HMRC has defended its decision to temporarily close the self-assessment helpline following criticism from the Treasury Committee.
In a letter to the committee, HMRC deputy chief Angela MacDonald said that shutting down the helpline for three months was part of a wider plan to “improve overall customer service levels”.
The move would also increase productivity and encourage more customers to use HMRC’s online resources instead of calling the helpline, she added.
While MacDonald acknowledged that the closure represents a “significant change” to HMRC’s services, she claimed that the tax authority’s digital services would be able to handle the majority of self-assessment enquiries over the summer.
However, HMRC also admitted that it did not consult any external organisations before making the announcement.
Responding to the correspondence, Harriett Baldwin, Treasury Committee chair, said that HMRC’s reasoning for closing the helpline “simply isn’t good enough”. She continued:
“I am disappointed by the lack of detail and transparency displayed by the leadership of HMRC in response to my questions on the summer closure of an important taxpayer helpline.
“These decisions should not be taken in haste and with no consultation, and as a committee, we will be keeping a close eye on developments in this area.”
The self-assessment helpline will reopen on 4 September.
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