayment risk where the taxpayer has also claimed
credits. The source of credits in the operation of VAT regimes offers practical difficulties for revenue
bodies to employ large scale automated data driven validation methods.
59. Whilst credits arise and are recorded by a third party supplier it is not generally the case that such
low level information is routinely available to revenue bodies in the first instance. Consequently, VAT
repayment risk identification efforts are much more heavily reliant on drawing out risk characteristics from
the VAT registration activities, from the VAT repayment transaction itself and from a view of the
taxpayer‘s compliance history. However, an exception amongst the participating revenue bodies is in
Korea (refer Box 6).
17
Adapted from IMF Working Paper VAT Refunds ‗A Review of Country Experience, 2004,‘ p. 22
Box 6. e-Tax Invoice system in Korea
Korea recently introduced the e-Tax Invoice system which mandates all parties exchanging tax invoices to do so
online. This information is then transmitted to the NTS on a real time basis. As the system is only new, penalties for
non-use will not apply until 2011.Using e-Tax Invoice provides benefits to users as suppliers receive a tax credit of 100
won per issuance (a credit of up to one million won per year – approximately $ US 830). Once transmitted to the NTS,
there is no need to print or keep copies of the invoice.
60. Participating revenue bodies reported an increasing trend towards fraud involving low value
claims associated with high number of claimants. These are often associated with a controlling third party.
The issue of carousel/missing trader fraud is of particular concern in the European Union which features a
common VAT system and common borders.
Figure 2. Illustration of carousel fraud in its simplest form
Source ‘Intra-community VAT fraud -Joint report Bundesrechnungshof (Germany) Rekenhof (Belgium) and Algemene Rekenkamer
(Nederland) (2009)’ pp. 5 & 6.
61. Issues of the detection and prevention of VAT fraud specifically relating to the validation of
VAT refund claims are also being considered in a separate report for the Intra-European Organisation of
Tax Administrations (IOTA) due to be presented in 2010.
62. In summary, repayment risk is identified as a strategic risk in all participating revenue bodies‘
administration of income tax and VAT. The risk of repayment fraud is identified as the area of most focus.
Identity risks are noted by the majority of revenue bodies as having significant existing and emerging
impact on risk of repayment fraud. Repayment fraud is increasingly likely to involve higher volume, lower
value claims and be influenced by a controlling third party.
Assessing and prioritising compliance risk
63. Survey responses indicated a general theme of conducting repayment compliance programs
according to risk management principles. The presence of permanent pre-issue compliance activities in all
participating revenue bodies demonstrates that repayment risk is identified as an existing and ongoing
priority risk. The risk of fraudulent tax repayments is the centre of most current attention and all
participating revenue bodies, to varying degrees, indicated they expected this would continue for the
foreseeable future.
64. The subset of fraudulent repayments related to invalid claims by fictitious or invalid entities is
considered to have the most significant consequences if undetected and untreated. Participating revenue
bodies noted the factors which had fraudulent repayments classified high priority risks were the greater
sensitivity to reputation risk, and much reduced ability to recover losses after the event.
65. Fraudulent repayments by legitimate taxpayers were acknowledged as posing similar levels of
reputation risk for revenue bodies. Although it was possible there was an improved chance of recovery of
revenue loss in such cases, the likelihood of instances of repayment fraud occurring was considered to be
higher.
66. Repayment risk arising from administrative or taxpayer error was assessed by participating
revenue bodies as more likely to occur for those new to the tax system or lacking in experience or
knowledge of particular aspects of taxation. A number reported that those new to the tax system also
presented as more susceptible to repayment fraud, especially identity fraud related repayment fraud.
67. Repayment risk assessment and prioritisation methods were reported as influenced by the value
of the actual repayments, with higher value equating to higher repayment risk. Increasing concern with the
presence of repayment fraud threats involving lower-value, higher volume cases has seen revenue bodies
move to factoring aggregate value of repayments into their risk assessing and prioritisation activities. This
has led to repayment case selection being less constrained by correlation of high value repayment value to
higher risk, particularly in risk assessment and prioritisation activities (refer examples in Table 8).
Table 8. Nature of risk scoring criteria used in risk profiling systems
Extract from ‗Developments in VAT Compliance Management in Selected Countries,’ August 2009, pg30. Compliance Management
Data and Information
Registration
68. Registration is a necessary pre-requisite to a taxpayer filing and making a repayment claim.
Information captured at registration provides revenue bodies with an initial opportunity to develop a risk
profile of the taxpayer in advance of their interaction with the tax system. Not surprisingly, all participating
revenue bodies reported leveraging their registration data as a preliminary source of risk identification,
profiling and differentiation and in forming a whole of tax view of taxpayers.
69. Relationships between registrants, either captured as primary registration data or determined from
integrating multiple data sources, is also prevalent in repayment compliance data management activities.
This includes comparison of registration details across the revenue bodies own data holdings across
various tax types as well as the use of external data from other agencies and sources.
70. Considerable attention continues to be placed on initial registration data. Increasingly the
maintenance of taxpayers‘ registration information is being routinely monitored, particularly in connection
with risks of existing identities being altered or otherwise used fraudulently to create fictitious entities.
Personal Income Tax
71. In order to identify, assess and address risks associated with taxpayer behaviour, the focus is on
obtaining reliable information for verification purposes in advance of processing repayment claims.
72. In personal income tax the timely availability of high integrity withholding data provides a
platform from which some revenue bodies provide information directly to the taxpayer pre-lodgment. This
provides a further reduction in the risk of errors (including repayment claims) being introduced by
taxpayers where they are preparing their own returns.
73. The extent to which revenue bodies are able to support the provision of withholding data directly
to taxpayers for use in the preparation of their returns is an indicator of their confidence in its accuracy.
Generally, the withholding data sources level of integrity is recognised by the revenue bodies as being
sufficient to provide a credible data matching source. Beyond that, most attention is on ensuring the
information is readily accessible and is available to revenue bodies in advance of repayment claims.
74. Timeliness of access to third party withholding data is of critical importance to personal income
tax repayment risk mitigation as it is the primary validation for withholding credits claimed. Australia and
the USA provide taxpayers with early opportunity to file after the end of the income year (immediately for
Australia and approximately 2 weeks for USA) and this access is an area of sharp focus as noted in Box 7
below.
Box 7. US Taxpayer Advocate Recommendation
The National Taxpayer Advocate recommends that Congress direct the Treasury Department to prepare a
report identifying the administrative and legislative steps required to allow the IRS to receive and process information
reporting documents before it processes tax returns. The Treasury Department should be given a full year to prepare
its report in light of the complexity of the issue and the actions that would be required of the IRS, the SSA, private
employers, and financial institutions. The goal should be to fully implement required changes within five years from
the time the report is completed.
Source ‘Taxpayer Advocate Service, 2009 Annual Report to Congress — Volume One,’ p. 339
75. Mitigation of risks associated with claims of refundable offsets or rebates is usually centred on
the ability of revenue bodies to confirm eligibility or entitlement of the taxpayer to them. Canada‘s
reported approach to benefits risk is an example. (See Box 8 below).
Box 8. Canada and benefits risks

Benefits Risks are managed with Validation and Controls reviews. The objectives are to:
 validate a client‘s eligibility and entitlement

 validate a client‘s marital status
 validate a client‘s residency and citizenship
 measure the extent of incorrect payments
 measure level of non-compliance
 identify the specific causes for incorrect payments
 find common relationships
 develop benchmarks
 identify trends and concerns, and
 identify areas for future research.
76. Those offsets or rebates related to the existence of family and/or dependants have some of the
participating revenue bodies sourcing information from other government agencies for use in their
validation of taxpayer‘s eligibility. Box 9 below summarises the USA‘s access to, and use of, other federal
departments‘ data in their repayment compliance activities.
Box 9. US Government data use

The law allows the Department of Health and Human Services (HHS) to share with IRS information they
maintain regarding wage and employer information for the purpose of administering the Earned Income Tax Credit.
The IRS reimburses HHS for the cost they incur to provide the information to IRS.
The IRS also contracts with HHS to obtain Federal Case Registry data. This data includes information
regarding divorced parents and custody issues. This is valuable in detecting possible fraud/non-compliance in the
areas of Dependency deductions, the Child Tax Credit, the Earned Income Credit and other tax issues based in
whole or in part on relationship. The IRS receives data from ―Kidlink‖, a database that contains Social Security
Numbers of parents and related children.
77. All participating revenue bodies report the use of enhanced data matching, mining, analysis and
modelling facilities in their repayment compliance programs. A particular area of attention is in the use of
data technologies to bring otherwise disparate data sets together for the purpose of supplementing existing
repayment risk processes as outlined in the UK example in Box 10 below.
Box 10. UK data management

In the Income Tax regime greater use is being made of a tool (Connect) to undertake additional data matching from
a wider data set to supplement the initial risk checks in the processing computer system. They are also exploring
how this tool can enhance repayment checks in the VAT system. This is being reviewed to see the potential for use
in other regimes. This tool stemmed from realising that HMRC had come to hold data that could be used to detect
fraud but which was not held in the main IT systems that processed returns and claims. Instead, it was held in a
variety of other databases, such as records of payments made under deduction of tax, financial reconciliations, or
records of HMRC interventions.
Value Added Tax
78. Whilst credits arise and are recorded by a third party supplier, it is not generally the case that
such low level information is routinely available to revenue bodies. Consequently, VAT repayment risk
identification efforts in relation to taxpayer behaviour are more heavily reliant on drawing out risk
characteristics from:
 VAT registration activities
 VAT repayment transactions, and
 a view of the taxpayer‘s compliance history.
An exception is the introduction of the e-Tax Invoice system in Korea; however this is unique to
Korea and not readily adaptable into other jurisdictions.
79. The frequency with which VAT returns are required to be lodged enables taxpayer history to be
built up quickly. However, the life-cycle of a business often sees VAT repayment claims being generated
early in the life of a business entity. It is likely that this is the reason that most countries with VAT have
particular regard to new business and ‗first‘ refund risks.
Box 11. Ireland, VAT and new business
Revenue has a number of walk-in centres/one stop shops that offer the full range of assistance to the customer.
Each District has a ―New Customers‖ Unit for business to which all registration forms for income tax, corporation tax
and VAT are directed. This unit:
 validates the registration and updates the Revenue file

 visits the trader/company if requested
 provides detailed assistance on tax entitlements and obligations
 attends national trade shows.
Newly registered taxpayers attract a higher risk rating in their REAP risk analysis system, pending the development
of a compliance history with Revenue.
Aligning repayment compliance treatment and compliance behaviour
80. Participating revenue bodies commonly make use of a compliance model. These models assist in
describing differentiation and treatment of taxpayers according to risk. They accommodate the wider
philosophy of self-assessment and voluntary compliance and are based on the assumption that the majority
of taxpayers act honestly and should be treated accordingly. An adaptation of a compliance model
approach to the repayment environment is illustrated at Figure 2.
Figure 3. Compliance model adapted from ATO Chief Knowledge Officer Risk Archetypes
Mapping of Archetypes to the Compliance

Pyramid & Refund Risk Treatments
Pre Issue
Treatment
6 Serious Evader
5 Game Player
4 Maximiser
Post Issue Convenience
Treatment Mainstream 2 3
1 Civic Ethic Pre File

Treatment
An Illustrative Archetype Schema
Behaviour Differentiation
Arch
1 Always does the ‘right thing’ Expedite, reward and avoid
etype unnecessary contact
Civic Ethic
Archetype Generally does the ‘right Focus on reminders and help,

2
Mainstream thing’, but not always give latitude
Archetype Often late or mistaken in Focus on reminders, automatic

3
Convenience meeting obligations options and third party help
Archetype Persistently seeks maximum return Educate on risks and encourage to

4
Maximiser but within the law stay within the law
Archetype Repeated testing of legal and Clarify boundaries and pre-empt

5 where possible
Game Player
administrative boundaries
Archetype Serious or repeated failure to meet Apply full force of the law and
6 obligations under the law
Serious Evader
restrict channel choice
81. As shown, pre-issue treatment of repayment risk primarily focuses on dealing with the most
serious of taxpayer repayment behaviour. Post-issue repayment treatments are centred on the mitigation of
more general repayment non-compliance of taxpayers. Pre-file treatment, often in partnership with allied
service initiatives, is predominantly aimed at those taxpayers at the lower end of the repayment compliance
model.
82. A number of common risk drivers affecting the effective administration of repayments were
identified. A list of key risk drivers relevant to repayments is provided in Box 12.
Box 12. Common drivers of repayment risk
Business
 Industry or occupation type.
 New businesses and taxpayers.
 New industries without a clearly understood/developed business model.
 Cash economy industries.
Industry
 Electronic environment - on-line lodgment and new technology.
 Administration robustness, especially structures, policy and information issues.
 Revenue bodies strategic directions and priorities.
Sociological
 Demographic flows, especially migrant populations and associated laws (eg EU laws on free movement
of labour).
 Third party influence.
Economic
 Economic conditions, especially financial hardship –also consider good economic conditions.
 Legal complexity and a lack of knowledge. Confusion around law or responsibilities, or law not delivering
on intent.
Psychological
 Changes in opportunity.
 Behavioural shifts – taxpayer risk appetite, tax officer integrity.
Repayment Risk Mitigation Strategies

83. It is apparent from compliance strategies implemented that a significant shift is occurring toward
a ‗whole of regime‘ approach, supported by smarter use of technology. For example, participating revenue
bodies are seeking to enhance their technology systems to support detailed risk identification and
assessment pre-filing of returns and pre-issue of refunds to minimise the risk to repayment accuracy, and to
enable enhanced case selection techniques to be utilised.
84. Box 13 below sets out an overview of the key strategies being implemented by the participating
revenue bodies to mitigate the impacts of fraudulent and erroneous behaviour.
Box 13. Examples of strategies to mitigate risks

Pre-filing of return
 Enhanced strategic planning and risk assessment.
 Publicly identifying non-compliant taxpayers.
 Pre-filing advice to taxpayers and education strategies.
 Increased access to and timeliness of third party data as data validation capabilities.
 Increased use of electronic services & technology (incl. automated processes & pre-filled returns.
Pre-processing of refund
 More sophisticated repayment risk filters with enhanced technology enabled tools.
 Whole of process focus involving pre and post compliance activities.
 Improved pre-issue and pre-file compliance processes directed at enhancing registration, identity
verification and authentication.
Post-refund
 Post-refund audits and reviews.
 Post-refund performance measurement and feedback into learning circle.
Applying Risk Mitigation Strategies
Pre-filing of return
85. Repayment risk mitigation strategies used include:
 use of legislative and policy reform
 registration verification
 broad cross-sector education, and
 targeted specific information and advice.
Pre-file strategies in particular are rarely aimed at mitigation of repayment risk alone but are more
likely to be aligned to broader education and compliance aims.
Legislative & Policy Treatments
86. Legislative change is often a costly and less timely response option to address compliance or
service issues. Consideration of the external legislative context requires review of existing legislation to
identify weaknesses and threats that may need to be addressed or mitigated through administrative
practices.
87. A number of participating revenue bodies reported legislative reforms aimed at treating risks
associated with their repayment environments. The use of legislative treatments is usually associated with
attending to significant issues that have not responded to or are unable to be satisfactorily mitigated with
administrative or compliance improvement. Some recent examples provided by the participating revenue
bodies are provided in Boxes 14 and 15 below.
88. Whilst recommending changes to legislation does represent a legitimate compliance approach for
revenue bodies, this information note concentrates on administrative rather than legislative solutions.
Personal Income Tax Legislative Reforms
Box 14. Legislative reform in Personal Income Tax
Australia
The Australian government announced initiatives in their 2010 budget which, from 1 July 2011 enable individuals to
claim a standard deduction of $500 for work related expenses and costs of managing their tax affairs. In 2012-13 and
later years the amount will rise to $1,000. Taxpayers with expenditure above these amounts will continue to be able
to make claims in the usual manner.
The measure will provide taxpayers with the opportunity to file a simplified return where it suits their circumstances.
Ireland
Ireland recognises that a Tax Relief at Source policy/process reduces the number of refund claims received so that
more attention can be given to verifying claims. The system introduced allows credit for Ireland‘s most common
credits (those associated with mortgage loans and medical insurance payments) to be given to the taxpayer at
source.
Mortgage lenders and medical insurers apply the relevant credit at the time the payments are made by taxpayers.
This facility reduces the burden on both the taxpayer and Revenue. It also improves taxpayer compliance for these
common credits.
USA
The Workers Homeownership Business Assistance Act (WHBAA) of 2009 signed by the President on November 6,
2009 requires tax preparers who file 10 or more returns to file electronically.
Value Added Tax Legislative Reforms
Box 15. Legislative reform in Value Added Tax
Netherlands
In the summer of 2009 a possible carousel fraud regarding the trade in CO 2 rights was brought to the attention of the
VAT Fraud Agency. The market for trade in CO2 rights had risen sharply. In co-operation with the business sector,
other EU-member states and all bodies concerned in the NTCA and the Ministry of Finance, trends in this trade were
researched and a risk analysis was made.
This led to the implementation of the reverse charge mechanism for VAT on this trade. This decision was approved
by the State Secretary for Finance within a few weeks of the matter being raised.
Spain
Law change to combat industry segment risk in VAT: The scrap market industry had been identified as a high
risk segment for VAT. Specific compliance attention and treatments were employed to deal with the risk but
ultimately it was determined that a change in the law was a more appropriate solution. The law was amended to
change the ‗taxable person‘ for VAT transactions.
Registration Compliance Strategies
89. The emphasis of establishing taxpayer identity in revenue bodies‘ detection and treatment of
repayment risk reflects the incidence of identity fraud and new registrants as a common risk concern.
Initial registration and maintenance of registration records are being tightly integrated into risk strategies as
methods of detecting and mitigating repayment risks before a claim is filed.
90. All participating revenue bodies report having strong initial registration regimes in operation,
particularly for individual taxpayers. To varying degrees revenue bodies establish and maintain links
between businesses and individual taxpayers associated with them. In personal income tax identifying
relationships between individual taxpayers is routinely leveraged to support validation of eligibility for
offset and deductions associated with partner, dependent or family unit arrangements.
91. In addition to those direct, clear and definitive relationships between registered entities, the
ability to identify or infer less obvious relationships between entities is an increasingly important capability
of particular focus for compliance risk management. Particularly in the operation of VAT, the ability to
identify or infer relationships between seemingly independent businesses is a considerable aid in fraud
detection efforts.
92. Reliable registration risk assessment processes support the operation of registration compliance
strategies. For example, Canada‘s GST Enhanced Registration Review (GERR) is an example of one such
registration risk screening approach18. The UK also operates a risk based screening process for
registrations including the selected use of requiring a financial guarantee or shortening the VAT filing
period for taxpayers.
Encouragement to operate within the law
93. Targeted strategies prior to the filing period, or at the time of filing, are used to encourage
taxpayers to operate within the law by filing complete and accurate returns. They are more commonly used
in personal income tax and are often not specific to addressing repayment risks. For example, Australia
issues letters to specific taxpayer groups identified (from previous returns or third party information) as
having income or possible deductions in areas identified as compliance risks (rental property, work related
expenses, capital gains or losses etc).
94. The US Frivolous Filer Program (Pre-Refund) operates to identify returns that match frivolous
filer schemes. First time frivolous filers are sent a letter explaining penalties and other consequences of
frivolous filing and given an opportunity to file a compliant return. Those that do not file a compliant
return have the penalty assessed. Injunctions and criminal prosecution are pursued against those who
promote frivolous filing schemes that evade tax.
Pre-Issue Compliance Strategies
95. Participating revenue bodies are moving to more automated systems for the selection of tax
repayments for differentiated pre-issue treatment. These systems leverage opportunities of pre-filling,
electronic filing and the payment of refunds through electronic funds transfer to reduce the incidence of
error in the preparation and filing of claims. The compliance benefits of this trend include reducing the cost
for taxpayers in preparing the return and minimising the risks for taxpayer error. However, it is recognised
that:
18
OECD Information Note ‗Developments in VAT Compliance Management in Selected Countries (August
2009)‘
―There is a delicate balance between facilitating increased access to services and the need to ensure
identities and access are verified at the various entry points to prevent potential false registrations
and limit the potential for fraudulent refund or entitlement claims.‖ 19
96. Once filed, returns are scrutinised for signs of repayment compliance risk, using multi-factor risk
models and return detail focused risk models (aimed at identifying risk areas within filed returns, or by
comparison of stated information against third party information). Selection of cases for review or audit
then occurs, based either upon the risk criteria developed in the pre-lodgment stage or by reacting to a new
trend in the filing data. The identification of new risks will result in adjustment to strategies.
97. The specific detail of participating bodies‘ repayment risk models is sensitive information. There
are some underlying common approaches and areas of innovation indicating the broad direction of
improvements and innovations in repayment compliance strategies. The OECD Report on Identity Fraud:
Tax Evasion and Money Laundering Vulnerabilities presents ‗red flag indicators‘ which countries use to
detect possible cases of tax evasion involving identity fraud. Many of these are directly relevant to the
detection of repayment fraud.
98. When identifying repayments that present a risk revenue bodies consider the range of
perspectives in the following schema (Figure 3)20. In tuning their selection criteria, revenue bodies expand
the perspectives that are brought into consideration. They also leverage data technology to more efficiently
manage and combine the corresponding increasing range and diversity of information.
Figure 4. Schema of Repayment Risk Perspectives
Taxpayer
Identity
Taxpayer Transaction
Population Pattern
Intermediary Repayment
Compliance Transaction
Taxpayer
Compliance
19
‗Organisation for Economic Co-operation and Development, Managing and Improving Compliance:
Recent Developments in Compliance Risk Treatments, Forum on Tax Administration, Information Note,
March 2009,‘ p21.
20
Refer to Annex 4 for more detailed outline of Repayment Risk Perspectives
99. The Transaction Pattern perspective has increasing importance in revenue bodies‘ efforts to
detect organised high volume, low value fraudulent claims. In particular the use of technology and
advanced data analysis tools are enabling close to ‗real time‘ detection solutions to be employed. These
provide the ability to monitor for known signatures, detect and rapidly learn ‗new‘ behaviours as they are
applied. (See Boxes 16 and 17 hereunder.)
Box 16. Australian Repayment Risk Mitigation Developments
Personal Income Tax

