HMRC measure their telephony performance through average speed to answer and the percentage of customers needing to wait over 10 minutes.<\/p>
In 2018-19, for customers who needed to speak to an adviser after going through the automated telephone system, HMRC\u2019s average speed of answer was narrowly outside the five minute target at 5:14 mins. 19.7% of customers waited longer than ten minutes to be connected to an adviser, which is outside HMRC\u2019s 15% target.<\/p>
HMRC do not record complaints data broken down to this level of detail so the information requested is not readily available and could be provided only at disproportionate cost.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/3991", "label" : {"_value" : "Biography information for Jesse Norman"} } , "answeringMemberConstituency" : {"_value" : "Hereford and South Herefordshire"} , "answeringMemberPrinted" : {"_value" : "Jesse Norman"} , "dateOfAnswer" : {"_value" : "2019-07-24", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2019-07-24T07:14:23.973Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "14"} , "answeringDeptShortName" : {"_value" : "Treasury"} , "answeringDeptSortName" : {"_value" : "Treasury"} , "date" : {"_value" : "2019-07-19", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Chancellor of the Exchequer, what the (a) longest and (b) average response time was to answer an HMRC helpline; and how many complaints about telephone response times to those helplines have been made in the last six months for which figures are available.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/1548", "label" : {"_value" : "Biography information for Jessica Morden"} } , "tablingMemberConstituency" : {"_value" : "Newport East"} , "tablingMemberPrinted" : [{"_value" : "Jessica Morden"} ], "uin" : "279394"} , {"_about" : "http://data.parliament.uk/resources/1087185", "AnsweringBody" : [{"_value" : "Treasury"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1087185/answer", "answerText" : {"_value" : "
HM Revenue & Customs (HMRC) has put in place a specific helpline for those who have used disguised remuneration (DR) schemes. Individuals and companies can use this helpline to discuss their avoidance scheme use, and options around reaching a settlement with HMRC. Call handlers are trained to support all customers, including those who might be vulnerable. They will suggest customers seek more specialised help in appropriate cases. HMRC increased resources on the helpline in September 2018 to handle the additional calls. The effectiveness of the helpline is kept under regular review by HMRC. Since November 2018, HMRC has answered around 13,000 calls with an average speed of answer of less than 60 seconds.<\/p>
<\/p>
DR schemes are contrived arrangements that pay loans in place of ordinary remuneration, with the sole purpose of avoiding income tax and National Insurance contributions.<\/p>
<\/p>
The charge on DR loans is expected to raise £3.2bn for the exchequer. The majority, 75%, is expected to come from employers rather than individuals.<\/p>
<\/p>
The best option for those individuals who are worried about the introduction of the charge on Disguised Remuneration loans is to come forward and speak to HMRC as soon as possible. They will work with all individuals to reach a manageable and sustainable payment plan wherever possible.<\/p>
<\/p>
HMRC has put special arrangements in place so that they are able to agree a payment plan of up to five years automatically for those with income below £50,000 and seven years for those with income below £30,000 where those scheme users are no longer engaging in tax avoidance. HMRC may be able to offer a longer payment plan for those that need more than five or seven years or with income over £50,000, where further information is provided.<\/p>
<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/3935", "label" : {"_value" : "Biography information for Mel Stride"} } , "answeringMemberConstituency" : {"_value" : "Central Devon"} , "answeringMemberPrinted" : {"_value" : "Mel Stride"} , "dateOfAnswer" : {"_value" : "2019-03-15", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2019-03-15T13:26:56.223Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "14"} , "answeringDeptShortName" : {"_value" : "Treasury"} , "answeringDeptSortName" : {"_value" : "Treasury"} , "date" : {"_value" : "2019-03-12", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Chancellor of the Exchequer, what assessment he has made of the effectiveness of the HMRC's helpline established to help advise people affected by the introduction of the loan charge.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4368", "label" : {"_value" : "Biography information for Neil Coyle"} } , "tablingMemberConstituency" : {"_value" : "Bermondsey and Old Southwark"} , "tablingMemberPrinted" : [{"_value" : "Neil Coyle"} ], "uin" : "231502"} , {"_about" : "http://data.parliament.uk/resources/971526", "AnsweringBody" : [{"_value" : "Treasury"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/971526/answer", "answerText" : {"_value" : "
