Hanging on the contact centre telephone: 5 reasons Self Assessment customers don’t need to wait on hold – Go Online!
HMRC is encouraging Self Assessment customers to go online as it reveals the most common reasons customers call their contact centre.
Nobody enjoys having to wait on hold on the phone just to resolve a simple query – and those completing Self Assessment tax returns no longer need to, with more help and advice than ever before available online.
But many people, unaware of the extent of online support now out there, are still calling instead, often with questions that could be answered via GOV.UK.
Releasing details of the top 5 reasons people call the helpline, HM Revenue and Customs (HMRC) is encouraging everyone to check online when seeking help about their tax return, to get a much quicker and easier result.
HMRC received more than 5.5 million calls to the Self Assessment helpline last year, with 1.2 million calls in the 8 weeks leading up to the 31 January deadline. Around a third of these calls were routine or simple enquiries.
The most common calls to the Self Assessment helpline, which can be checked online are:
1. Do I need to fill in a tax return?
2. How do I fill in my online tax return?
3. How do I check how much tax I owe?
4. Where’s my Self Assessment tax refund?
5. What happens if I can’t pay my tax bill?
Using HMRC’s online services means customers can access the information they need to resolve all of these questions quickly and easily – day or night – without the need to call HMRC.
Myrtle Lloyd, HMRC’s Director General for Customer Services, said:
“There is no need to spend time waiting to speak to us. Using our online services for simple queries about your tax return means you can get the help you need quickly. We have a wealth of free resources and support online to help you complete your tax return. Search ‘help with Self Assessment’ on GOV.UK to find out more.”
Contact centres take Note! – Ed
