Starting December 11 (until 31 January), HMRC will be implementing a new screening process for calls to its self-assessment helpline and Agent Dedicated Line. Only calls deemed "priority" will be answered directly, while others will be directed to online resources or left on hold for an unspecified period. This decision has raised eyebrows and prompted worries about accessibility and customer service.
Proponents of the new approach argue that it aims to streamline the support process, ensuring that only those with pressing concerns receive immediate attention. They claim that this will free up agents to focus on more complex issues, improving overall efficiency.
However, critics of the move cite accessibility concerns. They argue that many taxpayers, particularly those with limited digital literacy or those facing time constraints, may not be able to effectively navigate online resources. Additionally, lengthy hold times could lead to frustration, anxiety, and potential compliance issues.
The temporary closure of the self-assessment phone line this summer further heightened concerns. While HMRC attributed this closure to resource limitations, it reinforced the notion that taxpayers may face barriers in accessing the support they need.
The move to restrict HMRC's helplines raises a critical question: are we moving towards a more efficient and streamlined service, or are we creating a system that alienates and disadvantages taxpayers?
Needless to say this action is not in the best interests of the taxpayers!Tax does have to be taxing.
Tax Investigation Insurance
Market leading tax fee protection insurance for businesses, sole traders and individuals. Protect yourself from accountancy fees in the event of an HMRC enquiry.
Having a Solar Protect Tax Investigation Insurance policy at your disposal means that should you be one of the many 1000's of businesses or individuals that are selected by HMRC each year to look into your tax affairs your own accountant (your tax return agent) can get on and defend you robustly.
You have the peace of mind knowing that your accountant's (your tax return agent) fees will be paid by the insurance without any Excess for you to find.
Tax Investigation Insurance is an insurance policy that will fully reimburse your accountant's (your tax return agent) fees up to £100,000 if you are subject to enquiry by or dispute with HMRC.
A Solar Protect policy will enable your accountant (your tax return agent) to:
- Deal with any correspondence from HMRC
- Attend any meeting with HMRC
- Appeal to the First-tier Tribunal or Upper Tribunal
- Having the security of knowing that fees will be met in full will enable your Accountant (your tax return agent) to defend your position robustly
Please click here for details.
HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"
Does the Equality Act 2010 not apply to HMRC?
ReplyDeleteWhat happened to abiding the rule of law.
This action discriminate and puts barriers in front of people with disabilities and long term health conditions.
The impact it will have on compliance is plain.
HMRC and its army of unskilled and demotivated staff have literally given up on providing a proper service. Shame on them.
Jim Harra must have known when he was at the PAC that they wouldn't have the resources to cope. A seasonal model that isn't seasonal.
ReplyDeleteIf they're going to restrict access then it should be for everyone. If you have a complex enquiry, you'll likely have an accountant anyway so ask them.
Yes it is taking the piss! & Just like the summer shutdown both front line staff & taxpayers given a couple of days notice!!
ReplyDeleteA lesson that HMRC is very slow to learn. If it isn't broke, don't fix it. Don't put a tax office next to a train station that only has 11% of it's trains running on time and a handful of car parking spaces. Not to mention a modern, fit for purpose building, that's over 40 years old.
ReplyDeletehttps://www.pcs.org.uk/news-events/news/new-hmrc-east-kilbride-site-revealed
It wouldn't surprise me in the slightest if Mr Harra left the department in the New Year.
ReplyDeleteHe's taking the blame for everything and not given the resources needed to run the department.
Does he need the hassle? After a couple of bottles of babycham over Christmas, he'll probably think...you know what..shit to this disco..I'm off. Nice pension, little consultant job like Hartnett. If you want me, I'll be pleasantly pissed.. half way up Tapas Alley in Benidorm. See you later Jeremy.
Next, it'll be arise Sir Jimmy - where have we hear that before?
DeleteThe corruption runs deep. Drain the swamp.
There's a rumour that the next Permanent Secretary for HMRC is the Chief of Operational Delivery at the Royal Mail.
ReplyDelete