The Internal Revenue Service conducted a study of the quality of telephone advice it provides to taxpayers. It found that only 27% of callers actually received complete answers to their questions. Almost three quarters of callers were denied service, told to call back later, or had an excessive waiting time and simple hung up before speaking with a representative.

Of those few callers that received complete answers, the answers given by IRS representatives to tax law questions were correct only 50% of the time.

Taxpayers are often surprised to learn that they are not protected by relying on advise from an IRS employee. Only a private tax adviser can warranty the reliability of their advice, and the warranty is limited to the specific remedy offered by the adviser. This might be representation at no additional charge to resolve an issue in dispute or a return of the fee. A taxpayer can rarely be protected from tax liability due to incorrect advice.