Changes to helpline services will become a permanent feature after being successfully trialled.
HM Revenue and Customs (HMRC) has announced changes to its services as it continues encouraging customers to get the information they need and carry out their transactions online wherever possible.
The changes are:
- Between April and September, the Self Assessment helpline will be closed and customers will be directed to self-serve through HMRC’s highly-rated online services
- Between October and March the Self Assessment helpline will be open to deal with priority queries – customers with queries that can be quickly and easily resolved online will be directed to HMRC’s online services
- The VAT helpline will be open for 5 days every month ahead of the deadline for filing VAT returns – outside of this time, customers will be directed to use HMRC’s online services
- The PAYE helpline will no longer take calls from customers relating to refunds – customers will be directed to use HMRC’s online services
- HMRC advisers will continue to always be available during normal office opening hours to support customers who cannot use online services or who have health or personal circumstances that mean they need extra support
- All other helplines will continue to operate as they do currently
The move to online self-service for Self Assessment and VAT is a vital element of HMRC’s modernisation of the tax system, allowing more customers to self-serve and access the information they need more quickly and easily by going online or to the HMRC app, which is available 24/7. There will also always be support available for those who cannot use online services.
The revenue body says it’s making the changes so it can help more customers and improve service levels “without spending additional public money”, adding that the new schedule would allow its helpline advisers to “focus support where it is most needed”.