HMRC is making significant changes to its helpline services. From 8 April, the self-assessment helpline will close for six months each year, from April to September, and will only handle complex enquiries.
The VAT helpline's availability is also being reduced, operating just five days a month before VAT return deadlines. No changes have been announced for the agent-dedicated line (ADL), but HMRC stresses that it should be used for issues that can't be resolved online. The PAYE helpline will stop taking calls about refunds, while other helplines will continue as usual.
Last year, HMRC received over three million calls for basic issues which can be managed online, such as password resets and tax code queries. This move aims to encourage the use of HMRC's digital services, freeing up resources.
However, the Chartered Institute of Taxation (CIOT) criticised the reduction in helpline services, arguing that many still prefer speaking directly to HMRC staff.
CIOT president, Gary Ashford, said:
"We are deeply dismayed that so soon after the criticisms levelled at them by the Public Accounts Committee, and in the light of an inconclusive evaluation, HMRC has decided to make these big, permanent cuts to the help they provide to taxpayers."
During last summer's trial, 68% of taxpayers using the digital assistant requested a live chat, indicating a demand for human interaction. The CIOT suggests that until HMRC improves its online services, there will be scepticism about replacing direct contact with digital self-service.
Angela MacDonald, HMRC's deputy chief executive, said:
"Changing our services to encourage customers to self-serve online wherever possible will allow our helpline advisers to focus support where it is most needed - helping those with complex tax queries and those who are vulnerable and need extra support."
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