HMRC's poor communication and service level was acknowledged by Melanie Hume, MTD external customer readiness lead at HMRC, who spoke during the roundtable discussion at Accountex in May.
“I think one of the biggest issues was the copying of the client list, which we acknowledged for VAT was our error.
It [agent services account] is a bit of a mystery to those who are perhaps new to being an agent or an accountant, so it’s really important that we get the communications right to help you through the process of registering.”
We do appreciate that there’s still lots of information that you need to know, and this will give you that granular level of detail, and that confidence that it [the ITSA rollout] is going ahead as planned.”
Hume went on to outline a series of other HMRC initiatives due to take place in the build-up to the new regime’s rollout, including a structured communication plan. She noted HMRC was ““trying really hard to listen to the feedback” and act on it.
“One of the things we’re working on is a time-bound communication plan, which is something we’re always asked for."Well then, by their actions so shall they be judged!
Tax does have to be taxing.
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