IRS Customer Service

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The head of the Internal Revenue Service says agents goofed more often this year than last in advice handed out over the IRS telephone tip line.

Commissioner Mark Everson has given a quality review update to a House Appropriations subcommittee.

Some of the wrong answers are blamed on inadequate research and misapplied tax laws. The IRS says accuracy dropped quite a bit early this year when officials rewrote the scripts used by agents who talk to taxpayers who call with questions. The accuracy rate went back up when the scripts were revised. As of two weeks before the April 15 deadline, the accuracy rate was 82 percent -- one point shy of last year's rate.