Australia reports a number of advances in repayment risk detection across the Taxpayer Identity and Transaction
Pattern perspectives. A hybrid signature detection model (combining business expert and analytical models) has
been very successful in identifying pre-issue instances of personal income tax repayment fraud associated with
identity theft. It also yields high confidence results of instances of unregistered preparers and potential refund
skimming. This pre-issue personal income tax detection facility is complemented by the operation of post-issue
Network Detection Models. These identify and surface common behavioural risk signatures which are used to re-
tune the pre-issue components.
Advances in group fraud pattern detection routines have also been implemented in Australia‘s pre-issue personal
income tax repayment operations. These work in harmony with the identity risk methods but are aimed at identifying
group patterns of anomalous claims.
Value Added Tax (Goods & Services Tax)

Australia has also made additional investment in GST refund fraud detection and related risk processes – during the
2010 fiscal year enhancements to its repayment Risk Rating Engine yielded a doubling of its detection success rate.
In a recently announced program, further investment is being made into early detection of fraudulent GST
registrations and the incorporation of a pre-file registration compliance strategy.
Box 17. US Repayment Risk Mitigation Developments
USA – Repayment Risk Mitigation:
 Improvement of business rules and data mining formulas to decrease the number of legitimate refunds
delayed by compliance processes.
 Receipt of third party data earlier in the filing season and automation of processes currently performed
manually to decrease the time it takes to resolve a non-compliant refund claim.
 Development of the Return Review Program (RRP) will modernise IRS‘ ability to identify fraud and other
forms of non-compliance before the refund is released via the use of third party data matching, business
rules and algorithms.
 Development of new treatment streams, such as obtaining Math Error Authority from Congress for certain
situations that resolve pre-refund compliance issues quickly.
All of these improvements were/ will be made to reduce the burden of compliant taxpayers who may currently be
subject to pre-refund compliance treatments, and to enhance the IRS‘ ability to detect and resolve fraudulent and
non-compliant refund claims before refunds are issued. Their research function is currently analysing data from
returns that have been determined to be fraudulent or non-compliant to enable IRS to identify particular segments
that show similar patterns of non-compliance
A study of patterns of non-compliant claims for the Earned Income Tax Credit showed patterns based on geography.
The Earned Income Tax Credit office has also identified certain professional tax preparers that file a high percentage
of non-compliant returns with respect to the Earned Income Credit.
100. Taxpayer compliance history is a perspective incorporated into repayment risk treatments. In
support of detection, taxpayer‘s compliance history is incorporated as a factor in approaches such as
described by Canada in Box 18, below. Australia, Turkey, The Netherlands and Spain (refer Box 19) also
report using taxpayer compliance assessment as a mechanism for identifying compliant taxpayers who are
exempted in full, or part, from being subject to pre-issue repayment treatment. This rewards those
taxpayers with a potentially faster repayment service and permits revenue bodies to focus on claims from
the remaining population.
Box 18. Canada Repayment Risk Mitigations
In general terms, a scoring system is invoked during the initial assessment to measure the risk associated with each
return. The scoring system uses many criteria that subject matter experts develop.
Through the interrelationship of these criteria, a score is assigned to specific deductions and credits in each return; a
taxpayer's compliance history also affects the score. Returns are sorted by categories with each of the deductions
and credits that the program verifies and each of the four ways or modes of filing (paper, EFILE, NETFILE,
TELEFILE) representing a category.
The Risk Model is used to determine the number of reviews conducted in each category.
Box 19. Spain Repayment Risk Mitigations
The extensive control consists of mass control measures based on information available in tax databases and
backed by a powerful computer support system, which perform an analysis of all tax returns, especially during the
annual campaign - in the case of personal income tax, this is developed from April to September for the refund
returns. The validation process is quite integrated and diversified, based on filters that work automatically on data
updated on a continuous basis.
The selective control consists of specific checks on those returns/taxpayers that, based on a number of objective
criteria, are deemed as likely to avoid their tax obligations or even request returns improperly.
There is an Annual Tax Audit Plan that sets out risky taxpayers. The selective control is also applied to returns from
the massive control.
101. The role played by formal intermediaries in the filing of repayment claims varies considerably
across participating countries and tax types. However, those revenue bodies with a significant exposure to
intermediaries bring that perspective into consideration in repayment compliance strategies generally, and
pre-issue treatments more specifically. The Netherlands report implementing ‗horizontal monitoring
agreements‘ with tax intermediaries. This involves assessing the intermediary‘s internal processes in
relation to the tax returns they prepare. If NTCA are satisfied they provide a ‗green lane‘ for the processing
of these tax returns with reduced frequency of checking and lower levels of scrutiny.
Post-Refund
102. Post-issue verification activities are based on multi-factor and return detail case selection
techniques. By comparison to third party information and intelligence gathered at this point in the cycle,
revenue bodies revise their pre-file and pre-issue compliance strategies, treatments and case selection
settings for the following filing period.
103. Ireland, UK and Canada (refer Box 20) report the use of random sampling as a component of
their tax repayment compliance risk management actions21. This is in addition to the normal flow of
information generated from post-issue compliance activities. The benefit derived from random sample
programs is an unbiased measurement of the repayment risks of the filing population. There is an
acknowledged cost to both revenue bodies and to taxpayers impacted by the random program.
Box 20. Canada and use of random sample

There are two components of the Processing Review Program: Random Sample reviews and targeted Compliance
workload reviews. Annually, statisticians conduct an analysis of the random sample results on about 80,000 returns.
Random samples allow the CRA to make estimates about the larger population of filers based on what is learnt from
the sample. It should be noted that the use of a random sample reduces the costs of data collection. A comparison
between the results of the different types of reviews allows the CRA to identify potential areas for improvement to
their risk scoring.
Evaluating compliance outcomes
104. Participating revenue bodies all reported close monitoring of their repayment environment,
associated compliance activities and results. The standard approach adopted is to track trends in volume
and value of repayments over time, often complemented with market, industry or occupation sub-segment
analyses.
105. Results from repayment compliance activities are consistently tracked for trends in the volume of
repayments at risk identified, the proportion of adjusted claims (or non-adjusted) and associated value or
yield generated from each program (refer example in Box 21). Ireland (see Box 22) and Canada, who
operate a formal random audit program, use the outcome from that activity to evaluate the currency of
identified risks and the alignment of their mitigation efforts.
Box 21. USA—Evaluation of repayment risk strategies

Examination (Post-Refund)
 For post-refund risk management, a metric called the no-change rate is used. The numerator is the number
of audits that result in no change to what the taxpayer originally reported, the denominator being the total
number of audits. Audit results are tracked on a monthly basis, and if the no-change rate increases,
Headquarters staff determines the root causes (training, selections, etc) of the lower rate of audit results.
Outcome measures
 For filing season 2009 the IRS identified 280,216 fraudulent returns with false withholding and deleted
192,104 of them. Corresponding refunding identified was $1,909,762,784. Refunds deleted were
$1,437,911,310.
Trends in the rate of detection over recent years
Fraudulent returns and refunds (with false withholding) identified and stopped (Processing Years 2006 -2009)
Processing Number of Number of Amount of Amount of
Year Fraudulent Fraudulent Fraudulent Fraudulent
Refund Returns Refund Returns Refunds Identified Refunds Stopped
Identified Stopped ($) ($)
2006 52,255 35,523 $271,180,566 $188,715,519
2007 240,406 189,915 $1,467,762,110 $1,203,795,853
2008 380,656 306,128 $1,959,992,377 $1,683,912,973
2009 457,369 369,257 $2,988,945,590 $2,517,094,116
Source: Draft TIGTA analysis of IRS data, verified by CI except for 2006 (from Draft TIGTA report: Interim Results (March
24, 2010) of the 2010 Filing Season, Figure 6).
21
OECD Information Note ‗Developments in VAT Compliance Management in Selected Countries‘ (August
2009)
106. In the UK, HMRC employs tax gap measurement in support of their overall administration of
VAT (see brief description in Box 22). Outcomes of assessment and associated repayment trends are used
to contribute to a macro level of evaluation.
Box 22. United Kingdom—Evaluation of repayment risk strategies
Tax Gap
HMRC adopts a process of customer segmentation and has made an assessment of the tax gap by customer
behaviour (estimates of around £40bn, around 8% of total tax liability). The main components are: evasion, hidden
economy, criminal attack, avoidance, failure to take reasonable care, error, non-payment and large business
technical.
There is a specific business unit, Risk and Intelligence Services (RIS), to understand and manage the risks to
taxation. They gather information and intelligence from within and outside the UK. This is analysed, risks and threats
assessed, and leads to risk and intelligence products for HMRC‘s internal partners, including a single HMRC
national risk overview. Risks relating to repayments are included where appropriate in this approach.
HMRC track the percentage of interventions that produce tax yield, distinguished by types of taxpayer and types of
intervention. The nature of repayment error and fraud makes it more difficult easy to provide reliable and effective
information around actions aimed at curtailing it.
HMRC monitor trends in repayments by a variety of criteria (eg absolute value, numbers, distribution by value and in
some regimes by trade sector or location). This includes reviews of intelligence (both sensitive and other) and third
party information (such as reports from financial institutions of potential money laundering).
Ireland
Recently deployed an enhanced performance and monitoring system which records the outcome of verification
checks implemented for personal and corporate income tax refunds processing as part of the Lean Six Sigma
review. This monitoring system should, in time, inform an assessment of the effectiveness of our operational risk
detection processes.
Repayment Service
107. Refund service delivery encompasses the process from determination of taxation repayable to
verification of refunds subsequent to issue and imposition of penalties. The key step in this process, where
the community is concerned, is the payment of the refund to the taxpayer, however the service process
includes steps prior to and following this.
108. Figure 4 represents the scope of the repayment process. It illustrates the significant overlap of the
repayment service period and associated pre-issue repayment risk activities. This overlap is the potential
source of tension in repayment systems - between the timely provision of service (service period) and the
compliance interventions generated from pre-issue risk mitigation activities.
109. Between filing or claim cycles there is a time period available to the revenue bodies to undertake
post issue risk assessment activities and preparatory work in anticipation of the next filing period. Where
the filing, or claim, cycles are shorter, (for example, VAT compared with PIT) it imposes further
constraints on the capacity of revenue bodies to identify and respond to changes to maintain contemporary
repayment settings between cycles. Similarly, reductions in the service period resulting from
improvements in service delivery, including electronic filing and processing, could further increase the
pressure on revenue bodies‘ pre-issue repayment risk capabilities.
Figure 5 - Repayment process cycle
FILE
REFUND ASSESS
110. The effective management of repayment service delivery, across all tax types, hinges on three
key factors: 1) reducing the barriers for taxpayer engagement with revenue bodies; 2) the timely payment
of refunds to the community; and 3) certainty of repayment.
111. The ease of engagement is increased by streamlined filing and repayment processes and is
consistent with the generally held view that making processes easier and cheaper for taxpayers has a
positive influence on their voluntary compliance. It is reasonable to propose that the less intervention or
manual processing required in the repayment process, the more expedient the delivery of repayment to the
taxpayer.
‗Revenue bodies‘ plans give primary emphasis to reducing taxpayers‘ compliance burden, with
improved operational efficiency as a clear secondary goal; a clear majority of revenue bodies
signalled increasing the range, quality, and take-up of their Internet-based services as their number
one priority.‘22
112. The presence of verification activity prior to the issue of repayments (all participating revenue
bodies reported this as a feature of their repayment systems) adds potential to adversely impact the
timeliness of the repayment service, and in some instances generate additional interactions.
113. In respect of certainty, the service reputation of revenue bodies is impacted by the accuracy of
their interactions with the community. In order to maintain confidence levels and meet community
expectations, revenue bodies aspire to minimise inaccuracies in the distribution of repayments.
114. The matrix model below in Figure 5 provides a simple illustration of the relationship between
costs of compliance and administration, standard of service, level of interaction and potential impact on
voluntary participation. It demonstrates that as the cost of compliance for taxpayers and level of
administration required increase, the impact to service delivery will increase and voluntary participation
will decline.
22
‘OECD Survey of Trends and Developments in the Use of Electronic Services for Taxpayer Service
Delivery, March 2010,‘ pg 5
Figure 6. Balances in interaction and cost in repayments administration
Cost of Compliance
Low High
High LOW level of interaction HIGH HIGH level of interaction with

Cost of administration HIGH cost of administration
Low service &

Moderate service &
low voluntary
medium voluntary
Cost of participation
participation
Administration
Efficient service & Moderate service &
high voluntary medium voluntary
participation participation
Low
LOW level of interaction and HIGH level of interaction and

LOW cost of administration LOW cost of administration
115. Whilst participation and service levels are enhanced through the implementation of strategies and
service channels which simplify the administrative burden on taxpayers, the opposite impact is that
opportunity for misuse is also increased. The majority of participating revenue bodies report that electronic
filing services are increasingly the targets for more organised and larger scale fraud threats. Common
security mechanisms include electronic filing services with high strength authentication requirements, via a
known trusted third party and/or secure channel.
Repayment Service Delivery and Performance
116. At the basic level, a common service deliverable noted by the revenue bodies is providing
taxpayers with ready access to information and assistance. The use of technology provides opportunities
for improving taxpayer accessibility to that information. Revenue bodies are able to pursue further
opportunities for providing more tailored information (information specific to taxpayers‘ circumstances)
and services and ultimately integrating service and compliance improvement efforts through technology
enabled channels.
117. Key benefits derived from the use of electronic filing and processing methods are improved data
accuracy and an increase in the proportion of returns not requiring manual intervention. Additionally return
data is provided in a form that enables more efficient validation and verification processes.
118. Some innovative uses of electronic channels were presented by revenue bodies including:
 the ability for taxpayers in Spain to confirm acceptance of the revenue body prepared income tax
assessment via SMS, and
 taxpayer portals such as the Canadian online service ‗My Account‘ allowing individuals to track
their refund, view or change their return, check their benefit and credit payments and set up direct
deposits.
119. Some revenue bodies indicated differentiated service standards based on filing and payment
channels in an attempt to persuade taxpayers to take up electronic services. It is recognised that the shift to
electronic services generally allows improvements in service delivery and also proves to be more efficient
and cost effective for both the tax regime and the taxpayer. Some revenue bodies administer a set of
incentives to encourage e-filing usage (refer Table 9).
Table 9. Trends in taxpayer service delivery using new technologies
Country with Incentives or inducements introduced or planned

electronic Reduced Mandator Free use On line
filing Faster Longer return y of filing help Mail out Monetary
take-up refunds filing data software facility promos incentives
>30%
Australia      
Canada   
Ireland     
USA      
Source – abridged Table 18 ‘OECD Survey of Trends in Taxpayer Service Delivery Using New technologies (2005)’
120. A number of participating revenue bodies offer significant variations in the service levels
attributable to filing channels. As illustrated in Table 13 (at para. 145), Australia, Canada, Ireland and the
USA have implemented distinct service standards for paper and electronic filing, with considerably earlier
finalisation expected for electronically filed returns and all show increases in the take-up rate of electronic
filing services (Refer Annex 2).
121. Australia, France, Ireland, The Netherlands, Spain, Turkey and USA have mandated electronic
filing for some segments of their return filing taxpayer populations (Table 10). Australia, Canada, Ireland
and the U.K. have indicated an intention to further expand mandating over the next three years (Table 11).
122. Taxpayer segments targeted for mandating electronic filing are usually large and/or business
taxpayers indicating an approach driven more by revenue collection than repayment benefit. However,
these sectors may also have greater technology capability in use in their normal business operations
enabling an easier transition to electronic filing (refer examples in Box 23 and more elaborated details at
Annex 3).
Table 10. Existing mandatory electronic filing requirement

