Reckoning with HMRC’S contempt for the people it is meant to serve
Sir – You report: “Jeremy Hunt orders HMRC to keep their phone lines open” (telegraph.co.uk, March 20).
I should think so.
I can’t believe that civil servants proposed that a public service, paid for by the public, should be unavailable to the public for six months of the year (report, March 20). It beggars belief.
Denese Molyneux
Sidmouth, Devon
Sir – Taxpayers increasingly have good reason to doubt that HMRC is fair and accurate. Its tax demands are often confusing, menacing or plain wrong.
Add to that third-party collection agencies giving very little detail of how they have reached a sum that you must pay immediately – and the first inclination is to try phoning HMRC to find out if the demand is genuine.
For those who can afford an accountant, there is less concern about the erratic and inconsistent way in which HMRC communicates with the public, but for the vulnerable and elderly it’s almost essential for their wellbeing that they can talk to someone directly.
HMRC’S proposal was yet another example of senior Civil Service bureaucrats treating the public with contempt and arrogance.
Simon Taylor
Poringland, Norfolk
Sir – Given the name – His Majesty’s Revenue and Customs – I would be very interested to know the King’s views on this appalling treatment of his loyal subjects.
My view is that there should be an immediate reorganisation of this obviously failing body, commencing with the removal of all existing top management and their replacement by those who understand the concept of public service.
Ian Mcnicholas
Ebbw Vale, Monmouthshire
Sir – We are constantly reminded of the importance of “inclusion” by the Government and the media. It seems to mean that people feel they are valued regardless of their background and identity.
Should not inclusion also be for those who are not up to date with technology, or just wish to speak to a person regarding utility matters, or to HMRC on the phone without waiting for ages, only to be told to contact a website?
I know many people – young and old – who definitely don’t feel included.
Pat Edgecombe
Kingsbridge, Devon
Sir – Has the time not come for call centres to change their recorded message from “Sorry, due to a very high volume of calls we are unable to answer right now”, to “Sorry, but despite very healthy profits, we are absolutely not prepared to employ more staff to answer your calls – which are of course very important to us”?
Mark Lister
Windsor, Berkshire