HMRC Abandons 10 Minute ADL Answering Target

 

 

In a kick ion the teeth to tax agents, HMRC has announced that it will be abandoning its 10-minute answering target on the Agent Dedicated Line (ADL) from 2 October 2023. This means that agents can expect to wait longer to speak to an HMRC advisor.

HMRC has said that the decision to abandon the 10-minute answering target is necessary to "focus on improving the quality of service we offer". However, many agents are concerned that this will lead to even longer waiting times, particularly during busy periods.

The ADL is a dedicated telephone line for accountants and tax agents to contact HMRC. It is designed to provide agents with quick and easy access to support. However, in recent months, there have been reports of long waiting times on the ADL.

Some agents have said that they have had to wait for over an hour to speak to an HMRC advisor. This has made it difficult for them to get the support they need and to provide a good service to their clients.

The decision to abandon the 10-minute answering target is likely to make this situation worse. It is important to note that HMRC does offer a number of other ways to contact them, including online and through the post. However, many agents find that the ADL is the best way to get support for complex or urgent queries.

It is a disgrace that HMRC is abandoning its 10-minute answering target on the ADL. This is a vital service for accountants and tax agents, and it's simply not good enough that HMRC is making it more difficult for them to get support.

This decision is motivated by cost-cutting rather than a genuine desire to improve the quality of service. HMRC has been under a lot of pressure to reduce its spending in recent years, and it seems that the ADL is one of the first services to be cut.

This decision will have a negative impact on taxpayers. If accountants and tax agents are unable to get the support they need from HMRC, it will take them longer to deal with their clients' queries. This will lead to delays in tax refunds and other important services.

Tax does have to be taxing.

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