HMRC does not hold this information because they allocate staff resource in a flexible manner across a range of customer services and channels. This allows HMRC resource to be used more effectively and delivers better value for money.<\/p>
<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/3935", "label" : {"_value" : "Biography information for Mel Stride"} } , "answeringMemberConstituency" : {"_value" : "Central Devon"} , "answeringMemberPrinted" : {"_value" : "Mel Stride"} , "dateOfAnswer" : {"_value" : "2018-09-18", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2018-09-18T15:08:35.26Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "14"} , "answeringDeptShortName" : {"_value" : "Treasury"} , "answeringDeptSortName" : {"_value" : "Treasury"} , "date" : {"_value" : "2018-09-10", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Chancellor of the Exchequer, what the average cost per call is of opening HMRC contact centres (a) Monday to Friday and (b) on a (i) Saturday and (ii) Sunday.", "registeredInterest" : {"_value" : "true", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4463", "label" : {"_value" : "Biography information for Chris Stephens"} } , "tablingMemberConstituency" : {"_value" : "Glasgow South West"} , "tablingMemberPrinted" : [{"_value" : "Chris Stephens"} ], "uin" : "172635"} , {"_about" : "http://data.parliament.uk/resources/964282", "AnsweringBody" : [{"_value" : "Treasury"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/964282/answer", "answerText" : {"_value" : "
HMRC does not maintain information for a specifically dialled line. This is because calls can move in and out of the call queue dependant on the answer a customer gives to the questions asked within ITA (Intelligent Telephony Automation) and whether they are subsequently routed to another HMRC line according to the nature of their query.<\/p>
<\/p>
Across all lines of business, in the year up to July 2018 HMRC has dealt with 15.7 million call attempts, answering 85% of calls with an average speed of answer of 04mins 53secs.<\/p>
<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/3935", "label" : {"_value" : "Biography information for Mel Stride"} } , "answeringMemberConstituency" : {"_value" : "Central Devon"} , "answeringMemberPrinted" : {"_value" : "Mel Stride"} , "dateOfAnswer" : {"_value" : "2018-09-11", "_datatype" : "dateTime"} , "groupedQuestionUIN" : {"_value" : "169595"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2018-09-11T10:16:51.23Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "14"} , "answeringDeptShortName" : {"_value" : "Treasury"} , "answeringDeptSortName" : {"_value" : "Treasury"} , "date" : {"_value" : "2018-09-03", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Chancellor of the Exchequer, how many and what proportion of calls to the HMRC helpline 0300 200 3300 were answered during July 2018.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4510", "label" : {"_value" : "Biography information for Helen Hayes"} } , "tablingMemberConstituency" : {"_value" : "Dulwich and West Norwood"} , "tablingMemberPrinted" : [{"_value" : "Helen Hayes"} ], "uin" : "169594"} , {"_about" : "http://data.parliament.uk/resources/964283", "AnsweringBody" : [{"_value" : "Treasury"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/964283/answer", "answerText" : {"_value" : "
HMRC does not maintain information for a specifically dialled line. This is because calls can move in and out of the call queue dependant on the answer a customer gives to the questions asked within ITA (Intelligent Telephony Automation) and whether they are subsequently routed to another HMRC line according to the nature of their query.<\/p>
<\/p>
Across all lines of business, in the year up to July 2018 HMRC has dealt with 15.7 million call attempts, answering 85% of calls with an average speed of answer of 04mins 53secs.<\/p>
