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Dedicated to the taxpayers of Britain, and the employees of Her Majesty's Revenue and Customs (HMRC), who have to endure the monumental shambles that is HMRC.
Monday, 19 April 2010
Hanging On The Telephone - Busy
My sympathies to a loyal reader who emailed me the other day about some problems that he has been having with HMRC.
Aside from issues with HMRC losing corporation tax returns several times, he then had a few problems trying to complete a tax return online
Deciding to talk to a human being he called the "helpline", at 19:30, only to hear a 3 minute message telling him that HMRC were busy and that he should do it online.
At which point he was cut off.
Why is service declining?
It's not that hard a question to answer:
1 The tax system has become so massively complex that neither the taxpayer, nor HMRC staff, are able to easily understand it (if at all). Hence it takes an inordinate amount of time to deal with problems/queries.
2 The poorly managed restructuring of HMRC has caused disruption, chaos and a plunge in morale.
3 The limited resources available are not best placed to field queries and deal with taxpayers.
4 There are insufficient frontline resources to deal with taxpayers' issues.
5 There is not enough money available to fund the resources needed to deal with the overly complex taxsystem.
Tax does have to be taxing.
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