HM Revenue and Customs (HMRC) has swiftly reversed its decision to close its self-assessment telephone helpline for half of the year, following significant public backlash.
Originally, HMRC announced plans to close the helpline between April and September, redirecting taxpayers to online services. However, less than a day later, the tax authority announced that it would halt the closure.
HMRC’s chief executive, Jim Harra, emphasized the need for change to align with the public’s readiness to manage tax affairs online. He stated, “We’ve listened to the feedback, and we’re halting the helpline changes as we recognize more needs to be done to ensure all taxpayers’ needs are met, whilst also encouraging them to transition to online services.”
This reversal comes amidst ongoing challenges with long waiting times on the telephone helpline and widespread criticism of HMRC’s services. With over 12 million individuals required to complete self-assessment forms annually, the availability of assistance via telephone remains crucial for many taxpayers.
The decision to reverse the closure reflects HMRC’s acknowledgment of the importance of providing accessible support to taxpayers while also promoting the transition to digital services.
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HMRC Reverses Decision to Close Telephone Helpline