HMRC has quickly reversed its decision to permanently close certain helplines following widespread backlash. Initial plans included shutting down the self-assessment helpline for six months from April and limiting the VAT helpline to weekdays only.
Critics, including accountants and the Chartered Institute of Taxation (CIOT), labelled the move as ill-considered. Concerns were raised over HMRC’s online services’ accessibility, especially for those new to tax or facing complex issues.
Acknowledging the criticism, HMRC has paused its closure plans to consult stakeholders on better supporting taxpayers, including small businesses, as it transitions more services online.
The Government has been urged to significantly improve HMRC’s IT systems for easier access. HMRC’s rapid backpedal highlights the need for thorough consultation with professionals and the wider business community before implementing major changes.
HMRC admitted the shift to online services was proceeding too swiftly, indicating a recognition of the need for a more measured approach.
Jim Harra, chief executive of HMRC, said:
“The pace of this change needs to match the public appetite for managing their tax affairs online.
“We’ve listened to the feedback and we’re halting the helpline changes as we recognise more needs to be done to ensure all taxpayers’ needs are met, whilst also encouraging them to transition to online services.”
Last summer, HMRC shut its helplines for three months, indicating a possible repeat of this approach this year.
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