Source · Select Committees · Public Accounts Committee
Recommendation 7
7
HMRC provides limited and delayed information on customer telephone waiting times.
Recommendation
We asked whether HMRC provides customers with information on expected call waiting times. It said it provides this information on many of its helplines, but the information is limited to the average call waiting time from the previous day rather than a current waiting time. HMRC explained this was another limitation of its telephone platform.12 4 Customer service, paras 3, 12 5 Customer service, para 1.5 6 Report on 2023–24 Accounts, para 8; Customer service, para 4 7 HMRC Customer Service and Accounts 2023–24 - Written evidence - Committees - UK Parliament 8 Customer service, para 1.9 9 Q 51 10 Q 54 11 Q 58 12 Qq 57, 67-68 8 Resources for meeting customer demand on the telephone
Government Response
A response document is linked to this report, dated 6 May 2025. Response attribution to this conclusion has not been verified. Read the response document ↗