LITRG: Shorter helpline hours to affect online switch

Date: 1st July 2010

Shorter opening hours at HM Revenue & Customs' (HMRC) helpline will "hamper" the department's long-term move to online services.

This is the view of the Low Income Tax Reform Group (LITRG), after the department proposed shortening its hours as part of the government's attempts to make savings.

According to the LITRG, the government has not fully assessed the impact that such a move would have on minority groups and its plans to move online.

The group said that by shortening the hours, HMRC is "sending out the wrong message" and claimed many people will only be able to access assistance during unsociable hours or at the weekend.

"HMRC should consider the alternative strategy of promoting Sunday opening and the ease of access of online services, thereby spreading the load more evenly," the LITRG added.

The group has called on HMRC to produce a "proper" impact assessment before any final decision is made.

Last month the coalition announced that £6.25 billion will be saved in public spending this year.

Posted by Jacob Williams