(e-filing is mandated for these return/report types in 2009—yes ())
rd
Country Personal Corporate VAT Employer Other 3 party reports
income tax income tax income reports
Australia - -  - -
Canada - - -  
France -   - 
Ireland -    -
Korea - - - - -
Netherlands -    
Spain -    -
Turkey     
UK - - -  -
USA -  -  
Table 11. Return/ report categories to be newly mandated in next 3 years
rd
Country Personal Corporate VAT Employer Other 3 party reports
income tax income tax income reports
Australia -  -  
Canada -  - - -
France - - - - -
Ireland - - - - 
Korea - - - - -
Netherlands - - - - -
Spain - - - - -
Turkey - - - - -
UK -   - -
USA  - - - -
Abridged extracts from ‘FTA Survey of Trends and Developments in the Use of Electronic Services for Taxpayer Services Delivery
March 2010’
Box 23. Mandatory electronic usage
Australia: VAT (GST) – businesses with a GST turnover greater than $20 million must report and pay GST
electronically every calendar month.
Canada: Recently announced mandatory electronic filing requirements for GST/HST filers – initially targeted to a
select group, most of whom have reliable internet access. For those who don‘t, the requirement is to file
―electronically‖ which includes an option to file over the telephone.
France: Mandating for businesses with large turnover to deal electronically. In October 2010 the turnover
threshold above which VAT returns and payments must be electronic will be reduced from €760,000 to €500,000
then to €230,000 in October 2011.
Ireland: Introduced mandatory e-filing and e-paying (including mandatory repayments by electronic means) for
larger companies and all public bodies. There are plans to extend the mandatory regime in 2011. Repayments are
made by EFT for all corporation tax cases, VAT cases, mandatory e-filing cases and is currently a voluntary option
for all other taxpayers.
The Netherlands: Compulsory for VAT taxpayers to send their VAT return electronically.
Spain: Electronic submission is compulsory for monthly VAT refund system, large enterprises, public and private
limited companies. The return to declare intra-communitarian acquisitions and deliveries is also compulsory in
cases that contain over 16 entries.
United Kingdom: From April 2011, all corporation tax returns will be delivered on line with electronic payments.
The longer term aim is by 2012 to have universal electronic filing of tax returns from businesses and IT literate
individuals.
USA: Congress has established goals for the percentage of returns filed electronically. The Workers
Homeownership Business Assistance Act (WHBAA) of 2009 requires tax preparers who file 10 or more returns to
file electronically.
Income Tax Repayment Service Delivery and Performance
123. With income tax in general, service pressures are exacerbated during peak annual filing periods.
To the extent that revenue bodies are able to offer taxpayers staggered filing due dates they may be able to
distribute or smooth out their peak workloads. However, taxpayers expecting a repayment outcome from
the filing of their return are likely less influenced by the filing due date than by the choice of the earliest
and most convenient opportunity to file a claim. Consequently, repayment claims are likely over-
represented in revenue bodies‘ seasonal peaks early in the filing period and pose a challenge to revenue
bodies meeting repayment service standards during that period.
124. Service pressures may also be influenced by the size of the repayment. As illustrated in Figure 6
those countries which have on average lower value repayments (refer Table 1) generally have
comparatively longer service periods. There are a few exceptions to this, particularly The Netherlands.
125. Direct comparisons of the revenue bodies‘ income tax repayment service standards are not
sufficient to distinguish between higher and lower service levels. Present in the operation of a number of
the participating countries income tax regimes is a period between the end of a fiscal year and the earliest
date that returns can be filed or commencement of processing of repayments. The term ‗repayment service
period‘ is used to define the combined timeframes.
126. Figure 6 illustrates combined timeframes of the participating revenue bodies‘ ‗repayment service
period‘ as it would present at the end of a fiscal period (Day_0).
 USA and Spain have defined periods after the end of a fiscal year before taxpayers are permitted
to file.
 Korea and Canada have prescribed periods before they commence processing of filed claims.
 The Netherlands has a distinct period before they commence issuing repayments; final claims are
made in tax returns which are due before 1st of April. Whoever files before 1 April will receive
notice of repayment before 1 July.
Figure 7 - Personal Income Tax Service Period Comparison
Earliest filing to refund timelines - personal income tax
United States
United Kingdom
Spain
Netherlands
Korea (PIT)
Ireland
Canada
Australia
Days
0 20 40 60 80 100 120 140 160 180 200
Days
End of financial year to filing Filing to processing Processing to payment Payment period
127. As shown there is considerable diversity in the character and duration of notional repayment
service periods across participating revenue bodies. Canada and Korea (personal income tax) provide
taxpayers with access to file claims immediately after the end of the income year but do not commence
processing immediately.
128. The period between the end of the income year and the earliest date of commencement of
repayment processing provides revenue bodies with an opportunity to prepare and gather data and
information to increase the certainty and accuracy of repayments. Spain reports that this period is critical to
ensure their comprehensive collection of relevant withholding and other third party data necessary to
support the generation of revenue body prepared assessments and validation of claims.
129. Taxpayers in the United Kingdom, Ireland and Australia are able to file immediately after last
day of the income year, when their respective processing cycles commence.
VAT Repayment Service Delivery and Performance
130. VAT regimes generally demand shorter repayment service standards. This is due to the increased
frequency of filing and the direct impact of VAT repayments on business cash flow. In the majority of
instances participating revenue bodies report the average value of VAT refunds being larger than those in
the personal income tax regime adding further pressure.
131. The majority of the participating revenue bodies operate VAT registration thresholds. In depth
discussion of the choice of thresholds and selection of appropriate settings is outside the scope of this study
but references in Box 24 reflect the views as expressed in International Tax Dialogue 2005 Background
Paper ‗The Value Added Tax Experiences and Issues‘ and International Monetary Funds Working Paper
‗VAT Refunds – A Review of Country Experience‘.
Box 24. VAT Registration Thresholds

The level of the threshold at which registration for the VAT becomes compulsory is a critical choice in the
design and implementation of the VAT. Experience suggests that many countries have tended to set the threshold
too low, putting themselves in considerable difficulty when their tax administration is found to be insufficiently
developed to administer a large VAT population. (Pg16)
There is considerable variation across countries in the level of the VAT threshold, ranging from a few
thousand dollars to over US$200,000. Even within the European Union, where there is a common legal framework
governing the VATs of Member States, the threshold levels vary from zero to approaching US$100,000. There is also
significant variation in the form that thresholds take and in the extent and nature of related measures. In addition to
the most common case of a single threshold, variations include: different thresholds for different activities; sliding
adjustments to the tax liability of entities below the threshold to smooth the discontinuity around the threshold; and the
application of simplified schemes, such as a presumptive tax, to the smaller traders below the threshold. (Pg16)
A tax authority’s ability to administer the VAT effectively—including the processing of refund claims—is
influenced by the level of the threshold for compulsory registration. Experience suggests that many countries
have tended to set the threshold too low, finding themselves in difficulty when the capacity of their tax administration
is found to be insufficient to manage the number of registered taxpayers. A recommendation frequently made by FAD,
therefore, is to regulate the number of VAT taxpayers (by adjusting the VAT registration threshold) at a level that can
be realistically managed by the tax administration. This means that, where administration is weak, a high VAT
threshold should be maintained until such time as the tax authority‘s capacities are developed to enable it to
administer a larger number of VAT taxpayers in a self-assessment environment (i.e., until such time as the tax
authority is organized appropriately, has adequate resources and systems, and has established effective enforcement
and service programs). (Pg24)
The number of VAT payers should be kept at a level that can be realistically managed by the tax
administration. A high VAT registration threshold should be maintained until the tax authority is sufficiently
developed to administer a larger number of VAT payers and refund claimants in a self-assessment environment.
(Pg35).
132. In context of VAT repayments, the impact of a registration threshold minimises the number of
registrants and consequently has a positive influence in reducing the likelihood of repayment risk.
However, businesses operating below any compulsory registration threshold are often able to voluntarily
register. It is reasonable to conclude that those expecting repayments have a greater incentive to do so.
133. The majority of participating revenue bodies administering VAT use differentiated frequency of
filing (bi-monthly, monthly, quarterly, annually). Generally, large businesses are required to file more
frequently than small. It is likely the settings are more heavily influenced by VAT collection than
repayment. However, in the context of VAT repayments, different filing frequencies can reduce the
number of refunds and consequently provide some reduction in associated repayment service pressures.
134. VAT filing requirements vary across the participant countries. A summary is contained in Table
13. As an example, when comparing the United Kingdom and Canada VAT registrants relative to their
respective populations (almost 61 million (U.K) and 33 million (Canada) the influence that registration
thresholds have on the number of VAT registrants and potential repayment claimants is apparent.
135. The frequency of return filing requirements impacts on three key components of repayment
service delivery design. In particular, the regularity of filing for VAT returns restricts the timeframes
available to revenue bodies to achieve the following:
 identify, assess and treat risks to repayments and illegitimate behaviour within timeframes which
support the achievement of requisite service levels
 ensure timely collection of VAT within policy and administrative frameworks , and
 minimise detrimental impacts on taxpayer cash flow through timely and accurate distribution of
legitimate repayments to taxpayers.
136. In Australia, the return incorporates the filing requirements for a number of business taxation
obligations including, in addition to VAT, Income Tax Withholding and Fringe Benefits Tax. Referred to
as ‗Business Activity Statements‘ (BAS) the simultaneous gathering of information to enable assessment
of multiple business taxation liabilities expedites the process to calculation, offsetting and payment of any
applicable refund amounts for these tax types. It also minimises the administrative burden to business
taxpayers.
Table 12. VAT repayment service/performance benchmarks for participating countries
VAT Number of Processing VAT returns with refunds
General VAT
registration registrants
Country return filing Benchmark Performance
threshold (m)
frequency (2007)
(€)
€52,000 2.6 90% in 14 days (92% 92.5% (95%)
Australia Quarterly
if e-filed)
Canada €23,100 2.7 Monthly 95% in 21 days 98.50%
€76,300 3.9 80% in 30 days 90% (93.4% in 2009)
France €27,000 (s) Monthly 100% in 60 days 61.7 days
(2009)
€70,000 (g) 0.3 Bi-monthly Not available
Ireland €35,000 (s)
Zero 4.5 Early refund within 15 Not available

Korea Quarterly days; Normal refund
within 30 days
Netherlands Zero 1.11 Monthly Within 6 months Not available
Zero 3.1 Spanish law Average 40 days
Spain Quarterly
establishes 6 months
UK €80,000 1.9 Quarterly 90% of correct Not available
repayments within 10
working days
USA Not applicable
Source: Abridged extract from OECD 2008 Comparative Series – Tables 19(a), 34 & 41
Repayment Education & Information
137. Participating revenue bodies have reported a significant move to electronic filing of returns. The
progression to electronic mediums is also evident in supporting the timely delivery of education and
information material to taxpayers. Whilst not a strategy specific to repayments, the enhanced provision of
information adds value to the client experience by reducing ambiguities in respect of responsibilities and
obligations. It also provides guidance in respect to the application of relevant legislation and policies. This,
in turn, expedites the repayment progress through the mitigation of risks. Examples include:
 Targeted pre-filing advice to taxpayers to influence their return preparation, for example warning
them they are in higher risk areas either by industry/occupation, and
 Published compliance plans.
138. Participating revenue bodies reported a clear trend towards targeted service initiatives directly
related to key taxpayer segments or groups. They have identified the advantages of engaging directly with
key taxpayer segments to improve service delivery by enhancing awareness, reducing errors and,
consequently reducing the risk to repayments. Common taxpayer segments included new to business, large
businesses and taxpayers represented by intermediaries.
139. New businesses are identified by the revenue bodies as requiring specific service attention due to
their limited knowledge and experience in participating in the business tax environment. The resultant
impact of this inexperience leads to a higher incidence of errors requiring attention or intervention, which
in turn contributes to delays in issuing any associated repayments.
140. The Netherlands reported operating a new business service for VAT registrants. NCTA were
faced with the number of new businesses doubling over the past four years. The NTCA seeks out
opportunities to inform, guide and advise new entrepreneurs as soon as possible and has found that this
significantly enhances their willingness to comply with their tax obligations, improving the service
delivery capacity of the NTCA. Box 25 demonstrates the NTCA approach to new businesses.
Box 25. The Netherlands new business approach

VAT
Starting a business is also an event that requires the NTCA‘s specific attention. The number of people starting a
business has almost doubled over the past four years, from 54,000 in 2003 to 102,000 in 2007. The Tax and
Customs Administration wants to inform, guide and advise new entrepreneurs as soon as possible. This
significantly enhances their willingness to comply with their tax obligations.
Tax and Customs Administration regions focused on new starters in 2008, using special initiatives:-
One tax district, for example, in cooperation with the Chamber of Commerce set up a low-threshold office near the
predominantly immigrant districts. Future entrepreneurs can register there, walk-in consulting hours are available
and thematic meetings are held about subjects such as keeping accounts.
Another tax district assesses new entrepreneurs‘ fiscal risks using criteria such as business plans and credit
worthiness. This serves as a basis for subdividing starting entrepreneurs into categories requiring varying degrees
of attention.
Throughout the past years, tax districts all over the country organised well-attended new starters‘ meetings.
Visitors received information about taxes, marketing, business planning and other subjects of importance for
entrepreneurship.
At the same time the NTCA has a strategy to visit start up companies to check for fraud risks; these visits are not
as much aimed at service but at determining risk levels (for example if the VAT taxpayer has been involved in fraud
before or if there is a signal from international sources or the Chamber of Commerce). For example visits to ―re-
start‖ companies which had previously been identified as a potential fraud risk.
Income Tax
The NTCA undertakes a large number of visits to companies, particularly start-up companies, recognising that
information in advance helps new businesses in preparing correct tax returns and saves in administrative time and
effort dealing with incorrect returns. New business is a growth area and this poses a considerable challenge for the
NTCA as the quality of their returns is often insufficient due to a lack of knowledge resulting in mistakes. Visits to
companies address issues of service provision and prevention. They are informed of their obligations and visits are
often carried out in collaboration with other parties such as Chambers of Commerce and other fiscal intermediaries.
141. All revenue bodies advised their administrations had existing departments focussed on Large
Business taxpayers (income tax and VAT). It was acknowledged that the primary purpose of these Large
Business departments was not repayment service. However, the importance of the segment and the size of
repayments generated meant the Large Business departments play an active role in supporting the
repayment process for their large business taxpayers.
Repayment Service Activities and Programs
142. All participating revenue bodies reported promoting a client service ethic in their organisation.
The philosophy is one applied broadly to general tax administration translating in the context of
repayments, to a focus on ensuring the timeliness and certainty for the taxpayer.
143. Key objectives common across revenue bodies include: 1) repayment client service outcomes
centred on timeliness and certainty in outcome; 2) transparency and accountability in repayment service
standard performance, and 3) minimising the cost of taxpayers meeting their tax obligations.
144. In order to achieve these objectives, revenue bodies reported that they pursue repayment services
that minimise barriers to engagement and improve the timeliness of repayment processes. These include: 1)
repayment process improvement; 2) targeted marketing and education; 3) implementing and enhancing
electronic filing and payment services; 4) promotion and incentives to increase the use of electronic filing
and payment systems.
145. Good repayment services are characterised by the timeliness and accuracy of repayments.
Taxpayers‘ expectations of the timeliness of refunds are influenced by the published repayment service or
benchmark standards, together with their personal experience with the revenue bodies‘ repayment systems
(refer examples in Table 13).
Table 13. Published Personal Income Tax Service Standards
Country Processing Personal Income Tax Returns Processing Personal Income Tax Returns (e-
(Paper) filed)
Service Standard Performance Service Standard Performance
90%/80% in 42 days 89.6% (2008) 82%/90% in 14 days 96.1% (2008)

Australia 91.9% (2009) 96.1% (2009)
100% in 4-6 weeks 4.1 weeks (2008) 100% in 2 weeks 1.7 weeks (2008),
Canada 4.0 weeks (2009) 1.6 weeks (2009)
80% in 10 working days; 10 days: 64% 100% in 5 working days 76% (2008)
(2008); 87% 87% (2009)
100% in 20 working days (2009)
Ireland
20 days: 84%
(2008), 95%
(2009)
Korea 100% in 30 days Not available 100% in 30 days Not available
Minimum of 3 months 99.3% Minimum of 3 months 99.3%
The (taxpayers who file before (taxpayers who file before
Netherlands 1 April will receive notice of 1 April will receive notice of
(re)payment before 1 July (re)payment before 1 July
Legislated period is 100% 27 days (2007) Legislated period is 100% 27 days (2007)
in 6 months with corporate 23 days (2008) in 6 months with corporate 23 days (2008)
Spain objective of 1 month objective of 1 month
60% of tax credit payments Not available

UK in 15 calendar days
100% in 6 weeks Not available 100% in 2 weeks Not available

USA (1 week less if direct (1 week less if direct
deposit of refund) deposit of refund)
Source: Country project data
146. The majority of published refund service standards of participating revenue bodies reflect the
time period relevant to processing those repayments which require a low level or no manual intervention or
review before they are paid (refer Box 26). This raises the potential for conflict between a taxpayer‘s
expectation of repayment service and their actual experience where their refund is delayed. This conflict
results in increased levels of taxpayer enquiry about the progress or current status of repayment claims
(increased interaction) and potential increased risk of complaint.
Box 26. Repayment Service Standard Statements
Direct quotes of participating revenue bodies‘ refund service standards that illustrate they apply to straight forward
repayments
Australia (Income Tax & GST (VAT)): If you lodge an income tax return or fringe benefits tax return, we‘ll aim to
process:
 electronic returns for individuals within 14 days of receipt in the ATO
 paper returns for individuals within 42 days of receipt in the ATO
 electronic returns for taxable non-individuals within 14 days of receipt in the ATO
 paper returns for taxable non-individuals within 56 days of receipt in the ATO.
If your return is incomplete, incorrect, needs checking or relates to a prior year, it may take us longer to complete the
process.
If you lodge an activity statement, we‘ll aim to process:
 credits within 14 days of receipt in the ATO

