Posted on 03/20/2024 8:25:42 AM PDT by RandFan
HM Revenue and Customs (HMRC) has reversed a decision to close its self-assessment telephone helpline for half of the year.
The tax authority announced on Tuesday that the line would be closed between April and September, with taxpayers directed to online services instead.
But less than a day later it said the phone line would stay open this summer.
"The pace of this change needs to match the public appetite for managing their tax affairs online," its boss said.
HMRC chief executive Jim Harra said: "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."
The tax authority has been toiling with long telephone helpline waiting times and intense criticism of its services. But its announcement that it would close the helpline was immediately met with widespread criticism from tax professionals and MPs.
More than 12 million people are required to complete self-assessment forms every year, with many hundreds of thousands ringing for assistance.
(Excerpt) Read more at bbc.co.uk ...
They wanted to actually replace the phone support with AI Chatbots (for half the year).
A sign of things to come?
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