HMRC 顧客 service 急落するs to 'かつてない low' and taxpayers are fed up, say MPs
- Took 普通の／平均（する） 16 minutes 24 seconds for taxman to answer the phone?
- This is up 4 minutes compared to the 財政上の year previous?
- 62.7% of 報知係s waited more than 10 minutes to speak to an 助言者
顧客 service at the 税金 office has fallen to an かつてない low as taxpayers 直面する? 増加するing 延期するs.
HMRC's service levels have continued to 悪化する over the past year, a 報告（する）／憶測 by the Public Accounts 委員会 published today says.?
It took on 普通の／平均（する） 16 minutes 24 seconds in 2022-23 for an 助言者 to answer the phone, up from 12 minutes 22 seconds the 財政上の year before. in 2021-22.
Taxpayers are waiting even longer to speak to an HMRC 助言者, say MPs
In 2022-23, 62.7 per cent of 報知係s waited more than 10 minutes to speak to an 助言者, up from 46.3 per cent in 2021-22.
Higher 需要・要求する for HMRC services is in large part 予定 to the 増加するd number of people 支払う／賃金ing 税金 予定 to 会計の drag.
HMRC told the PAC's 調査 that it did not have the 資源s to 会合，会う rising 需要・要求する for its phone and 郵便の services at 推定する／予想するd 基準s.?
It has 始める，決める itself a 的 to 減ずる 後継の phone and 地位，任命する 接触する by 30 per cent by 2024-25 compared to 2021-22.
It says that if it can 達成する this 削減 it should have the 資源s to 会合，会う its service 基準s.
However, HMRC has already drawn 批評 from accountants and 商売／仕事 owners who have struggled with the 移行.?
Last summer the 税金 office 発表するd it was?の近くにing its self-査定／評価 helpline for three months to 裁判，公判 directing queries from the helpline to the department's 数字表示式の services.
In December, HMRC shut its phones again ahead of the 31 January self-査定／評価 最終期限.
This Is Money has written extensively about HMRC 延期するs and the 衝撃 of the 終結 of both the self-査定／評価 and 付加価値税 登録 helplines.
The 委員会 said it had received an '前例のない' number of submissions about the 税金 office's 業績／成果, '論証するing the extent of taxpayers' exasperation over the 質 of services and the 衝撃 on 商売／仕事s'.
A number of submissions pointed to the 悪化するing 顧客 services and 増加するd 延期するs as a 重要な 問題／発行する 影響する／感情d 商売／仕事s.
The PAC has called on the 財務省 and HMRC to make sure the department is '十分に 資源d in the short 同様に as the longer-称する，呼ぶ／期間／用語' ーするために 会合，会う its service 基準s.
While headcount 削減（する）s have done little to help 資源ing, insiders have told This is Money that it is staff retention and 欠如（する） of training at the root of HMRC's 問題／発行するs.
HMRC is 'struggling to 対処する'
The rise in the taxpayer 全住民 and the 複雑さ of 税金 事件／事情／状勢s means HMRC is 'struggling to 対処する', によれば the 報告（する）／憶測.
税金 歳入s were at a 記録，記録的な／記録する high of £814billion in 2022-23, but the department still fell £2billion short of its £36billion 的 for 同意／服従 産する／生じる, which is the 付加 歳入 that would さもなければ have been lost were it not for HMRC's 介入.
The PAC's 報告（する）／憶測 also 設立する a 重要な 削減 in 犯罪の 起訴s by HMRC, from 691 in 2019-20 to 240 in 2022-23.
HMRC says it is 'ますます selective' when it comes to 捜し出すing 起訴, in part 予定 to the backlogs in the 司法（官） system, but the PAC is 関心d it sends the wrong message.
Dame Meg Hillier MP, 議長，司会を務める of the 委員会, said: 'Almost eight years have passed since our 委員会 challenged HMRC over its telephone lines' 持つ／拘留するing message 存在 one of the most streamed pieces of music in the country.?
'Our 最新の 報告（する）／憶測 into its 業績／成果 sadly illustrates a continued tale of 拒絶する／低下する in its services. 'Our 報告（する）／憶測 also 提起する／ポーズをとるs serious questions as to whether HMRC is getting the balance 権利 between its civil and 犯罪の 起訴s.?
'Our findings show a 法外な 減少（する） in the latter at the same time as we see HMRC going to 広大な／多数の／重要な lengths to challenge people in 法廷，裁判所 over their 雇用 status.
'Our 委員会 has heard the 失望／欲求不満 felt by the many taxpayers and organisations who 供給するd 証拠 to our 調査 loud and （疑いを）晴らす. HMRC would be 井戸／弁護士席-advised to do the same.'
