Actions Need to Be Taken to Address Inaccurate Internet Search Engine Taxpayer Assistance Center Location Information Which Poses a Threat to Employee Safety

On August 23, 2023, we alerted IRS management that language on the IRS.gov website could be perceived as though taxpayers can visit any local IRS office and obtain service. We also identified two locations listed as providing in-person document review, which incorrectly identified the cities of Charlottesville and Fredericksburg as being in Vermont when these cities are in Virginia. In addition, the city of Brattleboro was incorrectly displayed as being in Virginia, when the city is in Vermont.

The Deputy Commissioner for Services and Enforcement should designate an office responsible for updating the IRS’s business profile on external search engines. Each listing should have language referring taxpayers to the IRS’s website where taxpayers can obtain the most up-to-date information on office locations, in-person services, and contact information.