HMRC must communicate more effectively

Businesses are frustrated by delays using HMRC’s telephone service. They complain that response times are too slow advisers have a lack of understanding of previous discussions and transfers between departments waste time. The Administrative Burdens Advisory Board (ABAB) has now published Tell ABAB Report – 2015/16 looking at the measures HMRC is taking to improve the service.

The report found that HMRC accepts that service levels have been sub-standard at busy periods during 2015/16. To address this the department has recruited 3 000 staff into customer service roles and undertaken a training programme that will enable customer support teams to switch duties according to demand. ABAB welcomed the changes.

The report also noted that many businesses find digital communication an efficient way to deal with their tax affairs but urged HMRC to ‘recognise that provision of an efficient telephone service must remain a priority …...