The wait times for calls to the government’s tax support lines have worsened, surpassing those during the pandemic. HM Revenue and Customs has now limited access for millions of taxpayers.
Accountants are cautioning that callers may experience wait times of up to one hour before reaching a representative. Additionally, there have been reports of individuals being disconnected from the call before even speaking to someone. According to the latest data, the average wait time for a call to be answered in October was approximately 24 minutes, a significant increase from less than 10 minutes in October of last year.
According to HMRC, there has been a rise in demand and they encourage taxpayers to utilize their online services, which are efficient and user-friendly. However, the service received backlash recently for limiting their self-assessment helpline to only “priority” calls starting from Monday, with the majority of callers being directed to use their online services.
The limitations will remain effective until January 31, which is the final date for submitting a tax return online. In 2022/23, HMRC received a total of 38 million phone calls and 16 million pieces of correspondence that needed to be addressed.
According to a report by the Common public accounts committee released in January, the number of HMRC customer service employees has decreased from 25,500 to 19,500 in the span of five years. The report expressed concern over the inadequate level of customer service provided.
The ACCA states that the HMRC limitations will affect individuals who are required to file a self-assessment return for the first time, due to stagnant thresholds and increasing incomes. Approximately 5.5 million individuals reach out to the self-assessment helpline annually.
Glenn Collins, the person in charge of policy, technical, and strategic engagement at ACCA, expressed concern about the significantly reduced services. This decision by HMRC highlights their lack of necessary resources.
“We are receiving reports of individuals waiting for almost an hour before their calls are answered. Additionally, there have been instances of callers getting disconnected before their calls can be fully processed. This highlights a critical issue with our current system.”
Last week, Harriett Baldwin, the head of the Treasury committee in the House of Commons, sent a letter to HMRC expressing concerns about their service quality. Earlier this year, HMRC temporarily shut down their self-assessment helpline from June 12 to September 4, instructing callers to use their online services instead.
Baldwin addressed a letter to Jim Harra, the chief executive and first permanent secretary at HMRC, expressing concerns about the sudden restriction of access to the helpline that was announced on December 7th. Baldwin questioned why taxpayers were not given prior notice of this change.
She has also requested information on HMRC’s monitoring process to ensure individuals are not being denied services.
Tax professionals are expressing worry over the inability of digital services to adequately assist taxpayers. However, the HMRC reports that millions of taxpayers currently submit their taxes online and 83% of them are content with the process.
According to Kelly Sizer, a senior manager at the Low Incomes Tax Reform Group, the group supports the use of digital services but believes that HMRC is implementing them too quickly. The group’s goal is to enhance tax processes and policies for individuals with low incomes.
Sizer stated that the self-assessment helpline was closed during the summer and there are now limitations on access during this busy time.
According to HMRC, it appears that they believe everyone is capable of completing tasks online, making phone calls unnecessary. However, individuals may simply seek reassurance that they are following the correct procedures.
Senga Prior, the leader of the technical steering group at the Association of Taxation Technicians, stated that there is a growing emphasis on utilizing digital tools for taxpayers, resulting in fewer opportunities for direct communication with HMRC staff.
Many individuals will not keep up with the progress, and the resources accessible to taxpayers and advisors through digital platforms are frequently inadequate, disconnected, and inadequately constructed.
The HMRC has stated that utilizing their online service more frequently will save costs and allow their expert advisers to assist those who truly require their assistance. They are shifting towards a digital-first strategy, with their HMRC app currently being utilized by over a million individuals each month.
Source: theguardian.com
