HMRC are pausing webchat for three months, apparently it is inefficient for people with complex tax queries.
HMRC say supporting PAYE customers with coding queries takes 84% longer via webchat than it does over the phone. Payments in Child Benefit and Registrations in VAT both take around 50% longer.
HMRC are pausing most of their webchat for 3 months from today to review their services.— CIOT (@CIOTNews) January 4, 2022
They have told us: "Webchat is effective when we use it to answer simple queries... [but] supporting customers with complex queries has proven to be inefficient"
Surely this now forces people to try to use the already under-performing phone lines, or end up using an accountant (at extra cost)?
Someone should tell the government, that webhat is off the air, as their website still claims you can use it!
Tax does have to be taxing.
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