HMRC's decision to halt its plans to restrict taxpayer helplines and direct
people to online services instead has been met with relief by the Federation of
Small Businesses (FSB).
The tax authority had announced that it was closing its self assessment helpline
for six months every year. It was also restricting the opening times of its VAT
helpline and the usage of its PAYE helpline.
HMRC says it is halting these plans 'in response to the feedback while it
engages with its stakeholders about how to ensure all taxpayers'
needs'.
The FSB says that more investment in digital and telephone is needed - not a
reduction in service.
Tina McKenzie, Policy Chair, FSB said:
'Small businesses will definitely be relieved that the drastic reduction in
HMRC's helpline opening hours has been paused. We are very glad that HMRC
has listened to the chorus of dismay which greeted its initial
announcement.
'While online services are a key part of the communications mix for the tax
authority, sometimes there's just no substitute for a real human on the end
of a phone line who can listen, engage, and help untangle issues.
'Before phone line cuts are considered, HMRC needs to build capacity in its
digital services, as if those are improved – with real people online to
offer help instead of chatbots – many small firms like to interact with the
tax authority this way, as it can be more flexible and available out of
hours.'
Internet link: GOV.UK FSB website