Current: 4/1/2026 @ 11:45 AM
| Call Type | Call Description (Common Verbiage Used By Caller For Call Type) | Should call be transferred | Timeline for Resolution (days/weeks/months) | Call Transferred to Extension or Action | Cold/ Warm Transfer |
| TP In Office Appt | Create appt for taxpayer on TAP website. Note hours for cash payments per location. | No | Same day | APPOINTMENT | Cold |
| ALL SPANISH CALLS | Any call with that is Spanish speaking | Yes | Same day | Tax and Audit – Spanish | Cold |
| Personal Income Tax | Pays Taxes in multi states | Yes | NA | Skill 1 (Personal Income Tax) | Cold |
| Personal Income Tax | Checking on status of mailed return | Yes | 12 weeks | Skill 1 (Personal Income Tax) | Cold |
| Personal Income Tax | Update on refund | Yes | Same Day | Skill 1 (Personal Income Tax) | Cold |
| Personal Letter Received | Withholding disallowed due to withholding in error | Yes | 12 weeks | Skill 1 (Personal Income Tax) | Cold |
| Personal Letter Received | Return adjustment Notice | Yes | Same Day | Tax and Audit - RPD PIT | Cold |
| Personal Letter Received | Money taken out of my account or did not get my refund, Final notice letter | Yes | Same Day | Skill 8 | |
| Personal Extension | How to apply for PIT extension | No | NA | RPD-41096 complete by 4/15/2026 | Cold |
| Personal Estimated Payments | When do I need to do estimated payments | Yes | NA | Skill 1 (Personal Income Tax) | Cold |
| Personal Residency and Taxes | Military spouse is non resident why do I have a balance due? | Yes | NA | Skill 1 (Personal Income Tax) | Cold |
| Personal Income Tax and TAP | Tap not matching what was filed | Yes | NA | Skill 1 (Personal Income Tax) | Cold |
| Personal Income Tax Did Not Receive Refund Requesting Trace | Requesting trace on the direct deposit through financial services. | Yes | Same day | Skill 1 (Personal Income Tax) | Cold |
| Business Weight Distance | Trying to access Permits on TAP; requesting override for permits | Yes | Same day | Skill 2 | Cold |
| Fiduciary Income Tax | A fiduciary is someone who manages money or property for someone else. | Yes | Same day | Tax and Audit - RPD CIT | Cold |
| Corporate Income Tax | Any Corp income tax questions | Yes | Same day | Tax and Audit - RPD CIT | Cold |
| Business Return Inquiry | GRT-Gross Receipt Tax; WWT-Wage Withholding; CMP-Compensating Tax; WKC-Workers Compensation Tax; GGRT-Government Gross Receipt Tax | Yes | Same day | Skill 2 | Cold |
| Cannabis Appointments | Cannabis appointments for any reason, including Cannabis payment appointments. All Cannabis appoints must occur in the NM TRD field office in Albuquerque. Cannabis appoints will be set before 3:00 PM MST on the day the appointment is set. | Yes | Same day | Skill 2 | Cold |
| Business Gross Receipts Question Taxability | Question on Out of State Sales | Yes | Same day | Tax and Audit - Auditor | Cold |
| Business Assistance | Requesting to Re-open business tax id | Yes | Same day | Skill 3 (Business Registration help ) | Cold |
| Business Registration Certificate | Can I generate my business registration certificate on TAP; Department staff will guide caller on how to generate certificate. | Yes | Same day | Skill 3 (Business Registration help ) | Cold |
| Business Registration | My company is in another state, but I have employees in NM, what do I do? | Yes | Same day | Skill 3 (Business Registration help ) | Cold |
| Business Workers Compensation | How many employees are required to setup account? 3 or more for all companies, exception: 1 or more for construction | Yes | Same day | Skill 3 (Business Registration help ) | Cold |
| Business Estimated Payments | When do I need to do estimated payments | Yes | Same day | Skill 2 (Business Income Tax) | Cold |
| Business Tobacco License | Wanting to register | Yes | Same day | Skill 3 (Business) | Cold |
| NAICS code questions - Business or PIT | Any business or PIT asking questions about NAICS codes | Yes | Same day | Skill 3 | Cold |