 electronic debits within 14 days of receipt in the ATO
 paper debits within 42 days of receipt in the ATO.
If your activity statement is incomplete, incorrect or needs checking, it may take us longer to process.
Canada (Personal Income Tax): We usually process paper returns in four to six weeks and EFILE, NETFILE, and
TELEFILE returns in two weeks. (Some exceptions apply. Please see our Web site at www.cra-arc.gc.ca/reviews/
for more information.)
Ireland (Online services): We will deal with claims for tax credits or tax refunds or offsets made through ROS within
5 working days (except where a claim is selected for routine checking).
United Kingdom (VAT): HMRC aims to authorise payment of at least 90 per cent of correct repayment returns
within ten working days of their receipt.
United States of America (Personal Income Tax): If you file a complete accurate tax return, your refund will be
issued within six weeks from the received date.
147. Service risks can be further exacerbated where revenue bodies do not have a defined service
standard for repayments subject to manual intervention or review. This appears to be the situation in the
majority of participating revenue bodies. Mitigation usually involves issuing prompt advice to taxpayers
advising that their repayment claim is under review.
148. Repayment service standards vary with the type of tax. The standards for VAT refunds are
generally higher than those for income tax reflecting the higher frequency of filing and the direct impact
they can have on business cash flow.
Electronic Functionality and Technology
149. There are two key streams in the electronic and technological service initiatives implemented by
participating countries. Specifically, they are electronic channels for service, and pre-filled returns.
150. The use of technology and electronic service to improve service delivery is common practice
among participating countries. The majority of service initiatives target general administration and
interaction with the tax system and are not specific to repayments. However, the shift to electronic services
allows improvements in the processing of returns. This improves service delivery by enabling revenue
bodies to deliver higher levels of service at a lower cost to taxpayers and to revenue bodies. This
progression was originally presented in the OECD report on electronic services and the responses received
from the countries participating in this project regarding the take up rate of electronic services.
151. At a general level, effective service delivery is reliant on the ability to provide taxpayers with
timely access to information and assistance. The use of electronic technology enhances accessibility to
information and assistance, developing capacity to provide more advanced information and services over
time, .ultimately integrating service and compliance improvement efforts.
152. Advancements in electronic filing channels have broadened the scope for interactions with
taxpayers considerably. In Spain, pre-populated returns can be confirmed over the internet, via SMS,
through a call centre or in person at their offices. Personal income tax returns can be submitted over the
internet, in banks or in public registers.
153. Similarly, the Canadian online filing service ‗My account‘ allows individuals to track their
refund, view or change their return, check their benefit and credit payments and set up direct deposits
154. The move towards electronic returns for income tax provides opportunities for achieving
compliance and integrity priorities in a timely manner, shortening the applicable service window. In
Australia, electronic returns require taxpayers to verify their identity through provision of personal details,
compared with returns filed in paper format which require verification post filing by the revenue body.
Electronic filing also allows for income tax returns filed by agents to be verified through use of their
professional accreditations and provides digital certificates to securely log onto the Tax Office systems to
file returns.
Electronic Filing for Income Tax
155. Across revenue bodies electronic initiatives implemented in respect of personal income tax
demonstrate a clear intent to progress pre-filling of personal income tax returns as a strategy to improve
service delivery. Absence of large scale withholding means pre-filling activities have limited scope for
corporate income tax populations and services.
156. The success of various revenue bodies in encouraging taxpayers to adopt electronic channels is
highlighted in Table 14 below:
Table 14. Use of electronic filing for Personal Income Tax
COUNTRY Year begun Rate of e-filing % move in e-filing e-filing target & year
2008 2003/4 2004/2008
Australia 1990 88 80 8 95(2009)
Canada 1992 54 48 6 +2%/year
France 2001 19 4 15 24(2009)
Ireland 2001 75 40 35
Korea 2004 81 35 46
The Netherlands 1996 85 80 5 100
Spain 1999 41 9 32 43(2009)
Turkey 2005 99 0 99 100
United Kingdom 2000 66 13 53 75(2010)
USA 1986 58 40 18 80
Full Tables at Annex 2
157. Participating revenue bodies, within their respective legislative environments, have implemented
initiatives to encourage the use of electronic filing channels and payment options. In advancing towards a
streamlined process which minimises administrative impositions on taxpayers, participating revenue bodies
are exploring the introduction of pre-filled tax returns. The efficacy of this approach is subject to
administrations‘ timely access to the data in order to provide it to the taxpayer.
158. The potential for electronic services to reduce costs of compliance and administration is a
significant driver of their increasing use. Those services often go through a series of iterations, each aimed
at making improvements to lower cost of compliance and administration settings. This path is illustrated in
the maturity model of pre-filling capabilities contained in the OECD Survey of Trends and reproduced
below (Figure 7).
Figure 8 - Pre-fill maturity model
Source: ‘Survey of Trends and Developments in the Use of Electronic Services for Taxpayer Service Delivery,’ (March 2010), p.31
159. The level of pre-filling occurring across OECD nations is continuing to mature, with revenue
bodies implementing more sophisticated methods by which to provide reliable information to taxpayers at
the beginning of the return filing process to assist in the preparation of their returns.
160. Analysis of responses provided shows a broad spectrum of maturity in relation to pre-fill
technologies. For example, the Canadian Revenue Agency utilises pre-fill technology to make information
available to a taxpayer to use in the preparation of their return. The pre-fill framework utilised in Spain by
comparison, is sufficiently advanced to prepare a pre-populated return without input from the taxpayer,
resulting in the filing requirements being limited to checking and submitting the pre-populated return. This
clearly delivers a significant reduction in the administrative costs for taxpayers and enhanced service
through improving the accuracy and certainty attributed to information contained in filed returns. Box 27
presents The Netherlands‘ approach to pre-filling.
Box 27. Netherlands Pre-fill approach
Improving the quality of tax returns
The established process of levying income tax starts with a tax return that has to be completed and filed by the
taxpayer. In this return NTCA asks for data regarding the taxpayer‘s income. Third parties would be able to supply
this data to the NTCA, thus reducing the burden on taxpayers and the risk of incorrect data (fewer errors).
Therefore the NTCA is developing a process of obtaining data from third parties and putting this data before
taxpayers in order to check. Third party data is no longer used as contra-information but is presented to the taxpayer
as a service. The NTCA is developing the pre-completed tax return (see below) and intends to increase the level of
quality regarding third party data.
Good practice: Pre-completed tax return
In 2009 the income tax return (2008) has been made available to private taxpayers, for the first time, in a pilot project
encompassing all taxpayers concerned, using pre-completed data. Only a limited amount of data was deemed to be
of sufficiently high quality to be pre-filled. These are data on wages and the value of private homes. In future years
this will be extended to other data, such as data from banks, insurance companies etc.
The pilot project has yielded excellent results. As the pre-completed tax return is still under construction no definite
data exists yet regarding capacity-issues. The expectation is however that capacity currently used to correct
calculating errors and other mistakes in tax returns can and will be put to more effective use in assisting taxpayers
who need supervision. It should be kept in mind though that effort also has to be employed towards gathering high
quality data from third parties.
161. There is a critical dependency on the timely availability of relevant data for revenue bodies to
pursue pre-fill initiatives. The provision of any third party data must be managed within the privacy
constraints of each jurisdiction, impacting on the availability and timeliness of accessing such information.
162. Revenue bodies are also investigating other sources of third party data which may add value to
the pre-filling process, including details of consumption or purchases, sales and capital transactions.
163. The use and maturity of pre-filling is mainly evident in income tax rather than in VAT given the
nature of VAT regimes generally and the associated requirements. The availability of third party data for
VAT purposes is challenged by the collection of such a vast array of data and the associated timeliness of
any data collected. In addition, VAT returns are, by nature, more frequent (often monthly or quarterly
rather than yearly for income tax) so present a more difficult challenge regarding data collection and use.
164. One example of a development in this area is Korea‘s Simplified Year-End Settlement system for
wage and salary earners (introduced in 2009). This allows eligible taxpayers to settle their tax withholdings
and claim refunds at the end of the year. For their deductible items, taxpayers were previously required to
collect the information and documents themselves to submit to the NTS. Now, these are provided via the
NTS internet and taxpayers can log into their NTS web accounts and download the records relating to all
their deductible spending from a single webpage. In 2009, 91.9% of all filers of wage and salary returns
used this service to claim refunds.
Electronic Filing for VAT
165. Although the take-up rate is much lower, the trend toward increased electronic filing is also
present for VAT. Table 15 provides an overview of the use of electronic filing for VAT and the level of
take-up for VAT returns.
Table 15. Use of electronic filing for VAT
Country Year begun Rate of e-filing % move in e-filing e-filing target & year
2008 2003/4 2004/2008
Australia 2000 46 26 20 50(2009)
Canada 2002 22 2 20 -
France 2001 19 3 16 20
Ireland 2000 40 6 34 -
Korea 2000 75 24 51 -
Netherlands 2005 100 0 100 -
Spain 1999 71 9 62
Turkey 2005 99 0 99 100(2009)
United Kingdom 2003 14 1 13 37(2010)
USA not applicable.
Source: Abridged table from ‘FTA Survey of Trends and Developments in the Use of Electronic Services for Taxpayer
Service Delivery (March 2010)’
166. It should be noted that some of the high take-up rates for VAT can be attributed to mandatory
electronic filing. Turkey‘s high result may be attributed to the move towards mandatory filing in 2008. In
Turkey 99% of taxpayers now present their returns (income, corporate, withholding and VAT)
electronically with 25 banks and post offices enabling electronic filing.
167. Whilst the advancement of pre-filling is central to personal income tax service delivery there are
very few examples of movement towards pre-fill within VAT. Generally speaking, given the high volume
and business-to-business nature of transactions relevant to VAT regimes, revenue bodies are unlikely to
have ready access to a reliable and common source of relevant data. The lack of availability of
comprehensive information in real time is a barrier to most countries in advancing pre-fill technologies for
VAT returns.
168. Korea has had some success in implementing an e-file facility for the electronic recording of
invoices which provides some facility for taxpayers to draw on the data to assist in their return preparation.
Korea provides a number of financial and non-financial incentives to encourage taxpayers to adopt the
facility. The use of direct financial incentives combined with very high levels of technology literacy and
use across their taxpayer populations is unique to Korea and probably limits the opportunity for other
revenue bodies pursuing an equivalent approach.
Alternative Payment Options
169. Another key development area within repayment service delivery is the availability of alternate
repayment methods. Whilst electronic repayment methods were preferred by all of the participating
revenue bodies, there is significant breadth in the alternate destinations for repayments.
170. All countries involved in this project, to varying degrees, have offsetting of refunds against other
liabilities, including other government agency debts. However, some participating countries have
implemented structures to enable dispersal of refunds to alternate accounts nominated by the taxpayer.
171. The USA allow taxpayers to request refunds in the form of US savings bonds or direct refunds
into separate bank accounts and retirement accounts. The benefit of these alternative options from a service
perspective is that they provide a degree of flexibility and choice and may improve the timeliness of the
repayment due to payment being made to a less risky destination.
172. Similarly in the United Kingdom, income tax self assessment customers can nominate charities to
receive their repayments, or indeed any nominee they choose. The UK advises that the use of nominees
presents risks that require management.
173. The provisional assessment for income tax in The Netherlands can result in the payment of
refunds during the tax year. These provisional refunds, upon application, result in repayments on a monthly
basis and apply to deductions and credits such as mortgage interest for principal residence, alimony
payments, monetary gifts, general and specific tax credits. Once a provisional assessment has been applied
for, the NTCA will automatically continue to issue this refund, also in following tax years, unless taxpayer
circumstances change. The provisional refunds are then taken into account at the end of each tax year when
the tax return is lodged.
174. In France, for VAT credits, businesses can choose to carry a VAT credit over to subsequent tax
periods. As soon as possible, the credit is then offset against a VAT balance due on the basis of future tax
returns.
175. In Ireland, a tax relief at source policy/process reduces the number of refund claims received so
that more attention can be given to verifying claims. This system allows credit for two of their most
common credits (mortgage loans and medical insurance payments) to be applied to the benefit of the
taxpayer at the time they make such payments.
176. In Australia, the ATO issues ‗pre-printed‘ business activity statements to business taxpayers
personalised to the extent of identifying the specific tax obligations relevant to the taxpayer and, in some
instances, pre-populating the instalment liability. The Business Activity Statements (BAS) incorporates a
number of taxation filing obligations and, as such, where a net GST (VAT) credit arises it is offset against
any other tax liability reported on the statement.
177. The composite return of the BAS enables taxpayers to interact for multiple tax obligations in a
single transaction for the relevant period. This provides an improved service experience by reducing the
number of filing and payment interactions for the taxpayer. The offsetting of credit arising in one tax type
with liabilities in others in the same period likely minimises short term impacts on business cash flows.
178. Whilst the benefits of composite business taxation reporting and filing are apparent, the BAS
requires the taxpayer to do the preparatory calculations for all their business tax obligations at the same
time. This and the potential for a composite return to be seen as more complex can see taxpayers view it as
increasing their administrative costs and potentially seek the services of a tax intermediary to prepare the
BAS on their behalf.
Compliance activities and programs
179. Contributing revenue bodies acknowledged that their approach to repayment compliance risk
management is aligned to the standard compliance risk management process of the OECD.
Repayment Compliance Operating Context
180. Revenue bodies reported that their repayment compliance philosophy was consistent with their
organisation‘s overall tax compliance perspective. It is one based on self-assessment and voluntary
compliance and a belief that the majority of taxpayers are honest and should be treated accordingly.
Canada, as part of their contribution to the study, noted the linking of rights (i.e. refund) to obligations (i.e.
filing a return) as an example of reciprocal responsibility between the taxpayer and revenue body that
underpinned the self-assessment system.
181. Taxpayer obligations are summarised into four basic categories:

 registration in the tax system
 filing or lodgement
 reporting of complete and accurate information, and
 paying tax liabilities on time.
182. In the context of repayments the primary obligation of compliance focus is on the taxpayer
reporting complete and accurate information. As a general rule, registration and filing obligations are
accepted as pre-requisites to a taxpayer being able to access a repayment. The registration obligation is
also cited by the contributing revenue bodies as a key risk component, but not in its usual context of
taxpayers failing to register. In repayments, compliance concerns with registration are associated with
ensuring that only valid, eligible and authentic taxpayers have access to repayments.
183. A contextual element that distinguishes repayment compliance from the more traditional
compliance approach is the presence of compliance activities, involving reviewing or verifying filed claims
prior to release of the payment (pre-issue activities). These activities feature as the key repayment
compliance treatments of all of the participating revenue bodies.
184. Centralised management of the major repayment compliance functions is a common