<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/3935", "label" : {"_value" : "Biography information for Mel Stride"} } , "answeringMemberConstituency" : {"_value" : "Central Devon"} , "answeringMemberPrinted" : {"_value" : "Mel Stride"} , "dateOfAnswer" : {"_value" : "2018-09-11", "_datatype" : "dateTime"} , "groupedQuestionUIN" : {"_value" : "169594"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2018-09-11T10:16:51.293Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "14"} , "answeringDeptShortName" : {"_value" : "Treasury"} , "answeringDeptSortName" : {"_value" : "Treasury"} , "date" : {"_value" : "2018-09-03", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Chancellor of the Exchequer, how many and what proportion of calls to the HMRC helpline 0300 200 3300 were abandoned or not answered during July 2018.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4510", "label" : {"_value" : "Biography information for Helen Hayes"} } , "tablingMemberConstituency" : {"_value" : "Dulwich and West Norwood"} , "tablingMemberPrinted" : [{"_value" : "Helen Hayes"} ], "uin" : "169595"} , {"_about" : "http://data.parliament.uk/resources/932073", "AnsweringBody" : [{"_value" : "Treasury"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/932073/answer", "answerText" : {"_value" : "
HMRC carried out a Privacy Impact Assessment of its Voice ID system when it went live in January 2017. The system relied on the implied consent of the customer, which was compliant with the data protection legislation in effect at the time.<\/p>
<\/p>
Now that new data protection legislation has come into effect, HMRC has reviewed the Voice ID system and made some immediate changes to ensure customers are better informed about how their data is collected and used, how to provide or withhold consent and how to withdraw consent at a later stage.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/1091", "label" : {"_value" : "Biography information for Lord Bates"} } , "answeringMemberPrinted" : {"_value" : "Lord Bates"} , "dateOfAnswer" : {"_value" : "2018-07-10", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2018-07-10T15:45:17.657Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "14"} , "answeringDeptShortName" : {"_value" : "Treasury"} , "answeringDeptSortName" : {"_value" : "Treasury"} , "date" : {"_value" : "2018-06-27", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"} , "houseId" : {"_value" : "2"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25277", "prefLabel" : {"_value" : "House of Lords"} } ], "questionText" : "To ask Her Majesty's Government what assessment they have made of the compliance of the HMRC\u2019s Voice ID system with the General Data Protection Regulation; and whether HMRC obtain sufficient consent before using voice recording to identify a person.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4333", "label" : {"_value" : "Biography information for Lord Scriven"} } , "tablingMemberPrinted" : [{"_value" : "Lord Scriven"} ], "uin" : "HL9046"} , {"_about" : "http://data.parliament.uk/resources/873793", "AnsweringBody" : [{"_value" : "Treasury"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/873793/answer", "answerText" : {"_value" : "
The majority of parents use the childcare service without problems. Currently, on a typical day, fewer than 2% of parents see an error screen at some point.<\/p>
<\/p>
As of 29 March 2018 the helpline receives on average 3,020 calls per day and the average length of each call was 04:24.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4097", "label" : {"_value" : "Biography information for Elizabeth Truss"} } , "answeringMemberConstituency" : {"_value" : "South West Norfolk"} , "answeringMemberPrinted" : {"_value" : "Elizabeth Truss"} , "dateOfAnswer" : {"_value" : "2018-04-16", "_datatype" : "dateTime"} , "groupedQuestionUIN" : {"_value" : "134908"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2018-04-16T13:11:27.43Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "14"} , "answeringDeptShortName" : {"_value" : "Treasury"} , "answeringDeptSortName" : {"_value" : "Treasury"} , "date" : {"_value" : "2018-03-28", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask Mr Chancellor of the Exchequer, what the average number of calls has been to the HMRC Childcare system hotline per day since that hotline was established; and what the average length of each call has been.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/55", "label" : {"_value" : "Biography information for Sir Desmond Swayne"} } , "tablingMemberConstituency" : {"_value" : "New Forest West"} , "tablingMemberPrinted" : [{"_value" : "Sir Desmond Swayne"} ], "uin" : "134907"} , {"_about" : "http://data.parliament.uk/resources/864415", "AnsweringBody" : [{"_value" : "Treasury"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/864415/answer", "answerText" : {"_value" : "
HM Revenue and Customs publishes its average waiting time (Average Speed of Answer - ASA) performance data on a monthly and quarterly basis on GOV.UK.<\/p>
https://www.gov.uk/government/collections/hmrc-monthly-performance-reports<\/a><\/p>