| Collections and Payment Plans or both individual and business | Either PIT or CIS/Business can setup a payment plan or discuss payment options for taxpayer already in collections process | Yes | Same day | Skill 4 (Payment Plans and Collections) | Cold |
| Taxpayer Access Point Password | Need my password reset | Yes | Same day | Skill 5 (TAP Support) WEB | Cold |
| Business verifying credit or balance due | Can be done in TAP | Yes | Same day | Skill 6 (Balance Inquiry) WEB | Cold |
| Letter Received - Assessment | Payment made but Rec'd Assmt Letter | Yes | Same day | Skill 6 (Balance Inquiry) | Cold |
| Letter Received - Penalty | Taxpayer has questions. | Yes | Same day | Skill 8 (Balance Inquiry) | Cold |
| Misapplied Payment | Payment made not reflecting on account | Yes | Same day | Skill 6 (Balance Inquiry) | Cold |
| Double Payment Taken | Department withdrew two payments | Yes | Same day | Skill 6 (Balance Inquiry & Misapplied Pmts) | Cold |
| Payment question | What payments methods are acceptable: e-checks, debit/credit card, check or money order | Yes | Same day | Skill 6 (Balance Inquiry) | Cold |
| Payment question | Need help in TAP to submit a payment | Yes | Same Day | Skill 4 (Payment Plans and Collections) | Cold |
| IRS offset letter | Offset Letter Received from Internal Revenue Service (IRS) | Yes | Same Day | Skill 1 | Cold |
| Non-Taxable Transaction Certificate NTTC | Can be done on TAP; If transferred to Skill 7, department staff can update information and give additional instructions | Yes | Same day | Skill 7 | Cold |
| Letter Received - Identification | Identification Verification Letter | Yes | Same day | Skill 8 (Letters Rec'd Requesting Additional ) | Cold |
| Letter Received - Additional information request | Can be identify theft, transfer | Yes | Same day | Skill 8 (Letters Rec'd Requesting Additional ) | Cold |
| Request to reissue refund for deceased taxpayer | What do I need to do? Submit request RPD-41083 with: Check issued to deceased taxpayer, Death certificate, and application for refund for deceased taxpayer form RPD-41083 | Yes | 12 weeks | Tax and Audit - RPD PIT | Cold |
| Property Tax and Auctions | Questions related to property taxes and auctions of any kind | Yes | Same day | Property Tax Division, transfer (rotate) to: Appraisal Bureau Admin Desk – 505-827-0885 Delinquent Bureau Admin Desk – 505-827-0883 State Assessed Bureau Admin Desk – 505-827-0894 | Cold |
| Unclaimed Property | All unclaimed property calls | Yes | Same day | Transfer caller to (505)827-0668 | Cold |
| Customer complaints | Collect date of call and phone # of the original call. Tax management team to pull call and review call experience | No | Email: Colin Welch, Amanda Curnow, Danual Trujillo, Micheal Padilla | Cold | |
| 1099-G, 1099-INT | Can I get a copy of my 1099 | Yes | Same Day | Skill 1 | Cold |
| Renew business license | TP needs letter of good standing or current business reg letter | Yes | Same Day | Skill 3 | Cold |
| Update Address Business | Need help in TAP or with form ACD-31015 | Yes | Same Day | Skill 3 | Cold |
| Update address Personal | Need help in TAP or with form RPD-41260 | Yes | Same Day | Skill 1 | Cold |
| Booklet, general form requests or Filer kits - Mailed | TP needs mailed forms or kits mailed | No | Same Day | Email: Amanda Curnow, Danual Trujillo, Micheal Padilla | Cold |
| Closing/opening business | business registration | Yes | Same Day | Skill 3 | Cold |
| Filing Assistance | TP needs help preparing taxes | No | Same Day | https://www.tax.newmexico.gov/individuals/file-your-taxes-overview/personal-income-tax-filing-assistance-information/ | Cold |
| Filing Assistance in TAP | Technical errors on the system | Yes | Same day | Skill 5 (TAP Support) WEB | Cold |
| W-2 | Need a Copy | No | Same day | https://www.irs.gov/forms-pubs/about-form-w-2 | Cold |
| W-2 | Need to bulk upload | Yes | Same day | Skill 5 (TAP Support) WEB | Cold |
| W-2 | Need help uploading W-2 | Yes | Same day | Skill 5 (TAP Support) WEB | Cold |