AADE launches ‘my1521’ to improve taxpayer service and cut waiting times
The Independent Authority for Public Revenue (AADE) launched "my1521", a service system that integrates the 1521 telephone line with the 1521.aade.gr digital platform, on Tuesday. The new system aims to upgrade the quality of service for citizens and businesses, reduce the time spent on the phone, speed up the resolution of requests, and enhance the efficiency and transparency of public administration.
According to data from the AADE, in 2024 the Taxpayer Service Centre recorded 760,257 incoming calls, of which 47% were answered. The average waiting time was 17 minutes and 24 seconds, while 46% of calls (352,853 calls) were abandoned before being answered. Of the calls that were answered, only 10.24% were answered within the first 20 seconds.
During August, the pilot month for "my1521", the percentage of calls answered remained consistently above 95%. The percentage of requests resolved on first contact (service level) is between 80 and 85%.
The average waiting time did not exceed 1 minute, and 85% of calls were answered within the first 20 seconds. Although the average number of incoming calls is currently 2,000 per day, the Centre is ready to handle over 5,000 calls per day. Currently, 120 agents are employed.
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