organisational arrangement across participating revenue bodies. However, where revenue bodies reported
regional offices engaged in the delivery of repayment compliance activities, they identified as a benefit
increased awareness of unique economic or demographic circumstances. An example of this is provided by
France, where they reported that parameters in their repayment risk models which are used to determine
the major risk targets can be adjusted according to each regional peculiarity.
185. In those participating revenue bodies with responsibility for VAT it was not uncommon for the
organisation to have a designated area having responsibility for VAT‘s overall compliance management. In
some instances this was attributed to revenue bodies identifying that tax type as one that required specific
attention because of the relative level of risk it posed to their administration.
186. Technology features as critical infrastructure enabling the participating revenue bodies to operate
effectively and manage and improve their repayment compliance efforts; in particular, the ability of
technology to be used to draw disparate and large scale datasets together and assist rapid sophisticated risk
analyses.
III. SIGNIFICANT PRACTICES AND SYNERGIES IN REFUND AND CREDIT
ADMINISTRATION IN SELECTED COUNTRIES
187. Those significant practices and synergies that contribute to balancing repayment service delivery
and compliance are those which yield improvements or enhancements in both domains.
188. In the more integrated approaches, seeking a balanced outcome is an overt aim from conception
through design, implementation and maintenance of repayment improvement initiatives. In those instances
where change is driven more from one or other of the service or compliance domains the more significant
improvement practices show a sequence or iterative cycle through which balance is fine-tuned.
189. Both approaches are evident across participating revenue bodies‘ efforts to maintain and improve
their repayment practices. Ensuring engagement and direct involvement of both service and compliance
areas in such initiatives is the common strategy employed.
Balancing service and compliance risks
190. The repayment compliance aim is to intervene only for claims that are invalid or otherwise
incorrect and is difficult to achieve in practice. In pursuing a balanced approach administrations develop
risk based repayment detection systems to identify higher risk cases where further verification is required,
while minimising impact on lower risk, compliant taxpayers. In a number of participating countries
initiatives are aimed at reliably identifying compliant taxpayers who are subject to reduced, and in some
instances no pre-issue verification of repayment claims (refer example in Box 28).
Box 28. Differentiating service based on risk
Turkey – differentiating service based on risk (VAT)
For taxpayers who act lawfully, the aim is to render service with the least procedure and in a short timeframe. A
special refund/repayments system has been developed for taxpayers who fulfill certain conditions.
If conditions are met, a certificate (Accelerated VAT refund/Repayment system/ARS Certificate) is issued to the
taxpayer and the refund claim (cash and/or on account) of the owner of the certificate is carried out without the
request of any guarantee, inspection report or sworn Fiscal Consultant full certification report.
191. Revenue bodies report the use of cross-organisation groups as governance mechanisms employed
in pursuing balance. Cross- organisational groups include those temporarily established to deliver major
repayment initiatives, as well as more permanent committees. Revenue bodies with more permanent cross-
organisation repayment governance arrangements look to those committees to influence the repayment
systems at the strategic, tactical and operational levels.
192. Service initiatives which advance both service and compliance outcomes are being pursued. The
recognition of the new business segment as presenting both service and a compliance repayment risk was
reported by a number of participating revenue bodies. The Netherlands‘ approach is demonstrated in Box
29 below. Canada, specifically commented that they see their new business strategy as a deliberate
integrated approach.
Box 29. Netherlands and New Business
The NTCA undertakes a large number of visits to companies, particularly start-up companies, recognising that
information in advance helps new businesses in preparing correct tax returns and saves the revenue bodies in
administrative time and effort dealing with incorrect returns.
New business is a growth area and this poses a considerable challenge for the NTCA as the quality of their returns
is often insufficient due to a lack of knowledge resulting in mistakes. Visits to companies address issues of service
provision and prevention. They are informed of their obligations and are often carried out in collaboration with other
parties such as Chambers of Commerce and other fiscal intermediaries.
193. One of the more common examples of achieving both service and compliance aims is the
collection and use of third party data for repayment verification purposes. In a number of countries the
availability of third party data has been used as supporting infrastructure for providing income tax pre-fill
services.
194. The tax repayment environment is neither static nor insulated from changes in the tax
environment. A key challenge identified by participating revenue bodies in maintaining balance is ensuring
that repayment processes remain contemporary. As the risk or service environment changes, revenue
bodies‘ repayment processes need to be sufficiently flexible and adaptable to change.
195. Participating revenue bodies reported that, in the context of responding to changes in the
character of repayment fraud, the ability to detect shifts in fraud methods and to determine and implement
appropriate responses in a timely manner, was a significant test of an organisations‘ capabilities.
196. An example that reflects an adjustment of balance in repayment systems as a result of changes in
the wider economic environment was provided by France (refer Box 30). During the recent global financial
crisis, France reported implementing accelerated payment of refunds for certain business tax credits as part
of economic stimulus packages. In addition, applications for VAT credit refunds and corporation tax
refunds were given greater priority handling.
Box 30. France responses to changes in economy
As part of the ―stimulus package‖ announced by the French president on 4 December 2008, various tax
measures have been adopted to strengthen companies‘ cash positions, including the early repayment of credits
owed by the State:
 Since 1 January 2009, businesses that file monthly VAT returns can apply for a refund every month if their
returns show a deductible tax credit.
 Businesses liable for corporation tax have been able to apply for the refund of any unallocated loss carry-
back credits as well as credits claimed for the financial year ending no later than 30 September 2009.
 Companies have been able to apply for the refund of the research tax credit earned in 2008, as well as
unallocated credits for 2005, 2006 and 2007. The measure has been extended to 2010.
 The refund of overpaid corporation tax installments has been speeded up. Companies may apply for a
refund within one day of the financial year-end. This measure has no impact on the amount of spending for
the year but requires an infra-annual effort.
197. These examples illustrate a key method for pursuing balance between service and compliance
objectives through progressing opportunities which deliver simultaneous improvements in both compliance
and service. This is equally applicable in the implementation of new or major repayment initiatives as well
as incremental changes derived from revenue bodies‘ continuous improvement of their repayment systems.
Legislative & Policy Settings
198. The magnitude of repayment service and compliance risks is significantly influenced by the
underlying legislative and policy settings of the associated taxes. Adopting legislative or policy settings
that realise a reduction, or minimise the volume and value of repayments, can assist in minimising both
repayment service and compliance macro level risks.
199. The use of legislative or policy change to bring effect to shifting or adjusting the repayment
balance is not a common method employed by participating revenue bodies. Where it has been employed
it has usually focussed on addressing significant issues where administrative solutions have been either
unavailable or not as successful as hoped, in bringing about the required change.
Personal Income Tax
200. In the personal income tax realm the regime offering the greater potential for lower repayment
risks is where a cumulative withholding system is operating. This can deliver significant reduction in the
volume and value of repayments.
201. The related comprehensive third party reporting associated with the effective operation of this
type of regime makes it possible for revenue bodies to more readily progress faster and further along the
path of the pre-filling maturity model, delivering substantial service improvements to large segments of
their individual taxpayer populations. This includes the end-state of that model which removes the
necessity for individuals to lodge returns.
Third-party data - effective access and application
202. In administration of personal income tax there is a heavy reliance on comprehensive, credible and
timely third party income and credit information as a primary pre-requisite to minimising repayment risks.
There are two personal income tax policy approaches used that directly influence the timely access and use
of third party information in repayment risk mitigation activities.
203. The first is the use of a designated gap between the end of a fiscal year and the earliest time that
revenue bodies commence processing of repayment claims (Spain, Netherlands, Korea, and Canada). The
second is the mandated date by which the third party reporters are required to provide that information to
revenue bodies. Intuitively, the lowest repayment risk setting is where the mandated date for the reporting
of information is earlier than the date revenue bodies commence repayment processing (Spain,
Netherlands, Korea, and Canada).
204. Australia and the USA both present the higher risk personal income tax scenarios of: non-
cumulative regimes, commencement of repayment processing claims either immediately (Australia) or
shortly after (USA) the end of the relevant fiscal year and a mandated date for third party data supply later
than repayment processing commencement date.
205. In both countries there is additional investment in encouraging third party data providers to
provide information earlier than the prescribed due date. Australia has had sufficient success in securing a
significant volume of third party data early enough to enable them to offer pre-fill options to taxpayers. In
the USA the notion of potential legislative change to ensure that employment third party data is available
to the revenue body prior to the commencement of the repayment cycle has been recommended by the
Taxpayer Advocate as an issue warranting consideration.
206. In personal income tax the adoption of a cumulative withholding regime presents as an example
of an integrated approach. The balance between service and compliance risks is an overt feature inherent
in the fundamental design and operation of a cumulative system. It leverages economies of scale by use of
withholders to provide benefit and reduced administrative burden on individual taxpayers.
207. Developments in the access and application of third party information represent a more iterative
approach. The presence of comprehensive high integrity withholding data is fundamental in supporting
revenue bodies‘ effective administration of personal taxes. The use of this withholding data in support of
pre-filling solutions, and subsequent iterations are aimed at leveraging incremental improvements in
service and compliance generally, including those allied to repayments of personal income tax.
Value Added Tax
208. The impact of VAT registration thresholds on minimising the number of participants yields some
macro level repayment risk mitigation as a consequence. However, the existence of voluntary registration
for businesses below the mandatory thresholds probably reduces this impact as it is reasonable to assume
that access to repayments is a major factor in the decision of those businesses voluntarily registering.
209. The frequency of filing required of VAT registrants does impact the repayment environment but
predominantly, as it is linked to size of business turnover, it is a setting associated with the collection of
VAT revenue rather than repayment cycles.
210. The UK report their selected use of shortening the VAT filing period for some taxpayers.
Taxpayers are identified via the registration risk based screening process to enable early scrutiny of VAT
compliance generally. This provides the opportunity to subject those taxpayers to greater scrutiny early in
the business life cycle and assess and build their compliance profile more rapidly to support VAT
compliance strategies, including those related to repayment.
211. France employs a minimum VAT repayment threshold below which amounts are carried forward
into the next filing period. This approach reduces the volume of repayments disbursed and reduces
administrative costs.
212. In the operation of VAT, the equivalent to personal income tax third party withholding data
sources are not readily accessible to revenue bodies. Consequently, verifying VAT repayment claims
usually involves on-demand collection of substantiating information from external sources. Korea‘s recent
implementation of their e-Tax Invoice System is unique amongst participating revenue bodies in bringing
third party data relevant to VAT within day-to-day operations. While this specific approach may not
transfer readily into other revenue bodies the underlying concepts may warrant consideration.
213. The operation of VAT and the primary sources of information associated with its administration
are more closely aligned with standard business records generated and referenced by businesses in their
normal operations. The Korean e-Tax Invoice business model is one of replacing all business invoice
record keeping systems however the broader concept of integrating access to business information of this
type could be a consideration in advancing ‗natural system‘ or other business oriented technology driven
service initiatives into the future.
Data privacy considerations
214. Revenue bodies‘ ready access to third party data can be subject to constraints such as information
privacy considerations. There is considerable variation across participating revenue bodies of the extent to
which this is a factor. However, all participating revenue bodies report seeking to expand access to a more
diverse range of third party data for use across repayment processes. This will see the management of
information privacy and security considerations become more significant.
215. Beyond large scale ‗whole of government‘ data sharing strategies, revenue bodies are using an
iterative approach in advancing their third party data strategies. This is similar to the path taken to support
pre-fill initiatives. The usual pattern involves initially gaining adhoc access to a third party data set to
support a specific compliance initiative.
216. As part of that initiative, revenue bodies are able to consider potential viability of data for future
ongoing use. This approach offers an easier path within information security and privacy constraints as
revenue bodies can be specific about the data use and application in the first instance and then use that
experience to more reliably assess the costs, benefits and viability for ongoing use.
217. Over time, third party data sets subsequently established as part of the revenue bodies ongoing
requirements, are integrated via technology solutions into the organisation‘s normal operations. This
begins with bringing them in scope of the revenue bodies‘ risk and information management cycles to
support risk assessment generally, and case selection specifically. At the more mature end of the cycle,
information from acquired third party data sets is applied to assist taxpayers directly as occurs in the pre-
fill solutions.
Repayment Governance and Balance
218. All participating revenue bodies readily agreed that their major overall repayment challenge was
in ensuring maintenance of the ‗right‘ balance between delivery of repayment service and ensuring
payment of bona-fide claims. It was conceded that significant influencing factors including taxpayer
expectations, expectations of revenue bodies themselves and the repayment risk landscape were all
changing and would continue to change over time making the notion of prescribing a definitive ‗right‘
balance unattainable.
219. However, participating revenue bodies‘ initiatives deliberately aimed at delivering improved
service and compliance outcomes simultaneously provide the best potential for the organisation to promote
‗balance‘. As alluded to earlier in this chapter, this is much more likely to be viable with larger scale
repayment improvement initiatives. For example, Ireland‘s 2009 Lean Six Sigma review of its repayment
processes.
220. The majority of revenue bodies‘ improvement initiatives impacting on repayment systems are
smaller scale and tend to be initiated from within existing service or compliance areas of the organisation.
In these situations deliberately delivering the initiative via a cross-organisational group or project team
promotes the pursuit of mutually advantageous outcomes and potentially integrated solutions. Canada‘s
new business strategy is an example of one such ongoing program initiative, with an impact on repayment
service and compliance that operates as a deliberate integrated approach.
221. Iterative cycles of improvement, that oscillate between a primary focus on service or compliance
improvement, are not ideal for an orderly pursuit of balance in repayment systems. However, they are the
most common in practice and often reflect the reality that one type of outcome can be sufficiently
compelling on its own and can subsequently act as a catalyst or a pre-requisite for subsequent reforms.
222. The collection and use of third party withholding data in personal income tax is an example of
the iterative cycle approach. Third party withholding data availability is underpinned by a legislated
requirement for withholders to report that information to revenue bodies. It is applied directly in
compliance matching and risk assessment processes, including those associated with repayment claims.
Advances in electronic filing services subsequently enable the collection of withholding data via electronic
means and this in turn allows revenue bodies to also provide the reported information as a return pre-fill
service to taxpayers.
223. Understanding previous iterative cycles can provide revenue bodies with a model to guide their
future improvements in similar areas of initiative. For example, as additional third-party data is bought into
use within revenue bodies for compliance purposes, the revenue bodies‘ previous experience with
withholding data would encourage its consideration for use in an extended pre-fill service.
224. Some participating revenue bodies have established longer-term, cross-organisation committees
or management groups to provide on-going monitoring and influence of their repayment systems. These
more formal arrangements, such as the USA‘s Pre-refund program and Australia‘s Credit Refund Integrity
Steering Committee monitor, assess, review and otherwise exercise influence over significant repayment
system and work practice improvement initiatives.
225. The continuity of involvement of these cross-organisation governance groups enables them to
exercise more strategic influence over the revenue bodies‘ repayment processes as they mature. This ability
to maintain a cross-organisation contemporary view and provide a longer term outlook is an advantage in
revenue bodies dealing with the challenge of maintaining the ‗right‘ balance in their repayment systems.
Repayment Service Practices
Repayment Service Standards
226. All of the participating revenue bodies have repayment service standards or an equivalent. These
are presented as the timeframe in which taxpayers‘ straightforward claims can be expected to be processed.
There is considerable variance in the stated repayment service standards across participating revenue
bodies and in actual performance against them. In addition, in personal income tax, for the majority of the
participating revenue bodies there is a period between the end of the fiscal year and their commencement
of the processing cycle which presents as a further complication in any attempt to directly compare
repayment performance.
227. These substantially different settings across revenue bodies‘ repayment service environments
suggest that good repayment service is more than the single dimension of timeliness. Differences in the
expectation of taxpayers are clearly a significant factor. It is proposed that good repayment service is better
considered as meeting or exceeding taxpayers‘ expectations in delivering both timeliness and certainty.
228. An area of repayment service identified as an opportunity to improve is revenue bodies managing
taxpayers‘ expectations where their claim is not straightforward. The highest profile example of these
claims is those that the revenue bodies select for pre-issue validation. Participating revenue bodies all
identified these repayments as the source of greatest service tension and in the majority as not being
subject to their normal repayment service standard.
229. In the absence of advice to the contrary, it is reasonable for a taxpayer to assume that their
repayment claim is ‗straightforward‘ and expect a repayment service in line with the revenue bodies‘ stated
repayment service standard. In some instances revenue bodies have implemented methods to inform
taxpayers when their claim has been selected for pre-issue verification. This approach does, to some extent,
manage the taxpayer‘s expectation (their claim is not a straightforward one) but an improved practice
would be one that also provided advice on the revised timeframe. This would ensure a greater sense of both
timeliness and certainty for the taxpayer.
Promoting Electronic Services
230. Across participating revenue bodies the trend towards greater use of electronic services was a
common characteristic of general tax administrations. Improvements and benefits for taxpayers and
revenue bodies in accessibility, timeliness and cost effectiveness are routinely cited as the attraction of
moving to electronic services. Repayment service is rarely cited as the specific driver of the organisation
pursuing its electronic take-up strategies.
231. However, Australia, Canada, Ireland and the USA offer differentiated repayment service
standards across their personal income tax as part of their incentive to encourage taxpayers‘ migration to
electronic filing methods. In those countries‘ experience this is seen as successful, all show improved
electronic filing rates over recent years.
232. Notably, except for Ireland, these countries have above average proportions of their personal
income tax populations receiving refunds under a non-cumulative system. The conclusion drawn is that
under these circumstances a differentiated service standard strategy (offer faster refunds via electronic
filing) has wider appeal and is likely more influential as a consequence.
233. Mandating use of electronic services is another strategy common to a significant number of
participating revenue bodies. The strategy is targeted to specific taxpayer sectors, predominantly corporate
and business segments. However, there is no evidence to suggest that repayment service is a dominant
influence in revenue bodies‘ selection of taxpayer segments; rather it would appear to be driven more by a
revenue collection orientation.
234. The use of Electronic Funds Transfer (EFT) for revenue bodies to disburse repayments is seen as
the preferred approach where direct refunds are an outcome of the repayment service. In most of the
participating countries the strategy appears to parallel that of electronic filing. This sees the use of EFT
being encouraged across the personal income tax environment and limited mandating across corporate and
business sectors, particularly for VAT.
235. Minimising the necessity to issue direct refunds is a desirable service aim which can also reduce
some of the attraction of repayment systems to fraudulent attack. The offsetting of credit outcomes from
one tax against liabilities arising in another is common place across many participating revenue bodies. In
most instances this occurs within the internal processes of revenue bodies, although in Australia VAT
(GST) filing is via a composite return (Business Activity Statement) where the range of business‘ recurrent
tax obligations are reported.
236. Ireland‘s implementation of tax relief at source for two of its most common credits (mortgage
loans and medical insurance payments) is a notable alternate approach. The administrative arrangements
provide taxpayers with very timely access to a tax repayment (specific credit) as a consequence of it being
delivered via the third party provider as part of the financial transaction that gives rise to the credit. Where
there is a direct nexus between eligibility to tax credit relief and a distinct financial transaction
administered by a small number of established third parties, this type of arrangement presents as a very
efficient and effective approach.
237. Offering taxpayers alternate methods for receiving their repayments can also provide dual service
and compliance benefits. The option to have repayments paid into taxpayers‘ accounts which are not as
readily accessible, such as their retirement saving account (personal income tax in USA), or taxpayers
electing for revenue bodies to retain a repayment to be applied against future liability (VAT in France) are
examples of these types of repayment service options.
238. The evolution of e-filing and electronic services generally has an initial focus on enabling and
supporting taxpayers to interact easily with revenue bodies. In later, more mature electronic service
methods there is support for a more interactive, two-way use of these facilities (e.g. taxpayer portals). In
the service context this provides a mechanism for delivering tailored or personalised information relevant
to the taxpayer‘s circumstances. Enabling the taxpayer to ‗pull‘ that information as required is one option –
such as the pre-fill data facility used in Australia‘s e-tax service for personal income tax.
239. The other option is for revenue bodies to ‗push‘ tailored information, advice or messages via the
electronic service. Most of the participating revenue bodies report their use of targeted ‗push‘ strategies
prior to the filing period as means of influencing correct return preparation or flag key areas of risk.
Traditional mail-out methods are still the norm in the majority of instances but the use of electronic
channels can offer improved timing of the message (eg at the time the specific taxpayer is preparing their
return). Consistent use of the taxpayer preferred electronic channel may also be a positive influence on
electronic take-up and retention rates.
240. There is a note of caution offered by participating revenue bodies regarding the advances and
growth in their use of electronic repayment services. The benefits to taxpayers of the use of electronic
filing services in particular, are at least equally attractive to those that attempt repayment fraud. Taking an
integrated service and compliance approach to implementing enhanced or expanded electronic services is
seen as the most desirable strategy for revenue bodies to deliver appropriately balanced repayment risk
outcomes.
Repayment Compliance Activities
241. A feature in repayment compliance across all participating revenue bodies for both income tax
and VAT that distinguishes it from other areas of compliance attention is the presence of a pre-issue
verification treatment as a standard component. While there are marked differences in the scale of
repayment risks across revenue bodies, the risk of repayment fraud is identified as the principal reason for
their maintaining a continuous and ongoing pre-issue compliance strategy.
Pre-file initiatives
Registration
242. Registration is increasingly an area of focus allied to revenue bodies‘ repayment compliance
strategies. Attention centred on the initial registration of an individual or entity remains a very important
pre-requisite but increasingly, the broader concept of identity risk is of growing relevance.
243. This is being driven by concerns with repayment fraud risks arising from creation of fictitious
identity and identity take-over and managing those risks across the different modes of interaction between
taxpayer and revenue bodies arising from advances in electronic services. Canada‘s GST Enhanced
Registration Review (GERR) and the risk based registration screening conducted by the UK are examples
of resultant registration compliance treatments.
Relationships
244. The capability to identify, maintain and understand relationships between taxpayers is an area of
growing attention with relevance to managing repayment compliance risk. This includes direct
relationships between registered entities as well as the ability to surface indirect or inferred relationships.
245. These are perspectives revenue bodies are incorporating into their identity risk profiles. In some
instances this will result in direct leveraging to validate taxpayer‘ eligibility for specific offset or credits
such as those associated with partner, dependent or family unit arrangements. The methods employed are
very much data driven and especially in the discovery of inferred relationships are reliant on application of
data integration, analysis and mining technologies.
Pre-file treatment
246. Preventative strategies aimed at mitigating correct filing risks are common across revenue bodies.
Targeted strategies deployed prior to the filing period are used to prompt, remind and otherwise encourage
taxpayers to file accurate returns. Repayment specific initiatives like that employed by the US Frivolous
Filer Program are triggered at the time of filing where identified frivolous filers are immediately advised
and given an opportunity to re-file a compliant return. The opportunity to use equivalent just-in-time ‗pre-
file‘ or ‗at filing‘ compliance strategies is a potential area of future attention particularly where revenue
bodies are progressing technology enabled filing channels which support greater interactivity.
Pre-issue Initiatives
247. The common pre-issue theme highlighted by participating revenue bodies is continuous attention
to improving their ability to correctly detect anomalous repayment claims. The threats associated with
higher volume, low value fraudulent claims that have been reported as growing over recent years continue
to present detection challenges within an increasing technology dependent filing and claiming
environment.
248. Involvement of organised groups, collusion between affiliated persons and third parties
inappropriately influencing at risk taxpayers continue to require more sophisticated detection methods
drawing on a greater diversity of data and information well beyond that of the repayment transaction itself.
249. In Figure 4, expanded in Annex 10, is a schema of the perspectives being brought to bear by
revenue bodies‘ repayment risk identification and assessment processes. The taxpayer identity and
transaction pattern elements reflect particular areas of focus with relevance to the higher volume, low value
and organised group, collusion and unscrupulous third party influencers in the repayment risk environment.
250. The registration compliance strategies of Canada and the UK are activities that both contribute to
and use the taxpayer identification domain, as are efforts in identifying and understanding relationships
between taxpayers. Innovations in Australia across the identity and transaction pattern perspectives, have
delivered very high confidence detection methods of income tax repayment fraud associated with identity
theft, unregistered preparer, skimming and group based collusion or influence.
251. At the other end of the repayment compliance spectrum the use of multiple risk perspectives also
supports the identification of taxpayers assessed as compliant. This has enabled Canada, Australia, Turkey
and The Netherlands to implement differentiated repayment strategies which provide fast track or reduced
levels of pre-issue treatment of repayments claimed by those taxpayers. In the Netherlands this concept is
extended into the intermediary risk perspective via their ‗horizontal monitoring agreements‘ initiative.
252. Ireland, United Kingdom and Canada make use of a component of random sampling in their pre-
issue repayment compliance risk management activities. This provides a base to compare existing pre-issue
detection performance and potential earlier identification of significant shifts in repayment risks than those
flowing from post-issue and intelligence activities. There is an additional cost associated with employing
this type of program.
253. Greater levels of sophistication in the revenue bodies‘ analysis capability and technology
infrastructure are being used to support the integration of diverse and large scale data and information
sources that enable multiple risk perspectives to be considered and applied to repayment compliance risks.
Evaluation of repayment compliance efforts
254. Measures of repayment compliance performance across the participating countries were
reasonably consistent. There is a strong orientation towards reporting and monitoring for trends in metrics
such as volume and value of repayments and proportion of interventions that resulted in adjusted outcome
and their value.
255. Longer term effectiveness measures weren‘t a feature highlighted by participating revenue bodies
although a number remarked on the difficulty of making such assessments objective in such a volatile
compliance environment. However, at the macro level the UK have an established and sustained use of
Tax Gap measurement as part of their overall monitoring and evaluation of their administration of VAT.
IV. KEY OBSERVATION, FINDINGS AND RECOMMENDATIONS ARISING FROM THE
SURVEY OF SELECTED COUNTRIES
256. The study was confined to a small number of revenue bodies who all identify as having
reasonably mature repayment systems in operation. The survey responses, complemented by reference to
related research, has highlighted that the tension between providing timely refunds to taxpayers and
adequately addressing risk management issues is a constant quest, regardless of the level of maturity of the
repayment system in place. This is driven by revenue bodies seeking continuous improvement in the
efficiency and effectiveness of their internal operations and responding to changes in the external
environment, including taxpayer service expectations.
257. During dialogue between the participating revenue bodies ‗A Good Repayment Features
Summary‘ was drawn together as an aid to the task group‘s discussions. It is presented in full at Annex 1
and reflects views and opinions contributed from across revenue bodies on aspects of repayment
administration considered to be preferable or desirable. The following key observations and findings
summarise the more significant of those features of repayment systems present amongst participating
revenue bodies.
Key observations and findings
Governance
258. Tax repayment working or management groups are an effective governance arrangement. They
influence the balance between service delivery and compliance risk, through the formulation,
implementation, assessment and review of integrated service and compliance strategies across tax
repayments. There are differing stages of maturity across participating countries in this area. Some have
groups charged to progress specific tax repayment initiatives, reviews or improvements and others have
more established and lasting working arrangements.
Legislative and policy settings
259. Legislative and policy settings have a major impact on the size and behaviours of taxpayers in the
tax repayment markets, although repayment is not normally the dominant driver in the choice of such
settings. For example, variations in the number of active VAT registrants across the participating revenue
bodies are directly influenced by the presence and level of a registration threshold.
260. In relation to personal income tax, the operation of a cumulative system of withholding presents
as a preferred mechanism for minimising the number and value of any year end adjustment of tax liability.
However, it places a heavy reliance on the role and responsibility of the withholders. Further, with changes
in employment trends (eg contract arrangements, multiple jobs with multiple employers) it is likely to
require further tuning to ensure it remains current.
Service delivery considerations
261. Improvements in technology have enabled revenue bodies to reduce costs of service by
interacting with taxpayers through electronic channels. This also produces service improvements for
taxpayers requesting repayments by reducing the processing time, providing better certainty of accuracy
and outcome and reducing the administrative burden. Revenue bodies can encourage the shift to electronic
channels for repayments through differentiating service standards for electronic interactions as compared
to paper, or mandating the use of electronic channels for selected segments or groups of taxpayers.
262. The timely collection of third party data allows revenue bodies to use this data in refund
verification activities before the payment of the refund. Where revenue bodies have access to reliable third
party data that forms the basis of a return or a part of a return, the opportunity is presented to progress to a
pre-fill service. Where revenue bodies are confident of the accuracy and completeness of this third party
data, the progression is towards the pre-population of returns where the taxpayer only needs to check and
confirm the completed return.
263. The challenge of accessing third party data to ensure it is available for pre-filling or pre-
populating return information is being experienced by several of the participating revenue bodies. Where a
lodgment gap (period between the end of a fiscal year and the earliest date that either returns can be filed
or the processing of repayments commences) is not present, consideration of either shortening the
timeframe in which withholders and suppliers provide information to revenue bodies or increasing the time
gap between the end of the financial year and the start of the revenue bodies‘ processing or lodgment
period, may be beneficial.
264. Removal of the requirement to lodge returns by certain segments of the population is an attractive
final state in pre-fill, pre-populate progression with several of the participating revenue bodies not
requiring returns for certain segments of their population. The significant reduction in the personal income
tax population lodging has an obvious flow on to reducing repayment exposure. Allied with progressing
towards that state:
 The use of third party data to pre-fill or pre-populate returns is a feature in personal income tax
yielding allied benefits to repayment service and compliance.
 Those with a cumulative withholding system have the greater opportunity to progress along the
path of not requiring certain segments of the population to lodge personal income tax returns. The
scope of withholding and reporting mechanisms in cumulative systems provides an extensive and
reliable source of data to assist in repayment risk identification and validation.
265. Participating revenue bodies all have published standards of service relating to the provision of
repayments. For those repayment claims that are selected for verification, most revenue bodies‘ published
service standards are overt in stating they do not apply. Some mitigation of potential service risk is
delivered by revenue bodies providing early advice to taxpayers that their repayment claim is under
review. Ultimately, increasing repayment service expectations may require revenue bodies committing to
specific timeframes for deciding the outcome of claims subject to review.
Compliance risk considerations
266. The development of more sophisticated risk profiling tools across participating revenue bodies is
enabling more accurate and timely identification of repayment risks. These tools are enabling the
expansion of the range of comparative perspectives used in repayment risk identification processes and
supporting their application in the pre-issue treatments.
267. The widespread growth and use of technology has facilitated the movement to assessing and
addressing repayment compliance risks at the pre-lodgment and/or pre-issue stages. Combined with robust
risk strategies, this has enabled revenue bodies to differentiate treatments to ensure compliant taxpayers
receive their repayment in a timely manner while identifying at risk taxpayers and transactions before any
repayment is made.
268. Better identification of at risk taxpayers, segments, patterns and transactions also minimises
delays to repayments for compliant taxpayers. Revenue bodies‘ enhancements in their repayment risk
identification are increasingly looking to use their capability to specifically identify compliant taxpayers
who can be provided with ongoing, reduced levels of pre-issue repayment scrutiny.
269. Revenue bodies are also addressing repayment fraud risk through continual improvements to
registration processes to increase the level of confidence in the identification of taxpayers. This includes
leveraging existing high integrity registration or identification processes across other agencies and
organisations to enhance or validate their own processes. Revenue bodies also report increasing capability
in surfacing or discovering methods to identify relationships between entities and associated ―natural
persons‖ operating or controlling non-individual entities.
270. In those countries where tax intermediaries are a significant segment, their registration is seen as
a positive step in enabling revenue bodies to more readily assess and understand their influence, build and
leverage data driven differentiated risk treatments (including repayment risk treatments).
Recommendations
271. All OECD countries are encouraged to identify opportunities to enhance the administration of
their repayment systems. The legislative and policy frameworks that revenue bodies operate within vary
considerably and provide different opportunities and constraints in advancing repayment systems. Revenue
bodies should consider the context of their own legislative and policy settings in reflecting on the findings
of this study.
272. As a practical reference, Chapter IV and the associated Annex 1 provide key prompts for
revenue bodies to consider in the design and operation of their repayment systems.
273. Methods, techniques and approaches employed by participating revenue bodies to improve their
detection and treatment of fraudulent and otherwise non-compliant repayment claims are a major focus of
attention. The sensitivity of these topics poses a barrier to the free exchange of the detail of the approaches
which would otherwise enable revenue bodies to learn more rapidly from each others‘ experiences. It is
recommended that the FTA consider how relevant expert representatives from revenue bodies could be
supported in secure information sharing and dialogue in this area.
274. Due to the interest in, and value gained from, discussions among participating revenue bodies,
representatives would benefit from engaging in post-project dialogue to identify, assess and share views on
resultant actions derived from the application of this Information Note. A follow up round of informal
discussions with the task group approximately 6 months after the publication of this Information Note is
recommended.
CTPA/CFA(2011)35/REV1
ANNEX 1 - GOOD REPAYMENT FEATURES SUMMARY
Features of Good Practice
The following information aims to provide advice on best practice conduct and characteristics
based on contributions from a group of OECD revenue bodies. It is noted that the
participating revenue bodies in this project group all administer relatively advanced taxation
and repayment systems providing a sound source of information and options for those
countries developing their taxation and repayment administration.
In considering the application of the information it is to be emphasised not to consider

