HMRC’s suggestion to submit tax queries via Twitter has been slammed as “laughable” by MPs as figures reveal average Revenue call centre waiting times have doubled since 2013.
On average the 70m callers a year to HMRC’s helplines now wait almost 11 minutes before reaching an advisor.
When questioned about the increased waiting times an HMRC spokesman suggested people could use Twitter as an alternative.
The spokesman said: “This year we are introducing new technology to help us answer more calls quicker at busy times, and we are improving the digital services we offer so that more customers can find all they need online. Customers can get help with general self-assessment queries by Tweeting us.”
Public Accounts Committee chair Margaret Hodge said the idea that people could explain complex tax queries to HMRC via Twitter was “laughable”.
“No customer-based service should tolerate such a poor service and both ministers and senior management should simply sort this out,” she said.
And Shadow Treasury minister Shabana Mahmood said: “It beggars belief that the government’s response to taxpayers who can’t get through on their helpline is to urge them to publicly tweet about their tax affairs.”
Full article can be found at Payroll World