Massachusetts Department of Revenue Phone Number: How to Contact Them

Reaching the Massachusetts Department of Revenue (DOR) by phone is crucial for resolving tax questions, making payments, or addressing account issues. To avoid long wait times and misdirected calls, taxpayers should know the right number to dial and have necessary information ready.

General Tax Inquiries Line

The Massachusetts Department of Revenue’s General Tax Inquiries Line is the primary contact for individuals and businesses with state tax concerns. Representatives assist with tax obligations, filing requirements, payment options, and deductions.

Many taxpayers call to check refund statuses, which may be delayed due to processing backlogs or errors. Representatives can verify if additional documentation is required or if adjustments have been made. Those receiving notices about discrepancies or outstanding balances can call to clarify issues and discuss solutions.

Wait times peak in March and April. Calling early in the morning or midweek can help reduce delays. Automated services are also available for basic account inquiries without speaking to a representative.

Divisions and Their Phone Lines

The Massachusetts Department of Revenue has multiple divisions, each handling specific tax matters. Calling the correct department ensures quicker service and reduces the need for transfers.

Individual Filings

Taxpayers with questions about personal income tax returns, estimated payments, or tax credits should contact the Individual Filings division. This department provides guidance on Massachusetts’ tax brackets, including the 5% income tax rate and the 4% surtax on income exceeding $1 million, introduced by the Fair Share Amendment.

Common inquiries include correcting return errors, requesting extensions, or asking about deductions like the Earned Income Tax Credit (EITC) or the Senior Circuit Breaker Credit. Those receiving a Notice of Assessment due to underpayment can get explanations on penalties, which include interest charges based on the federal short-term rate plus 4%.

For taxpayers needing to amend a return, representatives provide instructions on submitting Form ABT (Application for Abatement) and estimated processing times. Since tax laws change periodically, calling ensures access to the most current information.

Business Accounts

Businesses must comply with tax obligations such as sales and use tax, corporate excise tax, and employer withholding tax. The Business Accounts division assists with registration, filing requirements, and payments.

Sales tax, currently 6.25%, is a frequent topic. Businesses must collect and remit this tax on applicable transactions, typically on a monthly or quarterly basis. Late filings can result in penalties of 1% per month, up to 25% of the unpaid tax.

Employers also contact this division for payroll tax withholding guidance. Massachusetts requires businesses to withhold state income tax from employee wages and submit it with Form M-941. If selected for an audit, companies can get clarification on the process and required documentation.

New businesses can receive help registering for a MassTaxConnect account, the state’s online portal for managing tax filings and payments. Understanding these requirements helps businesses avoid compliance issues and penalties.

Collections

Taxpayers with outstanding balances or collections notices should contact the Collections division to discuss payment options. Massachusetts law allows the DOR to impose penalties and interest on unpaid taxes, with interest rates based on the federal short-term rate plus 4%.

If full payment isn’t possible, taxpayers may qualify for a payment plan. The department typically requires a minimum monthly payment based on the total amount owed. Missing a payment can result in default, leading to enforcement actions such as bank levies, wage garnishments, or license suspensions.

For those facing financial hardship, the division may consider an Offer in Compromise, allowing taxpayers to settle their debt for less than the full amount owed. Eligibility is based on income, assets, and financial situation. Calling early helps taxpayers explore options before enforcement actions escalate.

Required Documentation Before Calling

Having the right documents ready before calling the Massachusetts Department of Revenue makes the process smoother and reduces the need for follow-ups.

Individuals should have their Social Security number or Individual Taxpayer Identification Number (ITIN) for authentication. If calling on behalf of someone else, a completed Form M-2848 (Power of Attorney and Declaration of Representative) may be required.

Businesses should have their Federal Employer Identification Number (FEIN) or Massachusetts DOR-issued account number. Recent filings, such as a copy of the most recent tax return or a notice from the DOR, can provide context for the inquiry. For payroll tax issues, records of employee withholdings and payment history may be necessary.

For disputes or adjustments, supporting documents such as bank statements, canceled checks, or proof of estimated tax payments can help substantiate claims. If addressing a penalty or interest charge, reviewing the relevant Massachusetts General Laws on late payment penalties can provide insight into potential relief options.

Verifying Official Contact Numbers

Ensuring you have the correct phone number for the Massachusetts Department of Revenue helps avoid scams. Fraudsters often impersonate tax agencies to steal personal information or demand illegitimate payments.

The best way to confirm a number is by visiting the Massachusetts Department of Revenue’s official website (www.mass.gov/dor). Official correspondence from the DOR also includes accurate contact details.

Be cautious when searching for numbers on third-party websites, as outdated or incorrect information is common. Fraudulent sites may mimic government pages to mislead taxpayers. To verify accuracy, compare any number found online with official government listings or use secure channels like MassTaxConnect before calling.

Additional Communication Options

While phone support is direct, alternative methods may be more efficient for non-urgent matters, especially during peak tax season.

MassTaxConnect, the state’s online tax portal, allows individuals and businesses to manage accounts, file returns, make payments, and check refund statuses. Taxpayers can also send secure messages to DOR representatives and upload supporting documents, often receiving responses within a few business days.

For written communication, mailing inquiries or appeals to the DOR is an option. When disputing a tax assessment or requesting penalty relief, submitting a formal letter with supporting evidence ensures a thorough review. Certain matters, such as abatement applications or audit disputes, may require written submissions.

The DOR also offers in-person assistance at select locations, though appointments may be necessary for specialized services.