elements in isolation but in combination suited to the structure and level of maturity of the
repayment system being adapted.
Policy Considerations
The policy and legislative framework of revenue bodies sets the context for the administration
of repayment systems.
Simplification of tax laws
 Reduce the uncertainty and complexity of the components of the taxation system
that may lead to a repayment. This will reduce the risk of error in claims and the
cost of complying.
Personal Income Tax
Instalment regime
 In the absence of a withholding regime, the instalment regime is the preferred

method by which taxpayers make provision for their end of year liability.
 An instalment regime reduces risk from repayment as credit is only derived from
payment by the taxpayer themselves.
 Exposure to rebate/offset and deduction over-claims will still need to dealt with in
risk processes.
Withholding
 Integrating deductions into the withholding regimes is seen as an attractive

mechanism for aligning the end of year position for taxpayers.
 Integrating offsets into a withholding regime may provide a greater level of

certainty of taxpayer identity but may be limited in providing better validation by
the third party withholder.
 Dependence on withholding does increase exposure to the compliance behaviour of

the withholder, relying on their honesty for accurate payment and reporting.
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 Risk factors relating to the withholders should be incorporated into your repayment
risk processes.
 If there is an increase in the burden on the withholder, this may require the revenue
bodies‘ assistance to decrease administrative costs.
Requirement to file returns
 Taking opportunities to remove significant segments of the taxpayer population

from the necessity to file income tax returns will dramatically reduce the likelihood
of repayment risk (especially fraud). From a service perspective, this provides a
major improvement for the targeted segment by removing the need to file.
 Indicators of this as an option could be where the value of the individual repayments
are reasonably low, income sources are covered by reliable withholding and
reporting regimes and the allowable deductions are limited.
 The risk of taking people out of lodging is that you may lose sight of them. It is
necessary to mitigate this risk but it might be that the information necessary to
support moving to no lodgment being required is sufficient.
Timing gap between when returns can be filed and processed
 If data systems do not allow for the timely access to third party data, one solution
may be to introduce a delay between end of fiscal year and the time of filing or
processing of returns.
 Alternatively, or in conjunction with a filing or processing delay (gap), introducing

an earlier requirement to report third party data can also assist.
 This may require implementation through a legislative process and will require the
management of taxpayer expectations, especially in the first year of implementation.
 Revenue bodies will also need to give consideration to work scheduling and
resourcing to accommodate any change.
 Instalment systems are an effective method of providing ongoing payment towards

end of year liability for companies.
 Instalments also reduce the repayment risk since any end of year refunds are only
repayments of overpaid tax.
Valued Added Tax
 Repayment risk in VAT is higher than that for income tax for all entities including
companies. This is due to the reliance on the taxpayers as the initial primary source
of claim of credits.
 Korea appears to be addressing this through their e-Tax Invoice system which is
providing third party data in real time. However, this opportunity is related to
Korea‘s unique administrative setting.
 Revenue bodies should consider how they might gain access to credible and timely
third party information that could assist in their verification processes.
Governance & Organisational Settings
External Governance arrangement
 It is advantageous for revenue bodies to have access to external scrutiny from

independent bodies providing guidance on conformance with legislative
requirements and advocacy of taxpayers.
Internal Governance arrangement
 Repayment issues impact both service and risk perspectives and consequently
require integrated responses.
 Internal committees or groups within tax administrations are therefore best placed to
address governance issues from an integrated perspective to address the strategic,
tactical and/or operational aspects.
 Revenue bodies should consistently look at all dimensions of performance across

repayment activities in order to form a view of current ‗balance‘ and areas for
improvement.
 A useful start is assessing the current state of the repayment system and an example
of a self assessment tool for that purpose is provided at Annex 5 ( ex UK HMRC).
Administration
New To Business
 This group represents a large and growing risk to repayments due in part to the lack
of information available being a barrier to determining a complete risk profile.
 The general lack of understanding of repayment rights and obligations requires

additional service resources devoted to this group in order to reduce this risk.
 Factors associated with new taxpayers can be taken into account in repayment risk
models. eg age of registration, industry or occupation, source of registration and
demographics.
Large Taxpayers
 The existence of specialist teams/groups who deal with large taxpayers across their
complete tax obligations provides an opportunity to leverage different approaches in
the repayment regime for this group.
 The benefit to the repayment system is in reducing the service risks associated with
repayments to this market segment.
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Intermediaries
— Withholding agents
 There is a significant dependence on withholders in providing reliable and accurate

taxpayer credit information.
 This dependence is greater under a cumulative withholding regime. Revenue bodies

need to provide close support and services to withholders to minimise the burden
and support them meeting their obligations.
 There are risks associated with the compliance of withholders that will require
management.
— Tax Agents
 Dealing with registered tax agents provides benefits to the repayment system as we
can have greater certainty about who we are dealing with.
 Revenue bodies should expect an improvement in accuracy in preparation of returns

and understanding of any complexities.
 Where registered agents receive repayments on behalf of taxpayers, this provides a

less risky account.
 Dealing with agents provides a target group for the influencing of many.
 There are risks with agents controlling the repayments inappropriately and this
requires management via risk profiling and treatment.
— Software providers
 To ensure the accuracy of the repayment claims processed through their software,
revenue bodies need to ensure that software providers are kept up to date on changes
that effect repayment entitlements and their software configurations.
Electronic Filing & Refunding
 This provides a means of reducing error in the return preparation and lodgment
chain, enabling pre-filling/pre-populating options, improving the speed of
processing and reducing the administrative burden on the taxpayer. Overall this
results in a reduction in the risk of the return process, including the repayment
segment.
 Electronic filing provides positives in cost of administration, timeliness and

additional lodgment information available to revenue bodies.
 Electronic filing and refunding may provide better identity and integrity
opportunities for revenue bodies.
 The preferred channel for payment of refunds is Electronic Funds Transfer (EFT).
This provides a more timely service, lowers costs and provides information for risk
identification.
 The relative ease of electronic filing and refunding may pose additional risks. The
positive features and potential for greater arms length operations also attract the
fraudulent claimers.
 Revenue bodies should continue to identify taxpayer segments that can be moved
readily to electronic filing and repayment.
Service Standards
 Differentiating repayment service standards is one way of influencing the take-up of

electronic channels.
Alternate Payment Options
 Enabling repayments to be paid to alternate destinations where the benefit is not

immediately available or realised will reduce the repayment risk.
 Where the choice of the alternate destinations is selected by the taxpayer it delivers
flexible service options. eg Superannuation Account, US bonds, registered charities.
Skilled resources
 The skills required to identify emerging repayment risks may require a greater
investment in data analysts/miners and economists. As investment increases in the
use of sophisticated tools, this requires a parallel investment in the people who will
use and apply them.
Third Party Data Provision
 The pursuit of partnerships with other agencies (whole of government strategies)

can leverage intelligence and potential access to credible data sources for
application in the identification and treatment of repayment risk.
 Revenue bodies can investigate other sources of third party data (e.g. data on
consumption or purchases, sales, capital transactions etc) to leverage intelligence
and potential access.
 For significant risk areas, consideration could be given to mandating the provision
of relevant data.
 The provision of third party data has to be managed within the privacy constraints of
each jurisdiction.
 The challenge is to ensure the data is available and accessible in timeframes that
enable timely provision of repayments to taxpayers.
 Revenue bodies may address the timely access to and application of third party data
by either:
 changing the time gap between the end of the fiscal year and the start of the
revenue bodies‘ processing or filing date, and/or
 bringing forward the timeframe for the data to be provided to revenue bodies.
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Identity Registration and Maintenance
Identity Control at Registration
 Revenue bodies should continually improve the registration processes to increase

the level of confidence in identification of taxpayers.
 Leveraging existing high integrity registration or identification processes across

other agencies and organisations can enhance or validate the revenue bodies own.
 Registrations that are key to employment, benefit or operating a business drive

organisations to deliver faster registration processes. This increases the pressure to
have real time access to information to verify or confirm the bona-fides of taxpayer
identity.
 Capturing, linking and maintaining information of the ‗natural‘ persons operating or

controlling non-individual entities is a preferred position.
Third party data – identification, certification, validation and authentication
 The use of whole of government strategies provides service benefits to taxpayers

whilst ensuring higher levels of identity integrity.
 Third party data such as births, deaths and marriages, immigration, business
registration and licenses may be valuable sources to ensure the integrity of revenue
bodies‘ registration and maintenance processes.
Risk based approach to registration and maintenance of identity related transactions
 Revenue bodies should create and maintain identity risk profiles of registrants.
 Risk treatments should be applied to registrations and maintenance transactions

based on the risk profile of taxpayers.
 There is an increasing interest in risk profiling from a behavioural perspective to

anticipate future behavioural trends and deliver differentiated service and
compliance treatments.
Separation between registration maintenance/update from the return or claim
 Revenue bodies may consider separating the opportunity to register or maintain

registration information from the return or claim process.
 Having multiple interactions gives revenue bodies more opportunity to gauge the
behaviour of the taxpayer, potentially without the pressure of refund standards.
 Detrimental impacts on the taxpayer can be mitigated through efficient service

processes covering registration and maintenance activities.
Pre-Lodgment Activities
Education – General
 Delivering basic level guidance and education information can mitigate the risk of
error, omission and/or misunderstanding. On-line facilities to deliver general
education material are time and cost effective for taxpayers and revenue bodies.
 Revenue bodies can provide infrastructure to enable taxpayers and intermediaries to

engage and access educational/guidance material.
 Maintaining multiple channels for the delivery of information to taxpayers provides

choice for the taxpayer but carries a cost to revenue bodies.
 Revenue bodies may continue to move toward electronic channels for education
delivery and look to taxpayer segments that can be readily moved.
Education – Targeted
 Advice to targeted groups (eg by occupation, industry, rebate eligibility) can be

influential on repayment behaviour.
 Targeted education strategies should generate from revenue bodies‘ risk assessment
and planning activities.
 Additional costs are associated with the delivery of targeted pre-lodgment strategies
so a robust evaluation of their performance should be undertaken regularly.
 Strategies based around known information are likely to be the most effective.
 Timely provision of relevant information to target groups should be based on

characteristics or history of the taxpayer to maximise leverage of the compliance
action.
Intelligence gathering
 In order to place revenue bodies in the best position prior to the lodgment phase,
they must manage the collection of information preparatory to the repayment cycle.
This includes risk intelligence and third party data.
 This phase should be used to re-assess and reset repayment risk identification and
treatments.
 These activities need to be fit within the time between repayment cycles and may
vary depending on tax types.
Pre-fill / Pre-populate
 Where revenue bodies have access to reliable data that forms the basis of a return or
parts of return, it presents the opportunity to move to a pre-fill service.
 Where revenue bodies are confident in the accuracy and completeness of the data
necessary to complete a return then the pre-populating of a complete return becomes
a viable option.
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 Both options are dependent on having access to the necessary data in advance of the
start of the lodgment period.
 There is a sequence of moving from taxpayer prepared returns, to assisted return

preparations (pre-fill), through to pre-populated returns simply requiring
confirmation by taxpayer and the potential for no return being required for some
segments of taxpayer population.
Pre-Issue Activities
Receipt acknowledgement
 Where a filing channel is operating that provides immediate response to the lodging
taxpayer, it offers the potential to be leverage for other compliance messages,
warnings/alerts, claim types or subsequent action by the revenue bodies.
 It is easier to do this via electronic filing channels and particularly those directly
controlled by revenue bodies.
Error Checking
 One of the major benefits of electronic filing channels is the opportunity to reduce
the risk of errors in information provided.
 The aim is to get error checking as close to the people inputting the data as possible.
ie in the pre-lodgment stage.
 Where there is reliance on software providers, communicating the revenue bodies‘

error checking requirements forms part of keeping them abreast of changes.
Risk Identification and Treatment of Repayments
Risk Rules & Models
Development methods
 Risk models and associated rules should be based on intelligence, a theory or
hypothesis of risk. The development process is enhanced where the skill of business
experts is combined with data analysis technical expertise.
 Confirmation or validation of the repayment risk rules or models should occur prior
to deployment of associated new or adjusted pre-issue rules.
 The trend is towards increasing sophistication in models and methods of detection

but this can have a long lead time for the initial development stage.
 Less sophisticated alternatives may provide the base from which higher levels of
sophistication are added.
Implementation considerations
 Pursuing more innovative methods of repayment risk detection in order to respond

to more sophisticated manifestations of risk scenarios has to retain the ability to
implement solutions within the repayment process infrastructure currently available
to revenue bodies.
 Consideration should be given to identifying components of the risk rules or models

that can be completed or prepared in advance of any repayment claim.
 Risk rules and models differentiating taxpayers should be automated in their

operation and maintenance to keep them contemporary.
Forms or constructs
 At the time of processing, greatest focus is placed on repayments that are not
recoverable (fraud).
 While the trend is towards the use of greater levels of sophistication in identifying
risky repayments, basic level rules and tests should not be discounted. eg known
individuals or groups – identifiers, sources, addresses, contacts, bank accounts that
need to be monitored.
 The basic logic of risk rules and supporting risk models applied to repayments
and/or the type of credit being claimed include use of:
 basic threshold and/or ratio calculations
 the cumulative sum of claims over time
 a comparison of taxpayers‘ current claims with prior or historic claims
 comparison to a like population.
 Taxpayers new to the repayment process are identified as potentially higher risk and
consequently risk rules that target the first significant repayment are common.
 Taxpayer identity risk is increasingly a concern and specific models or rule sets are
required.
 Identifying those taxpayers and their associated repayments that are not high risk
cases can enable them to be processed quickly.
Review and Revision Process
 Revenue bodies should regularly review and update their repayments processes.
 There is a need to be able to identify and respond rapidly to changes in repayment

