Hello.
If you want to register an account abroad with DURS on your own initiative, you need to call 3 months to get a form.
As for the actual registration of the account or the ordering of the double taxation certificate, it was still quite fine. Once there was a problem, I submitted the form via eTaxes, but then everything got stuck, I think somewhere in Ljubljana, until I called and they forwarded it to Kranj (this is the unit that deals with this). From there on everything was fine (compliments to the clerk Mirjam), and the next time I needed a similar certificate the process went more or less normally.
What I really miss is the information or feedback. Practically every time you submit a form through eTaxes, the status of the submitted document first changes to "eMail (submitted to the main office)", where it then gets stuck. Usually, they get things sorted out and it doesn't matter in principle if they don't mark it as "completed" or "processed", but the problem arises when, for some reason, there is a deadlock somewhere in the process and there is no feedback. No email, no message in eTaxes, the status of the document remains the same and you don't even know what stage the process is at and then you have to call around until you get the right person to tell you what to do and how to do it. To be specific: I closed all my bank accounts in Slovenia and opened an account in Austria. When I registered it, the account was not marked in eTaxes as an account to which any overpaid income tax should be refunded (in the "Income tax" column the value was "No"). I tried to sort it out, I sent a few applications via eTaxes, I made a few phone calls, nothing happened. I even had to go in person (clearly when I am working, as those are office hours), where the clerk said that the software did not allow her to mark the "Income tax" column "YES" (she was friendly and correct, compliments to her too). On her advice, I then made a separate application to the filing office, as another department was supposed to deal with these matters (accounting, I am no longer sure), but again, nothing changed.
Finally, when I called again (just before the end of May), the clerk advised me to wait and see if I would get my income tax refunded and, if not, to call her to sort it out. Well, I did get the income tax credited to my account, although the account was still marked "No" in the relevant column. Presumably, if there is only one account, the overpaid income tax is automatically credited to it, regardless of how it is marked. It is nice that things have been sorted out, but if someone had given me the right information straight away (that the status of the account does not need to be changed separately), it would have saved a lot of time and work for both me and them. I think that in 2013 some procedures should make much better use of the technical possibilities, and this is especially true for the notification, or the possibility for the citizen to be able to monitor via the system at which stage the procedure is (but of course for this someone has to update the information in eTaxes accordingly).
Another comment - the submission of some forms is quite time-consuming. Instead of a pre-prepared electronic form in eTaxes, one has to submit a 'self-document' (because not all forms are available in the system) - which means that one has to first find the relevant form on the internet, print it out, then fill it in, then scan it and finally attach an image of the document as an attachment to the 'self-document' application. Yes, it is all done through eTaxes, but somehow it is not the e-commerce one would expect, it is too time-consuming. Indeed, all the prescribed forms could also be implemented electronically, which would speed up their completion and submission.
In a nutshell. I mean, you can get the information somehow, and the clerks are (at least usually) still pretty good, but organisationally speaking, there are probably still some gaps in the procedures themselves - especially those that are not quite "typical" and that the clerks probably don't deal with on a daily basis.