HMRC’s new target for answering calls from taxpayers is "unambitious and woefully inadequate" according to a new report from the Public Accounts Committee.
The report says HMRC received 79 million calls in 2011/12, but 20 million of these calls were not answered. A third of the letters received in the same period were not given a response within a 15-day target.
The committee also revealed the aim of answering 80% of calls within five minutes would still see 16 million callers waiting longer than that to be answered by HMRC. The five minute response falls well short of the industry benchmark of 80% of calls being answered within 20 seconds.
Committee chair Margaret Hodge said...