A new report has highlighted a number of issues faced by HMRC customers, which has led to calls for improvement of the service.
These issues focus on long waiting times or failing to be connected to an advisor at all.
A joint study by the Chartered Institute of Taxation (CIOT) and ICAEW found that more than a third of contact attempts were made to chase progress on existing enquiries, rather than to make a new one.
The CIOT has backed calls by MPs for HMRC to fund improvements to customer service.
Commenting on this, Lindsay Scott, a technical officer for the CIOT, said, “While we agree that a ‘digital first’ strategy for HMRC is the correct one, demand is currently outstripping supply and more must be done to plug the gaps.
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“Traditional phone, webchat and post services need to be retained during the digital transition – and not be withdrawn or left to wither on the basis that at some point in the future things will be different.
“Furthermore, connecting to an HMRC adviser on its own does not result in good customer service or satisfactory outcomes. We would also urge HMRC to take action to improve resolution rates so HMRC advisers can resolve the issue during the call or deliver a resolution within an agreed timescale.
“More than one-third of calls to HMRC during our recent study were to chase progress. An automated tracking system to eliminate progress chasing calls could save more than 1.7 million hours each year, the equivalent of 1,000 full-time employees or approximately £36 million.”
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