risks.
 It is advantageous to share detailed knowledge and skills across the organisation and
tax products through cross-line internal repayment committees or groups.
 A formal repayment (refund) plan for revenue bodies might be restrictive so the use
of an internal cross-line committee (working group) can provide greater
responsiveness than a formal repayment plan.
Response to assessed risk
 It is preferable that the output from risk rules provides insight into the source of the
underlying repayment risk (credit, deductions, identity risk). This supports the rapid
application of treatment for straightforward risks.
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 To deliver timely and consistent treatment of repayment risks, a defined sequence of

treatments may be required for the more common cases.
 The complexity of the identified repayment risk should be used to identify the
required experience level of the actioning officer where automated treatments are
not appropriate.
Treatment strategies
 Developing and defining treatment strategies in parallel with the associated risk
rules and models ensures that a practical treatment is available for all output from
the pre-issue risk identification process.
 Technology provides opportunity to automate treatments of repayment risk. Where

there is a standard procedure that officers follow in dealing with repayment risk
cases this presents an opportunity to consider automating the process.
 Decision rules can be used to apply levels of automation to address the risk.
 Revenue bodies should access a library of treatments aligning the appropriate

treatment to the nature of the repayment risk identified.
Voluntary disclosure and penalties
 Application of penalties should operate on a taxpayer risk framework differentiated

by demonstrated compliance behaviour.
 Penalty decisions should not be based just on the current repayment transaction.
 Where risk is attributed to error, revenue bodies should provide opportunity for the
taxpayer to self amend without penalty as a low cost solution.
Access to third party data enabling ‘real time’ application to verify claims
 Real time access to third party data is recognised as an important element in

confirming repayment claims.
 A benefit of the provision of the third party data is that it allows revenue bodies to
provide more certainty to the taxpayer regarding the repayment.
 There are stages of improvement in trying to ensure all available information is

accessible to assist in making a decision about the repayment risk. This can be
integrated into the risk rules themselves, the assessment or treatment phases.
 The initial efforts would result in supporting the pre-issue reviewing officer (eg
manual look-up and check) and then progress to use in automated profiling and
ultimately be integrated into the risk rules and treatments.
Disbursement
Electronic Funds Transfer
 There is a clear trend towards electronic payments into taxpayers‘ accounts as the
preferred method of disbursement.
 While providing a more efficient service and additional intelligence for risk
assessment, EFT does present repayment risks. The speed of this channel reduces
the opportunity for remedial action.
Alternate payment options
 Consideration of alternate payment options offers a greater level of choice for

taxpayers and also lowers the risk associated with repayments.
 Alternative options include:
 small balance roll over
 voluntary offset against other agencies liabilities
 retirement savings accounts.
Post-Issue Activities
Ensure alignment between post-issue compliance activities and pre-issue treatment of

repayment risk
 Revenue bodies should ensure the complementary targeting of risk areas that are not
addressed in pre-issue activity.
 Post-issue is a more appropriate place to action lower risk error and over-claim
repayment risks through adjustment and education activities.
 Post-issue activities can be used to assess the effectiveness and targeting of service
strategies in reducing repayment risk.
Employ random / or stratified audits to provide feedback on contemporary broad repayment

risks/issues
 Conducting a random sample selection of cases provides confirmation that the risk
rules and models are set at the right level and targeting contemporary risks.
Adaptation & Continuous Improvement
 The balance between service and repayment risk is a delicate one that requires
constant attention.
 The following methods are means of assessing the balance:
 Use the post-issue environment to test emerging risk hypothesis and fine tune
identification and treatment processes.
 Risk strategies (service and compliance) need to account for changes in the
risk landscape and accommodate these in risk and service responses.
 This may involve considerations of business, industry, social, economic and

political environments eg natural disasters, global financial crisis.
83
ANNEX 2 – PERSONAL INCOME TAX REGIMES
Country Withholding Employee Requirement Percentage Percentage Average No.

Refund service standard
regime requirement to file other required to received Refund refunds
to file return return file (other refunds $US value issued
return) Paper Electronic
Non-
Australia cumulative Yes No n.a. 81% $1,840 10,227,002 90% in 42 days 82% in 14 days
Non-
Canada cumulative Yes No n.a. 69% $1,410 17,309,794 100% in 4-6 weeks 100% in 2 weeks
France none Yes No n.a. 32% $784 11,700,000 n.a.
80% in 10 working days;
Ireland Cumulative No Yes <5% 44% $4,056 1,191,155 100% in 200 working days 100% in 5 working days
Korea Cumulative Yes Yes 18% 5% $5,807 866,164 100% in 30 days
Minimum of 3 months (all
Non- paid prior to 1 July of same Minimum of 3 months (all paid
Netherlands cumulative Yes No n.a. 78% $2,381 7,500,000 year) prior to 1 July of same year)
Legislated period is 100% in 6 months with corporate objective
Spain Cumulative Yes No n.a. 81% $1,197 15,761,540 of 1 month
United
Kingdom Cumulative No Yes 20.4% 13% $3,089 6,070,000 60% of tax credit payments in 15 calendar days
100% in 2 weeks (1 week
Non- 111,064,48 less if direct deposit of 100% in 6 weeks (1 week less if
United States cumulative Yes No n.a. 83% $3,297 6 refund) direct deposit of refund)
Source: Respondent survey; OECD Comparative Information Series (2008); Netherlands Ministry of finance website
(http://www.minfin.nl/english/Subjects/Taxation/Income_tax/Income_tax_return), United Kingdom HMRC website (http://www.hmrc.gov.uk/about/autumn-report-2008.pdf)
84
ANNEX 3- MANDATED E-FILING REQUIRMENTS
(Notes to Table 10)
Thresholds are typically applied to varying degrees for most return categories in the countries reporting
use of mandated requirements
Australia/*- reported that it is investigating options to increase electronic uptake. Presently; businesses
with annual turnover over $20 million are required to lodge and pay their BAS (incl. VAT) electronically;
2) businesses who participate in the deferred GST scheme are required to lodge BAS electronically; and
3) large PAYG withholders (more than $1 million withheld) are required to pay electronically. Some third
party information is mandated for electronic reporting based on record type and market segment. The
greatest majority of data is still received on physical (magnetic or optical) media with many small clients
still reporting on paper. Various initiatives in capabilities and marketing are in progress to shift clients to
full electronic reporting.
Canada/* - reported that starting with taxation year ends in 2010 Internet filing will be mandatory for
corporations with gross revenue greater than $1 M. Expectations: non-profit Organizations, insurance
corporations, non-residents.
France/*—reported that mandatory e-filing for CIT where turnover is >€4M and that current threshold for
VAT reporting (i.e. turnover > €760,000) is likely to be lowered (to turnover > €500,000) from 2010.
Ireland/*—reported that mandatory e-filing and e-paying was announced by the Revenue
Commissioners in September 2007 on a phased basis. Phase 1 commenced January2009 and included
Large Corporations (general turnover greater than €7.3 million) and Government Departments. Phase 2
will commence in January 2010 and will apply to large corporates, other Public Bodies and Local
Authorities. The existing due dates to pay and file have been extended to the 23rd of the month for
customers/agents who makes the relevant returns and associated tax payments via Revenue Online
Service, under the new mandatory regime. Other planned mandatory reporting relates to e-RCT
(Relevant Contracts Tax) – development to commence in 2010, and Vehicle Registration Tax.
Netherlands/*—reported that The use of the electronic channel is mandatory for businesses. Free
software is provided to private individuals for filling and filing their tax return. For really small businesses
it is possible to get an exemption for electronic filing. Given the fact that those small businesses nearly
always make use of the services of tax practitioners the number of these exemptions is insignificant.
Spain/*—CIT mandatory for most; VAT mandatory for large companies and limited liability companies;
EIR mandatory for large companies, public entities, limited liability companies and those companies with
more than 15 records.
Turkey/*—noted that all taxpayers are subject to mandatory e-filing. Most PIT and VAT taxpayers are
subject to mandatory e-filing.
UK/*—reported that for the PIT, self assessment customers have a choice of differential filing dates. If
they want to file using paper, they must do so by 31st October. However, if they choose to file online,
they have an additional 3 months in which to file – the filing date being 31st January. Thus, while e-filing
is not mandated per se, there is a strong incentive for taxpayers to file electronically.
From April 2011 Company Tax Returns to be filed online and companies to pay electronically. From
April 2010 traders with an annual VAT exclusive turnover over £100,000 and all newly registered traders
are required to file online and pay electronically. This requirement may be extended to all VAT traders,
regardless of turnover in the run up to 2012 (pending policy/Ministerial decision). From April 2010
employer annual returns (P35 and P14s) to be filed online by employers with fewer than 50 employees
(currently more than 50). From April 2011 Employer in-year forms (e.g. P45/46) to be filed online by
employers with fewer than 50 employees (currently more than 50). From 1 January 2010, the method for
reclaiming VAT incurred in another EU country is changing. Customers will have to make claims for
refunds online using the VAT EU Refunds online service.
Reported that, to support mandating of online services they have: 1) invested heavily (both financial,
design and people resource) to ensure that secure and robust IT services that meet the needs of
customers are in place, and 2) an intense programme of activity in place which focuses on customer
research and stakeholder engagement, ensuring that services are designed and developed around the
needs of customers.
Multi-media advertising campaigns in place to publicise the changes to customers and direct them
(especially more vulnerable customer groups, for example customers that are less IT literate) to support
materials helping them to make a smooth transition to using online services.
85
An independent review of HMRC Online Services concluded that well-designed online services could
bring benefits to taxpayers and the Government. The review set out a number of recommendations (all
accepted by Government) to increase take-up of key online services (Individuals, Employers,
Companies and VAT) and set an aspirational goal for HMRC: to aim for universal electronic delivery of
tax returns from businesses and IT literate groups by 2012.
Currently draft legislation covering mandating of online filing and electronic payment for Corporation
Tax, VAT and online filing for PAYE is with Parliament and awaiting approval – this is likely to be
received over the next few months.
USA/*—noted that this is the first year that an administration has included a mandate for individual
returns in their Fiscal Year Revenue proposal. The new administration and the Advancing e-file Study
may change the context for achieving more mandates and in particular preparer mandates.
Also reported that their E-Channel Initiative will allow the electronic submission of approximately 500
identified non-tax returns into the IRS through various electronic means (i.e. portal, secure e-mail).
These forms fall under the categories of applications, claims, supporting documentation, and
informational forms. After electronic receipt and validation, these forms will be routed to the appropriate
back-end systems for further processing.
‘Forum on Tax Administration: Taxpayer Services Sub-Group, Survey tabulations
Survey of Trends and Developments in the Use of Electronic Services for Taxpayer Services Delivery, March 2010’
86
ANNEX 4 - REPAYMENT RISK COMPARATIVE PERSPECTIVES
Taxpayer
Identity
Taxpayer Transaction
Population Pattern
Intermediary Repayment
Compliance Transaction
Taxpayer
Compliance
As repayment fraud methods increase in sophistication most countries report applying

multiple perspectives in determining repayment risk. In each of these perspectives it is likely
that multiple factors or variables are taken into account in order to form an assessment of
potential risk at any point in time.
The perspectives draw from a revenue authority‘s whole of taxpayer view. Only the
Repayment Transaction and Transaction Pattern Risk elements would have a focus on the
specifics of the particular tax type.
Taxpayer Identity Risk – this perspective brings into consideration the certainty or lack of
certainty of the identification of the taxpayer. This needs to be assessed both at the initial
time of registration and also with each subsequent interaction with the tax system.
The creation of fictitious identities and the use of stolen identities are reported as continually
increasing areas of concern in revenue authorities‘ efforts to combat repayment fraud.
Taxpayer Population Profile Risk – this perspective is associated with the risk posed by the
taxpayer as a member of a representative population or populations. One common example is
the taxpayer as compared to others in the same industry or occupation.
Most revenue bodies have well established methods of segmentation of taxpayer populations
that support their differentiation of overall active compliance activities. Many of these
existing methods of identifying out-of-norm behaviour are readily applicable to the treatment
of repayment risks provided the underlying population is not itself prone to significant
fluctuations or volatility.
87
Intermediary Compliance Risk – this perspective reflects the risk derived from the taxpayer
who is known to be represented or assisted by an intermediary in their dealings with the tax
system. An example could include a risk profile of tax agents derived from a comparison of
returns lodged by those agents.
It is possible to consider this perspective as a specific type of Taxpayer Population Profile.

However, the potential level of influence of an intermediary is likely markedly different to
that of a taxpayer‘s membership of a more traditional market or industry segment. It also
presents a different leverage potential for risk treatments – the ability to influence many
through attention to one (the intermediary).
Taxpayer Compliance Risk – this perspective is an assessment of the risk of compliance

associated with the specific taxpayer. A common example would examine multiple factors of
the taxpayers‘ historic interaction with the tax system to draw a conclusion of their risk of
compliance currently and into the future.
This is another common and traditional area of attention within revenue bodies active
compliance efforts. The extent to which historic behaviour can be used as an indicator of
likely future compliance behaviour is one aspect. Where this perspective is absent, as is the
case for a newly registered taxpayer, it is generally accepted that the uncertainty presents an
increased level of risk.
Repayment Transaction Risk – this perspective is the risk posed by the actual transaction
itself. For example, traditional approaches such as considering the size of the credit claimed
the nature or source of the credit being claimed.
The ability to isolate and independently validate the elements within the transaction that
present the repayment risk is a significant factor. For example the use of employee
withholding information in personal income tax repayment transaction processing systems
serves as a primary risk mitigation of the credit claimed.
In contrast, the availability of a credible and readily accessible source of information by

which Value Added Tax transactions can be subject to validation, has VAT repayments
generally considered higher risk transaction overall.
Transaction Pattern Risk – this perspective is a risk view drawn from examination of
groups of transactions to identify patterns or linkages that are unusual. For example,
transactions lodged within single periods that have similarities that suggest possible collusion
or a single guiding mind behind them.
This perspective most certainly brings into consideration multiple factors in an effort to
identify groups of otherwise unrelated transactions that have a level of commonality that is
unlikely to occur by chance. Its dependence on access to detailed multi-factor transaction
data presents a greater challenge where the transaction itself does not itself is not data rich.
E.g. personal income tax is likely a more viable candidate then Value Added Tax.
Whilst the ideal position is that each of these perspectives would be in an advanced state of
application within the tax authority‘s repayment risk activities it is clear that this is not always
going to be the case. Constraints in providing an optimum setting in one perspective though
may well be compensated by greater level of investment or application of another.
88
ANNEX 5 - HMRC REPAYMENT SELF EVALUATION QUESTIONNAIRE
HMRC Repayments Process Self Evaluation

Questionnaire
The HMRC repayments model has been agreed as setting out the principles of best practice
and is made up of nine components:
 Customer Verification and Registration
 Processing
 Pre repayment Risk selection
 Post Repayment Risk Assessment
 Active investigation
 Co-ordinated Governance
 Underpinning Support
 External support
 Change of circumstances
Business areas are asked to review their existing processes and compare them against the key
stages and steps in the process. The following templates provide the basis for this self
evaluation. The templates provide a basis upon which to make an assessment, but ultimately
this will be a matter of judgement taking into account both the strength of the processes and
the risks faced.
Please supply an overall evaluation, plus an evaluation against each (applicable) component
using a RAG basis.
Summary RAG assessment: [Business Area]
Constraints: (e.g. IT; issues around MIS; staff

COMPONENT RAG* Comments
shortages or training needs; legal barriers)
Customer Verification and
1
Registration
2 Processing
Pre repayment Risk
3
selection
Post Repayment Risk
4
Assessment
5 Active investigation
6 Co-ordinated Governance
7 Underpinning Support
8 External support
9 Change of circumstances
*RED – Highly problematic, requires urgent and decisive action; AMBER\RED – Problematic, requires substantial
action, some urgent; AMBER\GREEN – Mixed, aspect(s) require substantial attention, some good; GREEN – Good,
requires refinement and systematic implementation.
89
1. CUSTOMER VERIFICATION AND REGISTRATION
Formal Constraints: (e.g. IT; issues around

Key Elements process RAG MIS; staff shortages or training Comments
Y/N/NA needs; legal barriers)
Legal or Voluntary Notification:
Legal or Voluntary
Registration
Power to refuse
Identity checked on 1st entry:
Writing
On-line
Phone
Done in own
Business
Identity checked on subsequent contact:
Writing
Phone
On-line
Done in own
Business
Bona fides checked:
Internal checks
Done in own
Business
External checks
Intermediary can register:
Checks on
intermediary
Done in own
Business
External
dependencies
Intermediary can notify:
Checks on
intermediary
Done in own
Business
External
dependencies
90
2. PROCESSING
Constraints:
(e.g. IT;
issues around
Formal
MIS; staff
Key Elements process RAG Comments
shortages or
Y/N/NA
training
needs; legal
barriers)
Trigger for repayment:
Formal claim
Informal claim
In a formal return
In amended return
Notification (VAT disclosure)
Prompted by HMRC review
Channel used:
Correspondence
On line
Phone
Who does:
Own business unit
Specialist unit
External dependencies
Inputs:
Manual
OCR
Automatic
Basic error resolution (clean data)
Any checks in processing, e.g. data
quality
Query/validity resolution:
Done in own business
Done by phone
Done by writing
Done on-line
Identity checked on input:
Writing
On-line
Phone
Risk Assessment
Automatic
Manual
Payment made:
Automatic
Non-automatic
Payment allowed to:
91
Intermediaries
Nominees
Method of repayment:
BACS
CHAPS
Manual
Electronic
Data stored to allow MIS to be obtained
Any checks at final point of payment
Bank wizard
Bank account anomalies
External feedback
3. PRE REPAYMENT RISK SELECTION
Formal Constraints: (e.g. IT; issues

Key Elements process RAG around MIS; staff shortages or Comments
Y/N/NA training needs; legal barriers)
Risk Rules:
Automatic
Manual
Based on risk rules
Based on sampling
Include random
selections
Rules Purpose:
Aimed to detect
internal fraud
Aimed to detect
external fraud
Aimed at reputational
risk
Rules Flexibility:
Capable of being
changed
Dependent on hard
coded system
changes
Represent profiles of
known frauds
Clearly owned
Regularly reviewed
Linked to other
compliance risk
assessments
Rules Timing:
Rules select cases for
further manual
Repayment made
after checks
concluded
Data stored –
Usable in preparing
MIS
92
4. Post Repayment Risk Assessment

Post repayment checking rules:
Same basis as pre-rpt,
Different basis
Specific cases risk
selected
Sample of cases
If risk rules used then
different risks than pre
rpt cases
Post repayment
checking not done
Other post repayment functions:
Reconciliation
Data collation
Accounting functions
5. Active investigation
Range of activity resolving errors with
customers:
Phone
Writing
On line
Credibility Query
Other activity
Civil investigation
Criminal
Investigation
Process for case selection:
Risk Rules
Other referrals, e.g.
officer suspicions
Informal process
Whistleblowing
Formal review process:
By Specialist trained
staff
Part time or
Full time role
Training provided for
role
Potential review outcomes:
Correction
Investigation
Prosecution
93
6. Co-ordinated Governance
Clear Governance
structure
Clear Governance
process
Clear Accountability
7. Underpinning Support
Key
process RAG MIS; staff shortages or training needs; Comments
Elements
Y/N/NA legal barriers)
Effective
Policies:
Effective
Legislation:
IS/IT support:
Training:
8. External support
Use of
agents\intermediaries
Other Government
Depts.
Police fraud units
Private sector – e.g.
banks
9. Change of circumstances (e.g. address, Bank a\c, significant details)

