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If you cannot find the answer to your question in these instructions or online, please call us for assistance. See Making the Call below. You will not be charged for the call unless your Calling the IRS phone company charges you for toll-free calls. Our normal hours of operation are Monday through Friday from 7:00 a.m. to 10:00 p.m. local time. Assistance provided to callers from Alaska and Hawaii will be based on the hours of operation in the Pacific time zone. If you want to check the status of your 2009 refund, see Refund Information on page 93. TIP • Your personal identification number call 1-800-829-4059). Our menu allows (PIN) if you have one. you to speak your responses or use your Before You Call keypad to select a menu option. After re- • Your date of birth. IRS representatives care about the quality ceiving your menu selection, the system • The numbers in your street address. of the service provided to you, our cus- will direct your call to the appropriate as- • Your ZIP code. tomer. You can help us provide accurate, sistance. complete answers to your questions by hav- If you are asking for an installment ing the following information available. agreement to pay your tax, you will be • The tax form, schedule, or notice to asked for the highest amount you can pay which your question relates. each month and the date on which you can Before You Hang Up pay it. • The facts about your particular situa- If you do not fully understand the answer tion. The answer to the same question often Evaluation of services provided. The IRS you receive, or you feel our representative varies from one taxpayer to another be- uses several methods to evaluate our tele- may not fully understand your question, cause of differences in their age, income, phone service. One method is to record our representative needs to know this. He whether they can be claimed as a depen- telephone calls for quality purposes only. A or she will be happy to take additional time dent, etc. random sample of recorded calls is selected to be sure your question is answered fully. • The name of any IRS publication or for review through the quality assurance By law, you are responsible for paying other source of information that you used to process. Other methods include listening to your share of federal income tax. If we look for the answer. live calls in progress and random selection should make an error in answering your of customers for participation in a customer To maintain your account security, you question, you are still responsible for the satisfaction survey. may be asked for the following informa- payment of the correct tax. Should this oc- tion, which you should also have available. cur, however, you will not be charged any • Your social security number. penalty. • The amount of refund and filing status Making the Call shown on your tax return. • The “Caller ID Number” shown at the Call 1-800-829-1040 (hearing impaired top of any notice you received. customers with TTY/TDD equipment may - 95 -