Last updated: 25 Sep 2023 11:00 Posted in:
HMRC has announced changes to its Agent Dedicated Line (ADL) following a consultation with the professional accountancy bodies, among others.
The changes, which come into force from 2 October 2023, include:
• HMRC will no longer operate to a 10-minute service level on the ADL – waiting times may vary depending on how many agents are calling at any one time. The tax authority said: “We know that a high quality of service is important to [agents], and removing the 10-minute call answering target will allow us to focus on improving the quality of service we offer.”
• HMRC will be introducing information on call waiting times onto the ADL, allowing agents to make a decision based on that information as to whether to continue to wait in the queue, call back at another time or use a digital option.
• Callers to the ADL with a PAYE question will have to choose the PAYE option, meaning their call may be re-routed.
HMRC said: “From 2 October 2023, you may wait slightly longer than normal to speak to an adviser on the ADL, especially at peak times.
“The introduction of information on call waiting times will help you to make a decision whether to call back later if the wait times are lengthy, or even try out digital options like ‘Where’s my reply’, which we will continue to promote in our ‘hold messaging’.”
It added: “The professional bodies who represent agents told us that a dedicated phone line remains top of the list of desirables. We want to reassure you that we remain committed to providing the right level of support for agents and that the ADL will remain available.
“These changes are being made as part of the commitments set out in the HMRC Charter to support agents and their businesses, recognising the value tax agents bring to the tax administration system.”
HMRC said it was also exploring the introduction of a webchat facility to the ADL and “working on further iterative changes on the ADL to improve the efficiency of the service”.
