HMRC Shuts Down Self-Assessment Helpline for Three Months
HMRC is set to close its self-assessment helpline for a period of three months, starting from June 12th. During this time, taxpayers will be directed to utilize digital services for their queries and assistance. The decision, which was made without prior consultation, has caused concerns among taxpayers who rely on phone support.
According to HMRC, the closure is part of a trial to implement a seasonal model for the helpline. By redirecting queries to digital channels such as online guidance, digital assistants, and webchat, the tax department aims to free up around 350 full-time equivalent advisers to handle other areas of tax-related work.
However, the sudden announcement of the helpline closure has received widespread criticism from the accountancy and tax profession. Professionals argue that the closure coincides with the payment deadline in July, potentially causing difficulties for taxpayers. The decision is seen as further evidence of HMRC's need for additional resources to handle the growing demands of a complex tax system.
Critics also highlight the potential impact on low-income taxpayers who may not have access to professional advice. They fear that the closure may lead them to seek help from underfunded voluntary organizations or unreliable sources, which could result in errors, non-compliance, and more problems for both taxpayers and HMRC in the future.
HMRC's move towards digital services and the closure of phone helplines is part of its ongoing effort to improve service levels and efficiency. Taxpayers are encouraged to explore the available online services, including the HMRC app, which have been significantly improved. However, professionals stress the importance of addressing the underlying issue of inadequate investment and resources within HMRC to ensure better customer service in the long term.
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