The ICAEW is querying the efficiency of Agent Dedicated Lines (ADL's), and is asking for feedback from users:
"Are the agent telephone lines still working well?
The Tax Faculty is hearing from agents that HMRC's Agent Dedicated Lines (ADLs) are not working as effectively as they did when first introduced.
We understand from some agents that if the contact centre staff cannot help immediately, HMRC is replying by letter rather than calling back. This is causing problems for some agents as the reply is taking up to three weeks. Also, as the agent has not had a chance to speak to someone and explain the problem fully, their question is sometimes not answered satisfactorily.
We are interested to know your experience on:
-How easy it is to get through to ADLs on the telephone
-How often HMRC contact centre staff are able to answer your query immediately
-If they can't do this, what is the call back time?
-If you don't get a call back, are you instead receiving a written response?
-How long is it taking overall to receive a satisfactory answer to your question?
-If the system is not working as well as expected, we want to alert HMRC at an early stage."
Comments and experiences are welcome.
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