According to Janek Rozov, Deputy Director-General for Development at the ETCB, the start of the income tax return filing period always brings a heavy workload to the service channels of the ETCB. “The pace at which tax returns are submitted is impressive. While more than 290,000 returns were submitted by the morning of the second day alone, the total had exceeded 420,000 by last Friday evening," Rozov said.
During the peak hours of the first days, customers had to queue to access the e-services environment e-MTA. This was especially the case when the system was serving up to 40,000 users simultaneously. “Fortunately, most customers know to expect the queues on the first days. For us, such increased activity is a sign of trust in e-services," said Rozov.
Most tax returns are submitted in the e-services environment e-MTA. More and more customers prefer to do this through smart devices. In light of the rise in scam messages, the ETCB recommends signing in to the e-services environment only through the ETCB’s official website emta.ee and selecting “E-services”.
However, some customers also visit service bureaus to submit their income tax returns. In the first week, more than 4,300 people in total visited the bureaus of the ETCB. That is 13% fewer visitors than at the same time last year.
Over the years, the number of visitors to the service bureaus of the ETCB has steadily decreased. While more than 102,000 people visited the service bureaus of the ETCB in 2016, the number of visitors fell to 57,000 by 2024. There was a slight increase in the number of visitors in 2025, when 8.4% more people visited service bureaus than a year earlier.
“This year, less than 0.5% of those who have filed their income tax return have done so on paper at a service bureau. This shows that people increasingly prefer our convenient e-services and other customer service channels. Offices are visited mainly by people who do not have the technical means to use the internet or the necessary tools to authenticate themselves online,” said Rozov.
Every year, the ETCB participates in the “Hea Teeninduse Kuu” (Great Customer Service Month) campaign, which highlights professional and customer-oriented service. The results of the past five years show that satisfaction with ETCB customer service remains consistently high. This is the case even though the number of visitors to the service bureaus has been steadily decreasing.
“The quality, speed and friendliness of our customer service have received positive feedback from our customers. Customers highlight clear explanations, easily understandable advice and a smooth service process. The individual approach and readiness to find solutions to even more complex situations are especially valued. This shows that our dedicated customer service representatives perform their role well and provide reliable service," said Rozov.
There is no need to rush to submit the income tax return, as it can be filed until 30 April. More information about filing the 2025 income tax return is available on the ETCB web site.
