HMRC’s chief executive, Jim Harra, defended the tax authority’s customer service and phone line issues in a letter to the Treasury Committee, following reports earlier this month of taxpayers waiting on hold before being cut off and the outage of HMRC phone lines in December.
Harra acknowledged that wait times this year have increased to 27 minutes, compared to 12 minutes last January, but said that around 65% of the calls to the self assessment helpline during the two weeks ending 8 January 2023 could have been resolved if the taxpayer used HMRC online services instead.
“When more customers use our online services, this frees up our helpline advisers to offer a better service for those customers who have more complex queries or are unable to use online services...
...not to leave it until the last minute to do so."
Remember folks the state isn't here to help you, you're here to support the state!
Tax does have to be taxing.
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