HMRC Under Fire for Lengthening Phone Line Delays
Customer service at HM Revenue and Customs (HMRC) has reached an all-time low, with phone line waiting times deteriorating, according to a report by MPs. The Public Accounts Committee found that nearly two-thirds of taxpayers had to wait more than 10 minutes to speak to an adviser. The average wait time for a call to be answered was 16 minutes and 24 seconds from April 2023, compared to 12 minutes and 22 seconds the previous year. The committee noted a continuous decline in services, with 63% of callers waiting more than 10 minutes, up from 46% in 2021-22.
Meg Hillier, chair of the committee, criticized HMRC‘s performance, saying, “Almost eight years have passed since our committee challenged HMRC over its telephone lines’ holding message being one of the most streamed pieces of music in the country. Our latest report into its performance sadly illustrates a continued tale of decline in its services.”
The tax authority has faced challenges in swiftly answering calls, prompting controversy when it closed its central self-assessment helpline over the summer and encouraged people to use a chatbot instead. HMRC has emphasized using digital services, stating that it received over three million calls on issues quickly addressed online, such as resetting passwords and checking National Insurance numbers.
The committee highlighted several issues, including taxpayers being pursued for trivial amounts of debt, a focus on prosecuting severe cases leading to fewer prosecutions, and delays in identifying errors and fraud in the system. The report also mentioned distress caused to innocent citizens, citing cases where taxpayers received thousands of letters due to fraudulent use of their address by others registering for VAT.
An HMRC spokesperson defended its progress in improving customer services, focusing on digital channels. The spokesperson stated, “Millions more people used our highly-rated online services last year – saving them waiting on the phone and freeing up our advisers to deal with those people who need extra support.” The spokesperson also highlighted increased usage and satisfaction rates for online services and improvements in response times for customer correspondence.
Comment Template