Which? research into HMRC helplines has published some interesting findings. You might not find them entirely unexpected!
As the 31st January deadline for Self Assessment tax returns approaches, the consumer watchdog Which? decided to investigate the efficiency of HMRC helplines. Their researchers made 100 calls to the Tax Office’s Self Assessment and general enquiries helplines. The helplines assist people needing tax rebates and who have underpayments of tax. Their objective was to see how easy it was to speak to an adviser.
These are their main findings;
- The average waiting time was 18 minutes.
- The longest waiting time was 41 minutes.
- 29% of calls were cut off by the automated system before they reached an actual human because the line was “very busy”.
- The later in the day the call was made, the longer the waiting time and the more likely it was to be cut off.
- 71% of calls did make it through the automated system, but were then put on hold.
- The automated system had some substantial comprehension problems with particular questions. For example, “Do I need to pay tax on premium bond winnings?” was interpreted as either a request to change a name or an enquiry about a VAT surcharge notice. We’re OK with “What is my tax code?” though!
Which? executive director Richard Lloyd said “With large numbers of people soon to be seeking help with their self-assessment tax return, we want to see HMRC doing more to monitor and improve their call-waiting times.” The results of the Which? research are available to HMRC, the Treasury and the Public Accounts Committee.
HMRC do not compare favourably with other government departments in terms of how easy it is to get in touch. Which? completed another survey of 1000 Which? members who had communication with government departments in the last year and asked them about how difficult it was to contact them. Of those who contacted HMRC, 20% said it was difficult.
This compares with 15% of those who contacted the Department for Work and Pensions, 12% who contacted their local authority and 8% who contacted the DVLA.
Well done DVLA, maybe HMRC can learn something about first contact communication from you. Maybe the government needs to invest in the clearly overworked and understaffed HMRC helplines who are trying to assist honest taxpayers identify what they owe them.
