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HMRC helpline changes on hold

HMRC helpline changes on hold

27 March 2024

HMRC has been forced into an embarrassing climbdown on plans to close the Self-Assessment, VAT and PAYE helplines from early April until September this year.

Helpline Changes and Reversal

HMRC planned to shut down the Self-Assessment, VAT, and PAYE helplines. This was from early April until September. However, they received strong feedback. This was from MPs, accountants, and the public. So, they reversed these changes. Now, the helplines will continue to operate as usual. This is for the foreseeable future. It shows HMRC’s dedication to open communication and taxpayer support.

 

Digital Transition and Strategy

Despite this, HMRC signals a future transition. This is towards online self-service options. They plan to promote self-service among customers. They advocate for the use of online resources. Also, the 24/7 HMRC app. This is for quick and straightforward access to information. This digital shift is part of HMRC’s strategy. The strategy is to modernize its services. It aligns with the global trend of digital transformation. The aim is to provide taxpayers with an efficient experience. It should also be user-friendly. HMRC pledges to continually improve and adapt. This is to cater to the changing needs of taxpayers in the digital era. They are committed to making these digital services accessible. They should be user-friendly for all taxpayers. HMRC is investing in user education. This is to assist taxpayers in navigating these digital tools. They are regularly updating their systems. This is to guarantee security and privacy for taxpayers’ data.

 

HMRC’s Chief Executive Statement

HMRC’s Chief Executive said:

‘Making best use of online services allows HMRC to help more taxpayers and get the most out of every pound of taxpayers’ money by boosting productivity.

Our HMRC helpline and webchat advisers will always be there for those taxpayers who need support because they are vulnerable, digitally excluded or have complex affairs.

However, the pace of this change needs to match the public appetite for managing their tax affairs online.

We’ve listened to the feedback and we’re halting the helpline changes as we recognise more needs to be done to ensure all taxpayers’ needs are met, whilst also encouraging them to transition to online services.’

Source: HM Revenue & Customs Tue, 26 Mar 2024 00:00:00 +0100

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