Customer service at HM Revenue and Customs reaches new low

According to MPs, phone line waiting times for HM Revenue and Customs (HMRC) continue to worsen. A committee found that nearly two-thirds of callers had to wait more than 10 minutes to speak to an adviser.

The Public Accounts Committee’s report says that in the year to April 2023, the average wait for a call to HMRC to be answered was 16 minutes and 24 seconds. This compares to 12 minutes and 22 seconds the year before.

63% of callers waited more than 10 minutes, increasing from 46% the previous year. This proportion has increased each year since 2018-19.

HMRC’s hold music holds the dubious honour of being among the most streamed!

The issue shows no sign of an easy resolution. HMRC is focusing its attention on digital services such as its app and online services to deal with enquiries.

HMRC have said they received more than three million calls on resetting online passwords, getting tax codes, and checking National Insurance numbers, many of which could have been handled using their digital services instead of calling.

The take home seems to be that if you need to call HMRC, it may be best to do so from an easy chair with a coffee in hand! See: https://www.bbc.co.uk/news/business-68413088