Key
process RAG MIS; staff shortages or training needs; Comments
Elements
Y/N/NA legal barriers)
Effective Risk Assessment:
Phone
Writing
On line
Level of verification:
Documentation
check
Own systems
Third Parties
94
ANNEX 6 - AGGREGATED DATA FROM SURVEYED COUNTRIES
Features of the personal income tax systems in the surveyed countries

Pre-
Employees file Other filled Lodgment Refund
Country Withholding return return returns gap assessment Tax Gap
Australia Non-cumulative Yes No Yes No Self-assessed No
Canada Non-cumulative Yes No No Yes Self-assessed Yes
France None Yes No Yes Yes Assessed No
Ireland Cumulative No Yes Yes No Self-assessed No
Korea Cumulative Yes Yes Yes Yes Self-assessed No
Netherlands Non-cumulative Yes No Yes Yes Assessed No
Spain Cumulative Yes No Yes Yes Self-assessed No
United Kingdom Cumulative No Yes No No Self-assessed Yes
United States Non-cumulative Yes No No Yes Self-assessed Yes
95
Personal income tax market in the surveyed countries
Individual Change No. Change Value of 2008

Population taxpayers Taxpayers No. of in no. refunds Value of Value of in value refunds as average
Mln (2009) Mln (2008*) as a % of refunds (2006- as % of refunds refunds (2006- % of gross refund (US
Country population^ (2008) 2008) taxpayers (2008) 2008 ($US) 2008) tax currency)
$22,429,195,6
Australia 22.2 12.6 57% 10,227,002 16% 81% 28 $18,813,282,694 42% 18% $1,840
$26,039,527,7
Canada 34.0 26.1 77% 17,309,794 6% 66% 97 $24,404,430,925 20% 19% $1,410
€
France/1 65.4 36.4 56% 11,700,000 30% 32% 6,266,000,000 $9,178,531,669 33% 10% $784
€
Ireland 4.5 2.7 61% 1,191,155 39% 44% 3,398,000,000 $4,977,441,847 11% 20% $4,179
KRW
Korea – wage 4,240,915,000,
and salary /2 49.8 14.1 28% 5,774,784 15% 41% 000 $3,848,031,032 17% 30% $666
Korea – non KRW
wage and salary 3,212,569,000,
/2 49.8 3.6 7% 14,805,790 2,653% 413% 000 $2,914,952,364 596% 79% $197
€
12,190,000,00
Netherlands 16.6 9.6 58% 7,500,000 15% 78% 0 $17,856,096,561 26% 23% $2,381
€
12,880,531,00
Spain 46.0 19.6 43% 15,761,540 20% 81% 0 $18,867,596,824 23% 18% $1,197
£10,200,000,0
United Kingdom 62.0 46.5 75% 6,070,000 -10% 13% 00 $18,751,034,064 5% 6% $3,089
$366,132,092, $366,132,092,00
United States /3 308.8 154.3 44% 111,064,486 5% 83% 000 0 51% 26% $3,297
Average 67.7 33.5 55% 20,733,196 15% 58% - $53,647,615,291 25% 19% $2,094
Source ‘OECD population Statistics; OECD currency statistics (for $US conversion rate); survey data; US Internal Revenue Service Data Book.’
/1. Figures are for the 2007 to 2009 financial years.
/2. Korea provided two sets of data corresponding with wage and salary taxpayers and non wage and salary taxpayers. In terms of the following analysis only the later is considered as we are unable
to reconcile the two populations. The large percentages are a result of a government subsidy in 2008 (and 2009) distributed through the tax channel as a form of individual income tax refund. The
subsidy assisted low-income citizens to offset the rising cost of oil and gas. Over the two years some KRW2,582 billion ($US2.34 billion) was delivery to 13,939,626 taxpayers.
/3. Refunds include a one-off economic stimulus payment of around $US96 billion in 2008.
96
Correlations between key measures and attributes
% change in % change in change Refunds No. refunds Total Average No.

number of refunds value of as a % as % of no. Population Taxpayers refunds refunds refunds
in
Measure (2006-2008) refunds average of tax of taxpayers (2008 (2008 (2008)
(2006-2008) refund (2008) (2008) $US) $US)
(%)
% change in number of refunds

(2006-2008) - 0.05 -0.65 0.16 0.07 -0.35 -0.45 -0.30 -0.04 -0.29
% change in value of refunds
(2006-2008) 0.05 - 0.68 0.30 0.66 0.62 0.56 0.66 -0.11 0.70
% change in average refund -0.65 0.68 - -0.06 0.43 0.70 0.76 0.72 0.13 0.74
Refunds as a % of tax (2008) 0.16 0.30 -0.06 - 0.54 0.25 0.09 0.34 -0.06 0.34
No. refunds as % of no. of
taxpayers (2008) 0.07 0.66 0.43 0.54 - 0.25 0.15 0.39 -0.05 0.43
Population -0.35 0.62 0.70 0.25 0.25 - 0.98 0.97 0.24 0.97
Taxpayers -0.45 0.56 0.76 0.09 0.15 0.98 - 0.95 0.28 0.95
Total refunds (2008 $US) -0.30 0.66 0.72 0.34 0.39 0.97 0.95 - 0.36 0.99
Average refunds (2008 $US) -0.04 -0.11 0.13 -0.06 -0.05 0.24 0.28 0.36 - 0.28
No. refunds (2008) -0.29 0.70 0.74 0.34 0.43 0.97 0.95 0.99 0.28 -
Withholding -0.39 -0.20 0.11 0.45 0.37 0.01 -0.03 0.14 0.40 0.10
Withholding type -0.41 0.36 0.56 0.46 0.71 0.22 0.20 0.39 0.27 0.37
Employees file return 0.02 0.67 0.33 0.45 0.64 0.21 0.13 0.20 -0.71 0.28
Other return -0.02 -0.73 -0.57 -0.02 -0.73 -0.23 -0.23 -0.28 0.34 -0.36
Pre-filled 0.78 0.00 -0.63 0.19 0.11 -0.54 -0.66 -0.53 -0.31 -0.53
Lodgment gap 0.01 0.31 0.11 0.43 0.34 0.31 0.24 0.25 -0.58 0.33
Assessment -0.29 -0.16 0.07 0.18 0.06 0.16 0.15 0.19 0.24 0.18
Tax Gap -0.78 0.00 0.63 -0.19 -0.11 0.54 0.66 0.53 0.31 0.53
97
Company income tax
Table below details the survey data collected for company taxes. The immediate points of contrast between company and personal taxes are the
smaller population, the smaller proportion that obtained a refund (20% on average), the smaller aggregate value of refunds (except for France,
although this figure includes a short term economic stimulus program) but the much larger average refund and the much greater change in the
value over three years (56% for company refunds compared to 25% for personal refunds). In terms of company taxes across the countries there
are a number of notable contrasts. The change in the number of refunds between 2006 and 2008 sees two distinct groups: Australia, Canada,
Ireland, the Netherlands and Spain will small or negative growth; and the rest with growth more than double the first group. In terms of the number
of refunds as a proportion of taxpayers, Canada and the US stand out for their small percentages. In terms of the change in value France had a
150% increase compared to an average of 56%, which probably made a large contribution towards giving it the highest average refund among the
group. Canada is notable for the relatively small numbers in terms of changes in value over time and proportional values.
Company income tax market in the surveyed countries
Change Refunds 2008

Change in No. refunds in value as % of average
Company No. of no. 2006- as % of Value of 2006- gross refund (US
Country taxpayers refunds 2008 taxpayers Value of refunds refunds ($US) 2008 tax currency)
Australia 772,435 196,367 -4% 25% $6,912,497,809 $5,798,102,507 52% 10% $29,527
Canada 1,671,521 55,100 5% 3% $2,902,029,000 $2,719,802,249 8% 6% $49,361
France /1 1,535,000 316,800 38% 21% € 24,754,200,000 $36,260,326,947 150% 28% $114,458
Ireland 154,624 28,538 7% 18% € 975,000,000 $1,428,194,762 66% 16% $50,045
KRW
Korea 398,331 81,061 20% 20% 4,657,615,000,000 $4,226,127,393 5% 12% $52,135
Netherlands 791,000 269,000 5% 34% € 9,086,000,000 $13,309,310,365 30% 33% $49,477
Spain 1,450,907 433,036 3% 30% € 7,721,841,000 $11,311,069,608 41% 28% $26,120
United Kingdom /2 2,100,000 490,000 17% 23% £7,800,000,000 $14,339,026,049 75% 17% $29,263
United States 6,978,000 630,200 42% 9% $53,569,392,000 $53,569,392,000 80% 15% $85,004
Mean 1,761,313 277,789 15% 20% - $15,884,594,653 56% 18% $53,932
/1. Refunds in 2008 include measures adopted from a stimulus package with an estimated cost of around €14.6 billion. Figures are for the 2007 to 2009 financial years.
2/. Figures are for the 2007 to 2009 financial years.
Source: OECD population Statistics; OECD currency statistics (for $US conversion rate); survey data; US Internal Revenue Service Data Book.’
98
Value added tax
Table Z details the value added tax markets of the nine countries. Most notable is the small change in the average number of refunds (9%) but
the large proportion of refunds relative to taxpayers (79%), the latter partly reflecting the practice of multiple lodgments over the year (and the
reason why some countries have percentages greater than 100%). While the change of value is lower on average than for the other taxes, the
proportion of gross tax refunded is higher.
VAT market in the surveyed countries
2008
No. Change Refunds average
refunds in value as % of refund
VAT No. of Change as % of Refund 2008 2006- gross (US
Country taxpayers refunds 2006-2008 no. TP Value of refunds ($US) 2008 tax currency)
Australia 1,971,116 1,971,116 2% 100% $41,587,000,000 $34,882,570,039 36% 50% $17,697
Canada 2,800,000 2,604,000 -2% 93% $30,991,000,000 $29,044,985,942 -13% 67% $11,154
France/1 3,450,000 1,055,000 3% 31% € 45,965,000,000 $67,330,227,925 12% 32% $63,820
Ireland 287,406 321,655 11% 112% € 4,560,000,000 $6,679,557,040 5% 25% $20,766
KRW
Korea 4,714,227 926,667 7% 20% 38,967,500,000,000 $35,357,499,319 53% 47% $38,156
Netherlands 1,408,000 2,110,716 15% 150% € 24,103,000,000 $35,306,439,327 24% 36% $16,727
Spain 3,599,704 452,592 33% 13% € 31,745,848,000 $46,501,798,793 16% 27% $102,746
United
Kingdom/2 1,900,000 2,170,000 5% 114% £59,000,000,000 $108,461,863,706 10% 41% $49,982
United States n.a. n.a. n.a. n.a. n.a. n.a. n.a. n.a. n.a.
Average 2,516,307 1,451,468 9% 79% - $45,445,617,761 18% 41% $40,131
1. Figures are for the 2007 to 2008 financial years.
2. Figures are for the 2007 to 2009 financial years.
Source: OECD population Statistics; OECD currency statistics (for $US conversion rate); survey data; US Internal Revenue Service Data Book.
99
The association between characteristics and tax outcome for the personal tax segment
The analysis in table below shows the average and median personal income tax refund outcome associated with the various tax system
characteristics. Considering withholding type first, the countries with non-cumulative withholding generally have a larger market as given by the size
of the population, number of taxpayers and number of refunds. However, these countries have experienced a smaller increase in the number of
refunds over the period 2006 to 2008 (9% on average compared to 25% for countries with cumulative withholding and 30% for France which has
no withholding) suggesting a more stable market although one in which a greater number of taxpayers receive refunds (on average 77% compared
to 44%). Countries with non-cumulative withholding also have higher levels of refunds ($136.4 billion compared to $13.1 billion, although the
medians show this figure is skewed by the large refunds in the US) and these have grown at a faster rate over the period (37% compared to 20%).
They also return more of the gross tax back to taxpayers (21% vs. 16%).
Analysis of associations between features and refund outcomes in the surveyed countries
No. of Change Refunds No. refunds as 2008 average

Population Individual refunds - 2006- Value of refunds Change as % of % of no. of refund (US
Country - 2009 taxpayers 2008 2008 - 2008 ($US) 2006-2008 tax taxpayers currency)
Australia 22,183,000 12,640,767 10,227,002 16% $18,813,282,694 42% 18% 81% $1,840
Canada 34,029,000 26148,317 17,309,794 6% $24,404,430,925 20% 19% 66% $1,410
France 65,447,374 36,390,000 11,700,000 30% $9,178,531,669 33% 10% 32% $784
Ireland 4,459,300 2,715,038 1,191,155 39% $4,977,441,847 11% 20% 44% $4,179
Korea 49,773,145 14,145,580 5,774,748 15% $3,848,031,032 17% 30% 41% $666
Netherlands 16,595,700 9,600,000 7,500,000 15% $17,856,096,561 26% 23% 78% $2,381
Spain 45,989,016 19,545,751 15,761,540 20% $18,867,596,824 23% 18% 81% $1,197
United Kingdom 62,041,708 46,500,000 6,070,000 -10% $18,751,034,064 5% 6% 13% $3,089
United States 308,845,000 134,385,612 111,064,486 5% $366,132,092,000 51% 26% 83% $3,297
Mean 67,707,027 33,563,452 20,733,196 15% $53,647,615,291 25% 19% 58% $2,094
Median 45,989,016 19,545,751 10,227,002 15% $18,751,034,064 23% 19% 66% $1,840
Cumulative/non-cumulative withholding
Non-cumulative (mean) 95,413,175 45,693,674 36,525,321 10% $106,801,475,545 34% 21% 77% $2,232
Non-cumulative (median) 28,106,000 19,394,542 13,768,398 10% $21,608,856,810 34% 21% 80% $2,110
Cumulative (mean) 40,565,792 20,726,592 7,199,370 16% $11,611,025,942 14% 19% 45% $2,283
Cumulative (median) 47,881,081 16,845,666 5,922,392 17% $11,864,237,956 14% 19% 42% $2,143
None 65,447,374 36,390,000 11,700,000 30% $9,178,531,669 33% 10% 32% $784
100
Employees filing responsibilities
File return (mean) 77,551,748 36,122,290 25,619,658 15% $65,585,723,101 30% 20% 66% $1,654
File return (median) 45,989,016 19,545,751 11,700,000 15% $18,813,282,694 26% 19% 78% $1,410
Not file (mean) 33,250,504 24,607,519 3,630,578 15% $11,864,237,956 8% 13% 28% $3,634
Not file (median) 33,250,504 24,607,519 3,630,578 0 11,864,237,956 0 0 0 3,634
Other alternative tax returns
No other return (mean) 82,181,515 39,785,075 28,927,137 15% $75,875,338,446 32% 19% 70% $1,818
No other return (median) 40,009,008 22,847,034 13,730,770 16% $18,840,439,759 30% 18% 79% $1,625
Other return (mean) 38,758,051 21,120,206 4,345,313 15% $9,192,168,981 11% 19% 33% $2,645
Other return (median) 49,773,145 14,145,580 5,774,784 15% $4,977,441,847 11% 20% 41% $3,089
Pre-filled returns
Pre-filled (mean) 34,074,589 15,839,523 8,692,414 22% $12,256,830,104 25% 20% 59% $1,841
Pre-filled (median) 34,086,008 13,393,174 8,863,501 18% $13,517,314,115 24% 19% 61% $1,518
No pre-fill (mean) 134,971,903 69,011,310 44,814,760 0% $136,429,185,663 25% 17% 54% $2,599
No pre-fill (median) 62,041,708 46,500,000 17,309,794 5% $24,404,430,925 20% 19% 66% $3,089
Gap between end of financial year and lodgement period
Lodgment gap (mean) 86,779,873 40,035,877 28,185,101 15% $73,381,129,835 28% 21% 63% $1,623
Lodgment gap (median) 47,881,081 22,847,034 13,730,770 15% $18,361,846,692 24% 21% 72% $1,303
No lodgement gap (mean) 49,890,694 31,843,589 9,332,334 12% $15,580,949,476 27% 11% 42% $1,904
No lodgment gap (median) 62,041,708 36,390,000 10,227,002 16% $18,751,034,064 33% 10% 32% $1,840
Self-assessed returns
Self-assess (mean) 75,331,453 36,583,009 23,914,109 13% $65,113,415,627 24% 20% 58% $2,240
Self-assess (median) 45,989,016 19,545,751 10,227,002 15% $18,813,282,694 20% 19% 66% $1,840
Assess (mean) 41,021,537 22,995,000 9,600,000 23% $13,517,314,115 30% 16% 55% $1,583
Assess (median) 41,021,537 22,995,000 9,600,000 23% $13,517,314,115 30% 16% 55% $1,583
Measure tax gap
Tax gap (mean) 134,971,903 69,011,310 44,814,760 0% $136,429,185,663 25% 17% 54% $2,599
Tax gap (median) 62,041,708 46,500,000 17,309,794 5% $24,404,430,925 20% 19% 66% $3,089
No tax gap (mean) 34,074,589 15,839,523 8,692,414 22% $12,256,830,104 25% 20% 59% $1,841
No tax gap (median) 34,086,008 13,393,174 8,863,501 18% $13,517,314,115 24% 19% 61% $1,518
101

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FORUM ON TAX ADMINISTRATION

Tax Repayments: Maintaining the Balance Between

CENTRE FOR TAX POLICY AND ADMINISTRATION

ANAO Australian National Audit Office (Australia).

Background to the Forum on Tax Administration

Inquiries and further information

The key findings and observations from the research are:

 Improvements and enhancements to identifying and treating fraudulent, or otherwise non-

 Ensuring incorrect and fraudulent claims are detected prior to repayment.

 Chapter III outlines identified significant practices and synergies, and

 Chapter IV provides the key findings from the study.

Repayment workloads and related trends in participating countries

Personal income tax: There is a variety of potentially relevant factors, including:

Corporate income tax: Factors potentially relevant here include:

Value added tax: Factors relevant here include:

Personal Income Tax (PIT)

High vs. low change in average refund

100% 100% 100%

40% 40% 40%

Source: Country survey data

Table 3. Company income tax market in the surveyed countries, 2008

Changes from 2006 to 2008 Refunds in 2008

Value added tax

Table 4. Value added tax market in the surveyed countries, 2008

Changes from 2006 to 2008 Refunds in 2008

Table 5. Overall incidence of repayments in selected countries- 2005 to 2009

Overall incidence of repayment value made to taxpayers (% of gross

Repayments and taxpayers’ service delivery expectations

Use of technology in repayments processing

Corporate Income Tax

Value added tax

Table 6. Overview of the repayment governance initiatives in participating countries

Country Governance Initiatives

Box 3. Refund governance arrangements in the United Kingdom

Box 4. Refund governance arrangements in Australia

 providing a range of return filing services;

 post-issue audit and compliance examination and validation actions.

The management of tax repayment risk detection and validation

35. Normally, inflated repayment claims arise in practice as a result of incorrect/fraudulent

Repayment Compliance Risks

Current risks Emerging risks

Transaction Risks Transaction Risks

What is identity fraud?

Personal Income Tax Repayment Compliance Risks

Value Added Tax Repayment Compliance Risks

Figure 2. Illustration of carousel fraud in its simplest form

Table 8. Nature of risk scoring criteria used in risk profiling systems

Personal Income Tax

Box 7. US Taxpayer Advocate Recommendation

Box 8. Canada and benefits risks

 validate a client‘s eligibility and entitlement

Box 9. US Government data use

Box 10. UK data management

 VAT registration activities

 VAT repayment transactions, and

 a view of the taxpayer‘s compliance history.

Box 11. Ireland, VAT and new business

 validates the registration and updates the Revenue file