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428928

registered interest
date	17/11/2015
answering body	HM Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	CaTreasury
hansard heading	Revenue and Customs: Telephone Services
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government, further to the Written Answers by Lord O’Neill of Gatley on 9 July (HL896, HL897) and 30 July (HL1654), why according to recent press reports HMRC are still failing to answer telephoned inquiries and complaints from the public within an acceptable time frame.
tabling member printed	Lord Quirk
uin	HL3651
answer	answer is ministerial correction date of answer 01/12/2015 answer text <p>HM Revenue &amp; Customs (HMRC) recognise that their customer service has not been good enough, and have taken major steps to improve, including recruiting 3,000 new staff into customer service roles, available outside normal office hours when many of their customers choose to call them. The process of recruiting and training the new staff is now complete. These improvements have started to make a difference. This month, HMRC have answered more than 80 per cent of calls, and average queue times are now around 10 minutes.</p><br /><p>HMRC also recognise that some customers have been waiting too long for a response to their complaint. HMRC have recovery plans in place and their performance is improving week on week.</p> answering member printed Lord O'Neill of Gatley grouped question UIN HL3650 question first answered 01/12/2015 17:09:50 answering member 4536 label Biography information for Lord O'Neill of Gatley
tabling member	3254 label Biography information for Lord Quirk

169664

registered interest
date	11/12/2014
answering body	Department for Business, Innovation and Skills
answering dept id	26
answering dept short name	Business, Innovation and Skills
answering dept sort name	Business, Innovation and Skills
hansard heading	Tickets
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government what action they have taken to achieve the core Department for Business, Innovation and Skills mission statement objective of increasing transparency and empowering customers in respect of sports fans, theatre-goers and concert-goers seeking to secure reasonably priced tickets from secondary ticket markets.
tabling member printed	Lord Moynihan
uin	HL3651
answer	answer is ministerial correction date of answer 19/12/2014 answer text <p>The Government has issued guidance relating to online ticket sales in the context of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This guidance establishes how the requirements of these Regulations regarding transparency are interpreted for this market. This ensures that consumers purchasing tickets online from a trader are made aware of “<em>their total price (including delivery costs and other charges)</em>” and the “<em>main characteristics</em>” of the tickets, where “<em>main characteristics” </em>includes<em> “the date and time of the event and the content of the event (e.g. who is performing)</em>” and “<em>for a ticket associated with a particular reserved seat (e.g. Seat 1, Row A) the seat number</em>”.</p><p> </p><p> </p><p> </p><p> </p> answering member printed Baroness Neville-Rolfe question first answered 19/12/2014 13:23:54 answering member 4284 label Biography information for Baroness Neville-Rolfe
tabling member	924 label Biography information for Lord Moynihan