HMRC to severely cut back phone help services

HM Revenue and Customs (HMRC) is set to drastically reduce its telephone help services for several months, it was announced Tuesday.

The Guardian reported that the move, part of the tax office’s initiative to encourage use of its online platform, would significantly impact the availability of phone support for various tax-related inquiries.

From April to September, the Self Assessment helpline would be shuttered, diverting customers to use HMRC’s online services for assistance.

Following that, from October to March, the helpline would reopen solely for priority queries, directing customers with issues that could be swiftly resolved online to the website.

Similarly, the VAT helpline would operate for only five days each month preceding the deadline for filing VAT returns, with customers being directed to the online services outside of those periods.

Additionally, the PAYE helpline would cease handling calls pertaining to refunds, nudging customers towards online resolution.

HMRC said that advisers would remain available during standard office hours to aid individuals unable to access online services, or those facing health or personal challenges requiring extra support.

However, the changes drew criticism from Harriett Baldwin MP, chair of the Treasury Select Committee, who voiced concerns about limiting phone-based assistance for taxpayers.

Reporting by Josh White for Sharecast.com.