JEFFERSON CITY — State Auditor Scott Fitzpatrick announced a performance audit of the Missouri Department of Revenue’s customer service operations, citing repeated complaints from residents and annual whistleblower reports to his office.
Why the audit now
Fitzpatrick’s office said the review is intended to identify concrete steps that could improve how the Department of Revenue helps Missourians when they file tax returns, renew driver’s licenses or register and title vehicles. The announcement follows what the auditor described as frequent reports from citizens frustrated by long waits, confusing processes and other problems when dealing with the agency.
"When I talk to Missouri citizens, it is all too common for them to voice their frustrations about the Department of Revenue and the problems they’ve had navigating the bureaucratic maze," Fitzpatrick said.
In his statement, Fitzpatrick acknowledged the size and complexity of the department’s workload while expressing confidence the audit will yield actionable recommendations to reduce friction for the public.
How residents can share information
The auditor’s office is encouraging anyone with relevant information to come forward. Tips may be submitted confidentially through multiple channels:
- Phone: 800-347-8597
- Email: moaudit@auditor.mo.gov
- Online: www.auditor.mo.gov/hotline
To help the public understand the outreach options at a glance, here are the contact methods the auditor's office listed:
| Method | Contact |
|---|---|
| Phone | 800-347-8597 |
| moaudit@auditor.mo.gov | |
| Online form | www.auditor.mo.gov/hotline |
Local and statewide context
Missourians interact with the Department of Revenue for services that touch nearly every driver and taxpayer in the state. Problems at the agency — whether long call center hold times, backlogs in processing, or unclear online guidance — can cause missed deadlines, delayed refunds and other real harms.
Audits like this typically examine policies, staffing, technology and complaint handling to recommend improvements. While the Department of Revenue performs an enormous volume of work for the state, the auditor’s office said it expects the review to identify steps that make the customer experience "less frustrating and more efficient for Missouri citizens."
The auditor’s invitation for confidential tips may bring forward examples that illustrate systemic issues, helping the review target areas with the greatest impact on residents.
Updates on the audit’s scope and findings will be released by the auditor’s office as the review proceeds.
