HM Revenue and Customs helpline staff are "simply not properly trained to do the job" in most cases, and can rarely give a proper reply to a question, according to two major tax bodies.
In a joint response to HMRC's consultation paper, Working towards a new relationship: a consultation on priorities for reducing the administrative burden of the tax system on small business, the Chartered Institute of Taxation and the Association of Taxation Technicians severely criticised the way HMRC communicates with businesses and their advisers.
They suggested that priority is given to three "core areas" of flexible payment arrangements, communication with HRMC, and inspections and enquiries.
TaxZone has invited HMRC to comment on the submission.
Review of communications is 'absolutely imperative'