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100523
star this property registered interest false more like this
star this property date remove filter
star this property answering body
HM Treasury more like this
star this property answering dept id 14 more like this
star this property answering dept short name Treasury more like this
star this property answering dept sort name Treasury more like this
unstar this property hansard heading Welfare Tax Credits: Telephone Services more like this
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask Mr Chancellor of the Exchequer, if he will take steps to reduce waiting times experienced by (a) people on a low income and (b) other people using the HM Revenue and Customs tax credits helpline. more like this
star this property tabling member constituency Barnsley Central more like this
star this property tabling member printed
Dan Jarvis more like this
star this property uin 211582 remove filter
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2014-11-03more like thismore than 2014-11-03
star this property answer text <p>HMRC is responsible for handling calls to the Tax Credits helpline but is unable to distinguish, at the point of contact with its telephone system, if a caller is on a low income or otherwise.</p><p> </p><p>To keep the cost of dealing with HMRC as low as possible, the department has made it cheaper to call in most cases by rolling out 03 telephone numbers and by introducing voice recognition technology to its telephone systems, this allows some customers to get the answer they need without waiting to speak to adviser.</p><p> </p><p>HMRC recognises that wait times across all lines of business are not where it, or its customers, would like them to be. Over the next few months HMRC will be migrating its existing telephone services to a new telephony platform. This will improve the way that the queuing systems work and over time, will lead to reduced wait times.</p><p> </p><p>HMRC is also looking at a number of initiatives to improve customer service and wait times. These include: greater flexible working across HMRC to improve its response to particular peaks in demand and is investing in online and digital services for the future, opening up a wider variety of channels.</p><p> </p>
star this property answering member constituency Witham more like this
star this property answering member printed Priti Patel more like this
star this property question first answered
less than 2014-11-03T14:50:04.3108469Zmore like thismore than 2014-11-03T14:50:04.3108469Z
star this property answering member
4066
star this property label Biography information for Priti Patel more like this
star this property tabling member
4243
star this property label Biography information for Dan Jarvis more like this