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Appeals Process
    		• Increase the percentage of decisions issued within 12 months of filing.

    Audit Process
    		• Issue 80% of audits to the taxpayer within 50 calendar days of the exit conference.
    		• Provide fair and equitable treatment to taxpayers during an audit.

    Taxpayer Refunds
    		• Taxpayer refunds not requiring field audit verification will be completed within ten business days of receipt by the Department.

    Phone Process
    		• Answer 80% of phone calls within two minutes in the Taxpayer Assistance Phone Center.

    Claims Process
    		• Refund 80% of Unclaimed Property monetary requests within ten business days.
    		• Refund 80% of Unclaimed Property non-monetary requests within 30 business days.

    Letter Process
    		• Provide answers to 75% of written ruling requests within ten business days.

    Taxpayer Advocate
    		• Respond to 100% of Taxpayer Rights inquiries within one business day.

    Public Records Request
    		• Respond to 100% of written public record requests within five business days.