I hate phoning the Accounts Office (1 for Shipley, 2 for Cumbernauld etc). HMRC have a message that is now more than two minutes long, before it even rings. I put it on loud speaker and then do some filing or something else meaningful until the talking stops. Can't do anything worthwhile as it drills through my head.
What a waste of resources for clients. Create a tax system that is so complicated that even accountants struggle at times - just read AccountingWeb! Then make sure that you waste even more of our clients money by causing massive inefficiency when fielding calls. If this was a business all of the customers would just hang up and go elsewhere, but there is nothing like a monopoly situation. HMRC should have a KPI that all calls must start ringing within 30 seconds!
Must try to keep out of using jargon - KPI = Key Performance Indicator