1. We check your identity to make sure that the return we are preparing is actually for you.  Anyone can come in pretending to be you, and if we do not insist on identification, they might get your refund.  That is not good!!!
2. VITA volunteers are not paid for services provided; we volunteer because we have kind and big hearts, and feel good helping people, so please do not consider that it is your right to demand service to your satisfaction.
3. While some of us are tax professionals, many are not associated with the accounting or tax professions, and the our formal tax training may be limited to issues related to the target groups for the service.  Consequently, we may not be aware of all the deductions and credits for high income taxpayers, and a paid preparer may be able to get you a bigger refund even after being paid for their services than we can.
4. Arguing with volunteers about the unfairness of the tax laws is not productive and takes away from time used to help other taxpayers; whether or not they agree about fairness, they cannot change the laws.  Even the IRS cannot do so.  Changing the tax laws is the job of Congress, the Senate, and the President.
5. Please remember that VITA volunteers do not and cannot provide tax advice.  We prepare returns based on the information that you provide.  If we are not comfortable preparing your return with the information you provide, we may decline to do your return, since we try not to do something that may cause problems later.
6. Telling volunteers to prepare the returns as they wish is not reasonable or acceptable. Remember, if the IRS questions the return, you are responsible for the information provided, not the volunteers.
7. Not all of us can or will help all taxpayers.  VITA volunteers are trained and certified to do certain kinds of returns.  In general they are trained to do basic low-income returns with W-2 income, interest, dividend, unemployment income, Social Security Benefits, Schedule A, and Schedule C-EZ.   If your return includes some or all of these items, we will do the best we can.  Most volunteers are not certified to complete Military returns or returns with international income.  If you fall outside the group, we will help you if time is available, and there are preparers comfortable doing your return.
8. The returns we prepare are considered self-prepared returns.  The site information is provided so that the VITA program can track the number of returns from each site, and we do not sign your returns.  A paid preparer on the other hand, has certain obligations to you under the law, and needs to sign your return.
9. Most of us stop volunteering for the year at the end of the tax season.  If you need help after that time, the best place is the walk-in center at the IRS office.
10. Please bring all your information at once.  Bringing in additional information after the return is filed requires a lot of rework, and takes away time from other taxpayers needing help.
11. As VITA volunteers, we may not solicit or accept payment for services, or solicit business for tax practice outside of VITA.  We may not recommend any specific paid preparer, but as a courtesy, may point you to places where you may locate paid preparers in the local area.
12. Be reasonable.  Showing up 15 minutes before the site is scheduled to close is not good for the volunteers or you; they are tired, and may not be able to give you the detailed and complete service that you deserve

The information provided above relates specifically to Santa Clara County VITA sites - however,  it may generally apply to other VITA sites.