Changes mean that, between April and September, the HMRC self-assessment helpline will be closed
HMRC said changes to helpline services to encourage people to go online first have been successfully trialled over the past year and are being rolled out to become a permanent feature from April 8.
She said the revenue body has not yet demonstrated that the department or the public “are ready to make such a monumental change to how they resolve tax issues”. “The committee welcomes efforts to make the tax system more efficient but HMRC has not yet demonstrated that the department or the public are ready to make such a monumental change to how they resolve tax issues. This should not be forced upon taxpayers until there is evidence that people know how to do their taxes on HMRC’s incredibly complex website.”
The PAYE helpline will no longer take calls from customers relating to refunds, and customers will be directed to use HMRC’s online services. “We must maximise every pound of taxpayers’ money. Embracing online self-service allows us to help more customers and improve our customer service levels without spending additional public money.”
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