Recent Government figures show that an increasing number of people are complaining about the time it takes for HMRC to respond to queries.
Contractors were more than likely among the 76,000 plus people who lodged a complaint against the Revenue in the last tax year.
In the year 2008-09, 16,882 people complained specifically about the time it took to get through to the Revenue’s call centres. By 2010-11, that number had rocketed to 22,185. Last year a report from the Treasury Select Committee said HMRC’s response to phone calls could be described as patchy at best.
MPs said that despite HMRC setting a benchmark that 90% of callers should get through on their first attempt, the reality was that less than 50% of taxpayers actually achieved this. Furthermore, the report claimed that poor service standards have been a problem for several years and the Revenue’s attempt to improve customer service measures have not been effective.
Employees at the Revenue have been involved in industrial action over proposals to man call centres with private contractors. A year-long trial is currently underway and an HMRC spokesperson explained this was part of the plan to improve the level of service for people calling the contact centres.
The Revenue also apologised to taxpayers for delays in responding to their queries. It admitted it had not provided a good enough service in the past but said progress was being made and whilst there was still a long way to go, the department will carry on listening to its customers and focus on improving front line services.
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