HMRC Is Shite

HMRC Is Shite
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.

Thursday, 14 November 2013

HMRC's Phone Racket

As per PAC's report "27th Report - Charges for customer telephone lines" published 11 November 2013, page 18:
"Q7 Chair: Okay. When we looked at HMRC, we uncovered—I think, actually, after our Report you uncovered, in further inquiries—that Cable and Wireless was making £1 million out of the telephone deal with HMRC on the use of 0845 or 0844 numbers. That’s a bit of a racket, isn’t it?"
Quite!
"Q11 Chair: Do you accept the Ofcom research in this Report, that customers are deterred from using phones because of higher charges, and that therefore that will cost the Government more because they are more likely then to visit the diminishing number of HMRC offices or the Jobcentre Plus, which will cost a lot of money?"
Page 6 sums it up nicely:
"The performance of HM Revenue and Customs is considerably worse, with an average waiting time for calls to be answered in the first quarter of 2013–1 4 of about seven minutes. Astonishingly, the Department only managed to answer 16% of the calls it received to its Tax Credits helpline on 31 July 2013, the deadline-day for notifying changes of circumstances."
As ever, comments and views are welcome from all.

Tax does have to be taxing.

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