HMRC boss gives update on helpline closures after taxpayer backlash
manchestereveningnews.co.ukHM Revenue and Customs (HMRC) has said it still plans to close its helplines despite a previously announced u-turn. Last month, the government department said it would introduce a series of change to encourage customers to seek online advice first.
As part of this, the self-assessment helplines were set to be closed for a period of time. The plan was then put on hold shortly after the initial announcement following backlash from taxpayers.
The matter, however, does not seem to be put to rest after HMRC's chief executive, Jim Harra, told the Treasury Select Committee that the helpline closure will still be a "part of our strategy". Read more: HMRC issues 'do not engage' scam warning over QR codes He added: “I’m very disappointed that we have not been able to take what I regard as a modernising step at this point.” MPs questioned whether HMRC's extensive delays and poor customer service performance could be blamed by the department's hybrid working environment.
Despite this, Mr Harra said: "Our monitoring tells us that for both our helpline staff, our web chat advisors and also staff on our post teams, they are as effective at home as they are in the office.
Read more on manchestereveningnews.co.uk
