Ruth Owen, HMRC customer services director, has labelled British taxpayers as “customers”, despite radio presenter John Humphrys pointing out the public has “no choice” but to deal with them.
Good for Humphrys pointing out what has been said many times on this site over the past few years!
Tax does have to be taxing.
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Customer services?!....HaHaHAHARA
ReplyDeleteWell done to the brilliant John Humphrys and the BBC - British institutions of the finest quality & integrity and who understand the common sense real world - unlike the HMRC which is a complete shambles.
ReplyDeleteAn article on the internal "Newsspeak" was about educating 14 to 17 year old about tax. In the SAME sentence they were call both customers and taxpayers. Someone's head will roll for that gaff
ReplyDeleteIf anyone in HMRC's 'unproductive non-job spin unit' is awake enough to notice.
Deletei think " punters " would be more appropriate -ive been reprimanded by management for answering "customers" e mail tax queries -let them deal with the phone service ha ha ha ...at grass roots level ie people Ruth never deals with except on box ticking walkabouts , taxpayers are treated with contempt -the larger organisations of course have customer relation managers who would and have cancelled audits whilst the local chippy unergoes the full customer experience...
ReplyDeleteIt's is long overdue that HMRC should appoint people who have actually worked on the frontline of the Department to the senior positions in management. Career senior civil servants and fast track entrants is all well and good, but they have little or no life experience, find it impossible to understand what life is like for taxpayers, particularly small business for example, and hence treat them with contempt. What experience does the current Chief Executive have to qualify him to run the UK's tax authority?
DeleteNot sure what media training HMRC spokespeople get but they never seem to portray the Department in a serious and professional image. On another issue, why do HMRC spend so much on advertising the tax credit deadline? Claimants have known about it for some considerable time and if they have been too lazy to renew their claim - tough!!! The advertising spend would be better deployed on the problems with HMRC not answering phone calls, to help the small business owner get some advice with TAX queries. Or maybe they could give a pay rise to frontline staff who do all the work.
ReplyDelete