HMRC failed to answer 4 million telephone calls last year.
The service has been branded ‘disappointing’ by Meg Hillier, chair of the Public Accounts Committee.
In addition to not answering 4 million calls, 14% of calls took more than 10 minutes before there was an answer.
Meg Hillier, chair of Parliament’s Public Accounts Committee, told the Telegraph:
‘There are a lot of people who are self-employed, who do not have a raft of tax advisers and who rely on HMRC for help."An HMRC spokesman is quoted by Metro:
‘We have improved our customer service standards enormously over the last two years.In other words, HMRC thinks it is doing well!
Our phone call handling has got better, with the average response time falling from 12 minutes in 2015-16 to below five minutes for the past two years.
Time in the automated telephony system is valuable because it ensures customers are directed to the right person to deal with their question, or get their question answered through the automated system.
The National Audit office last year recognised a large number of organisations use the same measures as HMRC."
Tax does have to be taxing.
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