Frequently Asked Tax Refund Questions

Frequently Asked Tax Refund Questions

Claiming your tax refund is a walk in the park if you know how to go about it. Let us help you familiarize yourself with several key concepts. We have answers for questions that we often get from our clients. If you need further help, feel free to reach out today!

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  • eRefund is
    • Customer Focused
    • Prompt in payment
    • Efile Approved
    • IRD Approved

We recommend you apply now. The sooner you apply, the sooner you will get your tax refund. If you file early, you’ll find out sooner if you’ll get a refund or if you owe the IRD. This gives you plenty of time to sort out your taxes and we can help you do that today.

If we find out through our system that you owe the IRD, we will seek your approval before we proceed. We will only process with your permission. Tax refund application through us is completely risk-free.

You will receive a confirmation about your tax refund within the day you apply. Generally, we will send your refund to your bank account within 5 working days.                                  (Please refer Terms & Conditions)

In some cases where you need time to complete your requirements or your records are still being verified by the IRD, we will keep you posted through e-mail regarding the current status.

For first time applicants, we just need your full name (as per IRD records), IRD number, communication details (address, e-mail, phone number) and bank account number in case you opt for bank transfer for your tax refunds. A valid ID with a photo is also required we suggest you submit your NZ Driver’s License. Please refer Required Id's page for more details

We, at eRefund, utilize a Secure Sockets Layer (SSL) protocol with 128-bit encryption. This simply means that through this system, we enhance the privacy of information passing between your computer browser and our servers. Our agency is required by the IRD to secure your info in order to protect your rights and uphold the integrity of our country’s tax system.

The eRefund team has professional accounting qualifications with excellent international credentials. We adhere to a professional code of conduct and we have instilled a work culture with utmost respect for our clients’ privacy and confidentiality.

Well, it is a rare case but if that happens, we are enjoying professional indemnity and public liability insurance. It means that in case we make any professional misjudgment, you will not be affected at all.

In the event that you avail eRefund’s services, we will assess the past five years for your tax refund credits. Moving forward, we assure you that we will assess your tax refund account again so that you can focus on core activities and your tax thing is sorted by the experts.

If you do not want us to process your tax refund for future years you can drop us an email at or or call our toll-free number 0508 373 386 during working hours. Moreover, in addition to this, any change in circumstances of your financial position that may impact your tax position shall be communicated by you to us as soon as you are aware of it. Some of the common circumstances are:

  • Income from rental property.
  • Any cash payment received wherein tax is not deducted.
  • Income from self-employment.
  • More than $200 dividends or interest income received.
  • Being non-resident for more than 5 years.
  • Applied for Working For Family Tax Credit by either you or your spouse.

If you are not sure about your financial circumstances, you can discuss more in detail with us with a prior appointment.

We have an adequate and robust procedure to file a complaint and a Toll-free number to contact us. Our toll-free number is not only free to call from landline number but also the clients can call us from their mobile for free.

Clients can either email us to or or call us at 0508 373 386 (eRefund).  Turnaround time (TAT) to address the customer grievance is 24 hours. However, since the matter relates to IRD, so resolution may take some time depending upon the circumstances. Moreover, a follow-up is taken with IRD and the same is communicated on timely basis with client.

Following is the escalation process regarding client complaints:

  • Call at our Toll Free (free for both mobile and landline) number 0508 373 386 (eRefund) or email us at TAT of 24 hrs to address the complaint.
  • Call our Head Office landline number 092667958 if compliant is not addressed in 24 hrs or email us at TAT of 48 hrs to address the complaint
  • Call our Director – Tax Advisory mobile number 0220422442 if compliant is not addressed in 72 hrs. TAT of 72 hrs to address the complaint
  • Call IRD helpline 0800 775 247 if compliant is not addressed in 72 hrs.