Simplest SA queries will be referred to online services

Taxpayers calling the HMRC self-assessment (SA) helpline with queries that can be resolved online will be directed to HMRC’s online services from 11 December until the SA filing deadline on 31 January HMRC has announced.  

The department says its advisers will focus on answering priority SA queries – those that cannot be easily dealt with online – as well as supporting the ‘small minority’ of taxpayers who require extra support or cannot engage with HMRC digitally. HMRC believes that about two-thirds of calls to the SA helpline can be resolved far quicker through its online services. To make all SA callers aware of the department’s extensive online services recorded messages supported by SMS texts will be used. 

Services on the agent dedicated line (ADL) will replicate the new process with agents also being directed to HMRC’s digital services for suitable queries. During this...