Revenue and Customs: Telephone Services
The question
To ask the Chancellor of the Exchequer, what is the average wait time for callers to HMRC helplines; what action is being taken to reduce wait times on HMRC helplines; and if she will make it her policy implement a freephone service when wait times are high.
Answered by James Murray
Information regarding the average speed of answer is published as part of HMRC’s monthly performance report:
https://www.gov.uk/government/collections/hmrc-monthly-performance-reports
HMRC know that their service levels have, until recently, been below published standards. They aim to answer calls as quickly as possible but wait times may be longer than usual during busy periods.
HMRC received extra funding last year to recruit more customer service advisers to help improve telephony performance. They met their helpline service standard in Quarter 3.
HMRC do not have plans to introduce a freephone service.
HMRC helplines use 03 numbers (0300 or 0345), which cost the same as landline 01 or 02 numbers, but actual call charges depend on the customer's phone provider. For mobile networks, 03 numbers are typically included in airtime plans, but customers should verify with their specific network provider.
HMRC is a public body and does not profit from customer contacts.
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